Consumer CharterA guide to Tata Power services, tari�s & consumer rights

TATA POWER's Vision, Mission and ValuesVision

To be the most admired and responsible Integrated Power Company with international footprint,delivering sustainable value to all stakeholders.

Mission

We will become the most admired and responsible Company delivering sustainable value by:

• Operating our assets at benchmark levels

• Executing project safely, with predictable benchmark quality, cost and time

• Growing the Tata Power businesses, be it across the value chain or across geographies, and also in allied or new

businesses

• Driving Organizational Transformation that will make us have the conviction and capabilities to deliver on our

strategic intent

• Achieving our sustainability intent of ‘Leadership with Care’ , by having leading and best practices on Care for

Environment, Care for the Community, Care for the Customers and Shareholders, and Care for the People

Values

Our Values are SACRED to us

Safety : Safety is a core value over which no business objective can have a higher priority

Agility : Speed, Responsiveness and being Proactive, achieved through Collaboration and Empowering Employees

Care : Care for Shareholders – our Environment, Customers and Shareholders – both existing and potential, our Community and our people (our employees and partners)

Respect : Treat all Stakeholders with respect and dignity

Ethics : Achieve the most admired standards of Ethics, through Integrity and mutual Trust

Diligence : Do everything (set direction, deploy actions, analyze, review, plan and mitigate risks etc.) with a thoroughness that delivers quality and Excellence – in all areas, and especially, in Operations, Execution and Growth

Consumer Bill of RightsAs our consumer, you have the right to:

• Safe and reliable power at competitive prices.

• Work with a company that assists to reduce your bills and help you conserve energy.

• Accurate and transparent bills that are easy to understand and in the event of a discrepancy are easy to get corrected,

and usually in one call.

• Be served with respect and regard for your time.

• Our complete commitment to a clean environment that is re�ected in our activities, support and involvement.

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CORPORATE SUSTAINABILITY POLICYAt Tata Power, our Sustainability Policy integrates

economic progress, social responsibility and

environmental concerns with the objective of improving

quality of life. We believe in integrating our business

values and operations to meet the expectations of our

customers, employees, partners, investors, communities

and public at large.

• We will uphold the values of honesty, partnership

and fairness in our relationship with stakeholders.

• We shall provide and maintain a clean, healthy and

safe working environment for employees,

customers, partners and the community.

• We will strive to consistently enhance our value

proposition to the customers and adhere to our

promised standards of service delivery.

• We will respect the universal declaration of human

rights, International Labour Organization's

fundamental conventions on core labour standards

and operate as an equal opportunities employer.

• We shall encourage and support our partners to

adopt responsible business policies, Business Ethics

and our Code of Conduct Standards.

• We will continue to serve our communities:

• By implementing sustainable Community

Development Programmes including through

public/private partnerships in and around our

area of operations.

• By constantly protecting ecology, maintaining

and renewing bio-diversity and wherever

necessary conserving and protecting wild life,

particularly endangered species.

• By encouraging our employees to serve

communities by volunteering and by sharing

their skills and expertise.

• By striving to deploy sustainable technologies

and processes in all our operations and use

scarce natural resources e�ciently in our

facilities.

• We will also help communities that are a�ected

by natural calamities or untoward incidence, or

that are physically challenged in line with the

Tata Group's efforts.

• The management will commit all the necessary

resources required to meet the goals of

Corporate Sustainability.

TATA POWER HelplineFor any Complaints / Enquiries / Requests 1-800-209-5161 (24x7 Toll Free)

Fire / Accident 25774399

Email customercare@tatapower.com

Website cp.tatapower.com

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To Avail of e-Services ( SMS & Email):Register for e-services on cp.tatapower.com

• Bill Generation & Due Date Reminder

• Bill Generation

• Payment Receipt

• Discount Date Reminder

• Due Date Reminder

Any information contained in this document shall in no

way dilute the provisions of The Indian Electricity Act

/Rules, Supply Act / Electricity Supply (MERC

regulations, tari� or any other order or adversely a�ect

or relax any powers provided under them) and in case

of any contradictions, the relevant provisions of the

Statutory Act shall prevail.

Tata Power is a unified licensed distributor for Mumbai.

It distributes electricity in South Zone, South Central

Zone, Central Zone, North Zone, East Zone and

South-BEST Zone. TATA POWER's primary objective is to

serve the consumers to their utmost satisfaction, by

achieving world-class Quality Standards and Service

Reliability levels.

To choose TATA POWER

New Connection:

New Connection will be provided, within the time frame

stipulated by MERC in their "Standards of Performance".

The details are as mentioned below. Time period for

provision of supply from date of receipt of completed

application and payment of charges:

• In case connection is to be from existing network- One

Month.

• Where extension or augmentation of

distributing main is required- Three Months.

• Where commissioning of sub-station is required-

One Year.

Changeover Connection: After submission of completed

application form along with necessary documents and

payments, power supply changeover will be carried-out

within 30 days.

New Connection / Changeover 66688357

Email newpowerconnreq@tatapower.com

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Type of Service ConnectionsConnection Services are provided either on Permanent

basis or on Temporary basis, depending upon the

requirement of Consumers. The tariff for Permanent and

Temporary connections shall be as per the Tariff Order

issued by MERC from time to time.

1.Permanent Connection

For regular, long term usage of electricity permanent

connection is provided at the premises of the consumer.

2.Temporary Connection

For temporary period not exceeding two years as may be

agreed between Tata Power and the Applicant - For

functions such as construction, marriages, social,

religious or public gatherings.

Service Line Charges

Note:

1. For the applicants seeking dedicated distribution

facility, TPC is entitled to recover charges in accordance

with Regulation 3.3.3 of Supply Code.

2. Where the provision of supply to an applicant

necessitates augmentation of the distribution system,

TPC is entitled to recover charges in accordance with

Regulation 3.3.4 of Supply Code.

3. In case of applicants seeking extension of load,

service connection charges would be based on total

load and not on the additional load / contract demand

requirement.

As per Commission’s Order dated December 22, 2006 (Case No. 30 of 2006).

Below are the service line charges as per the sanctioned load

SCHEDULE OF RATES

Service Connection Charges for New Connection and Extension of Load

Sr. No. As approved by MERC *

Category Service Connection charges in (Rs.)

1 L.T. Supply

Single Phase

For loads up to 5 kW 2000

Loads above 5 kW and up to 10 kW 3000

Three Phase

Motive power up to 27 HP or other loads up to 20 kW 9000

Motive power above 27 HP but up to 67 HP or other loads above 20 kW but up to 50 kW 19500

Motive power above 67 HP but up to 134 HP or other loads above 50 kW but up to 100 kW 40000

Motive power above 134 HP but up to 201 HP or other loads above 100 kW but up to 150 kW 60000

2 H.T. Supply

For loads up to 500 kVA 350000

Load above 500 kVA 400000

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Security Deposit

CategoryRate Rs. Per Sanctioned Load / Contract

Demand (kW/KVA)

Residential (Direct / Changeover) Rs.200 / Rs.70

LT Commercial / Temporary Supply Rs.1000

HT Industrial Rs.1200

HT Commercial / Temporary Supply Rs.1500

Tari�s and Service ChargesTariff charges as per MERC rules are mentioned below:

Tata Power Tari� for Direct Customers on Tata Power wires w.e.f. 1st April 2014

Consumer Category

LT Category

LT 1 - Residential

Rs. Per Month

Rs. Per Month 9.09100> S4 (> 500 Units)

7.31> S3 (above 300 units) 75

> S2 (100-300 units) 75 Rs. Per Month 4.13

> S1 (0-100 units) 40 Rs. Per Month 2.49

Below Poverty Line (BPL 0-30 Units) - Rs. Per Month 2.183

Fixed Charge

Tari� - FY - 15 Tari� - FY - 15

Unit for Fixed Charges

Net Tari�(Rs./kWh)

LT II - LT Commercial

LT III - LT Industries upto 20 kW Load Rs. Per Month250 7.38

Rs. Per kVA Per Month 8.54200> 50 kW (LT -II -c)

Rs. Per kVA Per Month 7.99200> 20kW and <= 50 kW (LT-II -b)

Rs. Per Month 7.83> 0 - 20 kW (LT-II -a) 250

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Wheeling charges (in Rs/kWh): Cost of network

Description Tata Power

2.08

1.02HT Level

LT Level

*Tariff may be subject to revision by MERC

HT IV - Temporary Supply

HT III - Group Housing Society

HT I - Industry

HT II - Commercial

HT Category

LT - Public Services

HT - Public Services

LT VII - Temporary

LT VIII - Crematorium and Burial Grounds

LT VI - Street Light

LT IV - LT Industries above 20 kW Load Rs. Per kVA Per Month

Rs. Per kVA Per Month

Rs. Per kVA Per Month

Rs. Per kVA Per Month

Rs. Per Connection Per Month

Rs. Per kVA Per Month

8.20200

LT V - Advt & Hoardings Rs. Per Month

Rs. Per Connection Per Month

Rs. Per Connection Per Month

- Temporary-Religious

- Temporary-Others 400

200

200

200

200

200

200

4.48

8.02

8.31

6.89

13.07

8.24

15.93

200

250 7.72

4.73

400

200

19.09

6.88

Rs. Per Month

Rs. Per Month

Tata Power Tari� for Changeover Consumers (FY 15 Tari� ) w.e.f. 1st April 2014

Consumer Category

LT 1 - Residential

Below Poverty Line (BPL 0-30 Units)

0-100 units 0.41 1.24 0.57 2.38

4.45

8.57

12.64

40

0.10 1.24 0.223

101-300 units 2.05 1.24 0.7475

301-500 units 5.23 1.24 0.60

0.09

0

0

0.8675

Above 500 Units (Balance Units) 7.01 1.24 2.40 1.17100

1.69

Tata PowerEnergyCharge

(Rs./kWh)

FixedCharge(Rs. PerMonth)

CrossSubsidy

SurchargePayable to

R-Infra(Rs/kWh)

WheelingCharges

Payable toR-Infra

(Rs/kWh)

Net Tariff(Rs /kWh)

RegulatoryAsset

Chargespayable to

R-Infra(Rs/kWh)

07

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Note:Net energy Charge is inclusive of Distribution loss of Rinfra's Network which is 9% for LT network and 1.94 % for HT network.

Fixed charge of Rs. 100 per month will be levied on residential consumers availing 3 phase supply. Additional Fixed Chargeof Rs. 100 per 10 kW load or part thereof above 10 kW load shall be payable.

TOD Tariffs (in addition to above base tariffs) compulsory for LT II (B) and (C), LT IV, and LT IX category,HT I, HT II and HT VIcategories and optional for LT II (A) and LT III category

*Tariff may be subject to revision by MERC

(A) TSR - Temporary Supply Religious

(B) TSO - Temporary Supply Others

LT V - Advertisement & Hoardings

LT IV - LT Industries above 20 kW

LT III - LT Industries below 20 kW

> 50 kW

4.08

2.65

LT II - LT Commercial

6.46 1.24 4.34 1.39200

5.30 1.24 1.54 1.04 9.77

10.75

250

LT VII - Temporary Supply

LT VIII - Crematorium and Burial Grounds

LT IX – Public Services

06:00 hours to 09:00 hours

09:00 hours to 12:00 hours

12:00 hours to 18:00 hours

18:00 hours to 22:00 hours

22:00 hours to 06:00 hours

0.00

0.50

0.00

1.00

-0.75

5.75 10.731.24 2.02 1.03250

5.91 13.09

14.19

1.2420kW & <= 50 kW 3.92 1.31200

6.12

13.85

1.24

1.24

1.24

1.24

1.24

1.24

1.66

2.18

2.41

10.56

0.00

2.46

1.00

33.43

9.90

7.53

29.60

17.01 1.24 11.07 2.31

1.08

0.85

200

400

200

200

400

2.40 0.77 4.77200

5.64 2.02 1.04 10.62250

LT VI - Streetlights

0 - 20 kW

HT I - Industries

HT VI – Public Services

HT IV - Temporary Supply

HT III - Group Housing Society

HT II - Commercial

12.05

7.22

6.35

3.19

1.69

1.12 12.33

200

200

5.87 9.23

20.98

11.28

13.36

1.68 0.91200

7.29 0.64

0.64

0.64

0.64

0.64

4.04

2.49

1.23

1.00

200

200 7.00

Modes of PaymentTATA POWER provides its consumer with several modes

of bill payment options for their comfort:

1. TATA POWER Customer Relation Centres

2. Standard Chartered Bank drop boxes

3. Online Payment

4. ECS information and form download

5. Self-service kiosks and electronic drop

boxes

6. Mobile Bill Collection Van

7. Post Offices

8. ITZ Cash Card

9. Suvidhaa Outlets

10. ICICI Bank Branches

For a complete list of bill payment facilities log on to

cp.tatapower.com

In all the above cases the Consumers will not incur any

additional costs over and above the electricity charges

as per the Bill, as TATA POWER shall pay the agency

service charges.

Request Acceptance & Grievance Redressal System at TATA POWER

TATA POWER has an effective and consumer friendly

grievance redressal mechanism where consumers

can express their grievances using any of the Touch

Points/ following modes:

• Call Center (1-800-209-5161)

• Customer Relation Centres in every zone

• Online complaint registration (cp.tatapower.com)

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If a consumer is still aggrieved, he may approach IGR Cell:

Internal Grievance Redressal (IGR) Cell: This is a forum set up for redressal of TATA POWER’s consumer grievances regarding disputes other than theft or unauthorized use in accordance with the guidelines specied by the Maharashtra Electricity Regulatory Commission (MERC).

If the consumer is not satised with the resolution of grievances with TATA POWER, he can lodge the complaint with IGR Cell at the following address:

Internal Grievance Redressal (IGR) Cell, Tata Power Company Ltd., Distribution Customer Services, Dharavi Receiving Station, Near Shalimar Industrial Estate, Matunga (West), Mumbai – 400 019

Email: igr.grievance.cell@tatapower.com, Fax: 67172730

If consumer is aggrieved by the resolution of IGR cell, he may approach Independent Forums in the hierarchical manner.

Independent Forums

In case the complaints are not resolved as per the consumer expectations, the same can be forward to independent forums which are institutionalized under the aegis of Maharashtra Electricity Regulatory Commission (MERC).

Grievance Escalation Hierarchy:Consumer Relation

Centre / Call Centre /Website / Emails

Complaint Care Supervisor atCRCs / Head Call Centre

Head CRC

ComplaintRegistration

ComplaintResolution by

respectivedepartments

ComplaintResolved

ComplaintClosed

Intimation toConsumer

Complaint Not Resolved

Head Consumer Relations

Head Commercial (Dharavi)

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a. Consumer Grievance Redressal Forum (CGRF):

This is an independent forum set up for redressal of

TATA POWER's consumer grievances regarding

disputes other than theft or unauthorized use in

accordance with the guidelines specified by the

Maharashtra Electricity Regulatory Commission

(MERC).

In the event that a consumer is not satisfied with the

remedy provided by the IGR Cell to his grievance

within a period of two months from the date of

intimation or where no remedy has been provided

within such period, the consumer may submit the

Grievance to CGRF at the following address:

Chairperson, Consumer Grievance Redressal

Forum (CGRF), Tata Power Company Ltd.,

Distribution Customer Services, Dharavi Receiving

Station, Near Shalimar Industrial Estate, Matunga

(west), Mumbai - 400 019

Email:grievance.cell@tatapower.com.

Fax:67172730

Every grievance must be submitted in writing to the

forum in the format set out in Schedule A as per MERC

Regulations, 2006 which is downloadable from

cp.tatapower.com

b. Ombudsman

This is an independent forum set up by MERC. Any

consumer, who is aggrieved by the decision of

Consumer Grievance Redressal Forum, can appeal to

Ombudsman against the decision of CGRF.

Ombudsman,

Maharashtra Electricity Regulatory Commission,

606-608, Keshava Building, Bandra-Kurla Complex,

Mumbai - 400 051.

Email ID: pa@mercombudsman.org.in

Meter Testing ChargesMeter testing fees to be charged by the Licensee would be as under:-

If you are not satisfied with TATA POWERmeter testing report, you may contact:

Bureau of Indian Standards (WROL), MumbaiManakalaya, E-9, MIDC,Behind Marol Telephone Exchange,Andheri (E), Mumbai-400093, MaharashtraTel No. 022-28327856/7891, Fax No. 022-28262057E-mail: wrol@bis.org.in

Ashco Analytical Services, MumbaiLab House Plot No. F-13, Opp Seepz, MIDC, Andheri (E), Mumbai-400093, Tel No. 022-28361002/28376701, Fax No. 022-28350286

Category of meter (Rs./meter)

Single phase 200

Three phase 500

MD or Trivector Meter 1000

Testing of CT / PT Units

at installation 1000

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Don’ts which fall under Vigilance Cases

Dos for Bill Payment

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Dos and Don’ts

• Extend the power supply for the premises or area which is beyond the authorized area even if it belongs to you.

• Bypass/ tamper the meter.

• Break any type of seal on the meter or any other TATA Power Company’s installation.

• Reconnect/disconnect your power supply on your own or by local electrician.

• Use electricity for the purpose other than the authorized usage.

Eg: The supply is authorized for residence purpose; you use power for office, shops, small scale industry etc.

• Exceed sanctioned load.

Make the payment on or before due date to avoid disconnection notice.

• Write your correct consumer number on the cheque.

• If you miss the due date and receive a disconnection notice please make the payment before notice expiry date and immediately inform our call centre with the payment details.

• Please log your correct mobile no. and email ID for receiving alerts and e-bills.

• Log a complaint at our toll free no. 1800-209-5161 when you don’t receive your monthly bill.

• In case your line is disconnected, kindly make the payment at your nearest Customer Relations Centre with the reconnection charges and pending security deposit if any.

• If your supply has been disconnected for more than 6 months, then please visit your nearest Customer Relations Centre and apply for a new connection.

• If you want to disconnect the power supply permanently, please visit your neares Customer Relations Centre.

• Use power plugs equipped with Earth Leakage Circuit Breaker (ELCB) which is also calleResidual current circuit breaker (RCCB).• Don’t use any electrical appliance without an Earth wire connection.• Call a qualified electrician to carry out any electrical repair and wiring.• Don’t overload circuits and install additional circuits if needed.• Please do not insert bare wires into electrical plug sockets. Always use suitable two-pin or three-pin plugs while connecting any electrical appliance.

• Please do not use worn-out, frayed, damaged cords or appliances.• In case of fire due to electrical short circuit, please do not use water. Please switch OFF the mains immediately and do not touch any electrical connection, as it may still be live.• If anybody gets an electrical shock, please do not touch the person with bare hands to protect. Immediately switch OFF the supply and wooden stick to rescue. Arrange for Medical treatment immediately.• Follow correct specifications when replacing electrical uses in consultation with LEC(Licensed Electrical Contractor).

Dos - Don’ts For Safety

Safety Tips• Please use electrical appliances, cords and fixtures

with ISI mark only.

• Please use power plugs equipped with Earth

Leakage Circuit Breaker (ELCB) which is also called

Residual current circuit breaker (RCCB).

• Please follow correct specifications when replacing

electrical fuses.

• Please do not use any electrical appliance without

an Earth wire connection.

• Please ensure switch boards at a safe height and

out of reach of children.

• Please cover all unused electrical outlets or use

electrical outlets with inbuilt shutters.

• Please call a qualified electrician to carry out any

electrical repair and wiring.

• Please do not overload circuits and install

additional circuits if needed.

• Please do not replace the electrical fuse unless the

fault is identified & rectified.

• Please do not insert bare wires into electrical plug

sockets. Always use suitable two-pin or three-pin

plugs while connecting any electrical appliance.

• Please keep all electrical appliances and equipments

dry and away from water.

• Please do not operate any electrical equipment

with wet hands or body.

• Please unplug all electrical appliances when not in

use.

• Please keep electric hot iron or other electrically

charged equipments away from children.

• Please turn off all electrical equipments before

leaving the house.

• Please do not use worn-out, frayed, damaged cords

or appliances.

• Please avoid usage of electrical extension cords. If

required, then please ensure that it is rated

correctly.

• Avoid cords running through doors, walls, floors or

any other location where it could get damaged.

Please read carefully all manuals and manufacturer’s

instructions before use.

• In case of fire due to electrical short circuit, please

do not use water. Please switch OFF the mains

immediately and do not touch any electrical

connection, as it may still be live.

• If anybody gets an electrical shock, please do not

touch the person with bare hands to protect.

Immediately switch OFF the supply and use

wooden stick to rescue. Arrange for Medical

treatment immediately.

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Energy Saving TipsLighting: - Use CFLs (Compact fluorescent lamps). They

are four times more energy e�cient than normal

(incandescent) bulbs and give the same luminescence.

Always de-dust lighting fixtures to get full illumination.

Fans: - Replace conventional regulators with electronic

regulators for ceiling fans. Insure exhaust fans are

installed at a higher elevation than ceiling fans. Use BEE

Star-rated fans.

Microwaves / Ovens: - Do not bake large food items

and don't open the oven door too often as each

opening leads to a temperature drop of 25°C.

Computers: - Always remember to shut down your

computer after completing your work. It saves energy

and reduces system wear & tear.

Air Conditioners: - Buy air conditioners with automatic

temperature cut o� and set them on low cool setting.

Set AC thermostat as high as comfortably possible in

summers because the lesser the di�erence between the

indoor and the outdoor temperatures, the lesser the

energy consumption. Use BEE Star-rated appliances.

Please visit cp.tatapower.com for registration or call 1-800-209-5161

Get free from the hassles of paper bill and get your electricity bill delivered right into your inbox as E-bill and pay online through our website. Experience the bene�ts of E-bill and contribute in combating climate change.

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Registered O�ce:

Bombay House,

24, Homi Mody Street, Mumbai - 400 001, INDIA.

Tel: (91 22) 6665 8282, Fax: (91 22) 6665 8801