The Commission through Supply Code and Standard of Performance Regulations, 2021 has stipulated timelines for performing various consumer-related activities by distribution licensees and compensation to be paid to the consumer for the delay in performing such activities. SoP for some of the activities are as below:

Sr. No.	Activity/Event	Standard Timelines	Compensation Payble
Provision of Supply
1	Connection from existing Network	Metro Area – 7 days Urban Area – 15 days Rural Area – 30 days	Rs 50 per week or part thereof – maximum of twice the SCC for that Category.
2	if extension or augmentation of distributing main is required	Three (3) months
3	If commissioning of new sub-station forming a part of the distribution system is required	One (1) year
Restoration of Supply
1	Fuse off call	Urban Area – 3 Hrs	Rs 50 per hour -  maximum of Rs 500 for LT Consumer Rs 100 per hour  -maximum of Rs 1000 for HT Consumer.
		Rural Area – 18 Hrs
2	Overhead Line	Urban Area – 4 Hrs
		Rural Area – 24 Hrs
3	Under Ground / Bus Riser	Urban Area – 8 Hrs
		Rural Area – 48 Hrs
4	Distribution transformer and associated Switchgear failure	Urban Area – 18 Hrs
		Rural Area – 48 Hrs
5	Burnt Meter	Urban Area – 18 Hrs
		Rural Area – 48 Hrs
Meters
1	Meter inspection	Urban Area – 4 Hrs	Rs. 50 per week - maximum of Rs 250.
		Rural Area – 12 Hrs
2	Replacement of meter if found faulty	Within subsequent billing cycle
Reconnection
1	Reconnection of a Consumer - Disconnected for less than six (6) months	Urban Area – 4 Hrs	Rs 50 per hour – maximum of Rs 250.
		Rural Area – 12 Hrs

For more details kindly refer Annexure ‘II’ of MERC (Electricity Supply Code and Standards of Performance of Distribution Licensees including Power Quality) Regulations, 2021.