Customer Information

Manual

NPCLNOIDA POWER COMPANY LIMITED

CEO’s Message Dear Consumer, I have great pleasure in releasing this booklet containing useful tips and information on day to day basic issues; consumer may be having regarding electricity. Please utilize and suggest improvements, which can be incorporated in subsequent editions. I further thank my all colleagues for their untiring effort for compilation & release of this booklet. With Best Wishes, R.C. Agarwala CEO, NPCL

OUR MISSON

To create the most exciting workplace for our employees, the best service environment for our customers and the

most preferred business enterprise for our partners.

OUR VISION

By 2012, we shall be the best electricity service provider in the country in terms of Customer Perception.

Brief background Noida Power Company Ltd (NPCL), first private distribution company of independent India, came into existence in the year 1993. A joint venture between Greater Noida Industrial Development Authority (GNIDA) and one of the largest Indian Business Houses i.e. RPG group, NPCL procures power from various sources and distributes in Greater Noida area. NPCL currently serves population of around 2 lacs spread across 115 villages in 335 sq.kms. It has a consumer base of about 45,000 under various categories. Achievements

Major investments have been made by the Company in enhancing the Customer Information System to ensure better process control in the areas of Billing, Collection and Customer Care. Dedicated Customer Care Centre, ATM machine for bill payment and e-billing (consumers can view and download their bills) and Drop boxes at 12 various locations are few steps initiated by NPCL for customer convenience. A dedicated 24 X 7 Call Centre is operational to receive consumers’ complaints by phones, emails or visiting designated centre. Such complaints are promptly attended. NPCL maintains 8% Transmission and Distribution (T&D) losses which is the lowest in India and is still a distant dream for many other utilities to achieve. Corporate Social Responsibility: “Working towards achieving the goal of Corporate Social Responsibility, CSR team of NPCL initiated many steps to help marginalized section of the society. A multi-pronged approach has been adopted; from organizing health check-ups, blood donation camps to distributing free medicines for healthier society. NPCL’s women empowerment programme was highly appreciated by USAID and Treasury secy. of USA during their field visit to NPCL area. NPCL in this financial year is committed to provide subsidized-electricity-installation to government undertaking primary schools in Ambedkar villages and have already initiated women skill development program in rural areas.

Adding brilliance to power distribution, NPCL team time to time has made huge investments in network augmentation/strengthening to avoid frequent Interruptions / breakdowns as well as to proactively service the growing demand of the consumers of the area. NPCL always believed in implementing cutting edge technologies be it Smart Metering, ERP, SCADA, GIS, Areal Bunch Cable and AMR for consumers. IT initiatives have been undertaken to integrate network, customer and asset management by leveraging geo-spatial information, undertaking remote network sensing and operation in real time and improving daily work management by automating the business processes of billing, collection and human resource management on SAP platform.

Initiatives for better Consumer Servic

24X7 Call Centre Bill print on Web Consumers have been provided with the facility for downloading/Printing of Electricity Bill through our Website: http://www.noidapower.com. Consumers who have registered their email ID with the company are receiving their electricity bills through email. SMS Services NPCL has started a “SMS SERVICE” for the consumers to obtain various information regarding Power supply, Billing dues, Breakdown & Load shedding details etc. on their mobile phones. For further query, you may mail to sms@noidapower.com. For registration kindly fill up a registration form available at all the offices of NPCL. You can also contact at the reception of Head Office at Commercial Complex-H-Block, Sector Alpha-2, Greater Noida City-201308, Uttar Pradesh Ph: 0120-2326559, 60, 61, EMAIL:sms@noidapower.com

It has made significant strides in enhancing the quality of customer service and facilitating customers’ conveniences. Systems have been upgraded so that customers can communicate queries, complaints and grievances through multiple channels, such as, telephone, email and the internet, without taking any trouble to personally visit the company’s office.

A centrally air conditioned Customer Care Centre is dedicated for quickly attending and addressing almost all needs of the consumers under one roof. This Centre has separate windows for payment, billing complaint / duplicate bill print etc. One team is dedicated exclusively for new connections and load augmentations cases. A Co-ordination team also offers spot suggestions /clarifications regarding technical and commercial issues or depending upon the need, forwarded to the concerned department of NPCL.Close coordination is maintained between all such departments of NPCL to ensure that issues are quickly resolved to mutual satisfaction. ATM/Kiosk (Automated Machines) has been installed at Customer Care Office for bill payments and couple of more ATM machines are being installed at various other suitable locations for consumer convenience.

Power Theft 12000 MW of electricity is generally required every year to meet the growing demand of power. This would require an annual investment of nearly Rs.50, 000 crores which is quite huge. Power theft is one of the main reasons for such requirement. Another bane of power sector is the very high transmission and distribution (T&D) losses which account for almost 40% of the electricity produced. No civilised society or a functional commercial entity could sustain losses on such a large scale. Data reveals that only 69.87 % of the electricity available to Power utilities for sale was billed. This implies that 30.13 % of the energy available for sale was lost; including due to theft. The shortage can be mitigated/ reduced if all sections of the society join their hands to eradicate the menance of rampant power theft which is plaguing the Power sector today. Electricity is not for an individual but for the whole society, hence; it should be used efficiently and protected from theft / wastage. Relevant Provisions of Electricity Act-2003:

Theft of Electricity: Whoever dishonestly, taps any connection with overhead, underground lines or cables, or service wires or uses tamper meter, installs or uses a tampered meter, any other device or method which interferes with accurate or proper registration, calibration or metering of electric current or otherwise results in a manner whereby electricity is stolen or wasted, shall be punishable with imprisonment for a term which may extend to three years or with fine or with both.

Who ever dishonestly uses electricity for the purpose other than for which the usage of Electricity was authorized can also be punished with 3 years imprisonment and fine.

Receiving Stolen Material: person who have committed an offence of theft of electric

lines and materials or whoever, dishonestly receives stolen material shall be punishable with imprisonment for a term which may extend to three years or with fine or both.

Interfering with meters or work of licensee: Whoever maliciously injures any meter, indicator or apparatus belonging to a licensee shall be punishable with imprisonment for a term which may extend to three year or fine or both.

Frequently Asked Questions 1. How to obtain New Connection?

Application forms can be collected either from Noida Power Company Limited head Office or can be downloaded from the Company website www.noidapower.com . Applicant can fill up application form, duly attaching the requisite documents like B&L form, Possession certificate, ID proof, land document etc.on receipt of provisional-estimate-cum-bill for new service connection charges, deposit the same by way of Cash (up to Rs.20, 000/-),or Banker's cheque/Demand Draft etc. Under normal circumstances Service apparatus will be installed within the following time limits:

Domestic / Commercial Connections in Township area

7 days

LT industries 15 days

High Tension supply Within 3 days from the submission of energisation clearance from Directorate of Electrical Safety

2. What to do –when electricity bills not received timely?

First electricity bill is delivered within 60 days of installation of meter. In case of non-delivery of First bill/regular bill please contact our Customer Care Centre, Alpha-1 with the "consumer number" indicated on the top left side of the invoice you received while applying for the connection.

3. How to resolve bill related queries?

All billing related queries/complaints are registered at Customer Care Centre, Sector Alpha-1, Greater Noida. Mr. Abhishake Jain, Asstt. Manager (Commercial) can be contacted for this purpose during office hours. email: Ajain@noidapower.com. For any complaint / problem related to Electricity Bills or Payments, which is not getting resolved in the usual course, please contact Mr. Sujay Chaturvedi, Sr. Manager (Commercial) at +91-9718804961 or at SChaturvedi@noidapower.com

4. Who determines electricity tariff?

Electricity tariff is determined by Hon’ble Uttar Pradesh Electricity Regulatory Commission (UPERC).

5. Why fixed charges are levied?

The prevailing electricity tariff is based upon two part tariff structure, whereby fixed charges compensate for the fixed cost associated with supplying electricity at the consumers premises such as capital cost associated with electrification of the area. As is generally believed fixed charge is not levied for 24 hours Power supply.

6. Information regarding open/damaged pillar box cases?

Feeder pillar boxes are installed to ensure safety of electrical equipments as well as for residents. NPCL undertakes maintenance work periodically and as and when it receives such complaints. It has been observed that door of feeder pillar boxes are taken away or damaged by hooligans repeatedly. Therefore, consumers are requested to look after the feeder pillar boxes of their localities as it belongs to them and it is for their own safety. However, for open feeder pillars, consumers can register complaint at Call Centre or can inform Division engineers. If it is not attended within a week time frame then Dy.Manager (Operations), Sr.Manager (Operations) can be contacted for this. (Contact details are given in “Contact us” segment.

7. What are the various levels of complaint resolution mechanism?

Customer complaints are duly recorded through “Customer Visit form” and “Customer Information system” database. Their status are regularly monitored and reviewed so as to take necessary corrective actions.

Consumers are requested to contact the following officers for redressal of any complaints / queries:

Firstly -Concerned Officer --5 Working Days There after -Deputy Manager --3 Working Days There after -Manager/Sr. Manager--2 Working Days There after -General Manager --2 Working Days There after -CEO --3 Working Days

The above officers’s Contact details are available at “Contact Us” segment.

However if the consumers are not satisfied with the resolution of their complaints at the above, they may approach the “Secretary”- Consumer Grievances Redressal Forum (CGRF) during working hours at following postal address or may mail it to cgrf@noidapower.com

Secretary, Consumer Grievances Redressal Forum (CGRF) M/S Noida Power Company Ltd, 33/11 kv Sub-Station Builders Area Greater Noida

Consumer must submit his complaint in writing and it must contain the following particulars;

1) Name, address, Service connection number, tariff category, telephone number, email ID (if any).

2) Full facts of the matter supported by self-attested copies of relevant documents 3) Relief prayed for 4) A statement that the matter is not pending before any court, authority or Forum 5) Copy of the response, if any, or order of the licensee 6) Complaint shall be accompanied by fee of Rs.50/- through postal order or demand draft

payable to “the secretary”, CGRF, payable at Greater Noida/Noida or any other instrument specified by the forum.

Consumers, who may be aggrieved by the decision of the Forum, can represent their case to an Ombudsman to be appointed/designated by UPERC. The Electricity Ombudsman may be contacted at: 2/475 Vibhar Khand Gomti Nagar Lucknow-226010 Phone number: 0522-2720856,2720857

8. Who is maintaining Street Lights?

Street Lights in the city are being maintained by GNIDA .For any complaints related to street lights Please Contact Urban Services Office, Greater Noida.

Other Useful Information: 1. BILL CALCULATION

Monthly Consumption Calculator (Indicative)

2. SAFETY TIPS

• Never touch a fallen power line or anything or anyone in contact with fallen power line. • Watch for power lines when using a ladder, pruning trees, carrying long tools or pipes,

working on the roof or installing an antenna. • Don't use electric tools near water or in the rain, without adequate safety i.e. wearing

rubber gloves. • Never enter a substation or fenced enclosure that surrounds electrical equipment. • Licensed Electrical Contractors should do installation of wiring and electrical

fittings/equipment. • Fans, Switchboards and other electrical equipment should be properly earthed fuses of

proper rating should be installed. • You should install MCB's in your household circuits under the guidance of a Licensed

Contractors.

Appliance No. Hours/Day Units/Month

Fluorescent Tube 5 6 35 Incandescent Lamp 3 8 43 Fan (60W) 5 8 72 Refrigerator 165 Ltr. 1 16 86 Electric Iron (1500W) 1 1 45 Cooler (180W) 2 10 108 Television – 20 inch (80W) 1 6 14 Water Pump (0.5HP) 1 1 11 AC – 1.5 Ton (2500W) 1 6 450 Geyser (2000W) 1 2 120

• Don't overload electrical outlets. You must use an extension cord temporarily, match

the amperage and wattage limits of the cord and appliance, and do not use damaged cords.

• Keep electrical equipment out of reach of children • Don’t allow your child to play near a feeder pillar box, even if it is closed properly. • Educate your children about electrical safety. Teach them never to put fingers or

objects into outlets or appliances, and use outlet covers wherever necessary. • Always use ISI mark/standard fittings, tools appliances.

3. ENERGY SAVING TIPS

Save Electricity and Check Wastage India has 15% of world population but has only 2% of world oil reserves and hence its time for everyone especially industries and commercial establishments to focus on energy conservation by adopting latest technologies and devices. This further calls for energy conservation. Conserving or saving energy is a national cause. Efficient Energy Management is key to sustain the global competitiveness .Efficient Energy management requires not just efficient equipment, appliances and gadgets, but most importantly it also requires a change in the habits and attitude we have towards energy in general and electricity in particular.

• Use more tube-lights in place of electric bulbs. Switch off lights and fans etc. while leaving the room.

• Do not open the fridge-door unnecessarily time and again. • Use only ISI marked items to reduce electricity consumption and also to avoid

possibility of any accident. • Install Bureau of Energy Efficiency (BEE) labeled equipment, which specifies energy

efficiency, to reduce energy consumption. • Use ceiling or table fan to counter summer heat. Ceiling fans, for instance, cost about

30 paise an hour to operate – much less than air-conditioners (Rs.10.00 per hour). • Set the thermostat of the air-conditioner at 25 degrees centigrade (77 degree

Fahrenheit) for least cost. The energy consumption will be three to five per cent less with each degree about 22oC (71.5oF).

Your Suggestions:

Consumers are requested to mail their suggestions at smohanty@noidapower.com,if any, for improvement/ betterment of services. We always value & respect your suggestions.

Let’s conserve energy from right now to brighten up Future… ..

Contact Us :

General Enquiries 0120-2326559/60/61

New Service Connections Mr. Tarun Chauhan, Sr. Supervisor (Operations) # 91-9911998208 email: Tchauhan@noidapower.com

Reconnection/Disconnection Mr. Navneet Luthra, Asstt. Manager (Commercial) #91-9990046417 email: Nluthra@noidapower.com

Theft report of electricity or of any equipment belonging to NPCL

Mr. Samarjit Mohanty, Dy. Manager (Operations) # 91-9891701252 email: Smohanty@noidapower.com

Call Center # +91-9958075000 / +91-9958076000

Bill-related queries Mr. Abhishake Jain, Asstt. Manager(Commercial) email: Ajain@noidapower.com

Meter-related queries Mr. Rajendra Gupta, Dy. Manager (Meters) # 91-9911411377 email: Rkgupta@noidapower.com

Transformer Related

Mr. Arunashis De, Asstt. Manger (Operations) # 91-9891701256 email: Arunashisde@noidapower.com Mr. Vivek Sharma # 91-9911998225 email: Vsharma@noidapower.com

Urban Division-I (Alpha, Beta, Gama, Delta & KP-I,II and III)

Mr. Utpal Nandi, Asstt. Engineer (Operations) # 91-9990046408 email: Unandi@noidapower.com

Urban Division-II (Sigma, Swarn Nagri, Builders Area)

Mr. Rajesh Mishra, Executive (Operations) # 91-9911411373 email: Rkmishra@noidapower.com Mr. Surajit Dhara , Junior Engineer #91-9911998223 email: Sdhara@noidapower.com

Surajpur Division (Surajpur, Udyog Kendra and Udyog Vihar, Tilapta and there nearby areas )

Mr. Farhan Ahmad Executive (Operations) # 91-9911411379 e-mail Sahmed@noidapower.com Mr. Sougata Ghosal # 91-9990046407

Kasna Division (Site-IV to Dankaur Railway Station)

Mr. Rajesh Shrivastava and Mr. Rajesh Mishra # 91-9891701259 email: RajeshShrivastava@noidapower.com

For sending message to the company, where the name of the concerned officer is not known, the message may be sent to customercare@noidapower.com Contact Details of Sr. Manager (Operations) : Mr. Rajiv Goyal #09911998210 or mail id: rajivgoyal@noidapower.com

Contact Details of General Manager: Mr. Gautam Ghosh- mail id: gautamghosh@noidapower.com

Contact Details of Chief Executive Officer: Mr. R. C. Agarwala : Mail id: agrawalarc@noidapower.com

 

VALUES & BELIEFS

Good ethics is good business.

Customer is the most important person to our organization.

The climate will be one of mutual respect and collaborative practices.

Our success depends on the enterprise and excellence of all employees.

The workplace will foster a learning organization, which believes in being

the best-in-class.