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The Haryana Electricity Regulatory Commission has directed state power utilities to improve accountability, service quality, and operational efficiency. Key measures include implementing a Consumer Satisfaction Index, adopting a Balanced Scorecard framework, and obtaining ISO certification for uniform standards. Utilities are required to monitor performance at all levels and take steps to reduce technical losses, ensure safety, and optimize costs through the Haryana Power Purchase Centre. Concerns were raised about billing disputes, inadequate post-installation monitoring of rooftop solar projects, and safety issues. Timely implementation of SAC decisions and practical consumer service remain top priorities.
The Haryana Electricity Regulatory Commission (HERC) has instructed the state's power utilities to enhance service delivery, ensure accountability, and strengthen overall institutional performance in the electricity sector. Advertisement
HERC has issued three major directives for the state utilities: introducing a structured Consumer Satisfaction Index (CSI), adopting a Balanced Scorecard (BSC) framework, and obtaining ISO certification. These measures aim to improve operational transparency, standardize procedures, and encourage best practices.
Chairman of HERC, Nand Lal Sharma, during the 33rd meeting of the State Advisory Committee (SAC), emphasized that all decisions taken in SAC meetings must be implemented within a fixed timeframe. The SAC is tasked with advising the Commission on service quality, license compliance, consumer protection, electricity supply, and overall performance standards of the utilities.
The Commission has directed utilities to roll out the CSI within three months, with monthly monitoring. The assessment will cover all levels, from junior engineers at section level to sub-division, division, and utility heads, to ensure accountability and improve consumer interaction.
To promote target-driven performance and systematic improvements, the BSC framework is to be implemented within four months. This framework will monitor both financial and non-financial performance across areas such as consumer satisfaction, operational efficiency, safety, loss reduction, service quality, and capacity building. Performance reviews will be conducted monthly at all organizational levels.
Currently, Haryana Power Generation Corporation Limited (HPGCL) is the only ISO-certified utility in the state. The Commission has directed Haryana Vidyut Prasaran Nigam Ltd (HVPNL), Uttar Haryana Bijli Vitran Nigam Ltd (UHBVNL), and Dakshin Haryana Bijli Vitran Nigam (DHBVN) to obtain ISO certification to ensure uniform standards, process transparency, and adoption of best practices.
Sharma also stressed the importance of cost optimization and strengthening the Haryana Power Purchase Centre (HPPC), a joint forum of UHBVN and DHBVN. He advised utilities to adopt strategies followed by states such as Uttar Pradesh and Himachal Pradesh to reduce avoidable financial burdens on consumers.
During the meeting, DHBVN Managing Director Vikram Singh said that steps are underway to reduce Aggregate Technical and Commercial (AT&C) losses further. Both UHBVNL and DHBVNL have projected an Annual Revenue Requirement (ARR) of INR 51,156.71 crore for the coming financial year.
The Commission expressed concern over the rising number of billing-related disputes and asked utilities to adopt systemic corrective measures. It also sought details of fatal electrical accidents and instructed immediate corrective action to address sagging overhead lines, unsafe transformer conditions, and exposed wiring.
Regarding rooftop solar installations, HERC observed that monitoring after commissioning remains insufficient. Utilities were directed to randomly inspect 10-25 percent of vendor-executed works, publicly display vendor performance ratings, and integrate solar-related complaints into the common grievance redressal system.
Sharma reiterated that timely implementation of SAC decisions is essential and highlighted that addressing practical consumer issues and improving service delivery must remain the top priority for Haryana's power utilities.
Source PTI
FAQ
Q1. What directive has the Haryana Electricity Regulatory Commission (HERC) given to state power utilities?
HERC has directed Haryana's power utilities to strengthen accountability, improve consumer service, and enhance operational efficiency. The Commission emphasized timely implementation of decisions, practical consumer service, and the adoption of standardized processes to ensure uniform quality across all utilities.
Q2. What are the key initiatives proposed by HERC?
The Commission has instructed utilities to implement three major measures:
A Consumer Satisfaction Index (CSI) to measure service quality and consumer interaction at all organizational levels.
Adoption of a Balanced Scorecard (BSC) framework to monitor financial and non-financial performance, including operational efficiency, safety, and capacity building.
ISO certification for utilities, ensuring standardized processes, transparency, and alignment with global best practices.
Q3. How will accountability and monitoring be ensured?
The CSI will cover all levels of staff from junior engineers to utility heads with monthly monitoring. The BSC framework will be implemented within four months, with monthly performance reviews tracking operational and financial metrics. Utilities are expected to adopt practices from other states to optimize costs and reduce financial burdens on consumers.
Q4. What steps are being taken to reduce technical losses and improve safety?
Utilities are required to monitor Aggregate Technical and Commercial (AT&C) losses, reduce avoidable expenditures, and strengthen the Haryana Power Purchase Centre (HPPC) for better cost optimization. HERC has also instructed utilities to address unsafe electrical infrastructure, such as sagging overhead lines, exposed wiring, and faulty transformers, with immediate corrective actions.
Q5. What concerns did HERC raise regarding rooftop solar installations?
The Commission highlighted insufficient post-installation monitoring of rooftop solar systems. Utilities are directed to:
Randomly inspect 10-25% of vendor-executed installations,
Publicly display vendor performance ratings, and
Integrate solar-related complaints into the common grievance redressal system.
Q6. What are the broader objectives of these directives?
HERC aims to enhance transparency, standardize procedures, reduce billing disputes, improve safety, and strengthen consumer trust. The directives are part of a broader effort to professionalize utility operations, ensure timely decision implementation, and improve overall service quality for Haryana's electricity consumers.
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