CONSUMER SERVICE MANUAL

TABLE OF CONTENTS
1. PRELIMINARIES ....................................................................................................... 5
2. NEW CONNECTION/TEMPORARY CONNECTION /CHANGE OF NAME
/EXTENSION OF LOAD/REDUCTION OF LOAD/ CHANGE OF TARIFF ....... 12
3. RELOCATION OF DISTRIBUTION FACILITY AND SHIFTING OF SITE ..... 45
4. METERING INSTALLATION ................................................................................ 48
5. SECURITY DEPOSIT .............................................................................................. 54
6. METER READING AND BILLING ........................................................................ 57
7. TARIFF ...................................................................................................................... 65
8. DISCONNECTION AND RECONNECTION ......................................................... 68
9. DISHONEST ABSTRACTION, CONSUMPTION OR USE OF ENERGY .......... 77
10. CONSUMER COMPLAINTS ................................................................................... 82
11. DISTRIBUTION AND CONSUMER SUB STATION ............................................ 88
12. SAFETY AND SECURITY ....................................................................................... 91
13. EFFICIENT USE AND CONSERVATION OF ELECTRIC POWER .................. 99
14. RIGHTS AND OBLIGATIONS VIS-À-VIS CONSUMER AND DISCO............. 105
15. VIOLATION OF INSTRUCTIONS ....................................................................... 109
16. PUBLIC ELECTRIC VEHICLE CHARGING STATIONS ................................. 110
LIST OF ANNEXURES.................................................................................................. 119
Annexure I: APPLICATION FORM (FOR CONNECTION) .............................................. 120
Annexure II: Power Supply Contract .................................................................................... 128
Annexure III: Time Frame for New Connections ................................................................... 131
Annexure IV: Security Deposit Rates..................................................................................... 135
Annexure V: Percentage of Load Factor for Different Types of Connections ........................ 136
Annexure VI: Load Assessment Criteria for Housing Societies, High-rise Buildings, Commercial
Plazas, Multistorey Buildings, etc. ........................ Error! Bookmark not defined.

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ACRONYMS
AIS Air Insulated Sub Station

AM(O)/SDO Assistant Manager (Operation) or Sub Divisional Officer

AMCS/RO Assistant Manager Customer Services/Revenue Officer

AMR Automatic Meter Reading

CE Chief Engineer

CEC Consumer Eligibility Criteria, 2003

CEO Chief Executive Officer

CNIC Computerize National Identity Card

CP Form Commercial Procedure Form

CSD Customer Services Director

DCC DISCO Computer Center

DCM Deputy Commercial Manager

DCO Disconnection Order

DG (COM) Director General, Commercial

DISCO Distribution Company

DM(O) or XEN Deputy Manager (Operation) or Executive Engineer

DN Demand Notice

ERO Equipment Removal Order

GIS Gas Insulated Sub Station

GM (CS) General Manager (Customer Services)

kWh Kilo Watt Hour

LPS Late Payment Surcharge

LS I Line Superintendent Grade – I

LS II Line Superintendent Grade – II

M (COM) Manager Commercial

M (O)/SE(O) Manager (Operation) or Superintending Engineer (Operation)

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MCO Meter Change Order

MDI Maximum Demand Indicator

MS I Meter Supervisor Grade – I

MS II Meter Supervisor Grade - II

MSB Meter Security Box

NEPRA National Electric Power Regulatory Authority

NOC No Objection Certificate

P-Disc Permanent Disconnection

POI Provincial Office of Inspection

RCO Reconnection Order

SCO Service Connection Order

SDC Sub Divisional Clerk

SR Store Requisition

TAC Telephone Attendant Clerk

TD Technical Director

ToU Time of Use

The designations/offices in this manual have been mentioned keeping in view the
nomenclature of DISCOs. K-Electric and other licensees are required to modify/amend the
same in the whole manual as per their own organizational structure/nomenclature.

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1. PRELIMINARIES

1.1 AIMS AND OBJECTIVES OF CONSUMER SERVICE MANUAL

The Consumer Service Manual lays down the instructions in pursuance of Section 21 (d) of
the Regulation of Generation, Transmission and Distribution of Electric Power Act, 1997
read with Rule 9 of the NEPRA Licensing (Distribution) Rules, 1999 which shall be
administered by a distribution licensee, Electric Power Supplier, as the case may be, to ensure
safe, effective and reliable supply of electric power to consumers. Pursuant to sub rule 6 of
the ibid rule the Authority may from time to time direct the licensee to revise the Consumer
Service Manual in such manner and with respect to such details as the Authority may direct.

The two distinct Distribution Service Manual and Consumer Supply Manual aim to provide a
clear framework to ensure that the licensee does not modify these manuals in a way that
could lead to a violation of laws or other applicable documents. They are designed to align
with digital trends, promote collaboration, encourage consumer engagement, and leverage
global best practices from ' successful digitalization efforts. DISCO can take inspiration from
top-performing companies to shape its digitalization strategy in a way that enhances
consumer satisfaction and streamlines operations. This approach will allow DISCO to
incorporate successful practices from the Utility companies, resulting in a better experience
for consumers and more efficient processes.

1.2 SCOPE OF CONSUMER SERVICE MANUAL

The Consumer Service Manual is applicable to all consumers served by the distribution
licensee (DISCO to insert its name), Electric Power Supplier, as the case may be, including
the Bulk Power Consumers and includes, without limitation to the following matters, namely:

1.2.1 Form and manner of application by the consumer for obtaining electric service
connection, along with detail of documents to be submitted in support of the
application.

1.2.2 Fees and charges for connection, installation of meters, other facilities for connection
and reconnection.

1.2.3 Procedure and manner for installation of meters and other facilities for connection.

1.2.4 Time frame for providing service connection to consumers.

1.2.5 Procedure and manner for billing, time limit of payment of bills and procedure for
collection of bills.

1.2.6 Procedure for issuing disconnection notice to consumer for non-payment of bills and
the procedure thereof for disconnection of electric supply in case of non-payment and
reconnection after payment of outstanding dues.

1.2.7 Collection of arrears upon or following reconnection.

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1.2.8 Procedure for disconnection and the charges for illegal abstraction/theft of electric
power or for use of electric power for purposes other than those specified in the
application for connection and service.

1.2.9 Procedure and the time-frame for handling and redressal of different types of
consumer complaints.

1.2.10 Requirement of safety and security.

1.2.11 Efficient use of electric power including with reference to characteristics of supply or
usage such as time of day, week or season.

1.2.12 Electric vehicle charging stations.

1.2.13 Net Metering.

The Consumer Supply Manual also serves as the code of conduct for a distribution licensee
or electric power supplier. It must be used alongside the NEPRA Consumer Eligibility
Criteria (Distribution Licensees) Regulations, 2022, and the NEPRA Consumer Eligibility
Criteria (Electric Power Suppliers) Regulations, 2022, as well as other applicable rules,
regulations and applicable documents such as performance standards, etc.

1.3 INTERFACES WITH CONSUMER FORUMS

DISCO (DISCO to insert its name) shall make efforts to have interface with the Consumer
Forums/ Councils and Associations. Efforts shall be made to improve DISCO (DISCO to
insert its name)-Consumer relationship and the consumer’s awareness about utility’s
programs/ activities/services. Consumer online facility/Services Centers/One Window
Operation shall operate round the clock.

1.4 DEFINITIONS

DISCO (DISCO to insert its name) operating in pursuance of the distribution license granted
by National Electric Power Regulatory Authority (NEPRA) is allowed to charge only such
tariff as approved by NEPRA and notified by the government of Pakistan. Such tariff
provides for the terms and conditions of tariff applicable to different categories of consumers
determined by NEPRA. A copy of the current applicable Tariff Terms and Conditions as
approved by NEPRA is available at the NEPRA website. The definitions of the following
terms are accordingly as per the tariff determinations of NEPRA as amended from time to
time:

1. Agricultural Supply

2. Billing Demand

3. Billing Period

4. Energy Charges

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 5. Fixed Charges

6. General Service

7. General Supply

8. Maximum Demand

9. Industrial Supply

10. Maximum Demand Indicator (MDI)

11. Month

12. Power Factor

OTHER DEFINITIONS

13. Act: Means the Regulation of Generation, Transmission and Distribution of Electric
Power Act 1997

14. Applicable Documents: means the rules and regulations issued in pursuance of the
Act by the Authority, from time to time, relating to the generation, distribution and
transmission license, the Grid Code, the Distribution Code, Consumer Service
Manual(CSM) and any documents, instruments, approvals or authorizations issued or
granted by the Authority in exercise of its power under the Act.

15. Applicant: means any person who applies for provision of electric power service or
for similar other purpose.

16. Authority: means the National Electric Power Regulatory Authority established
under Section 3 of the Act;

17. Application: means a request to the authorized office of DISCO (DISCO to insert its
name), Electric Power Supplier, as the case may be for an electric service connection
on the prescribed form. (Annex I);

18. Bulk Power Consumer (BPC): means a consumer who purchases or receives
electric power, at one premises, in an amount of one megawatt or more or in such
other amount and voltage level and with such other characteristics as the Authority
may determine and the Authority may determine different amounts and voltage
levels and with such other characteristics for different areas;

19. Circle: means the administrative area of jurisdiction within DISCO (DISCO to insert
its name) headed by Manager / Superintending Engineer

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20. Common Distribution System (CDS): means the distribution system as defined in
the NEPRA Consumer Eligibility Criteria (Distribution Licensees) Regulations,
2022;

21. Company: means a company formed and registered under Companies Ordinance,
1984 /Companies Act, 2017.

22. Conductor: means a wire, cable or other form having suitable capacity for carrying
electric current and used for movement or delivery of electricity;

23. Connected Load: means total load in kilowatts (kW) that is connected to an electric
supply system or installed at premises;

24. Connecting Point: means the point where the dedicated distribution system of the
applicant is connected with the existing Common Distribution System (CDS);

25. Consumer: means a person or his successor-in –interest who purchases or receives
electric power for consumption and not for delivery or re-sale to others, including a
person who owns or occupies a premises where electric power is supplied;

26. NEPRA Consumer Eligibility Criteria (Distribution Licensees) Regulations,

2022: means criterion for provision of distribution service on non-discriminatory,
fair, transparent and just manner to the applicants within the service territory of a
distribution company prescribed by NEPRA vide SRO.448 (I)/2022 dated March 28,
2022, as amended from time to time.

27. Consumer's Mailing Address: means the address specified in the Application
Form.

28. Consumption: means the amount of electricity used and measured over a given
period of time;

29. Court: means the Court of Sessions designated as Electricity Utilities Court
empowered to take cognizance of an offense under the provisions of Pakistan Penal
Code, 1860 (Act XLV of 1860) and the Code of Criminal Procedure, 1898 (Act V of
1898);

30. Declared Voltage: means the voltage required to be supplied at the consumers’
terminals with permissible variations according to Performance Standards
(Distribution) Rules, 2005;

31. Dedicated Distribution System (DDS): means that part of the distribution system,
required to supply power for the sole consumption of an applicant and not for
supplying power to any other consumer and shall comprise of the distribution system
from the connecting point up to the interconnection point of the applicant including
the metering and service wire and such other connection arrangement;

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32. Distribution Lines: mean overhead lines and/or underground facilities consisting of
conduit and cable which are operated at nominal distribution voltages;

33. Distribution Facilities: means electrical facilities operating at distribution voltage

and used for movement or delivery of electric power;

34. DISCO: means a utility/entity engaged in the business of distribution of electric

power as licensed by NEPRA;

35. Division: means the administrative area of jurisdiction within DISCO (DISCO to
insert its name) headed by Deputy Manager / Executive Engineer

36. Earthing or Grounding: means electrical connection to general mass of earth in

such a manner as to ensure, at all times, an immediate discharge of energy;

37. Electric Power Supplier: means a person who has been granted a license under the
Act to undertake supply of electricity;

38. Energy Meter: means a device that registers the quantity of electrical energy over a
period of time;

39. Force majeure: means an act of God that is reasonably not foreseeable by a
distribution company or a force or cause beyond the reasonable control of a
distribution company;

40. Housing Society: means a society registered with the Registrar Cooperative
Societies under the Cooperative Societies Act, 1925 duly approved by the concerned
Local Municipal Authority;

41. Interconnection Point: means the point where the metering installation and
protection apparatus of the consumer is connected to the dedicated distribution
system;

42. Interruption: means loss of electric power to one or more consumers;

43. Load Factor: means the ratio of average load over a designated period to the peak
load in that period;

44. Metering Installation: means the metering and associated equipment installed for
recording consumption/usage of electric power of a consumer;

45. NEPRA: means National Electric Power Regulatory Authority;

46. Net Metering Facility: means a facility comprising of one or two meters for
measuring the kWh generated by Distributed Generator and supplied by Distribution
Company for determining the net energy;

47. Nominal Voltage: means a suitable approximate value of voltage used to designate
or identify a system;

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48. NTDC: means National Transmission and Dispatch Company;

49. Overloading: means a condition under which part of the system is subject to an
electric power/current in excess of the normal design rating of that part of the system
and not due directly to system fault current;

50. Person: Shall include an association of persons, concern, company, firm or under-
taking; authority, or body corporate set up or controlled by the Federal Government
or, as the case may be, the Provincial Government

51. Power Factor: means the ratio of kWh to kVAh recorded during the month or the
ratio of kWh to the square root of sum of square of kWh and kVARh.

52. Premises: means the building/site /location where Electric Power is required/
consumed;

53. Primary Service Connection: means any connection which is provided at 11 kV or

above;

54. Provincial Office of Inspection: means the office established by a Provincial

Government under Section 38 of the Act;

55. Public Lighting Supply: means a supply given to a Government Department/

Agency or a Housing Society for public lighting, for the purpose of illuminating
public lamps within the area of its jurisdiction;

56. Running Load: means quantum of demand in kilowatts (kW), recorded by

electricity measuring instrument at the consumer’s premises at any given time
interval.

57. Rural Area: means the area falling within the jurisdiction of all rural local bodies
including without limitation to Union Councils, Tehsil Councils and Zila Councils;

58. Sanctioned Load: means the load in kilowatts (kW) sanctioned by DISCO (DISCO
to insert its name);

59. Service Drop: means the cable of appropriate current carrying capacity to connect
the CDS/DDS to the premises at the inter connection point. The maximum length of
this cable shall be such that the voltage at the inter connection point does not fall
below the specified limits;

60. Service Territory: means the area specified in the distribution license within which
the licensee is authorized to conduct the distribution business; ;

61. Service Wires or Connection: means the group of cables/conductors, whether

overhead or underground, necessary to connect the service entrance conductors of
the consumer to the DISCO’s (DISCO to insert its name) supply line, regardless of
the location of the DISCO’s (DISCO to insert its name) meters or transformers;

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62. Sponsored Dedicated Distribution System: means where a Common Distribution
System (CDS) doesn’t exist and is required to be developed for provision of service
on behalf of expected applicants by any person/agency other than the applicant(s)
such person/agency shall be called the Developer/Sponsor and such a system for the
purpose of NEPRA Consumer Eligibility Criteria (Distribution Licensees)
Regulations, 2022, will be referred to as the “Sponsored Dedicated Distribution
System (SDDS)”.

63. Sub-Division: means the administrative area of jurisdiction within DISCO (DISCO
to insert its name) headed by Assistant Manager / Sub-divisional officer.

64. Tariff Schedules: means the rates, charges, terms and conditions for generation of
electric power, transmission, distribution services and sale of electric power to
consumers by DISCO (DISCO to insert its name) as approved by NEPRA and
notified by the Government of Pakistan.

65. Underground Distribution System: means an electric distribution system with all
wires installed underground except those wires within surface-mounted equipment
enclosures.

66. Urban Area: means the area falling within the jurisdiction of all urban local bodies
or development authorities including without limitation to Town Committees,
Municipal Committees, Municipal Corporations, Metropolitan Corporations and
Cantonment Boards.

67. Voltage: means difference of potential or “electric pressure” in an electrical circuit

measured in volts;

68. Voltage Drop: means the reduction in the voltage between two reference points.

69. Voltage Fluctuation: means a series of voltage changes or a cyclic variation of

voltage.

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2. NEW CONNECTION / TEMPORARY CONNECTION /
CHANGE OF NAME / EXTENSION OF LOAD /
REDUCTION OF LOAD / CHANGE OF TARIFF

2.1 GENERAL INFORMATION

The aim is to digitize the new application process by introducing online tracking, electronic
document submission, automated tools, online payment options, and a consumer self-service
portal. By adopting proven digitalization strategies, distribution companies can improve
efficiency, accelerate processes from new connections to billing, and enhance consumer
satisfaction.

A consumer facilitation/service center including the separate one-window operation facility

in the sub-division is available in addition to the consumer service centers established by
DISCO (DISCO to insert its name), to provide all necessary information required regarding
applications for new connections and all other matters relating to consumer services and
provision of electric power services.

The following outlines the steps and procedure for entering application details:

Step 1: Apply for New Connection.

Step 2: Type of premises.

Step 3: Type of connection.

Step 4: Meter Type: Single-phase meter for loads under 5 kW, three-phase or
Automated Meter Reading (AMR), Advance Metering Infrastructure (AMI) or
bidirectional meter for loads of 5 kW and above. .

Step 5: Write the quantity/number of Meter Required.

Step 6: Choose the nearest DISCO Office.

Step 7: Title of applied consumer.

Step 8: Write the name of applied applicant: (as per the CNIC).

Step 9: Write father’s/Husband name of applied applicant: (as per the CNIC).

Step 10: Write CNIC No. of applied applicant.

Step 11: Residence (Landline) Contact No. (This is optional).

Step 12: Cell/Mobile No of Applicant.

Step 13: Address for Correspondence of applicant: (Residential/Office).

Step 14: Email address for Correspondence of applicant: (Personal/Official).

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 Step 15: NTN No. of Applicant: (This is optional).

Step 16: Address where Connection is required.

Step 17: Nearest/Existing Electricity Connection Account Number.

Step 18: Area of the premise in Marla, Kanal, Sq.Yds ( as per documents).

Step 19: Enter the load according to the wiring installation.

Step 20: Undertaking Format/Template.

Step 21: Upload all required documents mentioned on the website in JPG and PDF
format.

Step 22: Submit the following Declaration in case of on-line application submission

Declaration:
I, [Applicant's Full Name], hereby solemnly declare that the information
provided in this application is accurate and complete to the best of my
knowledge and belief. I further affirm that there are no outstanding dues or
liabilities against the property mentioned in this application, nor have I been
declared as a defaulter by DISCO [Insert Name] or any other utility company.
I also undertake that I will be responsible for the payment of any outstanding
dues if noticed later on by DISCO [Insert Name] against the said property.

I affirm that I will abide by all the terms and conditions of DISCO [Insert
Name] as issued from time to time.

I understand that providing false or misleading information may result in the

rejection of this application or disconnection of the electricity supply at any
stage. I consent to the verification of the information provided with the
application by the DISCO [Insert Name]. I am aware that providing false
information is a violation of applicable laws and may subject me to penalties.

2.2 APPLICATION FOR NEW CONNECTION

General:

i. If an applicant does not already have an electricity connection, he/she must apply for
a new connection through the distribution licensee. The applicant is required to
submit the necessary documents as specified in the distribution service manual, in
accordance with the Consumer Eligibility Criteria (Distribution Licensees) Regulation
2022 and the Consumer Eligibility Criteria (Electric Power Supplier) Regulation 2022

ii. According to Regulation 4 of the Consumer Eligibility Criteria (Electric Power

Supplier) Regulation 2022, anyone person is entitled to an electricity connection

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 within the service territory of the Supplier of Last Resort (SOLR) as long as he/she
meet the specified conditions. .

iii. Consumers are allowed to have electric power supplied by multiple competitive
providers as long as the metering setup supports different times of use with a single
electricity connection. However, they cannot receive electricity from the Supplier of
Last Resort (SOLR) if they have an active supply agreement with any competitive
supplier, as outlined in Regulation 6 of the Consumer Eligibility Criteria (Electric
Power Supplier) Regulation 2022.

iv. The Supplier of Last Resort (SOLR), including the consumer mentioned in sub-
regulation (1) (f) of regulation 4 of the Consumer Eligibility Criteria (Electric Power
Supplier) Regulation 2022, must deliver electric power at the same rates, terms, and
conditions as those offered to other consumers in the same category by the SOLR.
Discrimination in this matter is not permitted.

2.2.1 Consumer can easily utilize the DISCO online portal or mobile app, a user-friendly
application process. This allows the consumer to navigate various procedures such as:

 New Connection

 Change of Name/Title

 Relocation/Shifting of site

 Change of tariff

 Extension/reduction of sanctioned load

In cases where the online portal is inaccessible, consumers can visit the nearest
consumer facilitation center. These centers offer personalized assistance and guidance
throughout the application process,

Note:

i. If the property is registered digitally with the civic authority, the applicant
can submit a link. If not, He/She can provide a copy of the registry or other
relevant documentation.

ii. With the consent to assist consumer with a new connection or change of
name, etc registered housing societies may choose to upload a link to the
property registration on the DISCO online portal.

2.2.2 The applicant shall complete all necessary information on the online portal or mobile
app and upload the specified supporting documents.

2.2.3 Any assistance or information required in filling the Application Form shall be
provided to the applicant by the DISCO online portal (DISCO to insert its name) and
customer facilitation center staff in the office where the form is to be submitted.

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2.2.4 Applications for new connection along with supporting documents including the
Power supply contract will be submitted in person or online at DISCO’s (DISCO to
insert its name) website. After the receipt of the application, DISCO (DISCO to insert
its name) shall issue acknowledgment receipt and allot a serial number/tracking
ID/case ID to the applicant. In case any documents are required; the applicant will be
informed accordingly through letter/online/email/telephone.

2.3 DOCUMENTS TO BE ATTACHED WITH THE APPLICATION FORM

The prospective consumer can apply for the following categories of connections:

 Residential: in owner name/tenant, regular/temporary, Net-metering.

 Commercial; in owner name/tenant, regular/temporary, Net-metering, PEVCS

 General Service: regular/temporary

 Industrial: regular/Seasonal/Temporary

 One point Supply/Bulk Consumers

 Agricultural

 And others given in NEPRA Tariff and CSM

Documents to be attached with the Application Form for issuance of Demand Notice(s) are as
follows:

2.3.1 Ownership proof of the premises as determined by DISCO (DISCO to insert its name)
where connection is required. Conversely provision of electricity connection does not
necessarily constitute proof of ownership of the premises.

2.3.2 The property owner must submit an affidavit on non-judicial stamp paper valued at
Rs. 50/- in accordance with Schedule-1 of the Stamp Act 1899 (as amended from time
to time), stating the following:

i. that no prior connection existed at the premises where the new connection is
requested,

ii. that the owner will pay DISCO (insert DISCO's name) any outstanding dues if a
prior connection is discovered,

iii. that there is no restraining order preventing a new connection, and that the
applicant is not a defaulter on any other electricity connection with DISCO
(insert DISCO's name) or any other distribution company.

iv. The applicant has not been declared as insolvent by any competent court of law.

v. The applicant has not been convicted of an offense of electric power theft under
the law and will provide details of payment of the detection bill for being eligible

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 for an electricity connection. If any of these conditions are violated, the
connection may be disconnected after a prior notice of seven (7) days.

2.3.3 If the applicant is a tenant or a person other than the landlord then No Objection
Certificate from the owner/landlord, along with the ownership proof and affidavit
mentioned above are required. The Landlord/Owner will also affirm on a non-judicial
stamp paper worth Rs.50/- as per schedule 1 of the Stamp Act 1899 (as amended from
to time) that he/she would be responsible for payment of the default amount of the
tenant.

2.3.4 Copies of CNIC of the property Owner and the tenant as applicable

2.3.5 Additional Documents:

If the connection is applied in the name of a company, duly incorporated under the
law, following additional documents shall be attached: -

i. Certificate of incorporation;

ii. Resolution of Board of Directors authorizing a person to sign and execute the
Power Supply Contract;

iii. List of directors with complete addresses and copies of their computerized
national identity cards.

2.3.6 Documents regarding approval of connections for Multistorey/ High-rise Buildings in

approved housing schemes / Societies.

Approved map or approved site plan or approved layout plan (LOP) or NOC by the
Civic Agency/Authority. However, the condition of the approved map or approved
site plan or approved layout plan or NOC for houses and shops can be relaxed by the
DISCO (DISCO to insert its name) in case of rural areas where map /site plan /layout
plan/NOC are not applicable/required.

i. There shall be no requirement of approved map or approved site plan or

approved layout plan (LOP) or NOC by the Civic Agency/Authority for
another connection or extension/ reduction of load or change of tariff or
change of name irrespective of the area unless there is a restriction on
provision of connections in any specific area by a competent Court of law.

ii. There shall be no requirement of approved map or approved site plan or

approved layout plan (LOP) or NOC by the Civic Agency/Authority for
premises which are located inside approved housing schemes/
societies/plazas/multi-storey buildings.

iii. Houses/Flats/Apartments located inside approved housing societies/ multi-

storey buildings etc., are exempted from provision of approved map or
approved site plan or approved layout plan or NOC by the civic agency/

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 authority for obtaining connections. However, multi-story/ high-rise
buildings located inside the approved housing society/ scheme; are required
to provide approved map/site plan/ layout plan or NOC by the civic agency/
authority or by the concerned society for obtaining connections.

iv. Multi-story/ high-rise buildings located in the rural areas are required to
provide approved map/site plan/ layout plan or NOC by the concerned civic
agency/ authority for obtaining connections.

v. There shall be no requirement of approved map or approved site plan or

approved layout plan (LOP) or NOC by the Civic Agency/Authority in the
areas where the land is either not acquired by the concerned Civic
Agency/Authority or the area is not developed by concerned Civic
Agency/Authority.

vi. Areas which are not under the administrative control of the concerned civic
agency and the connections are being given through award list, in such areas
there will be no requirement of NOC for those applicants who are settlers
having addresses of the said areas on their identity cards.

vii. There shall be no requirement of approved map or approved site plan or

approved layout plan (LOP) or NOC by the Civic Agency/Authority in the
old colonies/abadies where the land belongs to the native people inherited
from their forefathers.

viii. It will be ensured before provision of connection that there are no restraining
orders/ Court orders with respect to non-provision of connection in the area.

2.3.7 Wiring test report duly issued by Electric Inspector or by authorized wiring
contractor. .

2.3.8 In case of connection for stone crushing plants No Objection Certificate (NOC) from
concerned Environmental Protection Agency is necessary. Further a separate room for
protection of the metering installation from the dust of stone crushing shall be
provided by the applicant.

2.4 CAPITAL COST/ CONNECTION CHARGES AND SECURITY DEPOSIT

DEMAND NOTICES

The estimated charges for connections shall be calculated in accordance with standard utility
practices. The applicant is to pay these charges based on the rates approved by the Authority,
as outlined in clause 2.5 of the CSM, Regulations 3(2) of the Consumer Eligible Criteria
(Distribution Licensees) Regulations, 2022, Regulation 6 (1) of NEPRA Licensing
(Distribution) Regulations, 2022. Additionally, this process complies with Section 21(b) of

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the NEPRA Act and Regulation 11 of the Consumer Eligible Criteria (Distribution Licensees)
Regulations, 2022. .

2.4.1 The application will be processed and approved according to Regulation 3 of the
Consumer Eligibility Criteria (Distribution Licensees) 2022 and the Commercial
Procedure Manual of [insert DISCO's name]. Where applicable, the relevant
provisions of 4([c] OS3) of the NEPRA Performance (Distribution) Rules, 2005,
along with the Grid Code and Distribution Code, will be followed.
2.4.2 DISCO is required to document the geographical coordinates of the premises where
the connection is applied using GIS technology.
2.4.3 Demand notices of capital cost/connection charges and security deposit shall
subsequently be issued simultaneously by the concerned DISCO (DISCO to insert its
name) office for payment by the applicant.

2.4.4 DISCO must ensure that demand notices sent to applicants/consumers in cost deposit
cases include detailed estimates or bills of quantities (BoQs).

2.4.5 Demand Notices for capital cost/ connection charges and Security Deposit shall be
sent under registered post or courier or online to ensure their delivery to the applicant.

2.4.6 The applicant may receive the same personally, for that receipt may be obtained from
the applicant for the record, or the applicant can download it from the website of
DISCO (DISCO to insert its name) after providing its serial number /tracking ID/Case
ID.

2.4.7 A period of thirty (30) days for payment of Demand Notice is given. A grace period
of thirty (30) days may be allowed for payment of the demand notices on the request
of the applicant. Such request shall be submitted by the applicant at least three days
prior to expiry date of payment of the demand notice. In case of grace period,
Demand Notice shall be issued on new applicable rates.

2.4.8 The demand notices will specify the branches of designated banks authorized to
receive payments, along with the due date and other relevant details. Payments made
at the bank will be acknowledged with a receipt issued by the bank. If online
payment options are available through DISCO (insert DISCO name), applicants
can choose to pay online or at the designated bank authorized to collect payments,
with the bank sending daily scrolls electronically or through courier to the DISCO
office at the end of each business day. In case of payment of Demand Notice
through Bank Draft / Pay Order / Demand Draft, the same shall be submitted in
the relevant office of DISCO well before the due date so that the amount is
realized in DISCO account by the due date mentioned on the demand notice.

Note: Applicants are required to upload receipts or proof of payment for demand
notices on the DISCO website. If the website is not functional, applicants must
present the receipt or proof of payment to the concerned DISCO office.

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2.4.9 (DISCO to insert its name) shall determine new final priority number of connection to
each application after the demand notices have been paid.

2.4.10 If escalation in the cost of material takes place within the period required for
installation of connection/ electrification, as the case may be then in such a case
additional cost due to escalation, shall be paid by the applicant. No escalation charges
shall be applicable if enhancement in rates of material takes place after the lapse of
the period given for installation of connection. Moreover, no escalation cost shall be
charged to residential consumers up to 20 kW load and commercial consumers up to
15 kW load. (Amendment #01, November 21, 2023)

2.4.11 Payment of demand notices for capital cost/ connection charges and security deposit
(where work is to be carried out by the sponsor or by DISCO) may be allowed in
installments on request of the applicant. However, if during that period escalation in
cost of material occurs, the same shall be borne by the applicant. No mark- up shall be
levied by the DISCO (DISCO to insert its name) for payment of demand notices in
installments. The DISCO shall provide connection within the stipulated time period as
given in annexure-iii after receipt of full payment from the consumer/applicant.2.4.12
after payment of demand notice, if the applicant requests for cancellation of
application and requests for refund of paid amount, the same shall be refunded after
deduction of 12% store handling charges. In case material is drawn and shifted at site
however the same is not installed due to right of way issue or any other issue
attributable to the applicant; 8% installation charges shall also be deducted and the
remaining amount shall be refunded to the applicant within one month. 2.4.13 usually
the GST is included in the cost of material, however in case of separate charging of
general sales tax against the cost of material, DISCO (DISCO to insert its name) shall
either issue separate receipts / evidence of tax paid by the consumers or provide an
option to the consumers to directly submit their tax to FBR and submit its receipt to
DISCO (DISCO to insert its name). At the time of financial closure in cost deposit
cases where cost of unused material is less than 10% of the total estimate, DISCO
(DISCO to insert its name) shall adjust or refund the amount of unused material as per
actual cost.

2.4.12 In case of cost deposit cases; DISCO (DISCO to insert its name) shall ensure that the
complete details/estimates/bill of quantities (BoQs) are provided to the applicants/
consumers along with demand notices. No estimate/demand notice shall be issued
without any details.

(Amendments / clarifications dated 26/3/2021)

2.5 CONNECTION CHARGES

a) The charges for installation of connection by DISCO (DISCO to insert its name) are
as follows:

i. Actual cost of material including 12% Store handling charges/

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 Store issue rate = (X)

ii. Installation charges = 8% of X

iii. *Electrification Design vetting charges: 1.5% of X

* Applicable for housing societies/high-rise buildings/commercial plazas/

multistorey buildings, etc. only. These charges are also applicable in case of
Industrial Connections where electrification designs are submitted to DISCO
for vetting.

b) Security Deposit:

The normal payment of a security deposit or its updating procedure is described in

detail in Chapter 5.

2.6 REQUIREMENT OF DEDICATED TRANSFORMER/ FEEDER/GRID

STATION:

Sr. Premises Type Load Connection Arrangement

1 A-1 (Residential) Up to 20 kW Common Distribution Transformer

(not applicable in housing
schemes/societies/colonies Above 20 kW Dedicated Transformer
where ultimate load is
determined) to 100 kW
OR

transformer sharing charges proportionate to

load subject to availability of capacity/load on
the distribution transformer

Above 100 kW Dedicated Transformer.

2 A2 (Commercial) Up to 15 kW Common Distribution Transformer

A3 (General Services)
(For individual connections Above 15 kW Dedicated Transformer. OR
and not applicable in
to 100 kW
housing schemes/societies/
colonies/ commercial transformer sharing charges proportionate to
plazas/buildings etc. load subject to availability of capacity/ load on
the distribution transformer.
where ultimate load is
determined) Above 100 kW (i) Dedicated Transformer(s)
to (ii) Rehabilitation charges as given in below
table if connection is provided from 11 kV

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Sr. Premises Type Load Connection Arrangement

1 MW distribution feeder.

Above 1 MW to (i) Dedicated Transformer(s)

5 MW
(ii) Dedicated 11kV Feeder(s) OR Feeder
sharing charges proportionate to load subject to
availability of capacity/ load in the distribution
feeder/ grouping of feeders

3 Multistorey Buildings/ Up to 15 kW Common Distribution Transformer

Commercial Plazas/High
Rise Buildings Above 15 kW to (i) Dedicated Transformer(s) OR

Note: Any building having 1 MW transformer sharing charges proportionate to

ground plus three storey load subject to availability of capacity/load in
will not be considered as the distribution transformer
multi-storey/ high-rise
(ii) Rehabilitation charges as given in below
building and as such no
grid sharing charges will table if connection is provided from 11 kV
distribution feeder.
be applicable in such
buildings. (iii) 50% Grid sharing charges including
transmission line charges proportionate to load
without cost of land.

Above 1 MW (i). Dedicated Transformer (s)

to (ii) Rehabilitation charges on actual basis, if

any, in case connection is provided from 11 kV
2.5 MW distribution feeder.

(iii) 50% Grid sharing charges including

transmission line charges proportionate to load
without cost of land

Above 2.5 MW (i) Dedicated Transformer (s)

to
(ii) Dedicated 11kV Feeder (s)
5 MW
(iii) 50% Grid sharing charges including
transmission line charges proportionate to load
without cost of land

Above 5 MW (i) Dedicated Transformer(s)

to (ii) Dedicated 11kV Feeder (s)

10 MW (iii) 50% grid sharing charges including

transmission line charges and 100% cost of land

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Sr. Premises Type Load Connection Arrangement

proportionate to load.

Above 10 MW Dedicated grid station and associated

transmission line. OR
to 20 MW
DISCO may provide connection from its own
grid station subject to availability of capacity/
load in its grid and with mutual consent. In such
case DISCO shall recover 100% grid sharing
charges including transmission line charges and
a piece of land i.e. minimum 12 Kanal for GIS
and 20 Kanal for AIS at any suitable place.

Above Dedicated grid station and associated

transmission line.
20 MW

4 Housing Society/ Scheme upto1 MW (i) Dedicated Distribution Transformer(s)

(ii) Rehabilitation charges as given in below

table if connection is provided from 11 kV
distribution feeder.

(iii) 50% Grid sharing charges including

transmission line charges proportionate to load
without cost of land.

Above 1 MW (i) Dedicated Transformer(s)

to (ii) Rehabilitation charges on actual basis (if

any) in case connection is provided from 11 kV
2.5 MW distribution feeder.

(iii) 50% Grid sharing charges including

transmission line charges proportionate to load
without cost of land.

Above 2.5 MW (i). Dedicated Transformer(s)

to (ii). Dedicated 11kV Feeder(s)

5 MW (iii) 50% Grid sharing charges including

transmission line charges proportionate to load
without cost of land.

Above 5 MW (i) Dedicated Transformer(s)

(ii) Dedicated 11kV Feeder(s)
to (iii) 50% Grid Sharing charges including
transmission line charges and 100% cost of land,

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Sr. Premises Type Load Connection Arrangement

10 MW proportionate to load.

Above 10 MW Dedicated grid station and associated

transmission line. OR
to
DISCO may provide connection from its own
20 MW grid station subject to availability of capacity/
load in its grid and with mutual consent. In such
case DISCO shall recover 100% grid sharing
charges including transmission line charges and
a piece of land i.e. minimum 12 Kanal for GIS
and 20 Kanal for AIS within the housing
scheme/ society.

Above 20 MW Dedicated Grid Station and associated

transmission line.

5 One Point Supply/Bulk Up to 200 kW Dedicated Transformer OR

Supply under tariff
category ‘C’ transformer sharing charges proportionate to
load subject to availability of capacity/ load in
the distribution transformer.

Above 200 kW (i) Dedicated Transformer(s)

to
(ii) Rehabilitation charges as given in below
1 MW table if connection is provided from 11 kV
distribution feeder.

Above 1 MW (i) Dedicated Transformer (s)

to (ii) Dedicated 11kV Feeder (s)

5 MW

Above 5 MW Dedicated Grid Station and associated

transmission line.

The consumers may be allowed extension of

load beyond 5MW from the DISCO’s owned
grid station subject to availability of load in the
grid and capacity in the 11kV existing dedicated
feeder. In such a case the consumer will bear
100% grid sharing charges including
transmission line charges and 100% cost of land
proportionate to load. However, only such

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Sr. Premises Type Load Connection Arrangement

consumers be allowed extension of load beyond

5MW to 7.5MW whose connection is at least
three (3) years old.

6 Industrial Up to 8 kW Common Distribution Transformer

Above 8 kW Dedicated Transformer OR

transformer sharing charges proportionate to
to load subject to availability of capacity/ load on
25 kW the distribution transformer

Above 25 kW to (i) Dedicated Transformer(s)

1 MW (ii) Rehabilitation charges as given in below

table if connection is provided from 11 kV
distribution feeder.

Above 1 MW (i) Dedicated transformer(s)

to (ii) Dedicated 11 kV feeder OR Rehabilitation

charges on actual basis (if any) in case
2.5 MW connection is provided from 11 kV distribution
feeder.

Above 2.5 MW (i) Dedicated Transformer(s)

to (ii) Dedicated 11 kV Feeder(s)

5 MW

Above 5 MW to (i) Dedicated Transformer(s)

7.5 MW (ii) Dedicated 11 kV Feeder(s)

(iii) Dedicated Grid Station and associated

transmission line.

The consumers may be allowed extension of

load above 5MW to 7.5MW from the DISCO’s
owned grid station subject to availability of load
in the grid and capacity in the 11kV existing
dedicated feeder. In such a case the consumer
will bear 100% grid sharing charges including
transmission line charges and 100% cost of land
proportionate to load above 5MW to 7.5 MW.

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Sr. Premises Type Load Connection Arrangement

7 Steel Furnace Up to 5 MW (i) Dedicated Transformer(s)

(ii) Dedicated 11 kV Feeder(s)

Above 5 MW (i) Dedicated Transformer (s)

(ii) Dedicated 11 kV Feeder(s)

(iii) Dedicated Grid Station and associated
transmission line.

The consumers may be allowed the extension

of load above 5MW to 7.5MW from the

DISCO's owned grid station is subject to the

availability of load in the arid and capacity in
the lake's existing dedicated feeder. In such a
case, the consumer will bear 100% grid sharing
charges, including transmission line charges
and 100% cost of land proportionate to load
above 5MW to 7.5 MW.

In addition, the cost of meeting the technical

parameters shall be borne by the consumer.

(Amendment #02 November 21, 2023)

8 Agriculture Up to 8 kW Common distribution transformer

Above 8 kW Dedicated distribution transformer

9 Temporary supply Up to 20 kW Common distribution transformer, if available,

otherwise Dedicated distribution transformer.

Above 20 kW Dedicated Distribution transformer from

Common 11kV feeder if available otherwise
dedicated 11 kV feeder.

Note:

i. DISCO may grant a connection to an applicant from the existing Dedicated

Distribution System (DDS), provided that it is technically feasible, and the
prospective consumer has obtained a no-objection certificate from the owner
of the DDS. (In such a case, the entire group of consumers will be responsible
for repair/ rehabilitation in proportion to their load on a cost-deposit basis).

(Amendment # 03 November 21, 2023)

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 ii. In areas where Common Distribution System is not available, the connection
will be granted on cost-deposit basis. If in future the system is converted into
Common Distribution System by DISCO (DISCO to insert its name), the cost
so incurred i.e. transformer, LT line etc. except HT line shall be reimbursed to
the owner as per Regulation 6 and 10 of NEPRA Consumer Eligibility Criteria
(Distribution Licensees) Regulation 2022.

iii. If any applicant opts for installation of dedicated system instead of obtaining
connection from a Common Distribution System, the same shall be provided
on cost deposit basis.

iv. To expedite the process, the approval of the Board of Directors (BOD)
regarding the cost deposit case is not required if the applicant/consumer is
making a 100% payment for the dedicated distribution system. (Refer to
clarification in March 2021.)

v. The installation of an HT/LT line and the procurement of a transformer

without prior approval of DISCO will be treated as illegal activity and
construed as the abstraction/theft of electricity, whether it is connected to the
distribution system.

2.7 GRID SHARING CHARGES)

a) Grid-sharing charges will not be incurred for Buildings with multiple stories or high-
rise structures where the ground floor plus three additional stories are constructed.
(Refer to clarification in March 2021.) (However, Grid Sharing charges shall be
applicable for buildings requiring transformer capacity above 200 kVA.)The
sharing charges in respect of the Grid station, 11 kV feeder, and transformer are
recoverable from the applicants proportionate to the load subject to availability of
capacity/load and with mutual consent of both parties.

b) Grid sharing and Transmission Line charges for GIS @ Rs. 12.152 million per MW

c) Grid sharing and Transmission Line charges for AIS @ Rs. 8.948 million per MW

d) In the case of a Housing Society/ Scheme/ Colony/ Multistorey Building/ Commercial

Plaza/ High Rise Building having an ultimate load demand of up to 10 MW, the Grid
Sharing Charges, including transmission line charges and excluding the cost of land,
will be as under:

i. Air-insulated sub-station (AIS)50% @ Rs.4474/kW by the sponsor/applicant

ii. 50% @ Rs.4474/kW by the DISC

iii. Gas-insulated sub-station (GIS) 50% @ Rs.6076/kW by the sponsor/applicant

iv. 50% @ Rs.6076/kW by the DISCO

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 e) The cost of land will be recovered 100% @ Rs. 0.855 million per MW
proportionate to load.

f) In cases where ultimate load demand is above 10 MW, the Grid Sharing Charges,
including transmission line charges and excluding the cost of land, will be subject to
the availability of capacity/load in DISCO’s grid station and with mutual consent of
the parties:

i. Air-insulated sub-station (AIS)100% @ Rs.8948/kW by the sponsor/applicant

ii. Gas-insulated sub-station (GIS) 100% @ Rs.12152/kW by the

sponsor/applicant

g) The minimum land for a Gas-Insulated Substation (GIS) will be 12 Kanals, and for an
Air-Insulated Substation (AIS), it will be 20 Kanals.

h) In cases where a dedicated grid station is required, DISCO (DISCO to insert its name)
may allow two or more applicants to construct a grid station on a cost-sharing basis.
DISCO (DISCO to insert its name) may also provide connections above 10MW from
its grid station to the applicant as mentioned in the table, subject to availability of
load, and in such case, DISCO (DISCO to insert its name) shall recover 100% grid
sharing charges including transmission line charges and obtain a piece of land (i.e., at
least 12 Kanal for GIS and 20 Kanals for AIS) from the applicants.

i) In cases where DISCO's transmission network/ grid system requires upgradation/

extension to provide supply to a specific applicant/ consumer, DISCO shall carry out
the work on a cost deposit / cost-sharing basis.

NOTE:

In the case of a Housing Society/Scheme/Colony/Multistorey Building/ Commercial

Plaza/High-Rise Building, once DISCO (DISCO to insert its name) takes over
the distribution system for individual metering and billing, the responsibility of
maintenance, repair, replacement of the said system or
upgradation/reinforcement thereof shall rest with DISCO (DISCO to insert its
name).

2.8 LOCATION OF GRID STATION:

(Refer to clarification in March 2021.)

a) For multistorey or high-rise buildings requiring an independent grid station, the preferred
location for the GIS grid will be inside the building. However, if placing the grid inside
the building is not feasible, the sponsor must provide suitable land at a mutually agreeable
location.

b) Housing schemes or societies must have the grid station built within the premises of the
society or scheme.

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c) Multiple housing schemes, societies, or multistorey/high-rise buildings can jointly
construct a grid station as a sponsored dedicated distribution system under the NEPRA
Consumer Eligible Criteria.

2.9 REHABILITATION CHARGES:

Description Rate (Rupees per kW)

15 kW to 40 kW 250

41 kW to 100 kW 400

101 kW to 500 kW 1200

501 kW to 1000 kW 3000

a) The above rehabilitation charges are applicable in the industrial category where the
connection is given from a common 11 kV feeder up to a 1000 kW load.

b) In all other categories of connections, the rehabilitation charges when the

connection is given from a common 11 kV feeder up to 1000 kW load shall be at
the rate given below.(Proposed Rate based on the Case Study)

Description Rate (Rupees per kW)

15 kW to 40 kW 155

41 kW to 100 kW 365

101 kW to 500 kW 2465

501 kW to 1000 kW 3080

2.10 SPECIALBANKACCOUNT FORGRID SHARINGCHARGES

DISCO shall maintain a separate bank account for the Grid sharing charges. The amount so
received shall be mentioned in the tariff petition.

(Amendment # 04 November 21, 2023)

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2.11 SPECIALBANKACCOUNTFORREHABILITATIONCHARGES.

DISCO shall maintain a separate bank account for the Rehabilitation charges. The amount so
received shall be mentioned in the tariff petition.

(Amendment # 05 November 21, 2023)

2.12 SPECIAL ECONOMIC ZONES (SEZS):

The consumers located inside the Special Economic Zones (SEZ) do not require the
construction of a separate grid station. They shall be fed from the dedicated/sponsored grid
station of the SEZ subject to the availability of load and NOC by the SEZ.

(Amendment # 06 November 21, 2023)

2.13 INSTALLATION OF CONNECTIONS

2.13.1 In cases where work is required to be carried out by DISCO and there is shortage of
material or the material is not available due to any reason; DISCO may ask the
sponsor / applicant to procure required material as per the specifications of DISCO
(DISCO to insert its name) at its own from the approved vendors of DISCO (DISCO
to insert its name). Material procured by the applicant shall be inspected/approved and
installed by DISCO (DISCO to insert its name) and the applicant will be charged as
under:

a) 2.5% of the total cost of material as inspection fee and;

b) 8% of the material cost as installation charges.

2.13.2 DISCO (DISCO to insert its name) shall provide option of execution of electrification
work to the sponsor/ applicant for Housing Scheme/ Society/ Colony/ Commercial
Plaza/High Rise building/Multistorey Buildings and industrial applicants subject to
the following conditions:

a) The Sponsor shall have the option to submit an electrification design book
(prepared by the consultant duly registered with Pakistan Engineering Council or
may opt for the preparation of an electrification design book through DISCO. In
such a case, the DISCO shall charge 2% of the cost of electrification as a fee for
the preparation of the design book. However, the upper cap to charge the fee will
be two (2) million rupees.(Amendment # 07 November 21, 2023)

b) Electrification work should be carried out as per design and specification of

DISCO through contractors registered with DISCOs or Pakistan Engineering
Council with respective codes. The contractor must possess expertise of the
relevant work. (Amended 2.7.2 (b) in pursuance of the directions of Authority
Regulatory Meeting (RM-22-548) held on October 18, 2022.)

Page | 29
c) The material shall be procured from DISCO’s (DISCO to insert its name)
approved vendors and the same shall be as per the standards/specifications of
DISCO (DISCO to insert its name). Proof to the effect that material has been
procured from DISCO’s (DISCO to insert its name) approved vendors be
provided to DISCO (DISCO to insert its name), if so demanded.

d) The Sponsor/applicant will not purchase/use any material bearing any distribution
company’s monogram / color scheme / identification.

e) The sponsor/applicant will inform in writing to the concerned Manager

(Operation)/Executive Engineer (Operation) about start of the work and a copy of
the same shall be sent to the Chief Engineering (Planning) of DISCO (DISCO to
insert its name).

f) In case any distribution company’s material is found installed, DISCO (DISCO to

insert its name) shall reserve the right to lodge FIR against the sponsor/applicant.

g) Electrification work should be carried out within the specified time period by the
sponsor. (As per Annexure III)

h) The sponsor/applicant shall submit completion report to concerned Manager

(Operation)/Executive Engineer (Operation) about completion of the
electrification work and a copy of the same shall be sent to the Chief Engineering
(Planning) of DISCO(DISCO to insert its name).

i) Sponsor is required to pay to DISCO (DISCO to insert its name) an amount equal
to 25% (without taxes) of capital cost/ connection charges estimate as security in
the form of bank guarantee/pay-order; which shall be returned by DISCO (DISCO
to insert its name) upon completion of electrification work of the scheme.

j) However, the bank guarantee/pay order is not required for ease of industrial
connections. Further, in case of sponsorship by Govt. civic agency such as Capital
Development Authority (CDA), Karachi Development Authority (KDA), Lahore
Development Authority (LDA), etc., the DISCO shall provide the option to the
Sponsor for a mortgage of clots/property/equivalent to the value of 25% (without
taxes) of capital cost/connection charges instead of bank guarantee/ pay order.
(Amendment # 9 November 21, 2023)

k) Following charges are recoverable from the sponsor/applicant

i) Electrification Design vetting fee: 1.5 % of cost of material

ii) Material inspection fee: 2.5 % of cost of material

iii) Supervision charges: 1.5 % of cost of material

iv) In case sponsor intends to carry out underground electrification and relevant
expertise are not available in the DISCO (DISCO to insert its name) for

Page | 30
 maintenance of such a system then the sponsor at his expenses will train the
staff of the DISCO (DISCO to insert its name). DISCO may also enter into
an agreement with the sponsor for maintenance of the system at mutually
agreed terms.

l) The sponsor shall submit test report issued by the concerned Electric Inspector/
authorized wiring Contractor prior to energization.

m) If the applicant opts for electrification of Housing Scheme / Society / Colony /

Commercial Plaza/High Rise Building/Multistorey Building through DISCO
(DISCO to insert its name) then charges are recoverable from the applicant as per
the detail provided in Clause 2.5 of this manual.

2.13.3 If any Housing Scheme / Society / Colony / Commercial Plaza/High Rise

Building/Multistorey Building is not electrified by the sponsor or there is no sponsor
then the residents/ applicants may approach the concerned DISCO (DISCO to insert
its name) in form of groups for electrification on cost deposit basis. Such areas may
also be electrified by the concerned DISCO (DISCO to insert its name) at its own and
cost so incurred shall be recovered from the prospective consumers proportionate to
their load. However, codal formalities for provision of connection in such cases must
be observed.

2.13.4 DISCO shall provide option to the applicant for execution of 11 kV source feeder line
from the grid station to the premises subject to fulfillment of all the requirements
envisaged in Clause 2.13.2.

The 11 kV source feeder line shall be connected with the grid station under the
supervision of DISCO.

The applicant/ sponsor shall be responsible for provision of NOC/ROW from

respective civic agency for the purpose of execution of 11 kV source feeder line.

2.13.5 The distribution company (DISCO) will adjust or refund the cost of unused material
based on its actual cost, regardless of whether it falls below 10%. This adjustment will
be accounted for during financial closure in cost deposit cases. (Refer to clarification
March 2021) The adjustment / refund shall be made within one month.

2.14 MULTIPLE CONNECTIONS

2.14.1 INDUSTRIAL CONNECTIONS

DISCO (DISCO to insert its name) shall allow more than one industrial connection at
the same premises subject to the following:

a) Having different nature of industries.

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 b) Having same tariff category. However, different tariff category connections may
be allowed subject to satisfaction of DISCO (DISCO to insert its name) that no
misuse of tariff will take place.

Further, a separate single-phase connection shall be provided on the request of the

applicant/consumer under commercial tariff for office load/ light load; in case of
temporary disconnection of the industrial Connection, the Connection provided for
the office shall remain intact.

(Amendment # 12 November 21, 2023)

c) Having same source of supply i.e. 11 kV feeder.

d) In case the consolidated load of the premises approaches the threshold required for
an independent 11 kV feeder, then connection will be provided through an
independent feeder on cost deposit basis. The existing connection will also be
supplied from the independent feeder.

e) If the consolidated load of the premises approaches the threshold required for an
independent 11 kV feeder. In that case, the connection will be provided through
an independent feeder on a cost-deposit basis, provided there is no misuse of tax
exemptions permitted by the government for a specific category of connection.
The existing Connection will also be supplied from the independent feeder

f) Applicant having load above 8kW shall be provided through an independent

transformer. If capacity is available in the existing dedicated distribution
transformer; additional connection(s) will be provided from the same transformer
at the same premises. In case the capacity is not enough; either an additional
transformer will be installed or the capacity of the existing transformer will be
enhanced on cost deposit basis.

2.14.2 RESIDENTIAL CONNECTIONS

a) For a premises with separate portions, DISCO (DISCO to insert its name) shall
allow more than one connection at the same premises subject to the following:

i. Separate portions

ii. separate electric circuits

iii. separate kitchens

iv. separate entrance / access

v. An affidavit on non-judicial stamp paper worth Rs. 50/- submitted to the

effect that separate family resides in separate portion of the premises

b) The above conditions are not applicable where the applicant requests for a
separate connection under ToU tariff (5 kW and above) for the separate portion of

Page | 32
 the premises, provided that separate electric circuits exist. In such a case no
request for reduction of load shall be entertained, in order to maintain applicability
of ToU tariff.

c) In both the above cases, DISCO (DISCO to insert its name) shall provide
connections from the same transformer/feeder to avoid use of dual supply at the
same premises.

2.15 SPACE FOR INSTALLATION OF TRANSFORMERS / METERING

INSTALLATIONS / PANELS

2.15.1 If DISCO (DISCO to insert its name) obtains space from the applicant for
installation of Transformer/Metering installation/panels; the same space will be
returned to the owner upon permanent disconnection of this facility if so
demanded. However, if the transformer has been converted into Common
Distribution System with the consent of the original owner and is being utilized
by DISCO (DISCO to insert its name) for other consumers then the space
provided by the applicant will remain with DISCO (DISCO to insert its name)
even after permanent disconnection of the original applicant.

2.15.2 The consumers requiring transformer capacity up to 630 kVA are not required
to provide space for substation, however provision of a suitable hazard free
space and right of way for installation of transformer up to 630 kVA will be the
responsibility of the consumer/applicant. Further in case of sub-station there is
no requirement of any specific place however; the consumer has to provide an
appropriate space where a sub-station can easily be installed, repaired and
replaced.

2.16 CATEGORIES OF CONNECTION

2.16.1 Applications for new connections are divided into following five categories:

Connection Voltage Load Tariff Category Sanctioning

Category Officer

Category 1 230/400 V Up to 15 kW A1(Residential),

A2(Commercial) & SDO/AM(O)
A3(General Services)

All other types of

XEN/DM(O)
connections

Category 2 230/400 V Above 15 kW but not All types of connections XEN/DM(O)

Page | 33
 exceeding 70 kW

Category 3 230/400 V Above 70 kW but not All types of connections

SE/Manager(O)
exceeding 500 kW

Category 4 11kV or 33kV Above 500 kW but not All types of connections
CEO
exceeding 5000 kW

Category 5 66kV and above All loads All types of connections CEO

Note:
 The above mentioned sanctioning officers are also competent to process and sanction
cases for change of name, extension of load, reduction of load, change of tariff as per
procedure laid down below at clause 2.21 to 2.23 of this manual.
 The sanctioning officers are also competent to process and sanction the cases of housing
schemes/high rise buildings as per their competency regardless of the cost estimate.
 In case of cost deposit cases, there shall be no requirement to obtain approval of the
BoD where 100% payment is made by the consumer/ applicant.

2.16.2 Time period for various steps for processing new connections applications of different
categories as mentioned above is given at Annex III:

2.16.3 After scrutiny of the Application Form if DISCO (DISCO to insert its name) decides
that connection cannot be provided to the applicant under the applicable
documents/Criteria/Rules, it shall return the Application Form along with documents
to the applicant clearly stating the reason for its inability to do so within the time
period as required for the issuance of demand notice, as per Annexure III.

2.17 ASSESSMENT OF LOAD

2.17.1 Generally, the Load stated in the Application Form by the applicant will be treated as
the sanctioned Load, subject to the submission of the test report by the Electric
Inspector or their authorized wiring contractor and verification by DISCO (insert
DISCO name). If the physical Load exceeds the applied Load, DISCO will be
entitled to regularize the extended Load according to the procedure outlined in
the manual.

2.17.2 In case of Housing Schemes/ Societies/ Colonies/ High Rise Buildings/ Commercial
Plazas/ Multistorey Buildings, where ultimate load is to be determined for carrying
out electrification; the assessment of load will be as per the Annex VI. However, at
the time of providing individual connections; the load declared in the Application
Form by the applicant will be considered as the connected load, subject to provision
of the test report issued by the Electric Inspector or his authorized wiring contractor
and verified by DISCO (DISCO to insert its name)

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2.17.3 Application of Diversity and Development Factors.

Total Ultimate Assessed Load:

i. The following formula will be applicable for the assessment of Ultimate

demand:

Total Sum of Load X Development Factor

Diversity Factor Explanation, Where:

a) Development Factor.

i. Housing Societies/Schemes = 85%

ii. Multistory buildings / Commercial Plaza / High-rise Buildings = 100%

b) Diversity Factor = 125%

2.18 TEMPORARY CONNECTION

2.18.1 An applicant may apply for a temporary connection via online portal or through
mobile application for the following purposes:

a) Construction of houses

b) Construction of buildings/ plazas

c) Illumination and lighting for weddings, festivals, functions, exhibitions,

political gatherings, national and religious ceremonies, etc.

d) Testing of industrial equipment

e) Any other emergent requirement of a temporary nature

2.19 PROCEDURE FOR TEMPORARY CONNECTION

2.19.1 For the construction.

a) Initially, DISCO will grant a temporary electric power supply connection for
construction, valid for six months and extendable in three-month increments until
project completion. However, there is no minimum time period for provision of
temporary connection. The Load sanctioning officer will ensure that connection
usage is temporary.

b) The applicant shall apply via online portal or through mobile application for a
temporary connection on the Application Form prescribed for new connection

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 (Annex – I), to the competent load sanctioning officer as per corresponding
regular category of connection.

2.19.2 DOCUMENTS TO BE ATTACHED WITH THE APPLICATION ARE AS FOLLOWS:

(i) Ownership proof of the premises where temporary connection is required.

(ii) If the applicant is a person other than the owner then the owner will affirm
on a non-judicial stamp paper worth Rs.50/- as per schedule 1 of the Stamp
Act 1899 to the effect that he/she has authorized the applicant to apply for
the temporary connection. He/she would further affirm that he/she will be
responsible for payment of dues against the premises where temporary
connection is installed.

(iii) Attested copies of CNIC of the applicant and a witness. In case of tenancy,
attested copy of CNIC of the landlord/owner is also required.

(iv) In case of Housing Schemes/Societies/Colonies/High Rise

Buildings/Commercial Plazas/ Multistorey Buildings/industries
evidence/proof that their case for approval of layout plan/NOC is under
process with the concerned civic agency. However, there is no such
requirement for connections pertaining to individual houses.

2.19.3 THE APPLICANT SHALL BE SERVED WITH DEMAND NOTICE(S) FOR THE
CAPITAL COST/ CONNECTION CHARGESAND SECURITY DEPOSIT* WHICH WILL
BE DEPOSITED WITH THE DESIGNATED BANK.

*Security deposit in this case is the cost of estimated consumption of electricity

during the temporary connection period. The Security Deposit will be refunded at the
time of discontinuation of temporary connection or will be adjusted if the temporary
connection is converted into permanent/regular connection. However, the consumer
shall continue to pay his/her regular bills as per the actual consumption recorded on
the meter.

2.19.4 DISCO (DISCO TO INSERT ITS NAME), AFTER THE RECEIPT OF NECESSARY
PAYMENT, SHALL PROVIDE THE ELECTRIC POWER CONNECTION AS PER
PRIORITY MAINTAINED FOR TEMPORARY CONNECTIONS.

2.19.5 Temporary Connection for Illumination/Testing/Any other Emergent requirement etc.

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2.19.6 A temporary electric power supply connection shall be provided by DISCO (DISCO
to insert its name) for illumination and lighting for weddings, festivals, functions,
exhibitions, or national and religious ceremonies etc., testing of industrial equipment
or any other emergent requirement of temporary nature, for a specific time period not
exceeding two weeks. The sanctioning officer shall ensure that the temporary
connection will be utilized for temporary purpose only.

2.19.7 The applicant shall apply for a temporary connection on the Application Form
prescribed for new connection (Annex – I), to the competent load sanctioning officer
along with copy of the CNIC and payment of capital cost/ connection charges (if any)
and Security Deposit. However, for any political gathering/function, NOC of the
concerned Administration i.e. Deputy Commissioner, Assistant Commissioner etc.,
shall be mandatory. The Security deposit is the cost of estimated consumption of
electricity during the temporary connection period. The Security Deposit will be
refunded at the time of discontinuation of temporary connection or will be adjusted if
the temporary connection is converted into permanent/regular connection.

2.20 PROCESS FOR EXTENSION/ DISCONNECTION/ CHANGE OF

TEMPORARY CONNECTION INTO REGULAR CONNECTION

2.20.1 DISCO (DISCO to insert its name) shall provide temporary electric connection to the
applicant for a specified period and disconnect the same after the expiry of this period
unless extended further on the request of the consumer and confirmation by DISCO
(DISCO to insert its name) that the purpose for which temporary connection is
required, still exists.

2.20.2 The consumer of temporary connection shall apply for extension in the sanctioned
period at least one week before the expiry of the sanctioned period.

2.20.3 DISCO (DISCO to insert its name) shall disconnect the temporary connection without
notice whenever it is no longer temporary in nature, or it is used for any other
purpose. However, in cases where NOC or approval of Layout Plan (LoP)/map of the
premises is under processes of approval with the concerned civic agency, DISCO
(DISCO to insert its name) may continue the temporary connection for a period of six
months.

2.20.4 After the expiry of the sanctioned period or after the period when temporary
connection is no more required and is disconnected, the material/ equipment will be
retained by DISCO (DISCO to insert its name) and the cost of equipment installed for
temporary connection shall be reimbursed to the consumer at depreciated rates.
However, in case a regular/permanent connection(s) is applied for the same premises
and sanctioned thereof, the existing material along with metering installation for
temporary connection will be utilized and temporary tariff will be changed to relevant

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 applicable tariff after completion of codal formalities as per the procedure for new
connection provided in this manual.

2.20.5 If the applicant requests for shifting of material of temporary connection for any other
premises either for another temporary connection or permanent connection; the
DISCO shall shift the material subject to following:

a) The new proposed site is within the DISCO (DISCO to insert its name).

b) The new proposed site is in the name of owner of the connection or in the name
of his/her legal heir duly verified from land revenue record or acquired through
legitimate lease agreement.

c) The applicant shall make payment as under:

i. Shifting and installation charges @ 10 % of actual cost of material (paid

at the time of connection) to be shifted at new site.

ii. Cost of extra/new material required for provision of connection at new

site including 12% Store handling charges/Store issue rate

iii. 8% of the new/extra material cost as installation charges.

d) The applicant shall make payment of outstanding dues.

e) The loading position/ voltage drop/technical losses of the 11 kV feeder and

loading of the transformer at new proposed site remains within permissible
limits.

2.21 CHANGE OF NAME

2.21.1 Consumers can request a change of name from the current title to a new one based on
the following grounds: change of Property Ownership, Death of Owner/through
succession certificate, change of Company Ownership, etc.

(a) Change of Property Ownership

If the consumer sells the premises where the connection is installed, it

shall be obligatory upon the new owner to apply to DISCO (DISCO to
insert its name) for change of name. In such case the Security Deposit is
required to be updated at prevailing rates subject to adjustment of already
paid Security Deposit.

(b) Death of owner/Through Succession

Upon death of the consumer, if the legal heir(s) apply for change of name
according to succession certificate granted by the court of competent
jurisdiction, the change of name will take place. In such case the Security
Deposit is required to be updated at prevailing rates subject to adjustment
of already paid Security Deposit.

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 (c) Change of Company Ownership

When a company is merged/amalgamated with or acquired by another

company and change of name takes place then the Security Deposit is
required to be updated at prevailing rates subject to adjustment of already
paid Security Deposit.

2.21.2 Documents to be attached for change of name along with Application Form (Annex-I)

a) Ownership proof of the premises/sale deed.

b) Copy of last paid bill subject to the condition that no arrears/ deferred
amount/installments are pending.

c) Copy of CNIC of the applicant

d) Power Supply Contract

e) In case of Company, duly incorporated under the law the following additional
documents shall be attached:

i. Certificate of incorporation;

ii. Resolution of Board of Directors authorizing a person to sign and

execute the application and power supply contract;

iii. List of directors with complete addresses and copies of their

computerized national identity cards.

iv. Court orders, in case of merger through a competent court of law.

2.21.3 The load-sanctioning authority will be competent in approving change

notifications

2.21.4 The period for change of name shall be within ten days after completion of all
requirements by the applicant.

(Amendment # 17November 21, 2023)

2.21.5 The procedure for changing the name of net-metering connections shall also be the
same as provided for other connections. However, the consumer shall apply for a
change of name for the distributed generation license.

(Amendment # 18 November 21, 2023)

2.22 EXTENSION OF LOAD/ REDUCTION OF LOAD

Documents to be attached for extension of load/reduction of load along with

Application Form (Annex I):

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 i. Test report issued by the Electric Inspector or his authorized wiring contractor.

ii. Copy of last paid bill subject to the condition that no arrears/ deferred
amount/installments are pending.

iii. Copy of CNIC

iv. Power Supply Contract

v. Payment of Capital Cost (if applicable)

vi. Updating of Security Deposit in case of extension/reduction of load at

prevailing rates subject to adjustment of already paid security deposit.

2.22.1 The premises where static/ digital meters are installed having a load up to 8kW; the
meter readers will record the current month’s MDI and notices will be issued on
electricity bills in case of unauthorized extension of load. Notice in this regard shall
be issued through electricity bills to notify the consumer of the regularization of the
load.

2.22.2 In case the consumer does not respond, the security deposit shall be recovered
through electricity bills in three to six (3 to 6) installments as per Clause 5.2.3 of
CSM, and the load will be extended automatically. In case the load of a single-phase
meter approaches 5 kW, a notice shall be issued to the consumer for extension of
load, and accordingly, a ToU meter shall be installed.

(Amendment # 19 November 21, 2023)

2.22.3 Reduction of load may be applied for any lower limit as per the test report.

The procedure for extension of load /reduction of load of net-metering connections

shall also be the same as provided for other connections. (Amendment # 20
November 21, 2023)

2.22.5 The time frame for implementing the change notification is ten (10) days from its
registration.

2.22.6 The Load Sanctioning Authority will be the authority to approve change
notifications,

2.23 CHANGE OF TARIFF

2.23.1 The current consumer can choose to change their tariff from the existing category to a
proposed one based on their changing circumstances.

2.23.2 Documents to be attached for change of tariff along with Application Form (Annex I):

i. Test report issued by the Electric Inspector or his authorized contractor

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 ii. Copy of last paid bill subject to the condition that no arrears/ deferred
amount/installments are pending.

iii. Copy of CNIC of the applicant

iv. Power Supply Contract

v. Payment of Capital Cost (if applicable)

vi. Payment of Security Deposit at prevailing rates subject to adjustment of

already paid Security Deposit.

2.23.3 The period for change of tariff shall be within ten days after completion of at!
Requirements by the applicant. After ten days, the bill shall be charged to the
consumers on a pro-rata basis for the relevant tariff.

(Amendment # 21November 21, 2023)

2.23.4 The Load Sanctioning Authority will be competent in approving the change
notification.

2.24 SOLAR ENERGY AND NET METERING

The Distributed Generator produces electrical power from solar sources and is
connected to the DISCO distribution system, which operates at three-phase or 11 kV.
These consumers include Domestic, Commercial, Industrial, Agriculture, General
Services, and Single Point Bulk Consumers.

2.24.1 The DISCO permits the Distributed Generator (DG) to link its generation facilities to
the DISCO distribution system for net metering. This involves using one or two
meters to measure the electricity produced by the generator and supplied to the
DISCO. If the applicant desires, DISCO shall provide the necessary information and
documents free of cost within two (2) days.

2.24.2 The applicant, who is the Distribution Generator, in person or through a registered
vendor/Installer duly authorized to apply a connection for the net-metering facility of
the DISCO online portal and provide the necessary documents. DISCO will then
conduct a survey to assess the feasibility of the connection. The applicant will be
notified to establish an agreement if everything is satisfactory.

2.24.3 DISCO shall, within five (5) days of application, acknowledge its receipt and inform
the completion or further requirement of documents to the applicant.

2.24.4 DISCO shall conduct an initial review to determine the eligibility of the applicant for
an interconnection facility. In cases where it is technically not feasible, inform the
applicant of the reason within three (3) days.

2.24.5 DISCO on satisfaction for interconnection constitutes an agreement with the

Distributor Generator within ten (10) days, and a copy of the agreement must be sent

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 to the Authority within seven (7) days. The term of this agreement shall be three (3)
years, renewable for the next term. DISCO cannot terminate this agreement without
prior approval of the Authority. However, the Distributor Generator may terminate
upon thirty (30) days’ notice to DISCO.

2.24.6 After executing an agreement, the applicant having dg facility above 25kw shall apply to the
authority for a license to operate the distribution generation facility.

2.24.7 Disco shall issue a demand notice for the interconnection charges within seven (07) days of
the agreement's execution and also for the security deposit if the applied load exceeds the
previously sanctioned load.
2.24.8 The applicant shall make payments of demand notices within twenty (20) days at a
designated bank branch or online and inform or upload the information on the
DISCO online portal.

2.24.9 The net meter interconnection facility shall be provided through an AMR meter at
the consumer's request or as desired by.

2.24.10 DISCO will proceed with the installation within thirty (30) days according to the
specified procedure for each step of the interconnection process.

2.24.11 DISCO may limit the operation and/or disconnect or require the disconnection of
the interconnection facility from its system at any time, with or without notice. In
the event of a fault, DISCO may require the removal of the fault up to DISCO's
satisfaction.

2.24.12 The consumer generating electricity from solar energy shall not have the right to sell
electricity to any other person.

2.24.13 The Distributor Generator will be responsible for providing the right of access to the
safe installation, maintenance, and replacement of electrical equipment and fencing
at its cost for safety and security. It shall not operate equipment that superimposes
upon or suffers the distribution system. Otherwise, DISCO shall take immediate
action and can disconnect the interconnection facility under intimation to the
distributed Generator.

2.24.14 The consumer has the option to alter the name, increase or decrease the load,
provided they sign a new agreement, and fulfill the specified codal formalities
outlined in this manual. In such an event the Distributed Generator has to apply to
the Authority for modification of the Distributed Generation License or with DISCO
as the case may be. This also applies for relocation or shifting of the Distributed
Generation Facility.

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2.25 PUBLIC ELECTRIC VEHICLE CHARGING STATIONS

2.25.1 Public Electric Vehicle Charging Stations: A Public Electric Vehicle Charging
Station (PEVCS) is a designated facility where electric vehicle owners can recharge
their vehicles. It is typically located in public areas for convenient access.

2.25.2 PEVCS shall liable to observe all provision of Consumer service manual,
performance standard (Distribution Rules) and Distribution Code for obtaining a
new connection

2.25.3 The PEVCS applicant will apply for the commercial connection through the DISCO
online portal and upload the following documents: Ownership Proof, NOC of Civic
Authority, Contract supply agreement, Electric Wiring test report, and any
documents deemed necessary.

2.25.4 DISCO shall provide a separate connection through the digital meter or to any
conditions deemed necessary.

2.25.5 DISCO shall follow the procedures and timeframe of connection charges as
described in the manual and eligibility criteria.

2.25.6 DISCO shall provide the information, including any interconnection documents
required for new service requests and sites requiring a service upgrade, free of cost,
within seven working days.

2.25.7 DISCO shall install the metering equipment to ensure the compliance of CSM,
PSDR and Distribution Code. And install appropriate capacity of meter to register
accurately the total number of units (kWH) consumed by the PEVCS and each EV
User for charging the battery at the PEVCS can be individually and jointly
measured.

2.25.8 The PEVCS holder and DISCO are required to follow any directions given by the
Authority in this regard.

2.25.9 DISCO shall ensure PEVCS complies with the highest technical and safety
standards and any industrial and technical standards issued by any regulatory body
of Pakistan.

2.25.10 In case, local standards are not available, PEVCS shall comply the most recent
version of ANSI, ASTM, IEEE, NFPA, or an equitant engineering standards and
specification.

2.25.11 PEVCS holders must comply with the guidelines for installing Electric Vehicle
Supply Equipment (EVSE), emphasizing safety and accessibility while ensuring
efficient operation. Key points include safety measures, location considerations,
precautions, accessibility, compliance, and standards in accordance with IEC 62196
(Type 2 for level 2 charging and CCS2 for DC charging).

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2.25.12 DISCO ensures the installation, design, and site layout shall consider the potential
risks during the installation, operation, and maintenance of the EVSE and all
support equipment, including wiring, conduit, and protection devices, to minimize
the damage risk from vehicle impact.

2.25.13 PESCS owner must arrange to provide technical, safety and billing training to their
staff for making compliance of relevant standards and code.

2.25.14 EVSE shall be capable of detecting and monitoring faults and generating
signals/alarm systems following international standards like J1772. Moreover, it
shall be connected to energy management systems (EMS) through the standardized
EEBUS protocol for energy management, data exchange, and control.

2.25.15 PEVCS holders shall not charge an EV User more than the Maximum Margin
announced by the NEPRA and display it at a visible place. PEVCS owner shall not
bailed the EV user more than the maximum margin for each unit (kWH) used in the
delivery of EV Services. DISCO shall ensure that a PEVCS charges no more than
the Maximum Margin.

2.25.16 If a PEVCS is found to have charged an EV User a rate higher than the Maximum
Margin for EV Services, DISCO and the EV user is under an obligation to report
this fact to the Authority.

2.25.17 DISCO shall inspect the functioning of any meter forming part of EVSE to ensure it
accurately measures the units of electric power consumed by an EV User. If a defect
is detected that has caused or can cause wrong billing to EV users, DISCO may
recommend alterations in the metering equipment.

2.25.18 The owner of PEVCS shall plan and conduct periodic preventive maintenance,
inspection and testing based on the manufacturer’s instruction/manual and retained
and preserved it for three (3) years.

2.25.19 PEVCS holders shall be at liberty to design any bill/invoice for the EV User's use of
the EV Services.

2.25.20 EV Users may complain to authorities against the PEVCS holders or the DISCO
pursuant to Chapters 10 and 15, and they are deemed to be consumers for raising
any complaint deemed necessary. Moreover, the details of PEVCS are described in
Chapter 16 of this Manual.

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3. RELOCATION OF DISTRIBUTION FACILITY AND
SHIFTING OF SITE
The focus should be on streamlining the relocation process, leveraging Geographic
Information System (GIS) mapping, providing real-time progress tracking, introducing
automated notification systems, offering digital safety guidelines, simplifying, developing a
mobile app for service requests, and encouraging digital documentation submission. Drawing
inspiration from successful digitalization initiatives in other utility companies can help
DISCOs enhance efficiency, communication, and consumer experience during distribution
facility relocations.

3.1 RELOCATION OF DISTRIBUTION FACILITY

Relocation of the Distribution Facility may occur upon request from the Civic Agency or the
consumer, meeting specified criteria.

3.1.1 Due to Public Works: If due to public improvements such as road construction, street
widening, grading, excavating sidewalk spaces, or other reasons, DISCO (DISCO to
insert its name) needs to move distribution facilities from their existing position or
provide new facilities to improve the system, the sponsoring agency will fund the
shifting, relocation, or addition of facilities. The requesting agency or sponsor is
responsible for providing the right-of-way provision.

3.1.2 On Applicant's/ Consumer’s Request: If a consumer requests that distribution

facilities like HT/LT lines, transformers, etc., be relocated for convenience or
construction, DISCO may do so at the consumer's expense. The consumer is
responsible for right-of-way provision.
3.1.3 If any person constructs a house, shop or a building etc. near /under any existing
distribution facility and subsequently applies for relocation of the same, it shall be
relocated at the applicant’s expense along with provision of right of way of by the
applicant.

3.1.4 DISCO cannot build a distribution facility over any house/building without the
owner/consumer's consent. If DISCO does so without consent, it must relocate the
facility at its own expense upon the owner/consumer's request.

3.1.5 In the event of relocation, overhead system or any part thereof may be converted into
underground system or vice versa, as the case may be in accordance with the ground
situation.

Note: The above provisions are also applicable for relocation of transmission
facility.

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 3.2 SHIFTING OF MATERIAL FROM DISCO TO DISCO

In case a consumer requests for shifting/relocation of equipment (Panel, transformers,

switch gear, etc.) installed in one DISCO (Host DISCO) to another DISCO (inter
DISCO shifting) due to discontinuation of the connection, extension or reduction of
load in the Host DISCO; the same shall be allowed for installation in the other DISCO
against a new connection or for extension/reduction of load, etc for the same
consumer subject to following:

i. Host DISCO shall charge 2% of the cost of material at the prevailing

rate in respect of dismantling/removal of equipment (Panel,
transformers, switch gear, etc.)

ii. Consumer shall bear transportation/ carriage charges as per actual. The
equipment (Panel, transformers, switch gear, etc.) should be
transported through the DISCO without handing over to the consumer.

iii. 8 % charges of the cost of material at the prevailing rate shall be

charged by other DISCO for installation/ commissioning of the
equipment at the new site.

iv. Upon installation of equipment (Panel, transformers, switch gear, etc.),

at the new site, the same shall be tested/verified/inspected by the
concerned departments of the DISCO.

(Amendment # 22 November 21, 2023)

3.3 Shifting of Distribution Line / Pole / Transformer etc.

The applicant shall make payment through Demand Notice as under:

i. Shifting and installation charges @ 10 % of the cost of material (at

prevailing rates) to be shifted at the new site.

ii. Cost of extra/new material required for shifting of distribution facility at

the new site/ place including 12% Store handling charges/store issue
rate.

iii. 8% of the new/extra material cost as installation charges.

(Amendment #23 November 2023)

3.4 SHIFTING OF CONNECTIONS:

3.4.1 The following type of connections are eligible for shifting within the DISCO (DISCO
to insert its name):

a) General Supply (A1, A2)

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 b) General Services (A3)

c) Industrial

d) Agriculture

3.4.2 The shifting of a connection may be processed subject to the following conditions:

a) The new proposed site is within the DISCO (DISCO to insert its name).

b) In case the material of the existing connection is not possible to shift at new
site and is dismantled/utilized by the DISCO (DISCO to insert its name) then
the adjustment/credit of the depreciated value of the said material shall be
given in the cost estimate.

c) The applicant shall make payment through demand notice as under:

i. Shifting and installation charges @ 10 % of actual cost of material at

the prevailing rate) to be shifted at new site.

ii. Cost of extra/new material required for provision of connection at

new site including 12% Store handling charges/Store issue rate

iii. 8% of the new/extra material cost as installation charges.

(Amendment #14 November 21, 2023)

d) The applicant shall make payment of outstanding dues.

e) The loading position/ voltage drop/technical losses of the 11 kV feeder and

loading of the transformer at new proposed site remains within permissible
limits.

f) The new proposed site qualifies for connection and fulfills all the requirements
of new connection.

3.4.3 Sanctioning officer for shifting of connections:

The competent officer for shifting of connection will be the same (correction
sanctioning Authority) if the new site falls within his/her jurisdiction. For connection
categories -I to III (load up to 500kW), shifting of connection from circle to circle
may be approved by GM (Technical). For connection categories IV & V (above
500kW load up to 5000kW & all loads at 66KV and above), the CEO will be the
competent authority.

(Amendment # 15 November 21, 2023)

3.4.4 The procedure for shifting the net-metering facility/ connections shall also be the
same as provided for other connections. (Amendment # 16 November 21, 2023)

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4. METERING INSTALLATION

4.1 GENERAL

This chapter covers metering installation on the premises of consumers of all categories
receiving electric power from DISCO (DISCO to insert its name).

To streamline the application process, DISCOs should implement automated scheduling,

explore digital meter reading solutions, provide online status updates, promote electronic
documentation, ensure digital verification and calibration, and enable remote monitoring. By
incorporating these digitalization strategies, DISCOs can enhance efficiency, accuracy, and
overall service quality in meter installations.

DISCO (DISCO to insert its name) shall provide the appropriate metering installation at the
cost of the consumer for all types of consumer categories. However, in case of non-
availability of the same with DISCO (DISCO to insert its name), against new connection,
extension/reduction of load or replacement of defective meter, the consumer may be asked to
procure the metering installation according to the specifications as approved by DISCO
(DISCO to insert its name) from the approved vendors of the DISCO (DISCO to insert its
name); to avoid delay in provision of connection/ replacement of metering installation. No
meter rent shall be charged if the cost of metering installation has been borne by the
consumer.

4.2 LOCATION OF METERING INSTALLATION

4.2.1 Metering installation of all categories of consumers shall be fixed at any

convenient/proper place outside the premises of the consumer. It shall be the
responsibility of the consumer to provide a safe and accessible location to DISCO
(DISCO to insert its name) for setting up of the metering installation at his/her
premises. In such cases, safe custody of the metering installation is the responsibility
of the consumer. In case, DISCO (DISCO to insert its name) fixes the metering
installation at its pole/structure then safe custody of the metering installation is the
responsibility of DISCO (DISCO to insert its name).

4.2.2 DISCO (DISCO to insert its name) shall make its best endeavor to install the meters
by the latest industry standards and workmanship to ensure the safety and security of
the metering installation.

4.2.3 The metering installation shall be fixed at a reasonable height from the ground level
or at a level from where the meter reading/taking a reading snapshot is possible
without using climbing devices.

4.2.4 The consumer must ensure a safe and accessible location for DISCO. If the meter is at
the premises, the consumer is responsible for its safekeeping; if on a pole/structure,
DISCO is responsible.

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4.2.5 In case of theft of metering installation or damage due to any accident (in case meter
is installed at the premises), the information must be communicated immediately by
the consumer online or in written form to the concerned sub divisional office of
DISCO (DISCO to insert its name) and DISCO (DISCO to insert its name) may take
further legal action and lodge FIR. DISCO (DISCO to insert its name) shall
immediately install another meter at site. In such case DISCO (DISCO to insert its
name) may recover the cost of the meter by issuing a demand notice or through
regular electricity bills.

4.2.6 DISCO (DISCO to insert its name) shall make its best endeavor to install the meters
in accordance with the latest industry standards and workmanship to ensure safety and
security of the metering installation.

4.2.7 The DISCO shall have the right at any time to change the place and position of the
metering equipment to conform with the applicable provision of the schedule of tariff
enforce from time to time, NEPRA Consumer Eligibility Criteria (Distribution
License) Regulations - 2022.) , Grid Code and Distribution Code. However, the safe
custody of metering installation is responsibility of DISCO if meter is shifted away
from the premises.

4.2.8 For Multistorey buildings (two or more occupants) the metering installation of all the
consumers shall be fixed at any appropriate location of the building. Each meter shall
be labeled with the name and reference number of the consumer.

4.2.9 DISCO may install a backup meter on all industrial connections and other connections
with a sanctioned load of 50 kW and above at the request of the consumer. The
consumer will be responsible for the expenses incurred if the backup meter is installed
at their request. If any issues arise with the billing meter. In that case, the backup
meter will be utilized as the billing meter, and consumption recorded on the backup
meter will determine the charges on the bills. Upon the replacement of the faulty
meter, it will be designated as the backup meter. However, no differential units be
charged to the consumer on the basis of difference in recording of consumption on the
billing meter and backup meter. Due slowness shall be charged as per Clause 4.3.

4.2.10 Should the consumer at any time requires the metering installation to be shifted to
another place or position on the same premises, he/she shall apply to DISCO in
writing or online giving reasons thereof. Upon receipt of such request, a survey will
be carried out within seven days for verification of alternative space. DISCO (DISCO
to insert its name) after its satisfaction may shift the metering installation upon
deposit of shifting charges (i.e. Rs. 500/- for single phase connection and Rs. 1000/-
for three phase connection along with the extra material cost, if any) by the consumer
as demanded through a demand notice by DISCO (DISCO to insert its name).

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4.3 METER REPLACEMENT AND BILL ADJUSTMENT:

4.3.1 In case a metering installation becomes defective/burnt (which was otherwise correct
up to the last billing cycle), DISCO (DISCO to insert its name) shall allocate the
defective code:

a) Replace the metering installation immediately or within two billing cycles if

meters are not available.

b) DISCO (DISCO to insert its name) may charge bills on average basis i.e. 100%
of the consumption recorded in the same months of previous year or average of
the last eleven months whichever is higher for a maximum period of two months.

c) No previous charging shall be made against the consumer account if the meter
was correct till the last billing cycle.

d) In case of defectiveness of net metering, the exported units shall be credited on an

average basis, i.e. 100% of the units exported in the same month of the previous
year or an average of the last eleven (I1) months whichever is higher for a
maximum period of two months.

e) The defective meter shall be replaced immediately but not later than two (2)
billing cycles. Actual units exported/ Imported shall be retrieved through data
downloading and the account of the consumer shall be overhauled based on data
downloading report.

(Amendment #24 November 21, 2023)

f) The defective or burnt meter that has been removed will be sent to the DISCO's
M&T laboratory for data retrieval and for evaluation of its status and the
consumption recorded by the disputed meter, as well as the actual billed
consumption. This step is taken to prevent disputes between the consumer and the
DISCO.

4.3.2 If the defectiveness of the meter is due to display wash, then DISCO (DISCO to insert
its name) shall:

a) Replace the metering installation immediately or within two billing cycles if meters
are not available.

b) DISCO (DISCO to insert its name) may charge bills on average basis i.e. 100% of the
consumption recorded in the same months of previous year or average of the last
eleven months whichever is higher for a maximum period of two months.

c) Data of the impugned meter shall be retrieved and actual consumption as per retrieved
data shall be charged to the consumer after issuing a notice to the consumer and
already charged bills issued on average basis shall be adjusted.

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 d) The consumer’s account shall not be liable to any adjustment if the data is not
retrieved within three months of wash meter replacement. However, if data retrieval is
not possible within DISCO (DISCO to insert its name) and meter is sent to the
manufacturer/company for data retrieval, and if its data is retrieved within six (6)
months of meter replacement, then the consumer will be charged retrieved units after
issuance of notice. In case, data is not retrieved within six (6) months of meter
replacement the consumer’s account shall not be liable to any adjustment.

4.3.3 CHECKING OF METERING INSTALLATION

4.3.3.1 If at any time DISCO (DISCO to insert its name) doubts the accuracy of any metering
installation, DISCO (DISCO to insert its name) may inform the consumer to check the
meter.

4.3.3.2 Suppose the consumer is not satisfied with the accuracy of the metering installation,
in that case, he/she may inform DISCO (DISCO to insert its name) and will pay (i.e.,
Rs. 500/- for a single phase and Rs. 1000/- for a three-phase connection for the
checking of the said metering installation. DISCO shall check the metering
installation within seven days.

4.3.3.3 DISCO will fix another duly calibrated and tested metering installation (check meter)
in series with the impugned/disputed metering installation to determine the difference
in consumption or maximum demand recorded by the check meter and that recorded
by the impugned metering installation during a fixed period.

4.3.3.4 Where it is not possible for DISCO (DISCO to insert its name) to install check
meter/metering installation of appropriate capacity (due to non-availability) in series
with the impugned/dispute metering installation to check the accuracy, DISCO
(DISCO to insert its name) shall, after informing (in writing) the consumer, test the
accuracy of the impugned metering installation at the site using rotary sub-standard or
digital power analyzer or meter testing equipment within seven (7) days in his
presence or his authorized representative. In case, meter testing is not possible at site,
the metering installation may be tested in the laboratory of the DISCO and notice in
this regard shall be issued to the consumer to ensure his/her presence during meter
testing.

4.3.3.5 If test checking of impugned/disputed metering installation proved to be incorrect,

DISCO (DISCO to insert its name) should convert the healthy installed / check meter
for billing or install a "correct meter" immediately at the cost of disco or within two
billing cycles if meters are not available. The charging method will be as under:

i. In case slowness is established, DISCO (DISCO to insert its name) shall

enhance the multiplying factor for charging actual consumption till the
replacement of the defective metering installation (but within two billing
cycles).

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 ii. Further, charging a bill for the quantum of energy lost, if any, because of
malfunctioning metering installation shall not be more than two previous
billing cycles.

iii. In case fastness is established, DISCO (DISCO to insert its name) shall
change/reduce the multiplying factor for charging actual consumption till the
replacement of the defective metering installation (within two billings). The
DISCO (DISCO to insert its name) shall provide due credit for excessive
units up to two previous billing cycles.

4.3.4 If a consumer provides written notice to DISCO (insert DISCO's name) and informs
them of having requested the Electric Inspector / Provincial Office of Inspection
(POI) to verify the accuracy of the DISCO's (insert DISCO's name) metering
installation, the Electric Inspector of the relevant region may issue a directive to the
DISCO to determine whether they will inspect the meter on-site, or the DISCO may
opt to remove the disputed meter from the premises and present it securely on the
specified date.

a) If the Electric Inspector chooses to inspect the meter on-site, DISCO (insert
DISCO's name) must refrain from removing or disconnecting the disputed
metering installation from the consumer's premises until the Electric
Inspector/POI has conducted an accuracy test of the disputed metering installation
in the presence of the consumer or their authorized representative. DISCO (insert
DISCO's name) should facilitate the POI during his checking of the disputed
metering installation.

b) Electric Inspector/POI shall carry out checking of the accuracy of the metering
installation within one month of receipt of such request.

c) If the metering installation is found to be slow/fast, the metering installation shall

be replaced immediately or within two billing cycles if meters are not available.

d) As a result of above checking, if percentage of slowness/fastness is specified then

the debit/credit will be made for maximum two months as per the determined
slowness/fastness. Further, the billing at the determined slowness/accounting for
the fastness may continue till replacement of the metering installation.

4.3.5 In case of defective meter, if DISCOs (DISCO to insert its name) charges bill on
average basis/defective code and the consumer produces documentary evidence
regarding non occupancy of the premises then only minimum charges are liable to be
paid by the consumer.

4.4 COST FOR REPLACEMENT OF METERING INSTALLATION

The cost of metering installation in case of replacement will be as under:

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 Description Cost to be borne by

Defective/damaged/burnt/display wash/internal DISCO (DISCO to insert its name)

fault/weathering effect etc. not due to consumer fault

Slowness/fastness owing to age/other reasons not DISCO (DISCO to insert its name)
related to illegal abstraction / stealing. Fastness due to
any reason.

Meter defective/ damaged/ burnt/display wash due to Consumer

Consumer’s fault including overloading, internal
wiring defect etc.

Missing of metering installation/damaged due to any - Consumer if installed at the premises.

accident
- DISCO (DISCO to insert its name) if
installed at any other place i.e. pole,
structure etc.

Note: In case cost of metering installation is to be borne by the consumer, DISCO (DISCO to
insert its name) may recover the cost through cash deposit electricity bills to avoid delay in
replacement of meter.

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5. SECURITY DEPOSIT
This chapter focuses on transparent calculation processes, online payment options, digital
receipts, online tracking, digital communication, integration with the consumer portal, and
robust data security measures. By incorporating these digitalization strategies, DISCOs can
enhance transparency, convenience, and security in managing security deposits for
consumers.

5.1 SECURITY DEPOSIT

The key area of discussion is the occasions when the Security Deposit shall have to be
updated at prevailing rates subject to adjustment of already paid Security Deposit.

5.1.1 For all service connections, a demand notice for security deposit as per the rate
approved by Authority shall be issued to the applicant for depositing the same either
online or in cash at the designated bank branch. The Security Deposit rates are as per
Annexure – IV.

5.1.2 A period of thirty days for payment of Demand Notice is given. A grace period of
thirty days may be allowed for payment of the demand notice on the request of the
applicant.

5.2 UPDATION OF SECURITY DEPOSIT

Updation of the Security deposit is required in following cases:

 Change of Name/title

 Shifting of site.

 Extension/Reduction of load

 Change of tariff

 Reconnection

5.2.1 In case of a change of name for any reason the Security Deposit shall be updated at
prevailing rates subject to adjustment of already paid Security Deposit.

5.2.2 In case of change of tariff category, shifting of connection and reconnection (if period
of disconnection is more than 365 days), the Security Deposit shall be updated at
prevailing rates subject to adjustment of already paid Security Deposit.

5.2.3 In case of an extension of load, the amount of security deposit shall be updated at
prevailing rates for the entire load subject to adjustment of already paid Security
Deposit.

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5.2.4 In case of reduction of load, the Security Deposit shall be updated at prevailing rates
and the difference in the Security Deposit shall be refunded/charged, as the case may
be.

5.2.5 For the purpose of calculating the security deposit, the fraction of a kilowatt (for
loads above one kilowatt) which is equal to or more than half kilowatt, shall be taken
as one kilowatt, and the fraction which is less than half a kilowatt shall be ignored.

5.2.6 The security deposit paid by the consumer shall be refunded at the time of permanent
disconnection if the consumer applies for a refund after getting approval from the load
sanctioning officer provided that there are no outstanding dues against the consumer.
The process of refund shall be carried out within thirty (30) days of receipt of such
request.

5.2.7 In case of reconnection, the consumer shall be charged security deposits as fellow:

Forconsumerswhosesecuritydeposithasnotbeenadjustedagainsttheoutstandingarrearsa
ndthedisconnectionperiodislessthan365days, no additional security deposit will be
charged.

Forconsumerswhosesecuritydeposithasbeenadjustedagainstthearrearsandwhosedisco
nnectedperiodiswithin365days, only the amount of adjusted security deposit shall be
charged.

Forconsumerswhosesecuritydeposithasnotbeenadjustedagainstarrearsbutwhosedisconn
ectedperiodismorethan365days, the difference in amount between the security deposit
already paid and the security deposit payable at prevailing rates at the time of
reconnection shall be charged.

5.3 BANK GUARANTEE

5.3.1 The option of Bank Guarantee in lieu of security deposit shall be available to the
industrial consumers under B-3 and B-4 as defined in Tariff terms and conditions
categories only. The existing B-3 and B-4 category consumers can also avail option of
Bank Guarantee by withdrawing their previous security deposit from DISCO (DISCO
to insert its name) and submit a Bank Guarantee to the satisfaction of DISCO (DISCO
to insert its name) on rate of security deposit for a validity period of three years.

5.3.2 The Bank Guarantee is required to be renewed after every three years. The consumer
is required to submit fresh Bank Guarantee within thirty (30) days of the expiry of the
previous Bank Guarantee. In case of failure, DISCO (DISCO to insert its name) may
disconnect the electricity supply after serving a clear seven days’ notice to the
consumer.

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5.4 SPECIAL ACCOUNT FOR SECURITY DEPOSIT

DISCO (DISCO to insert its name) shall maintain a separate bank account for the security
deposits in accordance with the provisions laid down under Section 217 of the Companies
Act 2017. DISCO (DISCO to insert its name) shall not utilize this amount for any of its
purposes. The profit so received from this security deposit account shall be mentioned in the
tariff petition for passing on the benefit to the consumers.

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6. METER READING AND BILLING
This section delves into meter reading and billing, emphasizing the importance of recording
readings accurately to ensure transparent billing. It explores the implementation of smart
meters, AMR systems, real-time billing information, mobile app-based meter reading
submission, electronic billing, consumer self-service portals, automated billing alerts, and
digital payment options. Additionally, it outlines the payment timeframe, distribution, and
collection procedure for electricity bills, including provisions for extending due dates and
allowing bill installment. Such measures can significantly improve accuracy, transparency,
and efficiency in meter reading and billing processes.

6.1 METER READING

6.1.1 Meter reading of all the consumers of DISCO (DISCO to insert its name) is carried
out on a routine basis each month to record the consumption of energy consumed by
each consumer during a given period (billing cycle/billing month). The meter reading
is generally taken/recorded by the concerned staff of DISCO (DISCO to insert its
name). For the purpose; the consumers of each sub division are divided into a number
of batches and sub- batches. The meter reading program shall be prepared in such a
way that the meters of a batch are normally read on the same dates each month.

6.1.2 Meter readings of all types of connections are as under:

Designation Load

Meter Reader Up to 20 kW.

Meter Reading Section Supervisor/LS Above 20 kW to 40 kW

SDO/AM(O) Above 40 kW to less than 500 kW.

XEN/DM(O) 500 kW and above.

6.1.3 Taking snapshots of meter readings of all consumer categories is mandatory. Meter
readings are taken through mobile snapshots/hand held units to ensure correct
readings. The snapshots of meter reading including Net Metering facility wherever
applicable showing import and export units are printed on electricity bill. DISCO
(DISCO to insert its name) shall make available record of snapshots for twelve
months for presenting before NEPRA, POI, Court of Law or any other competent
forum if required for settlement of billing dispute, raised by any consumer.

6.1.4 Meter Readers shall also check the irregularities/discrepancies in the metering system
at the time of reading meters / taking snap shots and report the same in the reading
book/discrepancy book or through any other appropriate method as per the practice.

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 The concerned officer/official will take corrective action to rectify these
discrepancies.

6.1.5 If due to any force majeure it is not possible for DISCO (DISCO to insert its name) to
take actual meter reading, the consumer may provide meter reading snap to DISCO
(DISCO to insert its name) for carrying out actual billing or DISCO (DISCO to insert
its name) may issue a provisional bill on average basis i.e. consumption in
corresponding month(s) of last year or average consumption of previous Eleven
months whichever is lower. In such a case, bill along with a slab benefit will be issued
as per actual meter reading upon normalization of the situation.

6.2 PERCENTAGE CHECKING

In order to ensure recording of correct meter reading, the percentage check over the
readings already recorded by the officials will be carried out as under:

6.2.1 Line Superintendent Incharge:

Line Superintendent Incharge will carry out the following checks over the readings
recorded by the Meter Readers, over and above the discrepancies already noted by
him from the readings supplied by the Meter Reader.

Connection Type % Check

General Supply/General services 5%

Industrial up to 20 kW load 15%

Agriculture Tube wells 15%

He will report to the SDO/AM (O) through the Meter Reading Section Supervisor the
discrepancies in metering installation.

6.2.2 Meter Reading Section Supervisor:

Meter Reading Section Supervisor will exercise at least 15% check on Industrial and
Agriculture Tube well Consumers having sanctioned load up to 20 kW and up to 20
number general supply/general service consumers per week, and report to the
SDO/AM (O) any discrepancy noticed on the readings recorded by the Meter
Reader(s) and Line Superintendent In-charge.

6.2.3 SDO/AM (O)

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 SDO/AM (O) will physically check at site readings of at least 2% of industrial,
commercial and Agriculture Tube well connections with load up to 40 kW each
month and at least 5 number other meters per day. Two meters to be checked should
be those which the Meter Readers had read the previous day. He/she will initiate
disciplinary action against the Meter Reader(s) who do not record correct meter
reading as reported by LS Incharge/ Meter Reading Section Supervisor besides
irregularities noticed by him.

6.2.4 Executive Engineer/Deputy Manager (Operation)

XEN/DM (O) will physically check at site at least 10% readings of meters of
industrial, agricultural and commercial consumers having sanctioned load above 40
kW and up to 500 kW and at least 2 number other meters a day, one meter
independently i.e. which has not been checked by the SDO/AM (O).

6.2.5 Superintending Engineer/Manager (Operation)

SE/Manager (O) will physically check at site at least 15% meter readings of
consumers having sanctioned load over 500 kW and at least 5 number other meters as
below:

(a) One meter checked by the SDO/AM (O)

(b) One meter checked by XEN/DM (O)

(c) Three other meters

6.2.6 The percentage check register should be maintained by Line Superintendent Incharge,
Meter Reading Section Supervisor, SDO/AM (O), Executive Engineer/DM (O) and
Superintending Engineer/Manager (O) for above checking:

Note: However, the primary responsibility for correct meter reading will rest
on the officer/official who is responsible for monthly meter reading in
routine.

6.3 METER READING OF AMR

A separate batch has been created for the connections where AMR system is installed.
Billing of such consumers is carried out as per schedule made by DISCO (DISCO to
insert its name) remotely.

6.4 ELECTRICITY BILL

6.4.1 The DISCO shall not print any instruction on the bill in violation of the Act, Rules,
Regulation, Codes, and any other applicable document.

However, to ensure all information mentioned on the electricity bill is printed in Urdu,

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 INFORMATION DESCRIPTION

Billing Month The month for which bill is being issued.

Name and Address The name and address of the consumer.

Reference No. A dedicated number allotted to a consumer for identification.

Tariff The applicable rates and charges approved by NEPRA for the
category of connection.

Load The load sanctioned for the connection.

Meter No, Billing meter, Net Metering

Date of connection The date on which the meter was installed

Reading Date The date on which the meter reading is taken.

Issue Date The date on which bill is issued to the consumer.

Due Date The date by which amount of the bill is to be paid. However, if the
due date falls on a holiday, the due date shall be the next working day.

Present meter reading The meter reading taken on the reading date

Previous meter The meter reading taken on the previous month reading date
reading

Exported/ Imported In case of Net Metering

Units

Snap shots The snap shot of present meter reading, peak/off peak including
exported meter reading in case of net metering facility. In case of
MCO, the snapshot of final reading of the previous meter shall also be
printed.

Total units Consumed The units consumed during a Billing Period or average consumption
in case of defective meter.

Billing History Details of billing by DISCO (DISCO to insert its name) and payment
by the consumer for the period of 12 months.

Total Cost of The cost as per applicable tariff of total units consumed or average
Electricity consumption in case of defective meter.

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 INFORMATION DESCRIPTION

Installments Any amount to be paid as per installments allowed by the Competent

Officer.

GST The General Sales Tax levied by the Government of Pakistan

Amount Payable Total current amount of all the payment items as mentioned in the bill
within due date including arrears amount, if any

Deferred Amount Amount deferred by DISCO (DISCO to insert its name)

Arrears Unpaid amount of the bill.

Late Payment The amount levied on account of non-payment of bill within due date
Surcharge (LPS)

Amount Payable after Total of amount payable within due date including
due date
Late Payment Surcharge.

Fixed Charges As defined in Tariff Terms & Conditions.

Variable Charges As defined in Tariff Terms & Conditions.

Billing Demand As defined in Tariff Terms & Conditions.

ED Electricity Duty levied by the Provincial Government.

Other Charges Fuel Price Adjustment (FPA), Quarterly tariff adjustment (QTA),
Financing Cost (FC) surcharge, Annual Distribution Margin
Component (ADMC), PTV Fee, Withholding Tax, any other
charge/surcharge levied by the Federal Government etc.

Payment of Bills Banks and other Financial Institutions where the bills can be paid.

Other particulars Name and address of consumer, name of division/sub-division/feeder,

contact number for Complaint, Contact number of XEN/SDO

Address Addresses of concerned sub-division, NEPRA head office /regional

office, Electric Inspector/Provisional office of Inspection

Note: DISCO (DISCO to insert its name) shall not print any instruction on the bill in
violation of the Act, Rules, Regulation, Codes and any other applicable document.

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All the above-mentioned information shall also be printed in Urdu on the bill.

6.4.2 In cases where accumulated readings are recorded, segregated bills shall be prepared
keeping in view the number of months for which the readings have accumulated to
give slab benefit/relief to the consumers.

6.4.3 The consumers are advised to read the “INSTRUCTIONS FOR THE PAYMENT OF
BILLS” given on the Monthly Electricity bills for their knowledge and guidance.

6.4.4 The DISCO shall access the security deposit information from the computer
mainframe and incorporate it into the consumer bill by establishing a dedicated
column. Additionally, the DISCO will include the bank guarantee amount on the bill,
along with the issuance date and expiry date for clarity and reference.

6.5 TIME FRAME FOR PAYMENT OF BILLS

The due date for payment of bills shall be within fifteen (15) days from the issue date of the
bills. However, the consumers will have clear seven (7) days from the date of actual delivery
of the bill for the purpose of payment. DISCO (DISCO to insert its name) may develop
alternative method for distribution /dispatch of electricity bill electronically (i.e. through e-
mail, WhatsApp etc.)

6.6 PROCEDURE FOR BILLS DISTRIBUTION

6.6.1 The Bill Distributor shall deliver the bills at the premises of the consumers within a
day of receipt of the bill for distribution

6.6.2 Electricity bill shall be available on DISCO's (DISCO to insert its name) website for
downloading & payment

6.6.3 AM (O), DM (O) and SE (Operation) shall ensure delivery of bills within stipulated
time.

6.7 COLLECTION /PAYMENT OF ELECTRICITY BILLS

6.7.1 All Commercial Bank Branches and Post Offices of the respective City/District where
connection exists shall be collecting electricity bills from consumers who have been
given option to deposit their electricity bills in any designated bank branch/post
office. Online payment and payment through ATM Card/Credit Cards or through
cross cheques at designated bank branches can also be made where possible. NADRA
KIOSK is also authorized to collect electricity bills.

6.7.2 In order to avoid Late Payment Surcharge (LPS), consumers shall pay their bills
within due date. Consumers can also make payments in Revenue Offices through
crossed cheques/ pay orders/ bank drafts. However, in order to avoid late payment

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surcharge, the cheque/bank draft/pay order, be deposited to the Revenue Office and
the bank branch at least three days prior to due date so as to ensure realization within
due date.

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6.8 EXTENSION OF DUE DATE FOR PAYMENT AND INSTALLMENTS OF
ELECTRICITY BILLS:

Competent Officer Extension of due date for Installments of Bills

payment of bills

SDO/AM(O) maximum 03 days for bills 03 monthly installments for amount

of bill up to Rs. 50,000/-
RO/AM(CS) up to Rs. 50,000/-

XEN/DM(O) maximum 03 days for bills 03 monthly installments for amount

of bill up to Rs. 200,000/-
up to Rs. 200,000/-

SE/Manager (O) maximum 05 days for bills 04 monthly installments for amount
of bill up to Rs. 500,000/-
up to Rs. 500,000/-

Director Commercial maximum 05 days for bills 05 monthly installments for amount
of bill up to Rs. 1000,000/-
up to Rs. 1000,000/-

CSD maximum 08 days for bills up to 12 monthly installments for amount

Rs. 20 Million of bill up to Rs. 20 Million/-

CEO maximum 10 days for all amount full powers for all amount

Note: Late Payment Surcharge (LPS) will not be imposed where due date is extended.

i. The facility of installment shall be allowed only one time in any financial year.
ii. The request for extension in due date for payment of bill shall be made before the due
date.
iii. The DISCO shall generate computerized bill upon allowing installments and extensions
in due date.

6.9 CHARGING OF MARKUP:

If the request for installment of the current’s month bill is made then:
i. There shall be no markup or LPS if first installment is paid within the due date.
ii. The remaining installments shall be paid with markup @ 14% (per annum) on pro-rata
basis.

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7. TARIFF

7.1 TARIFF

Tariff means the rates, charges, terms and conditions for generation of electric power,
transmission, interconnection, distribution services and sales of electric power to consumers
by DISCO (DISCO to insert its name). DISCO (DISCO to insert its name) shall charge only
such tariff from consumers as is approved by NEPRA and duly notified by Government of
Pakistan from time to time.

It emphasizes transparent tariff information, online options for tariff changes, prevention of
tariff misuse and overcharging, digital tariff notifications, and consequences for applying
incorrect tariffs dynamically.

7.2 AVAILABILITY OF SCHEDULE OF TARIFF

The schedule of tariff as approved by NEPRA and notified by the Government of Pakistan,
shall be made available in DISCO (DISCO to insert its name) offices and shall be provided to
the consumers on demand free of cost. The schedule of tariff will also be made available by
DISCO (DISCO to insert its name) at its website. All consumer queries/clarifications in
respect of applicable tariff shall be adequately addressed by DISCO (DISCO to insert its
name).

7.3 POWER FACTOR PENALTIES

The penalties for low power factor shall be levied according to the “Terms and Conditions”
of approved tariff of respective category.

7.4 CHANGE OF TARIFF

7.4.1 The following consumer categories are eligible to apply to DISCO (DISCO to insert
its name) for change of tariff:

(a) Consumers of General Supply i.e. (Residential (A1), Commercial (A2),

General Services (A3) are eligible to apply for change of tariff from one
category to another. For example:

i. A1 to A2 or A3

ii. A2 to A1 or A3

iii. A3 to A1 or A2

(b) Commercial Category into Industrial Category (B1 & B2 only) and vice-versa

(c) Seasonal industrial connection to non-seasonal and vice-versa.

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 (d) Tube well to industrial, however, industrial connection cannot be converted
into tube well connection till completion of one year period, from date of
energization and fulfillment of other formalities.

7.4.2 Terms and conditions for change of tariff:

i. Change of tariff will be allowed by the connection sanctioning officer.

ii. Change of tariff will be allowed if no dues are outstanding.

iii. The consumer shall make payment of Security Deposit at prevailing rates
subject to adjustment of already paid Security Deposit

iv. New contract on prescribed form (Annex – II) is to be executed between the
consumer and DISCO (DISCO to insert its name)

7.4.3 The consumer shall apply, at least 30 days in advance, for the change of his existing
tariff to the competent load sanctioning officer.

7.4.4 The consumer shall submit the application for change of tariff along with the required
documents as mentioned in the application form (Annex – I).

7.4.5 DISCO (DISCO to insert its name) shall process the case and accord approval for
change of tariff within thirty (30) days of receipt of application.

i. NOC/Copy of last paid bill subject to the condition that no arrears/ deferred
amount/installments are pending.

ii. The applicant has to make the payment of Capital Cost (if applicable)

7.5 MIS-USE OF TARIFF

7.5.1 The consumer shall, in no case use the connection for the purpose other than for
which it was originally sanctioned. In case of violation, the consumer is liable for
disconnection and legal action.

Explanation:

The phrase for the purpose other than for which the connection was originally
sanctioned means if a connection was originally sanctioned under one tariff category
for example domestic tariff (A-1) and is being used for commercial purpose i.e. A-2.

7.5.2 DISCO (Distribution Company) shall:

a) Provide clear notice to the consumer within seven (7) days if they are found to be
misusing their approved tariff or a notice may be printed on the electricity bill.
The Consumer must present documentary evidence for the change of tariff
and engage with the DISCO to resolve any issues if disputed. Following an
investigation, DISCO will promptly change the tariff and calculate the difference

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 in charges from the previous period of misuse for recovery from the consumer.
However, in the absence of documentary proof, the maximum duration for such
charges will not exceed two billing cycles.,

b) The consumer shall be required to apply/get regularized for the extension of load
immediately, failing which his connection can be disconnected without further
notice.

7.5.3 If any consumer of any category of tariff uses higher MDI, for example, a B-1
consumer uses a load above 25 kW, the DISCO (DISCO to insert its name) shall
immediately issue clear seven (07) days notice or print the notice on electricity bill for
change of tariff to B-2; however, charging of difference of tariff or power factor
penalty shall not be more than six (6) months, retrospectively. Similarly, if a
consumer having a load less than 5 kW uses a higher load especially in the cases
where fixed charges are applicable, the DISCO (DISCO to insert its name) shall issue
notice for extension of load and shall extend the load after completion of codal
formalities and, in such case, fixed charges/power factor penalty wherever applicable
shall not be raised for more than six (6) months, retrospectively. However, these
charges may be raised within one year, and after one year, no claim shall be legal.

7.5.4 If due to any reason the charges i.e. MDI, Fixed charges, multiplying factor, tariff
differential, power factor penalty, application of correct tariff category, etc., have
been skipped by DISCO; the difference of these charges can be raised within one year
for a maximum period of 06 months, retrospectively. The bi1l so issued shall be
called a supplementary bill and shall contain all the details i.e. reason, amount, period
of charging, taxes, etc. (Amendment # 25 November 21, 2023)

7.5.5 If the Authority modifies the terms and conditions of tariff at any time, the DISCO
(DISCO to insert its name) shall immediately change the tariff accordingly however,
charging of difference of tariff shall not be more than six (6) months, retrospectively.
Further, these charges may be raised within one year of such notification and after one
year no claim shall be legal.

7.6 APPLICATION OF WRONG TARIFF

Application of a correct tariff is the responsibility of DISCO (DISCO to insert its

name) at the time of sanction of connection. In case of the application of wrong tariff,
which is lower than the applicable tariff, no differential bill will be debited against the
consumer account. However, in case where higher tariff has been charged to the
consumer than adjustment / credit for six (6) months be allowed retrospectively, form
the date of pointing out of such discrepancy.

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8. DISCONNECTION AND RECONNECTION
It focuses on automated alerts, online disconnection and reconnection requests, smart
systems, mobile app features, digital payment integrations, and real-time monitoring. By
embracing these digitalization strategies, DISCOs can enhance efficiency, transparency, and
consumer experience in these processes.

8.1 DISCONNECTION

A premises is liable to be disconnected on the following grounds:

i. Consumer is a defaulter in making payments of the electricity bill(s);

ii. Consumer is involved in the theft of electricity.

iii. Consumer illegally reconnects his electricity connection.

iv. The consumer has extended his load beyond the sanctioned load.

v. The consumer has requested for disconnection.

vi. The consumer is involved in the misuse of tariffs or using electricity for a purpose
other than for which the connection was sanctioned, as explained in Clause 7.5.1.

vii. The consumer has yet to submit a fresh bank guarantee within 30 days of the expiry
of the previous bank guarantee wherever applicable.

viii. On expiry of temporary connection period if not extended.

ix. On the expiry of the seasonal period of industrial connection if not extended.

x. The connection can be disconnected on request of the owner/landlord of the premises

if the tenant is defaulter of electricity bills consecutively for three months.

8.2 DISCONNECTION PROCEDURE

8.2.1 The consumer is bound to pay the electricity bill within due date as specified in the
bill or with the late payment surcharge if paid after due date. The connection shall not
be disconnected if any consumer fails to deposit the current month bill provided that
there are no outstanding dues.

8.2.2 No connection must be disconnected on in case of non-payment of the previous

month bill, DISCO (DISCO to insert its name) shall issue notice of clear seven days
along with the second month bill to the defaulting consumer to either clear the
outstanding dues with the second month bill or face disconnection. The notice may
also be printed/stamped on the electricity bill.

8.2.3 No connection shall be disconnected on default of one month bill.

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8.2.4 In case of non-receipt of payment and upon expiry of the due date given on the second
month bill, the supply of the defaulting premises shall be disconnected. In such cases
the disconnected supply shall not be reconnected or restored by DISCO (DISCO to
insert its name) until full payment along with late payment surcharge or payment in
installments (allowed by the DISCO) has been made by the consumer.

8.2.5 If the consumer fails to pay the bills of third month along with arrears of previous two
months within due date given on the third month bill, DISCO (DISCO to insert its
name) shall issue Equipment Removal Order (ERO) and remove the metering
installation/ material and shall allot permanently disconnected code. The electric
supply will only be restored upon payment of all outstanding dues (in full or
installments) and completion of other codal formalities given in reconnection policy.
However, if a DISCO (DISCO to insert its name) does not remove the equipment for
its own ease, the consumer shall not be held responsible for theft of electricity or
material, if any.

8.2.6 Power supply of the consumers who are allowed by DISCO (DISCO to insert its
name) to make the payment in installments shall not be disconnected provided the
consumer is making payment of the installments. However, if a consumer further
defaults in making payment of installments, the power supply of such a consumer
shall be disconnected without any further notice and shall only be restored after
receipt of minimum 50% dues.

8.2.7 A premises where more than one connection exists in different names in different
portions, and any of the consumer defaults in making payments, the other connections
shall not be disconnected. However, the DISCO (DISCO to insert its name) shall
strictly keep the premises under observation that the defaulted portion shall not take
supply from any other connection.

8.2.8 If more than one connection exists in the name of a single owner and any of the
connection defaults, and the DISCO (DISCO to insert its name) allots permanent
disconnection code as per procedure, in such a case the DISCO may transfer the
outstanding dues of the defaulting connection to the other running connection(s) of
the same owner for recovery purposes.

8.2.9 Power supply of a defaulting consumer shall not be disconnected who has lodged a
complaint/petition against any wrong billing or any dispute relating to the payment of
electricity bill with NEPRA wherein restraining orders have been issued. However,
the consumer will continue to pay current bills regularly.

8.2.10 If a consumer extends the existing load beyond the sanctioned load, a notice shall be
issued to the consumer to apply for extension of load. The consumer shall apply for
extension of load within fifteen days of the receipt of the notice. DISCO (DISCO to
insert its name) shall disconnect the power supply if the consumer fails to apply for
extension of load and completes other formalities.

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8.2.11 If a consumer having an independent/dedicated 11 kV feeder or transformer becomes
a defaulter and discounted from the supply system, or the connection is not in use, the
DISCO shall issue notice to such consumers for payment of dues and utilization of
dedicated system respectively. If the consumer does not come forward for payment of
dues or utilization of the abandoned distribution system then the DISCO (DISCO to
insert its name) shall allot a permanent disconnection code and shall wait for the
consumer for one (1) year for reconnection. If the consumer does not come forward
for reconnection within one (1) year, the DISCO (DISCO to insert its name) shall
issue notice to the consumer and wait for one month for the reply of the consumer. If
the reply of the consumer is not received/ or the reply is unsatisfactory, the DISCO
may utilize the feeder or transformer as the case may be, for the provision of
electricity supply to other consumers after a lapse of notice period. In such a case, the
DISCO shall work out the depreciated value of the 11kV feeder or the transformer as
the case may be and adjust outstanding dues. The remaining amount, if any, shall be
reimbursed to the consumer after completion of the codal formalities.

8.2.12 if the consumer's independent or dedicated distribution system is permanently

disconnected, either by their request or by default, the cost of material removed from
the site can be adjusted in arrears after one year. This adjustment will be made after
giving the consumer a clear seven-day notice. The remaining amount if any, shall be
reimbursed to the consumers after completion codal formalities. However, adhering to
the instructions outlined in the eligibility criteria is essential.

8.3 TEMPORARY DISCONNECTION ON CONSUMER’S REQUEST.

In case a consumer shifts to some other location or intends to get disconnected the supply due
to any reason, the temporary disconnection of supply shall be allowed on consumer request,
for a maximum period of eleven months,

8.3.1 That the consumer has paid the final bill up to the day immediately preceding the
intended date of request for temporary disconnection.

8.3.2 That exemption in payment of minimum/fixed charges will be admissible for the
actual period of disconnection.

8.3.3 That no reconnection fees shall be charged if the consumer applies for reconnection
within seven (07) days after the expiry of disconnection period.

DISCO shall reconnect/restore the electricity supply within (04) working days after
completion codal formalities. In such a case, the consumer shall submit a fresh test
report. (NEPRA Amendment # 26November 21, 2023)

Note: In pursuit of clause 3(f) of the NEPRA Consumer Eligibility Criteria (Electric
Power Supplier) Regulation, 2022, the bulk supply consumer of Supplier of Last
Resort (SOLR), will not be eligible for the above said facilitates.

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8.3.4 After the expiry of the period allowed for disconnection, the minimum/fixed charges
will be applicable even if the consumer does not apply for reconnection and does not
use electricity. In case the consumer defaults in payment of the future bills, the
connection may be disconnected and equipment installed at the premises may be
removed after service of notice as per disconnection procedure. Restoration of supply
to such a premises shall also be governed as per the Reconnection Policy and payment
of minimum/ fixed charges will be admissible for entire period of disconnection.

8.3.5 In case of temporary disconnection (physically disconnecting cables/jumpers etc.)

material installed shall remain intact at the premises, however the consumer shall be
responsible for safe custody of the material/ equipment. The concerned SDO shall
ensure no illegal use of electricity supply at the premises.

8.3.6 DISCO shall disconnect the electricity supply within four (4) working days after
receipt of written temporary disconnection request from the consumer.

8.3.7 In case consumer requests (in writing) for removal of material from the premises, the
equipment shall be removed by DISCO and in such a case safe custody of the material
shall be responsibility of DISCO. However, in such case, removal and re-installation
changes @ of 10% of the cost of material (at prevailing rates) shall be paid by the
consumer through Demand Notice.

8.3.8 The concerned Revenue officer shall ensure feeding of temporary disconnection
(T- Disc code) on the electricity bills.

(NEPRA Amendment # 27 November 21, 2023)

8.4 PERMANENT DISCONNECTION ON CONSUMER’S REQUEST.

A consumer who intends to get the premises disconnected permanently shall apply to the
concerned load sanctioning officer, who will arrange the final electricity bill from the
Revenue Officer/AM (CS). After payment of final electricity bill, the load sanctioning officer
will issue permanent disconnection order. Disconnection for consumers supply shall be
affected through ERO to avoid misuse of electricity after permanent disconnection. The
permanently disconnected consumer will not be responsible for misuse of electric supply
from the facility if not removed by DISCO (DISCO to insert its name) after permanent
disconnection.

8.5 RECONNECTION POLICY

The disconnected premises shall be reconnected by DISCO (DISCO to insert its name) on the
application of the consumer maximum up to ten (10) years subject to the following:

8.5.1 Clearance of all outstanding dues/partial payment as allowed by the DISCO (DISCO
to insert its name).

8.5.2 Payment of fixed/minimum charges:

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For General Supply Tariff-(A-1, Minimum/fixed charges of Rs. 200 only for any
A-2) & General services (A-3) period.

(single phase only)

For General Supply Minimum/fixed charges for actual period of

disconnection of supply if period of disconnection is up
Tariff A-1 A-2 & General to ninety days.
Services A-3 (3-Phase
Connections) In case the period of disconnection of supply is more
than ninety days and up to three years, then the
For Industrial Supply minimum/fixed charges will be recovered @ one
Tariff (B-1, B-2, B-3, B-4, B-5) month for every quarter in addition to the
minimum/fixed charges for ninety days. Period less
For Agriculture tube well and lift than a quarter will be ignored for the purpose of
irrigation pumps recovery of minimum//fixed charges).

If the period of disconnection is more than three years

from the date of disconnection, minimum/fixed charges
for the disconnected period beyond three years from
the date of disconnection up to the date of reconnection
shall be recovered in addition to the charges laid down
in (a) and (b) above.

The minimum/fixed charges for period beyond three

(03) years and up to ten (10) years shall be @ one
month for every year. Period less than a year shall be
ignored in calculations.

For Bulk Supply NIL

Tariff (C-1, C-2, C-3)

For Public Lighting NIL

Tariff-G

For ONE Point supply to Residential NIL

colonies attached to the premises of
industrial supply consumers, who
have their own distribution facility.

Tariff-H

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8.5.3 Payment of Reconnection Fee.

Reconnection
Description
Fee (Rs.)

Arrears up to Rs. 5000/- 500/-

800/-
Arrears between Rs. 5,001/- and Rs. 20000/-

Arrears between Rs. 20001/- and Rs. 1 Lac 2,000/-

Arrears between Rs. 1 Lac to Rs. 10 Lac 4,000/-

Arrears over Rs. 10 Lac 10,000/-

Disconnection of electricity supply due to

2,000/-
dishonest abstraction of electricity

Seasonal Consumer Nil

Note: Reconnection charges apply only if the electricity supply is permanently

disconnected and the PDCO code is entered; they are not charged if the meter is not
physically removed. (Refer to clarification # 9 Dated March 26, 2021).

8.5.4 Cost of material to be recovered at the time of reconnection.

a) The material which is removed from the site as a result of disconnection shall
be kept in the sub division for 365 days from the date of disconnection and an
entry to this effect shall be made in the register kept for this purpose. However,
no cost of material shall be charged to the consumer if the consumer applies for
reconnection within 365 days of disconnection.

b) If a disconnected consumer does not come forward for reconnection within 365
days of disconnection, then the removed material shall be returned to the store
and taken on stock.

c) In case a disconnected consumer applies for reconnection after the expiry of

365 days but within three years of disconnection, credit on depreciated value of

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 the removed material shall be given in the cost estimate of material, provided
that the cost of the removed material was originally paid by the consumer.

d) In case a disconnected consumer applies for reconnection after a period of three

years of disconnection, no credit of the cost of the removed material shall be
given, even if the consumer had originally paid the entire cost of the material.

e) In case of reconnection of a disconnected premises where no arrears are

outstanding against the premises and due to some reason serviceable material is
available at site, DISCO (DISCO to insert its name) may utilize such material
and cost of such material will not be recovered from the consumer subject to
the satisfaction of DISCO (DISCO to insert its name) that the material is
genuine, and operationally safe. The material may be tested by DISCO (DISCO
to insert its name) for its satisfaction and cost in this regard will be borne by the
consumer.

f) DISCO (DISCO to insert its name) may issue cost estimate for installation of
reclaimed transformer for reconnection on request of the applicant, if available
with DISCO (DISCO to insert its name).

g) If the dedicated distribution system or any part of it is removed or replaced due

to reasons like permanent disconnection, load extension or reduction, tariff
change, or site relocation, the transformer's service life for depreciation
calculation will be considered as 20 years at a rate of 5% per annum. However,
the depreciation value of the transformer or material should not fall below 20%
of the initial cost paid in any circumstance. (Refer to NEPRA Consumer
Eligibility Criteria (Distribution License) Regulations - 2022.)

8.5.5 If the electricity connection is disconnected on account of severe fault/fire in the

internal wiring of the premises; provision of fresh wiring test report of the Electric
Inspector or his authorized contractor will be mandatory prior to the reconnection.
However, DISCO may reconnect electricity supply on temporary basis till issuance of
test report after physical verification of wiring and its satisfaction.

8.6 SECURITY DEPOSIT FOR RECONNECTION

In case of reconnection, the consumer shall be charged security deposit as under:

8.6.1 For consumers whose security deposit has not been adjusted against the outstanding
arrears and the disconnection period is less than 365 days, no additional security
deposit will be charged.

8.6.2 For consumers whose security deposit has been adjusted against the arrears and their
disconnected period is within 365 days only the amount of adjusted security deposit
shall be charged.

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8.6.3 For consumers whose security deposit has not been adjusted against arrears but their
disconnected period is more than 365 days, the difference in amount between the
security deposit already paid and the security deposit payable at prevailing rates at the
time of reconnection, shall be charged.

8.6.4 For consumers whose security deposit has been adjusted against the arrears and their
disconnected period is also more than 365 days, the security deposit at the prevailing
rates shall be charged. However, Industrial consumers (B3, B4) can opt to submit
the bank guarantee.

8.7 OPTION OF NEW CONNECTION INSTEAD OF RECONNECTION

8.7.1 The disconnected consumers, having a disconnected period of more than three years
and up to ten (10) years, may opt for a new connection in the same premises subject to
clearance of all dues outstanding, against the previously disconnected connections or
any other connection in the jurisdiction of DISCO or any other distribution company.
In case of a new connection, nothing on account of fixed charges/minimum
charges/reconnection fees for the disconnected period shall be charged. However, the
security deposit of the previous connection may be adjusted against the new
connection if not accounted for earlier. However, Industrial consumers (B3, B4)
can opt to submit the bank guarantee.

8.7.2 The consumers having disconnection period of more than ten (10) years are not
eligible for reconnection and are required to apply for a new connection at the same
premises. However, such applicants shall be given priority for provision of
connection.

8.7.3 For provision of new connection as given above, if the material of the disconnected
connection was not removed and still exists on site, DISCO (DISCO to insert its
name) may utilize such material for the new connection if the same is serviceable and
cost of such material will not be recovered from the consumer. Testing charges for
such material are payable shall be borne by the consumer. However, cost of additional
material, if required will be deposited by the consumer.

8.8 DISCONNECTION DECLARED NULL AND VOID BY COMPETENT FORUM

If a connection is disconnected by DISCO (DISCO to insert its name) and

subsequently such action is declared as null and void by NEPRA/POI/Court of Law/
any other competent forum, no fee/charges on account of reconnection fees/fixed
charges/ minimum charges / security deposit/ cost of material is chargeable to the
consumer.

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8.9 RECOVERY OF DUES

DISCO can effectively recover arrears from disconnected consumers and maintain financial
stability.

The following methods can be used to recover outstanding dues from the defaulting
consumer.

 Serving a disconnection notice.

 Disconnection of electricity supply either temporarily or permanently if default

persists.

 Serving a legal notice for recovery of arrears.

 Placing a demand under the Land and Revenue Act 1967 to the District Collector.

 Handing over recovery case to the Tehsildar Recovery under the clauses of the
Land and Revenue Act 1967.

 Negotiation and Incentive for payment of outstanding Dues with the approval of
BoD.

 Right of uneconomical and bad debts within the approval of BoD.

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9. DISHONEST ABSTRACTION, CONSUMPTION OR USE
OF ENERGY
This chapter addresses fraudulent energy usage, including theft by both registered and
unregistered consumers. It outlines procedures for, establishing modes of illegal abstraction,
charging detection bills thereof and establishes protocols for reviewing detection bills.
Embracing digitalization can bolster measures against energy theft, encourage responsible
consumption, and improve system integrity.

9.1 THEFT OF ELECTRICITY/ENERGY

9.1.1 Direct theft of electricity by registered/ un registered consumers of disco (disco to

insert its name).

9.1.2 If a premises/person is found to be hooked directly with DISCO’s (DISCO to insert

its name) supply line by bypassing the metering installation or the metering
installation is missing at site (where the safe custody of the meter is the responsibility
of the consumer) , or supply is restored illegally on disconnected premises, or if the
consumer is using electricity direct from DISCO’s (DISCO to insert its name) supply
line and/or the person living in the premises is not a consumer of DISCO (DISCO to
insert its name), or meter is installed at site but no record exists then DISCO (DISCO
to insert its name) shall inter-alia process the case as theft of electricity. Installation of
HT/LT line or transformer by any person without prior approval of the DISCO
(DISCO to insert its name) is construed to be illegal abstraction of electricity whether
connected or not connected to the Distribution network and the same may be
considered direct theft of electricity. Information of such offense is provided to the
police in writing by the concerned officer (not below Grade 17) of DISCO (DISCO to
insert its name) or by an officer of an equivalent grade.

9.1.3 All theft cases as mentioned above would be dealt by DISCO (DISCO to insert its
name) strictly in accordance with relevant sections of Pakistan Penal Code, 1860 (Act
XLV of 1860) and the Code of Criminal Procedure, 1898 (Act V of 1898). The
disconnection of electricity shall be carried out immediately under the supervision of
concerned Officer of DISCO (DISCO to insert its name) by removing such facility.
The removed material shall be preserved as a proof of theft i.e. the case property and
the same shall be produced before the court during the trial. After conclusion of the
legal proceedings the material so removed shall be retained by DISCO (DISCO to
insert its name).

9.1.4 DISCO (DISCO to insert its name) shall be authorized to recover its loss by raising a
detection bill as follows provided that the maximum period of charging in such cases
shall be restricted to twelve months for unregistered consumers and up to six months
for registered consumers:

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 a) Detection Bill for Unregistered Consumers

No of detection units = Load x Load Factor x 730 x Months

Where:

 Load means the connected load or running load in kW whichever is higher

 Months = Period for charging detection bill

 Load Factor as per Annexure-V

 730 = Average number of hours in a month

b) Detection Bill for Registered Consumers

The detection bill shall be issued as per the following methods in the order of
priority:

i. Previous consumption/Billing History

ii. On the basis of future undisputed consumption if no previous credible

consumption is available.

iii. No of detection units = Load x Load Factor x 730 x Months

Where:

 Load means the connected load or sanctioned load in kW whichever is

higher

 Months = Period for charging detection bill

 Load Factor as per Annexure-V

 730 = Average number of hours in a month

Provided that the units already charged in routine billing during

the detection bill period will be adjusted.

9.1.5 For evidence of theft, photos and/or videos shall be recorded for exhibition before the
competent forum.

9.2 ILLEGAL ABSTRACTION OF ELECTRICITY BY REGISTERED

CONSUMERS

9.2.1 Following indications shall lead to further investigations by DISCO (DISCO to insert
its name) for illegal abstraction of electricity:

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 a) Prize bond/postal order/meter security slip removed.

b) Bond/Terminal cover seal of the meter broken/bogus/tampered.

c) Terminal cover of the meter missing.

d) Holes made in the meter body.

e) MSB of the meter showing signs of tampering.

f) Meter hanging loose/tilted/physically unbalanced.

g) Meter glass broken.

h) Meter dead stop/burnt/display wash.

i) Meter sticking.

j) Meter digits upset.

k) Meter running reverse.

l) CT / PT damaged

m) EPROM damaged.

n) Neutral broken.

o) Glass smoky/unable to read

p) Polarity changed

q) Shunt in meter

r) Chemical in meter

s) Meter body repasted

t) AMR meter communication error

u) Any other means which can cause interference in true recording of MDI (kW)
and units (kWh) by the metering installation.

9.2.2 PROCEDURE FOR ESTABLISHING ILLEGAL ABSTRACTION:

Upon knowledge of any of the items in 9.2.1, the concerned office of DISCO (DISCO
to insert its name) will act as follows:

a) Secure metering installation without removing it in the presence of the

consumer or his representative.

b) Install check meter at the premises and declare it as a billing meter

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 c) DISCO (DISCO to insert its name) may take photos / record video as proof of
theft of electricity for production before the competent forum.

d) Once confirmed that illegal abstraction is being done, the consumer shall be
served with a notice by the SDO/AM(O) informing him/her of the allegations
and giving him/her seven days for furnishing a reply.

e) The consumer’s reply to the notice shall be examined by the XEN/DM(O). If

the reply is not satisfactory or if no reply is received or if the allegations as
leveled are admitted, the SDO/AM(O) with the approval of the
XEN/DM(O)will immediately serve a detection bill to the consumer for the
energy loss.

9.2.3 Issuance of Detection Bill

a) The detection bill along with a disconnection notice for payment within seven
days will be served by the SDO/AM(O) to the consumer.

b) The detection bill will be assessed on the basis of any of the following methods
in the order of priority:

i. Previous consumption/Billing History

ii. On the basis of future undisputed consumption if no previous credible

consumption is available.

iii. No of detection units = Load x Load Factor x 730 x Months

Where:

 Load is the connected load or sanctioned load in kW whichever is

higher

 Load Factor as per Annexure – V

 Months = period for charging detection bill

 730 = Average No of hours in a month

Provided that the units already charged in routine billing during the detection bill
period will be adjusted.

a) Maximum period for charging detection bills shall be:

i. Restricted to three billing cycles for general supply consumers i.e. A-1,
A-2 & general services consumers i.e. A-3 and extendable up to a
maximum of six months, subject to approval of the Chief Executive
Officer (CEO) of DISCO (DISCO to insert its name). The CEO may
delegate its powers and authorize a committee comprising at least three

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 officers of Chief Engineer / Director level to allow charging of
detection bill up to six months to these consumers on case-to-case
basis after proper scrutiny so that no injustice is done with the
consumer. In such cases action will also be initiated against the
concerned officer for not being vigilant enough.

ii. Restricted to maximum six billing cycles for other consumer

categories.

b) Upon payment of the detection bill, the tampered meter shall be replaced by
DISCO (DISCO to insert its name) immediately at the cost of consumer and no
further action will be taken against the consumer.

9.2.4 Review of detection bill

(a) If the consumer objects payment or disputes over the detection bill, the
appellant forum for revision of detection bill would be the review committee of
DISCO (DISCO to insert its name). The consumer shall be given personal
hearing by the review committee.

(b) After decision of the review committee if the consumer does not make
payment, within the stipulated period, the premises shall be disconnected as per
the procedure given in this manual.

(c) Information of such offense shall be provided to the police in writing, by

concerned officer (not below Grade 17) or by an officer of an equivalent grade
of DISCO (DISCO to insert its name) in accordance with relevant sections of
Pakistan Penal Code, 1860 (Act XLV of 1860) and the Code of Criminal
Procedure, 1898 (Act V of 1898)

9.2.5 Theft detection bills shall be issued separately, showing details i.e. reasons, No. of
units, amount, period of detection bill, and taxes. The DISCO shall separately
maintain record of a theft detection bills issued and payments made by the consumers.

(NEPRA Amendment # 28 November 21, 2023)

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10. CONSUMER COMPLAINTS

10.1 GENERAL

This chapter focuses on addressing consumer complaints regarding new connections, meter
readings, billing, power supply failures, and related services registered on DISCO or any
other online portal. DISCO handles these promptly. Additionally, consumers can lodge
complaints at Consumer Facilitation Centers or One Window Operations established in
DISCO offices. It also focuses on remote monitoring, predictive maintenance, automated
fault detection, digital asset management,

10.2 COMPLAINTS REGARDING NEW CONNECTIONS

The applicant has the option to register a complaint for a delayed new connection to the
DISCO online portal or mobile app and in person at the respective DISCO office regarding
issues such as non-availability of the Application Form, Power Supply Contract, and other
related materials, as well as delays in issuing Demand Notices, etc. These complaints will be
addressed promptly to ensure that connections are provided in accordance with the
procedures and schedules outlined in this manual.

10.3 COMPLAINTS REGARDING BILLING

10.3.1 Common billing complaints including but not limited to the following shall be
entertained for redressal /reply within the time as given below:

a) Errors in bills arising from wrong meter readings, wrong calculation of charges,
etc. (within 7 days from the receipt of complaint).

b) Tariff changes. (within 10 days from the receipt of complaint)

c) Replacement of defective meters as soon as possible but not later than 02

billing cycles

d) Wrong application of LPS, e.g. late receipt of bank scrolls or loss of a scroll
(within 3 days of receipt of complaint).

e) Adjustments arising on various matters including extension of due date and

waiver of LPS (within 3 days from the receipt of complaint).

f) If the bill is not delivered or delayed, consumers do not get a clear, severe (7)
days for payment. In such case, a duplicate bill shall be issued, and the grace
date for payment shall be extended without late payment surcharges by the
competent authority. However, the consumer also has the option to download
duplicate bills from the DISCO online portal or approach the nearest customer
facilitation center before the expiry of the due date normally given in previous
months.

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 g) Complaints regarding detection bills are required to be settled by
DISCO (DISCO to insert its name) within fifteen (15) days from the
date of receipt of complaint.

h) The 1st Bill for a new connection shall be issued within two months of
the date of connection alongwith appropriate slab. Such complaints
need to be redressed within fifteen (15) days. If issued later, it should
have an appropriate slab corresponding to the number of months for
which the accumulated reading bill is issued.

If paid amounts are included in the bills for the following month, SDO,
Revenue Officers (ROs), along with Bank Managers Incharge of the
Post Office or any other cash-collecting forum where the previous bills
were paid, have the authority to correct the bills promptly on the same
day upon presentation of the original previously paid bill. A detail of
such corrections, along with relevant records, shall be promptly sent
online or dispatched via courier, accompanied by an explanation for
the correction to the concerned Revenue Office of DISCO .

i) Incorrect Tariff: The complaints about the application of the wrong

tariff shall be resolved within 10 days from the date of receipt of the
complaint.

10.3.2 All the above complaints regarding billing shall be registered in the Sub Divisional
Office or Consumer Service Center or One-Window Operation in DISCO (DISCO to
insert its name) offices wherein dates for their rectification shall be given to the
complainants as per procedure and time frame for handling and redressal of
complaints. All these complaints shall also be monitored by DISCO (DISCO to insert
its name) Complaint Cells.

10.3.3 To clarify bill correction procedures and responsibilities, outlining the respective
authorities for consumers and staff.

Power for Correction of Bills Position

Wrong reading/arithmetical and computer mistakes of domestic and

SDO/RO
commercial consumers/ wrong application of LPS

Wrong reading/ wrong application of Tariff/ minimum/fixed charges

of General Service/ B1 consumer, Net Metering /Agricultural XEN/DMO
Supply/ streetlight, H

Wrong reading of all industrial tariff/ application of Tariff of B2/ SE/ Manager
minimum/fixed charges of B2 Consumers and bulk supply (tariff C) Operation/ Manager

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 Commercial

Wrong application of Tariff/ minimum/fixed charges of B3.B4

CSD /CEO
Consumers

10.4 COMPLAINTS REGARDING FAILURE OF ELECTRIC SUPPLY

10.4.1 Common complaints regarding failure of electric supply are mentioned as below:

a) Individual complaints of consumers regarding failure/fluctuation of supply

voltage other complaints of technical nature which can be rectified locally.

b) Collective complaints due to fault on 11 kV feeder.

c) Collective complaints due to fuse blown up on 11 kV side of distribution

transformer.

d) Collective complaints due to damage of distribution transformer.

e) Frequent Tripping of 11 kV feeders.

f) Touching of branches of trees with the HT/LT lines.

g) Defect in HT/LT jumpers, insulator, etc.

h) Entangling of string used for kite flying with HT/LT lines.

i) Leakage of current in poles/structures/other equipment installed on the system.

j) Low voltage at consumer’s premises.

k) Fluctuations in the system due to deposit on joints of copper/aluminum

conductor.

l) Substandard quality of supply/maintenance.

m) Any other technical complaint.

10.4.2 The complaints shall normally be attended in the following order of priority:

a) Leakage of current immediately on receipt of such complaint.

b) Collective complaints of consumers.

c) Individual complaints of consumers

d) In case of damage of transformer, the supply shall be restored through trolley

mounted transformer/alternate transformer till replacement of damaged
transformer. Efforts will also be made to restore supply of affected consumers
from alternate sources.

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 e) In areas where DISCO’s transformer repair workshops are not available or
there is no capacity of repair of damaged transformers on urgent basis, DISCO
may approve private vendors for repair of transformers

f) Trimming of branches of trees touching the electric lines as well as other

preventive maintenance work shall be carried out in order to avoid
unnecessary tripping/damage to electric installations as per well-advertised
program.

g) The complaints regarding low voltage at consumer’s premises shall be

investigated by Sub Divisional Officer/AM(O) and remedial measures be
taken so as to improve the voltage thereby reducing the chances of damage to
electric gadgets of the consumers.

h) The complaints regarding sub-standard quality of supply shall also be

investigated by the Sub-Divisional Officer/AM(O) and remedial measures be
adopted so as to improve the same.

10.4.3 At the end of each shift in the complaint office/call center, an abstract shall be
prepared as follows:

a) Number of complaints received

b) Number of complaints attended

c) Number of complaints lying un-attended with Sr. Nos. and reasons.

Note: The pending complaints will be categorized into minor and major categories
based on their nature. The minor technical complaint was resolved, and the electric
supply was restored, but major complaints involved technical or administrative
interventions by the SDO and senior officers to take remedial action.

10.4.4 DISCO (DISCO to insert its name) shall have independent Complaint Offices to
attend such complaints. These complaint offices shall work on 24-hours basis even
during holidays. The working of these complaint offices is to be supervised by higher
officers as well as DISCO’s (DISCO to insert its name) Complaint Cells.

10.4.5 Special arrangements be made for handling complaints of ladies, senior citizens and
handicapped consumers.

10.5 NEPRA ASAAN APPROACH

'NEPRA Asaan Approach' enables users to register complaints related to electricity

issues such as power outages, electrical fires, line faults, transformer damage, leakage
of current, fluctuation, meter sparking, net-metering, billing discrepancies etc.
Through its user-friendly interface, the 'NEPRA Asaan Approach' app simplifies the
process of submitting complaints and allows users to track the real-time progress of

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 their issues, enhancing the efficiency and ease of complaint filing. The complaints
shall be addressed in terms of following timelines:

Complaint Categories TAC SDO XEN SE

Power Outage 3 hrs 15 min 6 hrs 18 hrs 96 hrs
Electric Fire 1 hr 1 hrs 1 hrs 24 hrs
Fluctuation 3 hrs 15 min 6 hrs 18 hrs 96 hrs
Line Fault 4 hrs 5 hrs 18 hrs 96 hrs
Low/ High Voltage - Short Term 6 hrs 18 hrs 12 hrs 72 hrs
Phase Issue 3 hrs 15 min 6 hrs 9 hrs 72 hrs
Damaged Transformer 8 hrs 8 hrs 20 hrs 72 hrs
Breakage of conductor 1 hrs 1 hrs 1 hrs 24 hrs
Meter Sparking 3 hrs 15 min 6 hrs 18 hrs 96 hrs
Tripping (Due to Transformer) 6 hrs 18 hrs 18 hrs 120 hrs
Installed Transformer/Meter/Wire Theft 6 hrs 24 hrs 144 hrs 168 hrs
Electrical Safety 6 hrs 48 hrs 168 hrs 168 hrs
Transformer Oil Leakage 8 hrs 6 hrs 18 hrs 48 hrs
Loose wire - Sparking 3 hrs 15 min 6 hrs 18 hrs 48 hrs
Leakage of current 1hr 6hrs 18hrs 48hrs
Transformer Burst 3 hrs 6hrs 18hrs 48hrs
Fatal Accident 24hrs 30hrs 36hrs 48hrs
Non-fatal Accident 24hrs 30hrs 36hrs 48hrs

10.6 CONSUMER SERVICES

DISCO (DISCO to insert its name) shall develop online complaint management system for
online filing of complaints by the consumers. Moreover, DISCO (DISCO to insert its name)
shall place the following on its website for information of general public:

a) Consumer Service Manual;

b) Performance Standards (Distribution) Rules, 2005;

c) National Electric Power Regulatory Authority Consumer Eligibility Criteria

(Distribution Licensees) Regulations, 2022

d) National Electric Power Regulatory Authority Consumer Eligibility Criteria

(Electric Power Suppliers) Regulations, 2022

e) Tariff terms and conditions

The DISCO shall create a dashboard for top management to track the progress and resolution
of complaints. Additionally, an online complaint management system shall be devised to
categorize complaints by nature and reference to the complainant, preventing duplicate
submissions across different platforms. Consumers lodging complaints online can be directed
to access the main/primary operating portal for follow-up purposes.

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The DISCO must ensure that its distribution system undergoes comprehensive GIS mapping
while also implementing an Assets Performance Management System (APMS) on distributor
transformers to gauge their efficiency and effectiveness.

Both technologies play a pivotal role in power distribution companies for controlling and
managing power interruptions and handling complaints effectively. By integrating GIS into
their systems, companies can accurately map their distribution networks, including power
lines, substations, and transformers. This detailed spatial information enables quick
identification of outage locations and facilitates prompt response to restore power.
Additionally, GIS assists in analyzing historical outage data, identifying trends, and
prioritizing maintenance efforts to prevent future interruptions. Moreover, GIS enhances
complaint handling by providing visual representations of service areas, enabling customer
service representatives to address issues promptly and efficiently. Overall, GIS empowers
power distribution companies to improve reliability, consumer satisfaction, and operational
efficiency in managing power interruptions and complaints.

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11. DISTRIBUTION AND CONSUMER SUB STATION

11.1 GENERAL

This chapter elaborates on distribution and consumer substations, highlighting the Grid and
Distribution mode, Consumer Eligibility Criteria, consumer-owned Grid Station, metering
installation requirements, energy usage insights, demand response systems, and safety
measures.

11.2 DISTRIBUTION SUB STATION

A Distribution Sub Station, is furnished, installed, owned, and maintained by DISCO

(DISCO to insert its name) for general purpose. In case of any damage/theft of the
distribution sub-station the responsibility for installation of another sub-station shall rest with
the DISCO.

DISCO must ensure the installation of APMS at distribution transformers to effectively

monitor and manage the distribution system. This implementation allows for real-time
tracking of transformer performance, facilitating proactive maintenance and optimization of
distribution operations.

11.3 CONSUMER SUB STATION

11.3.1 A Consumer Sub Station, is furnished, installed, owned, and maintained by the
consumer.

11.3.2 The responsibility for the provision of space, installation and maintenance of step-
down transformer and all allied equipment in a consumer substation shall be that of
the consumer. The layout of the substation, the equipment installed must meet the
specifications, design and standards as approved by DISCO (DISCO to insert its
name). The equipment may be supplied by DISCO (DISCO to insert its name) on
payment. However, for such facilities, the responsibility of DISCO (DISCO to insert
its name) shall only be up to the metering point (Interconnection point). For such
installations, the consumer shall provide land/space for the lines which will extend to
and from the substation and obtain consents, way-leaves and authorizations pertaining
to the right of way.

11.3.3 If any consumer having consumer owned substation requests DISCO for shutdown;
due to reasons including maintenance of machinery etc., the DISCO shall shut down
the transformer/ sub-station, without any charges. However, the consumer is required
to submit a written request three days prior to the scheduled shut down.

11.3.4 Consumer Sub Station is meant for one consumer. In case of more than one
connection on the same substation /transformer with different ownerships such as
commercial plazas/apartments/shops/residences, where bills are issued separately, the

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 responsibility of maintenance, repair and replacement of the said system or up
gradation/reinforcement thereof shall rest with the DISCO (DISCO to insert its name).

11.3.5 Responsibility for the Maintenance of Dedicated Distribution System:

i. Responsibilities regarding the maintenance of the line and DDS by the

Consumer/DISCO are outlined as follows:

ii. Consumers must ensure the conductor's capacity to bear power demand and
establish a maintenance schedule for 11 KV/66 KV lines every six (6) months
or as needed, in coordination with the DISCO office.

iii. DISCO will conduct an annual technical analysis of the dedicated feeder as
necessary to maintain voltage within acceptable parameters.

iv. Consumers will be accountable for the technical line losses of their dedicated
feeder, ensuring it remains within the permissible limit of 3% between units
received at grids, and billed as per meter installed at the premises. However,
retrospective charges on this account should not exceed two (2) months after
issuance of clear (7) days.

v. In the event outlined in clause 11.3.5 (iii), DISCO must promptly investigate
the cause of the technical loss, and consumers shall receive notice of seven (7)
days to take immediate action.

Note: The threshold of 3% is based on the guidelines outlined in Paragraph 6

of the Power Distribution Planning Guide, which is designed for the proposal
generation of the High Tension (HT) network.

11.4 CONSUMER OWNED GRID STATION

Consumers receiving supply at 66 kV and above shall at their own sole risk and expense,
furnish, install and maintain in good and safe condition all electrical wires, lines, machinery
and apparatus of any kind or character which may be required for:

11.4.1 Receiving electrical energy from DISCO (DISCO to insert its name) /NTDC system;
and utilizing such energy, by installing step down transformer and all other allied
accessories and equipment including protection devices at the consumer premises.

11.4.2 The consumer will be responsible for the payment of construction charges and all
costs associated with line extensions payable as per provision laid down in the
NEPRA Consumer Eligibility Criteria (Distribution Licensees) Regulations, 2022.

11.4.3 The design of the Grid station shall conform to Grid Code, Distribution Code and
Safety Code.

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11.5 METERING INSTALLATION REQUIREMENTS

11.5.1 Metering installation shall comply with Pakistan Standard Institute (PSI) or
International Electric Technical Commission (IEC) standard or Standards
developed/adopted by DISCO (DISCO to insert its name)/NTDC.

11.5.2 DISCO(DISCO to insert its name) /NTDC shall determine the location and method
of installation for all metering equipment as provided in the Distribution Code, Grid
Code and related manuals.

11.5.3 Whenever any electrical wiring is modified, new metering equipment complying with
these service requirements shall be used, except when in the opinion of DISCO
(DISCO to insert its name) /NTDC the existing metering equipment is satisfactory
and adequate to register all energy to be supplied.

11.5.4 Line side (unmetered) conductors and load side (metered) conductors shall be
prohibited from occupying the same enclosure.

11.6 GROUNDING SYSTEM

As defined in Distribution Code, Grid Code and as per the standard utility practice, proper
neutral and protective earthing/ grounding system shall be installed by the consumer in the
consumer owned grid station and checked by authorized experts of DISCO (DISCO to insert
its name)/ NTDC.

11.7 SAFETY

All safety equipment including fire extinguishers and other relevant equipment shall be made
available at the Grid Station.

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12. SAFETY AND SECURITY

12.1 GENERAL

In order to prevent accidents which may result in injury or death, or damage to public or
DISCO (DISCO to insert its name)/NTDC property, the consumers shall abide by the general
safety requirements of the “Safety Code”.

DISCO (DISCO to insert its name) /NTDC shall take all the safety and security measures to
avoid fatal/non-fatal accidents. The consumers shall be educated through all possible means
to observe safety measures in order to avoid any casualty especially during the monsoon
season.

12.2 OBLIGATIONS OF DISCO/NTDC

DISCO (DISCO to insert its name) /NTDC shall monitor and implement the safety and
security plan for consumers. The safety and security objectives can be achieved by adopting
good engineering practice, including measures as described below:

12.2.1 Operation and maintenance of DISCO’s (DISCO to insert its name) /NTDC
distribution system /Network shall be carried out only by the DISCO’s (DISCO to
insert its name) /NTDC authorized and trained personnel.

12.2.2 DISCO’s (DISCO to insert its name) / NTDC system equipment, including overhead
lines, poles/structures/towers underground cables, transformers, panels, cutouts,
meters, service drops, etc. shall be installed and maintained in accordance with Grid
Code, Distribution Code and other relevant documents.

12.2.3 To ensure proper operation of DISCO’s (DISCO to insert its name) /NTDC network
as per design under abnormal conditions (short-circuits, overloading, lines fall on
rocks or any dry surface, etc.) appropriate digital protection relays such as distance
relay, overcurrent relay, over voltage relay, earth fault relay, and automatic self-
closing relay including grounding of circuits, apparatus and infrastructures shall be
installed and properly maintained and coordinated to ensure isolation of faulty circuits
immediately. Ensure protective relays have no defects, verify trip settings and
configurations, and confirm that they are not bypassed, isolated, or deactivated.

12.2.4 The steel structure installed on the public places shall be earthed at ONE point
through steel/copper conductor, in accordance with the DISCO’s (DISCO to insert its
name) /NTDC laid down procedures.

12.2.5 The fixed earthing systems installed at equipment, exposed steel structure/ pole along
with stay wire/brace shall be dimensioned and regularly tested to ensure protection
from shock hazards. Fixed earthing resistance shall be as per design or manufacturer’s
instruction. In the absence of grounding instruction, the earthing resistance for HT/LT
structures/ poles shall be not more than 5 Ohms and Distribution transformer shall be

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 not more than 2.5 Ohms to determine the integrity of the grounding path to ensure
protection from shock hazards. The earthing resistance for Grid Station/ Substation/
switchyard equipment shall be not more than 2 Ohms.

12.2.6 Verify integrity of fixed earthing by continuity test and resistance measurement. In
general, this cycle can range from 6 months to 3 years, depending on conditions and
criticality. Wet locations testing should be 12 months and critical care shall be 6
months. Provide name plate/ tag to all structures/ poles/ equipment’s with numbers for
tracking of earthing/ grounding testing record, etc. Original record of testing with
structures/ poles/ equipment’s numbers shall be retained and preserved by licensee for
three (03) years.

12.2.7 DISCO (DISCO to insert its name) will issue a notice to the Consumer(s)/Person(s),
in case of illegal construction, extension of building under or near the distribution/
transmission lines for violation of safety standards.

12.3 OBLIGATIONS OF THE BULK POWER CONSUMERS (BPCS)

12.3.1 Distribution companies shall include BPCs safety instructions in the connection
agreement and communicate safety instructions to BPCs through written letters,
training sessions, workshops, and online resources.

12.3.2 BPCs shall follow all applicable rules and regulations already issued or to be issued
in the future by the distribution company, NEPRA, or the relevant authorities.

12.3.3 Any BPC committing a breach of the procedures/rules outlined above shall render
himself/herself liable for disconnection of his/her electric power and legal action.

12.3.4 Distribution Company shall develop a communication plan/protocol with the Bulk
Power Consumer (BPC). This plan/protocol should have a designated and
authorized focal person from each side to ensure effective coordination.

12.3.5 BPC’s electrical installation shall confirm the design criteria of DISCO/NTDC and
approved by the Licensee, as per the terms and conditions of the Consumer
Eligibility Criteria, Performance Standards (Distribution) Rules, Distribution Code,
Safety Code and Grid Code.

12.3.6 BPCs shall employ qualified and trained personnel to handle electrical equipment,
installations, and maintenance.

12.3.7 All operation and maintenance activities shall be performed safely and in
compliance with the BPC Procedure or SOP. Job supervisor shall conduct a job
briefing before beginning tasks.

12.3.8 Job supervisor shall confirm that the staff do not start work until electrical isolation
is verified, LOTO is applied, permit to work is issued, and temporary earthing is

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 installed along with the use of voltage detector, electrical gloves & sleeves, and full
body safety harness (PVC coated) with positioning belt while working at height.

12.3.9 BPC shall arrange annual inspection and testing of electrical equipment,
transformers, switchgear, distribution panels, and protective devices, including
circuit breakers and protection relays. Ensure there are no defects, verify trip
settings and configurations, and confirm that they are not bypassed, isolated, or
deactivated.

12.3.10 BPCs shall ensure that all electrical equipment and systems are adequately grounded
to prevent electrical faults and minimize the risk of electric shock and fire.

12.3.11 BPCs shall manage their electrical load efficiently and avoid overloading circuits,
which can lead to overheating and potential fire/explosion.

12.3.12 BPCs shall have clear emergency procedures in place for dealing with electrical
incidents, including power outages, fires, and electrical faults.

12.3.13 BPCs shall promptly report any electrical incidents, faults, or hazardous conditions
to the Distribution Company and relevant authorities.

12.3.14 BPCs shall maintain records of safety training, incidents, and safety compliance at
BPC facilities at least for three (03) years, if not defined.

12.4 OBLIGATIONS OF THE CONSUMER

The consumer is responsible to monitor and implement safety and security standards within
his/her own premises. The safety and security objectives can be achieved by adopting good
engineering practice, including the following measures:

12.4.1 No matter how small, electrical installations, including earthing system, must be
installed by competent Electrical Engineers and/or authorized wiring contractors,
which must be inspected and certified by an Electric Inspector.

12.4.2 Wiring materials and electrical equipment installed must conform to the approved
relevant standards and be of a good quality.

12.4.3 For the protection of the consumer, it is necessary that electrical installation at the
consumer’s premises conform to the rules established by DISCO (DISCO to insert
its name) /NTDC and approved by the Authority as per the terms and conditions of
the Consumer Eligibility Criteria 2003, Performance Standards (Distribution) Rules,
2005, Distribution Code, Safety Code and Grid Code.

12.4.4 No additions, alterations, repairs and adjustments to existing installations, (except

such replacement of lamps, fans, fuses, switches, low voltage domestic appliance
and fittings as in no way alter the capacity and the character of the installation),
shall be carried out within a consumer’s premises, except by an authorized wiring
contractor.

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12.4.5 Provide and maintain fire protection equipment and first aid kit at homes, offices,
educational institutions, and both commercial and industrial sites.

12.4.6 Install overcurrent protective devices, fuses, or circuit breakers of the correct rating
in electrical systems for homes, offices, educational institutions, and both
commercial and industrial sites. This will minimize the potential for electric shocks,
fires, or equipment damage resulting from faults or short-circuit currents.
Additionally, install a permanent earthing system within homes, offices, educational
institutions, and both commercial and industrial sites to prevent electrical accidents.
It ensures that any fault current when developed will directly flow to the ground,
reducing the risk of electric shock, fire or equipment damage. The earthing system
offer protection during overcurrent protective devices, fuses, or circuit breakers
failure. Both systems should be designed to work together to protect human lives,
equipment, and property. Upon installation of these protective mechanisms,
consumers shall arrange annual tests and maintenance by a qualified electrician for
these protective mechanisms including faulty wires, fittings, holders, switches,
sockets, plugs, lamps, fans, heaters, geysers and others appliances.

12.4.7 Use three-pin plug instead of a two-pin plug for appliances and equipment’s within
homes, offices, educational institutions, and both commercial and industrial sites.
Three-pin plug is primarily for safety reasons. Each of the three pins in the plug
serves a distinct purpose:

 Live (or Hot) Pin: This pin provides the current to the appliance.

 Neutral Pin: This pin acts as the return path for the current.

 Earth (or Ground) Pin: This is a safety feature that provides a path for fault
currents to flow to the ground, reducing the risk of fire or electric shock to the
person while touches the live conductor or faulty appliances.

12.4.8 Keep a distance of 3 meters (10 feet) from the electric pole during rain.

12.4.9 Keep children away from electric poles and wires, especially in rainy weather.

12.4.10 Install electrical switches, sockets, plugs, holders, wires and extension cords at a
suitable height, out of the reach of small children, fire and water.

12.4.11 During rainy season, avoid ringing the doorbell.

12.4.12 Never touch electrical appliances with wet hands or bare feet, it can be fatal.

12.4.13 If the electrical switch board or appliances are wet or submerged in water, do not
use them. Call a qualified electrician to check the appliance before use.

12.4.14 Don’t use metal wire or poles to dry clothes.

12.4.15 Use PVC conduit for exposed electrical wires.

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12.4.16 Replace broken and defective electrical wiring, switches, sockets, plugs, holders and
wires immediately otherwise they may cause accidents.

12.4.17 Don't insert bare wires directly into an electrical socket. Use a plug to be safe.

12.4.18 Don’t overload electrical switch, socket, plug and extension cords as it may lead to
overheating and fire.

12.4.19 If there is no electricity or electrical appliances are not in use, turn them off and
unplug them.

12.4.20 Don’t install direct hooking (kunda connection), there is a risk of electric shock and
fire.

12.4.21 Don't construct or extend the building under or near power lines. Maintain
minimum clearances for overhead bare conductors from the vertical clearance above
rooftops or horizontal clearance from the house, building or structure side, shall be,

No. Voltage AC Vertical Horizontal

1. 400 Volts and below 8 feet (2.4 meters) 4 feet (1.2 meters)

2. 11 KV 12 feet (3.7 meters) 6 feet (1.8 meters)

3. 33 KV 12 feet (3.7 meters) 6 feet (1.8 meters)

4. 66 KV 20 feet (6.1 meters) 15 feet (4.6 meters)

5. 132 KV 20 feet (6.1 meters) 20 feet (6.1 meters)

6. 220 KV 21 feet (6.4 meters) 21 feet (6.4 meters)

7. 500 KV 25 feet (7.6 meters) 25 feet (7.6 meters)

Note-1: Roofs, especially those accessible for use as terraces or recreational areas,
might require higher vertical clearances than sloped roofs. Roofs with installations
such as solar panels, water tanks, or air-conditioning units might require more
clearance for safety.

Note-2: Extra horizontal clearance is needed near windows, terraces, balconies or any
extensions to prevent easy access to conductors.

12.4.22 Don't fly kites near power lines as the kite metallic or wet strings can cause an
electric shock.

12.4.23 Don’t tie your livestock or pets to electric poles or wires.

12.4.24 Avoid planting vegetation or trees under or near to electrical installations and power
lines.

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12.4.25 Don’t dig boreholes for underground water near power lines.

12.4.26 Don’t drive or park overloaded vehicles beneath power lines.

12.4.27 Don't approach or cross power lines or poles if they fall, notify the power company
immediately.

12.4.28 If power lines are broken and fell into the water, don’t touch conductor or step into
the water, assume that there is current in it.

12.4.29 Don't touch or remove anything that comes in contact with a power line, notify the
power company immediately.

12.4.30 If a person is electrocuted, disconnect the power by turning off the switch.

12.4.31 Do not touch the electrocuted victim directly. Disconnect the power or remove the
electrical wires with non-conductive materials like a dry broom, plastic, rope or
wooden stick.

12.4.32 If the victim's clothing has caught fire, extinguish it with a cloth or towel or fire
blanket.

12.4.33 If a wound is bleeding, apply a clean bandage to stop the bleeding. The patient often
dies from excessive bleeding.

12.4.34 Don’t bury or cover the electrocuted victim in mud or sand, take the victim to the
hospital immediately.

12.4.35 Don’t try to feed the victim. The patient's condition may deteriorate if the airway is
obstructed.

12.4.36 If the victim stops breathing or has no pulse, take him to the hospital with
continuous CPR and artificial respiration.

12.4.37 Any consumer committing a breach of procedures/rules outlined above shall render
himself/herself liable for disconnection of his/her electric power and legal action.

12.4.38 If any existing consumer has to carry out re-wiring (due to any reason but not
limited to catching fire/short circuiting), he/she is required to provide a wiring test
report to DISCO (DISCO to insert its name) afresh issued by the Electric Inspector
or his authorized wiring contactor.

12.4.39 In the event of a fatality, injury, or loss of property or animals due to the negligence
or fault of an electricity company, you may seek compensation through legal means.
Here are the guidelines to follow:

a) In case of fatality or injury, seek immediate medical attention. Obtain medical

report, death certificate or postmortems report that clearly state the cause of
the injury or death.

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 b) Report the incident to the nearest police station and Electricity Company as
soon as possible. Ensure that it is documented and that you have a
receiving/record of your complaint number.

c) Collect evidence related to the incident, which may include taking

photographs/video of the scene, any damaged equipment, medical reports, and
details from eyewitnesses.

d) If it is confirmed that the injuries or fatality resulted from the electricity

company's actions or negligence, file a formal complaint with the National
Electric Power Regulatory Authority (NEPRA) at its Regional Offices or Main
Office in Islamabad.

e) If the aggrieved party, next of kin, or bereaved family are dissatisfied with the
compensation offered by the electricity company or have not received
compensation, they retain the right to pursue further claims in the civil court
for the fatality, injury, or loss of property or animals.

f) File a lawsuit against the electricity company to get compensation. Such

claims for fatality or injury can consider factors including the deceased's age,
average life expectancy, medical expenses, current salary, lost wages,
potential salary growth, pension arrangements, loss of educational
opportunities for the deceased's children, and the potential impact on those
children's future marital prospects. In case involving the loss of property or
animals, the valuation of animal may be based on breed, age, health,
productivity (like milk yield in the case of dairy animals), and market demand.
The valuation of property may involve an assessment by a recognized property
valuer. They will consider the market value of the property, its age,
depreciation, potential future value, and any other relevant factors.

g) If a judgment is awarded in your favor, you may need to take legal steps to
enforce the judgment and ensure that you receive the compensation as ordered
by the court.

12.5 SOME USEFUL SAFETY TIPS

Electricity, while being a very useful and convenient form of energy, has a number of
hazards, and consumers would be wise to treat electrical installation with respect.

The following tips shall be kept in mind:

12.5.1 Hazardous conditions on utility systems shall be monitored and immediately

reported to DISCO (DISCO to insert its name):

a) Damaged or faulty insulators.

b) Damaged cross arms

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 c) Broken strands or wires on overhead conductors, or fallen wires.

d) Uneven sagging of lines/Insufficient ground clearances of lines.

e) Leaning or damage to poles/structures /towers.

f) Branches of trees interfering with overhead conductors.

g) Loose stay- wires.

h) Construction of new roads, buildings, or other structures near/under the line.

i) Damaged or faulty transformer structures, including oil leakages

j) Leakage of currents in poles and other structures /towers.

k) Unsafe working practices by employees

12.5.2 RCDs (Residual Current Devices), also called Earth-Leakage Circuit Breakers
(ELCBs), Ground-Fault Circuit Interrupters (GFCIs) are extremely sensitive circuit
breakers that can prevent fires and shocks in electrical installations. Obtain
specialist advice on their installation at appropriate locations in your electrical
systems.

12.5.3 Electricity is more dangerous in the presence of water. During rains, near swimming
pools, tanks or other water bodies, in laboratories, on construction sites, for
temporary functions/weddings, etc., special care must be taken to use proper wiring
and protective equipment, especially RCDs. Such installations need to be inspected
on a regular basis

12.5.4 Use proper circuit-breakers in preference to re-wire able fuse cut-outs.

12.5.5 Connection may not be granted where safety hazards are observed and clearance
(horizontal/vertical) of electricity supply lines is low, to discourage people from
construction of houses under the lines to avoid accidents.

12.5.6 Animals must not be tied with poles/structures/towers/stay wires in order to avoid
accidents/electrocutions.

12.5.7 In case of non-compliance of safety standards or already issued notices (by DISCO
(DISCO to insert its name) to the consumer, local building department/concerned
civic authority is responsible to demolish the illegal constructed / extended building
near or under the transmission / distribution lines after receiving information from
concerned DISCO (DISCO to insert its name).

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13. EFFICIENT USE AND CONSERVATION OF ELECTRIC
POWER

13.1 GENERAL

DISCO (DISCO to insert its name) shall take steps towards improving the quality and
reliability of electric service to maximize the value of the energy that is used and to increase
the sale of power.

Electricity adds to the quality of life; hence it makes good sense to use it wisely. Consumers
are advised to be “Energy Smart”.

13.2 ENERGY EFFICIENCY AND ENERGY SAVINGS

The use of present-day technology boosts the efficiency of energy systems – such as the
super-efficient compact fluorescent lamps (CFL), Light Emitting Diodes (LEDs) bulbs, etc.
These bulbs yield pleasing light as a conventional incandescent lamp while consuming less
electricity.

There are many other proven ways to maintain and operate energy systems to save energy
costs all the time, many of which are at low or no cost.

13.2.1 Many of the quickest and easiest ways to save energy also cost little or nothing. In
fact, a lot of energy savings can be achieved by doing the following:

a) Turn off lights when not needed.

b) Remove unneeded light bulbs.

c) When replacing bulbs, use lower wattage or more efficient ones.

d) Reduce air conditioning thermostat setting.

e) Reduce air conditioning during unoccupied hours.

f) Reduce air conditioning before the end of operating hours.

g) Have the ventilating and air conditioning systems serviced and adjusted.

h) Turn off machines and equipment when not needed.

i) Make sure all automatic controls are in good working condition

j) Ensure all motive machinery is properly lubricated and maintained.

k) Perform laundry and iron clothes during the off-peak hours indicated on the
electricity bill."

13.2.2 The following steps may be read carefully:

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 a) Find out last year’s energy use and cost. Twenty to thirty percent savings
may be possible with little effort.

b) Do an energy “audit”. Take a good look at how and where you use – and
waste – energy.

c) Get some expert help for the audit if needed.

d) Ask friends for their ideas and listen to their concerns about health and
comfort. They should be fully involved in energy management efforts.

e) Decide the top priority things to do. Include them in the Energy Action
Plan.

f) Do them – with outside help if needed. The sooner a start is made, the better
savings are made.

g) Keep a record of savings. See if what has been done is working and how
much being saved.

13.3 LIGHTING

13.3.1 Lighting energy can be wasted in several ways, such as:

a) Inefficient light sources – when the lamp or fixture is inefficient in

converting electricity to light, using more watts (units of electric power) than
necessary to produce the lumens (units of light output);

b) Illumination losses – when dirt or some other obstruction blocks some of the
light; or when the light source is too far away from what you want illuminated;

c) Over lighting – when more light is used than is needed; when a “free” source
such as day light is not used; and when lights are on, for no reason (e.g., when
no one is present).

13.3.2 Three major ways to save wasting energy are as follows:

a) Turning lights off when they are not needed;

b) Reducing light levels wherever you have more light than you need;

c) Installing more efficient lighting or controls.

d) Utilize natural daylight.

13.4 INFORMATION ABOUT BENEFITS OF SAVING ELECTRIC POWER

DISCO (DISCO to insert its name) shall provide sufficient information to the consumers to
make them aware of the benefits of efficient use and saving of electric power which in turn

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would result in savings to the utility. DISCO (DISCO to insert its name) shall publish
pamphlets or make advertisements or issue handbills from time to time for the education of
consumers with regard to efficient use and saving of electric power. DISCO (DISCO to insert
its name) shall inform consumers about energy efficiency opportunities by way of
“information inserts” included in monthly bills.

13.5 MONITORING USE OF ENERGY

The consumer shall be educated and encouraged to prepare the figures of monthly electricity
bills for the last calendar year and this year by collecting from the monthly bills and
recording in the table given below. Comparison of these figures on monthly basis shall give
the “baseline” for making efforts for potential savings. In this way, keeping in view all the
suggestions for saving and keeping a strict watch on the energy consumption, some fruitful
results are achievable and it will be observed that energy management efforts actually do pay
off.

TABLE FOR CONSUMPTION OF ELECTRICITY

Electricity use (kwh) Electricity cost

Month %
Last year This year Last year This year % difference
difference
January
February
March
April
May
June
July
August
September
October
November
December
Total

13.6 GENERAL TIPS-INDUSTRIAL OPERATIONS

13.6.1 Saving energy is a smart business practice. While many companies view energy as
a fixed overhead expense, conserving energy is among the simplest methods to
lower variable costs, including operating and overhead expenses

13.6.2 Save money: Simply by switching machines off after use, or turning the
cooling/heating down as per weather requirement, real savings can be made in the
energy bill.

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13.6.3 Offer better value to your customers cutting overheads means production costs
will go down, making your products and services more competitive

13.6.4 Here are some tips specifically for manufacturing/ or industrial processes, to help
save energy in key areas:

a) Motors

i. Keep your motors maintained / extend your motors operating life.

If a motor is not working at its maximum efficiency, it can add to the

energy costs. Ensure that the motors are always well maintained and
voltage is balanced on all phases.

ii. Use high efficiency motors

Higher Efficiency Motors save energy.

iii. Don’t keep motors running on no-load

Always check that motors are switched off when not in use, as even a
motor at no-load uses a large amount of energy.

b) Compressed air

i. Find and fix leaks

Most businesses using compressed air can save up to 30% simply by fixing
any leaks.

ii. Try to lower the operating pressure

Reducing the operating pressure will save energy.

iii. Ensure there is a good supply of cool air around the compressor

This will ensure it doesn’t get overheated and use more energy than
necessary.

c) Refrigeration

i. Keep freezer doors closed

Ensure freezer doors do not stay open un-necessarily.

ii. Ensure your system is at the right temperature

Even a slight difference in temperature-setting can create a substantial

difference in your bill.

iii. Don’t let the condensers get overheated

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 Make sure refrigerators are located in a place with sufficient airflow.

iv. Improve Heating operation Systems

By checking burner air to fuel ratios and the heat transfer surfaces.

v. Improve Pumping Operation Systems

By matching the pumps to system requirements

13.7 SUGGESTIONS AND RECOMMENDATIONS

13.7.1 Form an Energy Team - Energy teams in manufacturing facilities track and report
energy use, identify energy-saving opportunities, develop an energy plan, and
implement cost-saving measures. Energy teams typically include members from
plant and process engineering, maintenance engineering, procurement, and
production. Any energy team will enjoy greater success with support and
involvement from senior managers, who can remove barriers and commit resources
to projects.

13.7.2 Objective of Energy Team - Performing a formal energy assessment is one of the
best ways that your team can develop a cost-effective plan to lower plant energy
costs.

The energy assessment team (which sometimes includes outside experts in energy
management and troubleshooting) works both during and after the assessment
process to:

a) Evaluate all of the industrial systems to calculate how and where your plant
uses energy,

b) Help find opportunities to increase efficiency,

c) Determine potential upgrades and emerging technologies that might work for
your plant, and

d) Implement cost-saving measures.

e) Employee Involvement

13.7.3 Emphasis will be given on the employees’ involvement by educating and

encouraging them to follow the tips like:

a) Turn off lights, when leaving work areas,

b) Report leaking faucets, lavatory fixtures, piping etc.

c) Keep windows and outside doors closed, if air conditioners are in use.

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 d) Leave thermostats at a constant setting to avoid forcing the system OFF and
ON.

e) Turn off all tools and portable appliances when not in use,

f) Assign responsibility for turning off designated items to specific employees.

13.7.4 Recommendations

a) Install power factor correction equipment

b) Turn OFF equipment when not in use

c) Begin a practice of monitoring electric demand

d) Repair compressed air leaks

e) Redirect air compressor intake to use outside air

f) Lower air pressure in compressors

g) Repair steam valve leakages

h) Install water cooled chillers instead of replacing air cooled chillers

i) Install Speed controllers on twisting machines

j) Replace standard Fluorescent lighting with energy efficient tubes/lamps

k) Reduce luminance to minimum required levels via delamping

l) Install timers on lighting systems, where necessary

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14. RIGHTS AND OBLIGATIONS VIS-À-VIS CONSUMER
AND DISCO
(DISCO to insert its name)

This chapter emphasizes DISCO's efforts to enhance the quality and reliability of electrical
services for improved consumer satisfaction and quality of life. It includes digital consumer
education, online access to consumer information, dispute resolution for DISCO property
damage, and consumer provision of right of way. By embracing digitalization, DISCO aims
to empower consumers, ensure transparency, and enhance overall satisfaction with electricity
supply services.

14.1 ACCESS TO/AT THE CONSUMER’S PREMISES

A duly authorized employee of DISCO (DISCO to insert its name) shall be entitled at all
reasonable times, and on informing the occupier of his intention after giving a notice of clear
24 hours (However, no notice is required for conducting raid in case of theft/illegal
abstraction of electricity), to enter the premises to which energy is or has been, or is to be
supplied by DISCO (DISCO to insert its name), for the purpose of:

14.1.1 Examining, inspecting and testing the electric supply lines, meters, maximum
demand indicators or other measuring apparatus, electric wires, fittings, works or an
apparatus for the supply or use of energy, whether belonging to DISCO (DISCO to
insert its name) or to the Consumer, or.

14.1.2 Ascertaining the amount of energy supplied or the electrical quantity contained in
the supply or the apparatus, or.

14.1.3 Removing, where a supply of energy is no longer required, or where DISCO

(DISCO to insert its name) is authorized to take away and cut-off such supply, any
electric supply lines, meters, maximum demand indicators or other measuring
apparatus, fittings, works or apparatus belonging to DISCO (DISCO to insert its
name), or.

14.1.4 Along all other things necessary or incidental to the proper supply or maintaining
such supply to the consumer’s premises.

14.2 FACILITATION TO BE PROVIDED BY THE CONSUMER

14.2.1 DISCO (DISCO to insert its name) authorized staff member has access to meters,
service connections and other property/assets owned by it which may be located in
consumer’s premises for purposes of installation, maintenance, operation or removal
of the property/assets at the time service is to be terminated.

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14.2.2 The consumer’s utility system shall be open for inspection to authorized
representatives of DISCO (DISCO to insert its name). The consumer’s failure to do
so within a reasonable period of time may result in disconnection.

14.2.3 Consumers must provide access to all electric meters upon request for billing
purposes. If a premises is unoccupied/locked, an appointment to obtain meter
readings will suffice for a maximum period of two (2) months. After that, a new
appointment will be required to update the readings.

14.3 PROPERTY DAMAGE

14.3.1 DISCO (DISCO to insert its name) shall not be responsible for any loss or damage
caused by any negligence or wrongful act of a consumer or his authorized
representative in installing, maintaining, operating or using any or all appliances,
facilities or equipment.

14.3.2 The consumer will be held responsible for damage to DISCO’s (DISCO to insert its
name)meter installation and other property or facilities resulting from the use or
operation of appliances and facilities on consumer’s premises, including but not
limited to damage caused by electricity, steam, hot water or chemicals.

14.3.3 If a consumer, new applicant, developer or other person is found to be responsible

for any damage done to the DISCO’s (DISCO to insert its name) property; such
damages shall be reimbursed to DISCO (DISCO to insert its name). However, if
damages are not paid or denied, DISCO will reserve legal rights to recover said
amount.

14.4 LIABILITY OF THE CONSUMER FOR DAMAGE TO DISCO APPARATUS

i. The consumer shall be solely responsible for and shall pay for any loss of, or
damage to, any electric supply lines, meters and/or other apparatus in use of
the consumer for supply of energy purpose, whether caused maliciously or
through negligence or default on the part of the consumer or any of his/her
employees, except reasonable wear and tear and loss or damages arising out
of defects in the aforesaid electric supply lines, main fuses, meters and/or other
apparatus belonging to DISCO (DISCO to insert its name)on the consumer’s
premises.
ii. In case of damage to common distribution system by any vehicle accidently;
the DISCOs are required to proceed as under:
a) Restore Electricity Supply at the earliest at their own cost.
b) Conduct departmental enquiry to establish whether it was purely an
accident or was done malafidely.
c) In case of mala fide action; the DISCOs may take action against the
responsible person and recover the cost of damage/repair.

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 d) In case no mala fide action is proved, the DISCO will repair/replace
the distribution system at its own under maintenance head.

14.5 RIGHT OF WAY

The right of way shall be the responsibility of the applicant/consumer

14.6 FAILURE OF SUPPLY DUE TO FORCE MAJEURE

DISCO (DISCO to insert its name) shall not be liable for any claims for loss, damage, or
compensation whatsoever arising out of the failure of supply when such failure is due to
Force Majeure. or due to gap in power receipt and demand.

14.7 OBLIGATIONS OF CONSUMERS

14.7.1 Consumers who operate equipment which causes detrimental voltage fluctuations
(such as but not limited to, hoists, welders, x-ray apparatus, radio transmitters,
elevator motors, compressors and furnaces) must reasonably limit such fluctuations
upon request by DISCO (DISCO to insert its name). The Consumer will be
required to comply with the necessary corrective measures.

14.7.2 Separate service is required for x-ray units over 5 kVA, welder units over 3 kVA,
radio transmitters and resistance welders.

14.7.3 DISCO (DISCO to insert its name) may require the consumers to provide, at their
own expense, special furnace type transformers and reactors and capacitors
sufficient to limit secondary short-circuit current values. In such cases, DISCO
(DISCO to insert its name) shall furnish energy at 11 kV.

14.7.4 The consumer should also make arrangements to filter out or prevent harmonic
distortions traveling onto/interfering with the DISCO’s (DISCO to insert its name)
system.

14.8 POWER FACTOR

DISCO (DISCO to insert its name) encourages consumers to maintain a power factor
of at least 90% to avoid penalties.

14.9 CONSUMER’S OBLIGATION TO COMPLY

Consumers must use their best endeavors to avoid any non-compliance of this Manual
within the time period specified in any notice of non-compliance sent by DISCO
(DISCO to insert its name).

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14.10 DISCONNECTION OF SUPPLY FOR NON-COMPLIANCE

DISCO may disconnect is the supply to a consumer if,

a) The consumer has not fulfilled an obligation to comply with this manual;

b) The DISCO has given the consumer seven (7) Business days written notice of
disconnection (such notice to be in addition to the notice already given); and

c) The consumer fails to comply with the notice.

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15. VIOLATION OF INSTRUCTIONS
This chapter highlights the importance of adhering to the guidelines outlined in the Consumer
Service Manual when addressing consumer complaints. DISCO should utilize digital
monitoring, automated alert systems, online reporting, geospatial technology, and digital
communication of regulatory rules to handle complaints effectively. Additionally, data
analytics can be employed to identify trends and improve complaint resolution processes.

15.1 DISCO (DISCO to insert its name) shall ensure that it complies with the provisions of
the Consumer Service Manual while dealing with consumer complaints.

15.2 The Consumer Service Manual shall be treated as an applicable document as defined in
Chapter 1. In case the consumer/complainant is not satisfied with the response/decision
of the distribution company or the distribution company does not reply at all, the
consumer shall have the following options:

15.3 The consumer may file a complaint with Provincial Office of Inspection in respect of
metering, billing and collection of tariffs applicable under section 38 of the Act. Any
person aggrieved by any decision or order of the Provincial Office of Inspection may,
within thirty days of the receipt of the order, prefer an appeal to the Authority in the
prescribed manner.

15.4 Under section 39 of the Act, any consumer/interested person, including a Provincial
Government may file a written complaint with the Authority against a licensee for
contravention of any provision of the Act or any order, rule, regulation, license or
instruction made or issued thereunder. The complaint shall be processed under the
Complaint Handling and Dispute Resolution (Procedure) Rules, 2015.

15.5 Under section 35-A of the Act, any consumer/interested person may file complaint with
NEPRA regarding over billing, noncompliance of instructions respecting metering and
collection of approved charges, disconnection in case of nonpayment of charges,
electric power theft and use of energy for purposes other than for which it was supplied.

15.6 DISCO (DISCO to insert its name) shall comply with the orders/decisions/instructions
as may be passed by the Authority with regard to the complaint which shall be enforced
under the laws/rules.

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16. PUBLIC ELECTRIC VEHICLE CHARGING STATIONS
This chapter has been inserted in this Manual on Public Electric Vehicle Charging Station
(PEVCS) to consolidate some of the relevant provisions exclusively applicable to PEVCS.
Notwithstanding this chapter, all the applicable laws and provisions in this Manual shall
apply to PEVCS.

16.1 DEFINITIONS

The Definitions given in Chapter 1 are applicable herewith. However, the definitions of the
terms used specifically in this chapter are given below:

16.1.1 “Electric Vehicle or EV” means a vehicle that uses electric motors and motor
controllers for propulsion, and contains an energy storage device, such as a
rechargeable battery to store electricity and use it as a transportation fuel to power
its electric motors and motor controllers, which is manufactured primarily for use on
public streets, roads or highways and charges its battery by plugging into the
national distribution facilities.;

16.1.2 “Electric Vehicle Supply Equipment or EVSE” means a complete assembly

consisting of conductors, connectors, devices, apparatus, and fittings installed
specifically for power transfer and information exchange between a branch electric
circuit and an electric vehicle.

16.1.3 “EV Services” means the charging of a battery of an EV User by an EVSE at a

PEVCS.

16.1.4 “EV User” means any person who owns, charges, or operates an EV.

16.1.5 NEECA: National Energy Efficiency & Conservation Authority.

16.1.6 “Margin’’ means an amount (in PKR) announced by NEPRA as a rate per unit of
electric power (kWh) to be billed by a PEVCS from time to time from an EV User
and duly notified and displayed on the NEPRA website.

16.1.7 PSQCA: Pakistan Standards & Quality Control Authority.

16.1.8 “Public EV Charging Station or PEVCS” means any premises where an EVSE is
located for recharging of an EV by the public and which allows any EV User or
operator to access and use the charging station free of cost or on payment;

16.2 PEVCS’S CONNECTION AND CATEGORY

16.2.1 PEVCS shall be deemed to fall within the category of “commercial” consumer and
be subject to the relevant tariff as announced by NEPRA and to all the applicable
laws and relevant terms and conditions and more specifically chapter 7 of this
Manual.

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16.2.2 PEVCS shall be subject to all the provisions of chapter 2 and chapter 11 of this
Manual, Performance Standards (Distribution) Rules (PSDR) and Distribution Code
for obtaining a connection and submitting the requisite application forms stated
therein.

16.2.3 For each EVSE installed at a PEVCS a separate connection will be required and
shall be approved under chapter 2 unless DISCO makes an exception subject to any
conditions the DISCO deems necessary.

16.3 MAXIMUM MARGIN

16.3.1 PEVCS shall not bill an EV User above the Maximum Margin for each unit of
electric power (kWh) used in the delivery of EV Services.

16.3.2 DISCO shall ensure that a PEVCS shall not bill more than the Maximum Margin
from EV Users and shall comply with the terms and conditions as notified by the
Authority.

16.3.3 PEVCS shall display on the premises, website, and any online tool (as applicable) at
a prominent and visible place the Margin applicable from time to time for the
benefit of the EV Users. The Margin should be displayed in such a manner to ensure
that the EV User is made aware before using the EV Services of the Margin
applicable per kWh.

16.3.4 If a PEVCS is found to have billed an EV User a rate higher than the Margin for EV
Services, then DISCO shall be under an obligation to report this infraction to the
Authority. The Authority may itself or may require DISCO to take any measures
against the owner(s) of the PEVCS amongst others imposing any financial penalties
including taking measures to prevent the PEVCS owner(s) in the future owning,
managing, or indirectly being involved in the running of a PEVCS.

16.4 METERING

16.4.1 PEVCS shall be subject to all the requirements stated in chapter 4 and chapter 6 of
this Manual as well as PSDR and Distribution Code.

16.4.2 PEVCS will install any and all meters as required to ensure that the number of kWh
consumed by the PEVCS in total and by each EV User for charging the EV at the
PEVCS can be accurately measured. PEVCS shall be required to follow any
directions given by DISCO in this regard.

16.4.3 DISCO shall inspect the functioning of any meter forming part of EVSE to ensure it
accurately measures the number of kWh consumed by an EV User and DISCO may
recommend any alterations in the metering equipment to protect its integrity and
accuracy.

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16.4.4 If DISCO detects any defect or interference with the EVSE, which has or can cause
wrong billing to EV Users, then DISCO shall require PEVCS to take all steps to
rectify the defect/interference and further shall take any penal measures applicable
under this Manual

16.5 BILLING

PEVCS shall be at liberty to design any bill/invoice which is to be given to the EV User for
the EV Services.

16.6 SAFETY AND TECHNICAL STANDARDS FOR PEVCS AND EVSE

16.6.1 Safety Standards for PEVCS

a) Distribution Company shall enforce the safety requirements for the PEVCS’s,
within his service territory and jurisdiction and ensure full compliance by
contractors and his sub-contractors as outlined in this CSM, and project
specific additional HSE requirements.

b) Distribution companies shall include safety instructions in the connection

agreement/contract and communicate safety instructions to PEVCS’s owner
through written letters, training sessions, workshops, and online resources.

c) PEVCS’s shall follow all applicable rules and regulations already issued or to
be issued in the future by the NEPRA, or the relevant authorities.

d) Any PEVCS committing a breach of the requirements outlined in CSM shall

render himself/herself liable for disconnection of his/her electric power and
legal action.

e) Distribution Company shall develop a communication plan/protocol with the

PEVCS. This plan/protocol shall have a designated and authorized focal person
from each side to ensure effective coordination.

f) Distribution Company shall ensure PEVCS are installed according to

manufacturer's instructions and applicable legal requirements to prevent
electric shock, fire hazards, equipment damage, extreme temperature and
ingress of flood water and shall be in compliance with industrial and technical
standards issued by Distribution Company, NTDC including National Energy
Efficiency and Conservation Authority (NEECA) and Pakistan Standards &
Quality Control Authority (PSQCA) from time to time for EVSE and for the
overall premises on which PEVCS are located/installed, as well as any
technical and safety standards provided in this Consumer Services Manual.

g) PEVCS’s design criteria shall be approved by the Distribution Company, as per

the terms and conditions of the Consumer Eligibility Criteria, Performance
Standards (Distribution) Rules, Distribution Code, Grid Code and Safety Code.

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h) PEVCS shall meet the relevant local standards/specifications requirements. If
local standards or specifications are not available, PEVCS shall comply with
the most recent version of ANSI, ASTM, IEEE, IEC, NFPA or an equivalent
engineering standard or specification. If any part of the local standards or
specifications conflicts with ANSI, ASTM, IEEE, IEC, NFPA standards, or
only partially defines the criteria or specification, PEVCS should follow the
International Industry standard with a proper justification.

i) PEVCS’s shall employ qualified and trained personnel to handle operations and
maintenance.

j) All operation and maintenance activities shall be performed safely and in

compliance with the PEVCS own Procedure or SOP.

k) Display safe charging tips/instructions for Operator and EV User.

l) The PEVCS must confirm that his staff do not start maintenance work on the
de-energized lines until isolation, lockout, and tagout procedures have been
completed, and a work permit has been issued. Next, his staff use a contact or
non-contact voltage tester, detector or beeper to confirm that the line is dead.
Alternatively, staff shall carry a personal or proximity voltage detector (with
voltage ranges from 120VAC to 500kV) all the time on maintenance work to
detect induced voltage from adjacent conductors or circuit, particularly if the
earthing clamp is loose or not electrically connected.

m) The PEVCS must confirm that his staff provide temporary earthing to
safeguard against potential energization of the system. The PEVCS must ensure
that his staff use insulated electrical PPE, when necessary.

n) PEVCS shall incorporate various protection measures to mitigate risks such as

ground fault protection to prevent electric shock, overcurrent protection to
safeguard against circuit overloads, surge protection to shield equipment from
voltage spikes and accessible emergency shut-off mechanisms.

o) PEVCS shall arrange annual inspection and testing of wiring, electrical

equipment’s, transformers, panels, and protective devices, including circuit
breakers and protection relays. Ensure there are no defects, verify trip settings
and configurations, and confirm that they are not bypassed, isolated, or
deactivated.

p) PEVCS’s shall ensure that all electrical equipment and systems are adequately
grounded to prevent electrical faults and minimize the risk of electric shock and
fire.

q) PEVCS’s shall manage their electrical load efficiently and avoid overloading
circuits, which can lead to overheating and potential fire or explosion.

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 r) Fire Prevention system for charging station shall be provided in accordance
with manufacturer’s instruction and applicable legal requirements. Enclosure of
charging station shall be made of fire-retardant material with self-extinguishing
media. Fire detection, alarm and control system shall be provided as per
applicable legal requirements.

s) Display fixed “Danger Sign” at places where an immediate hazard/ danger

exists such as penal, substation, transformer, etc. Display fixed “Caution Sign”
at places where it is required to warn against potential hazards or to caution
against unsafe practices. Danger and Caution Signs shall be clear, easy to
understand, and the words shall be in Urdu, English and/or in a language
understood by locals and workers. The signs shall be readable at a minimum
distance of 5 feet.

t) PEVCS’s shall have clear emergency procedures in place for dealing with
electrical incidents, including power outages, fires, and electrical faults.

u) PEVCS’s shall promptly report any electrical incidents, faults, or hazardous

conditions to the Distribution Company and relevant authorities.

v) PEVCS’s shall maintain records of safety training, incidents, and safety

compliance at site at least for three (03) years, if not defined.

16.6.2 Design

The owner of PEVCS shall ensure that:

a) It coordinates with the DISCO to obtain EVSE installation requirements,

specifications, and other relevant information and documents. This includes
any interconnection documents required by the DISCO for new service
requests and sites requiring a service upgrade;
b) Provided that the DISCO shall be bound to provide such information and
documents in response to the request free of cost within seven working days.
c) the installation, design, and site layout shall consider the potential risk of
ignitable fumes such as gasoline dispensers and therefore must comply with
relevant safety requirements.
d) the installation, design, and site layout shall consider the potential risks during
the installation, operation, and maintenance of the EVSE and all support
equipment including wiring, conduit, and protection devices;
e) the design shall consider protection against vehicle impact and EVSE shall be
installed in a position to minimize the likelihood of damage from vehicle
impact;
f) Provided that in case the likelihood of damage from vehicle impact cannot be
minimized, use of additional protection barriers shall be installed following
IEC 62262 i.e. a typical protection against mechanical stress impact for EVSE
installed outdoors is IK10.

Page | 114
g) The electric vehicle parking place shall be such that the connection on the
vehicle when parked for charging shall be within five meters from the electric
vehicle charging point.
h) Electric vehicle charging stations shall be designed, installed, tested, certified,
inspected, and connected as per manufacturer’s instructions/specifications by
following the applicable law and international standards such as IEEE, IEC,
ASTM, BS, NFPA, UL, or ISO, etc.
i) Hazardous live parts shall not be accessible to protect persons against electric
shock.
j) Every part of the electric apparatus shall be securely guarded and fenced unless
they are safe by position or construction.
k) Electric vehicle charging station shall be provided with protection against the
overload of input supply and output supply fittings.
l) Electric vehicle charging points shall be installed so that any socket-outlet of
supply is at least 800 millimeters above the finished ground level.
m) A cord extension set or second supply lead shall not be used in addition to the
supply lead for the connection of the electric vehicle to the electric vehicle
charging point and it shall be so constructed so that it cannot be used as a cord
extension set.
n) Where the connection point is installed outdoors, or in a damp location, the
equipment shall have an ingress protection code at least IPX4 as defined in IEC
standard 60529”.
o) A lightning protection system shall be provided for the electric vehicle
charging station.
p) The electric vehicle charging station shall be equipped with a protective device
against the uncontrolled reverse power flow from the vehicle.
q) The electric vehicle charging station shall have protection to prevent
overvoltage/overloading of the battery.
r) The electric vehicle charging point shall not be energized until it is connected
to the vehicle.
s) Identify, install and maintain the protective system for abnormal conditions
(short-circuits, overcurrent, fault or overloading, etc.) including the grounding
of circuits, apparatus, and infrastructures to interrupt all live connections,
including the neutral. ELCBs (earth leakage circuit breakers), RCDs (residual
current devices), and RCCBs (residual current circuit breakers) shall be used as
per design in circuits to prevent fires and shocks in electrical installations.
Protections/ controls/ interlocks shall be intact and shall not be bypassed or
modified without approval from the designer.
t) Install and maintain earthing/grounding system for the charging station and
bonding system for the vehicle. The resistance shall be as per design or
manufacturer’s instruction or Distribution design code of Distribution Code. In
the absence of grounding and bonding instruction, the earthing resistance shall
be not more than 5 Ohms and the transformer shall be not more than 2.5 Ohms
to determine the integrity of the grounding path to ensure protection from

Page | 115
 shock hazards. Verify integrity of earthing/ grounding and bonding by
continuity test and resistance measurement after 12 months and critical care
shall be after 6 months. Provide nameplate/ tag to all equipment with numbers
for tracking of earthing/ grounding and bonding testing record, etc. The original
record of testing shall be retained and preserved for three (03) years.
u) Electric vehicle charging station shall be provided with an earth continuity
monitoring system that disconnects the supply if the earthing connection to the
vehicle becomes ineffective.
v) All apparatus of charging stations shall have the insulation resistance value as
per manufacturer’s instructions/specifications or as stipulated in the relevant
IEC 61851-1 standard.
w) Power supply cables used in charging stations or charging points shall conform
to manufacturer’s instructions/specifications or IEC 62893-1 standard.

16.6.3 Installation

EVSE shall: -

a) be installed in a position to avoid obstruction to public or private footpaths and

it shall not be installed in such a position that causes an unnecessary trip
hazard.

b) have electrical wiring routed and suitably clipped or enclosed in a containment

system to avoid creating a potential trip hazard and contact risk to the public.
Wire routing requiring a conduit shall either be installed underground at the
appropriate depth following local requirements or along walls or ceilings when
necessary.

c) be installed to minimize the distance between the EV inlet and the charging
equipment. The cord installed for charging vehicles shall have appropriate
length to ensure minimum distance;

d) be installed with precautions to ensure that live parts i.e. hot wires/loaded
circuits are either not accessible or cannot be touched during installation,
operation, and maintenance;

e) be designed and installed to enable maintenance and service work to be carried

out safely;

f) be designed and installed to comply with the requirements for health, safety,
and environment as set out in this Manual, PSDR and Distribution Code;

g) be designed to prevent unauthorized usage of the charging facilities such as

housing the socket outlet in a padlocked box or using an access card for
energizing charging facility etc. may be provided as necessary especially for
outdoor installations;

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 h) be installed with sufficient space around it to allow for adequate ventilation and
cooling of the equipment (e.g. DC charging equipment incorporating rectifiers).
The designer and installer of the EV must refer to the manufacturer’s
installation and operating instructions supplied and comply with requirements
stated in relevant standards;

i) have all associated equipment an IP rating suitable for the installation location;
for indoor locations, minimum ingress protection of IP44 shall be used; for
outdoor locations, minimum ingress protection of IP55 shall be used;

j) comply with the relevant quality and safety standards.

k) the connector type installed shall comply with IEC 62196 (Type 2 for level 2
charging and CCS2 for DC charging).

l) Entry of unauthorized visitors and access of stray or street animals shall be

controlled in hazardous areas.

m) The EVSE installed at existing petrol/gas stations shall be located outside the
hazardous zone;

16.6.4 Operations

a) EVSE shall be set up in compliance with relevant standards and codes to ensure
proper calibration, accurate metering, and transparency;

b) EVSE shall be capable to provide a technical basis for billing options, metering
accuracy, and network connectivity;

c) EVSE shall be capable of upgrades to enable Smart-grid-capability through

Open Charge Point Protocol (OCPP) transmission and an integrated 4G/5G
modem;

d) EVSE shall not create faults (typically through a circuit breaker/overcurrent

protection), harmonics, and frequency misbalance in the distribution network;

e) EVSE shall have the capability to detect and monitor faults and generate
signals/alarms in case of any fault is detected as required under international
standards like J1772. It shall be capable to react to critical as well as small
residual faults, reporting it and deliberately terminating the charging process
before the residual current device (RCD) is tripped;

f) EVSE shall be connected to energy management systems (EMS) through the

standardized EEBUS protocol for energy management, data exchange, and
control;

g) EVSE shall be capable to have bi-directional communication with the vehicle

as well as intelligent connection to EMS, monitoring the internal hardware of

Page | 117
 the charging system, the user interfaces as well as the charging socket and the
charging cable. However, it shall be ensured that the EVSE shall not back-feed
the grid in the case of an outage;

h) the charging infrastructure results in maximum availability and safety for both
the charging infrastructure and the electric vehicle to be charged.

i) A portable socket-outlets or adaptor shall not be used for electric vehicle

charging.

16.6.5 Maintenance, Inspection, and Testing

a) The owner of the charging station shall ensure the electrical and mechanical
isolation before performing any servicing or maintenance at the charging
station, where the unexpected energizing, start-up, or release of any type of
energy (electrical, kinetic, potential, thermal, chemical) could occur, cause
damage to equipment, and injury to personnel.

b) The owner of the charging station shall plan and conduct periodic preventive
maintenance based on the manufacturer’s instructions/manual.

c) The owner of the charging station shall ensure that the inspection and testing
shall be done as specified in the manufacturer’s instructions/manual at
specified intervals.

d) The owner of the charging station shall arrange inspection and testing by the
Electrical Inspector or Third-Party Inspector. The report of inspection / testing
may be submitted to DISCO.

e) The owner of the charging station shall ensure that inspection and testing of the
charging station shall carry out every year or at the time of any major
breakdown.

f) The original record of inspection, maintenance, and testing shall be retained

and preserved by the owner for three (03) years.

16.6.6 Complaints:

EV Users may raise any complaints against the PEVCS and DISCO under chapter 10 and
chapter 15 of this manual. An EV User shall be deemed to be a consumer for purposes of
raising any complaint.

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LIST OF ANNEXURES

Annexure – I Application Form for New Connection

Annexure – II Power Supply Contract

Annexure – III Time Frame for New Connections

Annexure – IV Security Deposit Rates

Annexure – V Percentage of Load Factor for Different Types of Connections

Annexure – VI Load Assessment Criteria

Page | 119
ANNEXURE I: APPLICATION FORM (FOR CONNECTION)
(DISCO to insert its name and logo)

Type of Connection

☐ Domestic ☐ Commercial ☐ Industrial

☐ Agriculture ☐ Temporary ☐ Other (Please specify)

Purpose of application

☐ New Connection ☐ Change of Name ☐ Extension of load

☐ Reduction of load ☐ Change of Tariff ☐ Other (Please specify)

Load applied:

Serial No. Electrical Appliances Quantity Load (Watts)

1. Light(s)

2. Fan(s)

3. Air-conditioner(s)

4. Heater

5. Washing machine

6. Refrigerator

7. Light plug

8. Power Plug

9. Motor

Other……..

Total Load (kW)

Page | 120
PART I (FOR OFFICE USE)

Application No.___________

Date_____________________ Name of Sub Div._________________

1. Name of Applicant______________________

2. Father’s/Husband’s name_____________________________

3. Complete address where the connection is

required_____________________________

4. Applicant’s Mailing Address_______________________

5. CNIC _____________________________

6. Applicant E-Mail address__________________________

7. Phone No. _____________________________

8. Mobile No ______________________

9. Size of Plot_______ Marla _________ Kanals __________ Sq.Yds

10. Reference No. of existing connection(s) if any____________________________

____________________ ____________________

(Signature of Applicant) (Signature of witness)

Applicant’s Receipt

FOR OFFICE USE:

Application for ________________ (purpose of application) has been received from

Mr. __________________ with DISCO (DISCO to insert its name) and has been
allotted Registration No./Case ID. ____________ dated _______________

Signature of Officer/Official: ________________________________

Date: ________________

Name of Sub-Division/Division/Circle___________________

Page | 121
DOCUMENTS TO BE ATTACHED WITH THE APPLICATION FORM

a) Ownership proof of the premises as determined by DISCO (DISCO to insert its

name) where connection is required. Conversely provision of electricity
connection does not necessarily constitute proof of ownership of the premises.

b) An affidavit by the owner of the premises on non-judicial stamp paper worth Rs.
50/- as per schedule 1 of the Stamp Act 1899 (or as amended through Stamp Act,
1899 from time to time) stating:

1. I, [Applicant's Full Name], hereby solemnly declare that the information

provided in this application is accurate and complete to the best of my
knowledge and belief. I further affirm that there are no outstanding dues or
liabilities against the property mentioned in this application, nor have I been
declared as a defaulter by DISCO [Inset Name] or any other utility company.
I also undertake that I will be responsible for the payment of any outstanding
dues if noticed later on by DISCO [Inset Name] against the said property.

2. I affirm that I will abide by all the terms and conditions of DISCO [Insert
Name] as issued from time to time.

3. I understand that providing false or misleading information may result in the

rejection of this application or disconnection of the electricity supply at any
stage. I consent to the verification of the information provided with the
application by the DISCO [Inset Name]. I am aware that providing false
information is a violation of applicable laws and may subject me to penalties.

c) If the applicant is a tenant or a person other than the landlord/owner then no

objection certificate from the owner/landlord along with the ownership proof and
affidavit as mentioned above are required. The Owner/landlord will also affirm
on a non-judicial stamp paper worth Rs.50/- as per schedule 1 of the Stamp Act
1899 that he/she would be responsible for payment of the default amount of
his/her tenant (if any)

d) Copies of CNIC of the applicant and a witness. In case of tenancy case, copy of
CNIC of the landlord/owner is also required.

e) If the connection is applied in the name of a company, duly incorporated under

the law, following additional documents shall be attached:

i) Certificate of incorporation;

ii) Resolution of Board of Directors authorizing a person to sign and

execute the application and agreement form;

iii) List of directors with complete addresses and copies of their

computerized national identity cards.

Page | 122
f) Approved map or approved site plan or approved layout plan (LOP) or NOC by
the Civic Agency/Authority. However, the condition of the approved map or
approved site plan or approved layout plan or NOC for houses and shops can be
relaxed by the DISCO (DISCO to insert its name) in case of rural areas where
map /site plan /layout plan/NOC are not applicable/required.

i. There shall be no requirement of approved map or approved site plan or

approved layout plan (LOP) or NOC by the Civic Agency/Authority for another
connection or extension/ reduction of load or change of tariff or change of name
irrespective of the area unless there is a restriction on provision of connections in
any specific area by a competent Court of law.

ii. There shall be no requirement of approved map or approved site plan or

approved layout plan (LOP) or NOC by the Civic Agency/Authority for premises
which are located inside approved housing schemes/ societies/plazas/multi-storey
buildings.

iii. Houses/Flats/Apartments located inside approved housing societies/ multi-storey

buildings etc., are exempted from provision of approved map or approved site
plan or approved layout plan or NOC by the civic agency/ authority for obtaining
connections. However, multi-story/ high-rise buildings located inside the
approved housing society/ scheme; are required to provide approved map/site
plan/ layout plan or NOC by the civic agency/ authority or by the concerned
society for obtaining connections.

iv. Multi-story/ high-rise buildings located in the rural areas are required to provide
approved map/site plan/ layout plan or NOC by the concerned civic agency/
authority for obtaining connections.

v. There shall be no requirement of approved map or approved site plan or

approved layout plan (LOP) or NOC by the Civic Agency/Authority in the areas
where the land is either not acquired by the concerned Civic Agency/Authority or
the area is not developed by concerned Civic Agency/Authority.

vi. Areas which are not under the administrative control of the concerned civic
agency and the connections are being given through award list, in such areas
there will be no requirement of NOC for those applicants who are settlers having
addresses of the said areas on their identity cards.

vii. There shall be no requirement of approved map or approved site plan or

approved layout plan (LOP) or NOC by the Civic Agency/Authority in the old
colonies/abadies where the land belongs to the native people inherited from their
forefathers.

Page | 123
viii. It will be ensured before provision of connection that there are no restraining
orders/ Court orders with respect to non-provision of connection in the area.

g) Wiring test report duly issued by Electric Inspector or his authorized wiring
contractor

h) In case of connection for stone crushing plants NOC from concerned

Environmental Protection Agency is necessary.

Page | 124
PART II

(FOR OFFICE USE)

1. Date of Survey/Verification of Test Report------------

2. Authenticity of particulars given by consumer

a. Load at site ---------kW

b. Tariff Applicable -------------------------------------------

3. Material required (as per attached estimate)

4. Size of plot -------------------

5. Proposed Reference No.---------------------

6. Whether area electrified/ un electrified/Housing Society----------------------

7. Whether Transformer is available or not: _____________

8. Whether 11 kV feeder is available or not (name of feeder): _____________

9. Whether Grid Station is available or not (name of Grid Station) ______________

10. Name of Official: ____________________

11. Designation: ___________________

12. Load Sanctioned: __________________

13. Date of sanction __________________

14. Name of Officer: ____________________

15. Designation: ___________________

16. Demand Notice for Capital Cost:

a. No. _______________________________

b. Issue Date: __________________________

Page | 125
 c. Total amount: ________________________

d. Paid On (Date): ________________________

e. Total Paid Amount: _________________________

f. Bank Name and Branch: __________________________

g. Date of Return of Demand Notice by the applicant to DISCO(DISCO to

insert its name): ___________________

17. Demand Notice for Security Deposit:

a. No. _______________________________

b. Issue Date: __________________________

c. Total amount: ________________________

d. Paid On (Date): ________________________

e. Total Paid Amount: _________________________

f. Bank Name and Branch: __________________________

g. Date of Return of Demand Notice by the applicant to DISCO(DISCO to

insert its name): ___________________

18. Reason(s) if application is not sanctioned and returned

__________________________________________________________________

(Signature of officer with designation)

PART III

(i) Connection installation

a. Date of metering installation------------------------------------

b. Name of Incharge installing the meter-------------------------------------

(ii) Meter’s Particulars

a. Meter No----------------------------------

b. Make----------------------------------

c. Meter type-----------------------------

d. Capacity-------------------------

Page | 126
 i. kWh ii. kVARh iii. MDI

e. Initial reading------------------------

f. Multiplying factor if any------------

g. Seals/Postal order No-------------------

_______________________________

(Signature of official with designation)

_______________________________

(Signature of officer with designation)

PART IV

Submission of documents to RO/AM(CS) for billing vide Letter No______________

Dated: _______________

_______________________________

(Signature of Officer with Designation)

NOTE”: Copy of the complete set (part I to IV) completely filled in and signed by the
officer of DISCO (DISCO to interest its name) will also be provided to the consumer
for his/her record. The consumer may lodge complaint against non-provision of such
complete copy.

________________________________________________________

(Signature of the Applicant as a token of receipt of a copy of the set)

Page | 127
ANNEXURE II: POWER SUPPLY CONTRACT
(DISCO to insert its name and Logo)

All categories of applicant/ consumer shall be executed on non-judicial stamp paper

worth Rs. 50/- except for the domestic and commercial Consumer who will undertake
the below-given terms and conditions on plain paper as designed by the Company.

Contract for Consumer Connection and Supply of Electric Power

This Contract for Consumer Connection and Supply of Electric Power ("Power
Supply Contract") is entered into between Mr./Ms./Mrs. M/S
____________("Consumer") AND DISCO (Company) ________ on the ______ day
of _____, at ________ for availing the services to be provided by the Company.
Regarding the following:

 New connection for ------ under tariff.

 Change of Name/Change of title (Existing---------Proposed-------------)

 Extension of load/Reduction of load (Existing------KW, to --------KW)

 Change of Tariff (Existing-------tariff to proposed--------tariff.

 Relocation or Shifting of the site (from-----------to----------location)

 Any other service "please specify."

1. This contract will begin on [start date] and remain in effect unless the
consumer request a change in the nature of the connection are change of name
or if the power supply is disconnected permanently as outlined in the NEPRA
Consumer Service Manual.

Whereas the applicant had applied (mention the service required as given
above), vide Application Form dated ______, for a load of ________ kW to
DISCO (DISCO to insert its name) under tariff______________.

2. The Consumer has, in line with the provisions of Consumer Eligibility

Criteria, 2003, to deposit the capital cost, security deposit, and any other
charges. To comply with the safety requirements, the Consumer had to submit
its electrical installations report, which may be issued and verified by the
electric inspector or his authorized wiring contractor.

3. The Company has to verify the electrical installation report at the consumer's
premises to confirm that the site load is in accordance with the applied load
and installation / wiring as per standards to ensure the soundness and safety of
its connection to the company distribution system.

Page | 128
4. The Company is entitled to charge the electricity rates, which shall be as per
the prevailing tariff determined by the NEPRA and notified in the official
gazette.

5. The Consumer shall be billed monthly based on actual consumption, and

payments shall be made within the due date given on the electricity bill to
avoid levy of late payment surcharge.

6. The Company shall install and maintain the necessary meters to measure
electricity consumption accurately through HHU/ Mobile or any other device
as deemed necessary, and the Consumer shall provide space and access to
meter readings.

7. The Company shall endeavor to ensure the provision of a reliable electricity

supply, maintain voltage levels within acceptable limits, and minimize
interruptions to service.

8. The Company shall not be liable for any failure or delay in performance
caused by circumstances beyond their reasonable control, including acts of
God, natural disasters, or government actions.

9. The consumer will not intersect the functioning of a meter or misuse the
electricity, extension of load, and tariff beyond the approved, failing which the
Company reserves the legal rights.

10. This agreement shall be governed by and construed in accordance with the
NEPRA laws. Any disputes shall be subject to the exclusive jurisdiction of the
NEPRA or the Provincial Officer Inspection (Electric Inspector of that region)
therein under Section 38 of the NEPRA Act

11. Any disputes arising under this agreement shall be resolved amicably through
negotiations between the parties and, if unresolved, shall be referred to
NEPRA for mediation or arbitration.

12. The Consumer will take all safety and security measures to prevent accidents
and will not construct/extend the building under or near the
transmission/distribution line or within proximity of the line.

13. The Consumer will not resell the electricity to another consumer; in case of
violation, the electricity connection can be disconnected.

14. Neither party may assign or transfer its rights or obligations under this
agreement without the other party's prior written consent.

15. The company retains the right to establish a new agreement or modify/add
supplementary clauses following consultation and reconciliation with the
consumer.

Page | 129
 We understand:

That this power contract agreement constitutes the entire understanding between the
Consumer and the Company and supersedes any prior agreements or representations,
whether written or oral.

That the Consumer Service Manual provides the rights and duties of both DISCO
(DISCO to insert its name) and the consumer. It is binding on both parties and is
referred to by the parties to deal with different aspects of services to be rendered by
DISCO (DISCO to insert its name).

In witness of which, the parties hereto execute this Contract of Power Supply on this
day of ____________

DISCO: ___________ Consumer: __________

Name ____________ Name: ____________

Signature____________ Signature_____________

Witness:

Name and signature.

-------------------------------------------

Note: (annex copy of NIC)

Page | 130
ANNEXURE III: TIME FRAME FOR NEW CONNECTIONS
CONNECTION CATEGORY-1

Load (up to 15 kW) at 400 V

Sr. No. Description Responsibility Days

-SDC, LS, SDO

Registration of application in the Sub
Division/Division, submission of (for A1, A2, A3) connections
1 4
wiring test report, site survey and -Head Draftsman/XEN/DM(O)
verification of test report
(for other connections)

-LS, SDO/AM(O) (for A1, A2, A3)

Preparation of Service cost estimate connections
2 6
&vetting, issuance of demand notice, -Head Draftsman/XEN/DM(O) (for
other connections)

Issuance of SCO/ Work Order/ -LS, SDO/AMO (for A1, A2, A3)
Instructions, Approval of Store connections
3 11
requisition/Issue of material and -XEN/DM(O) (for other
execution of work order connections)

-LS

4 Metering installation -SDO/AM(O) 9

-XEN/DM(O)

30

Page | 131
 CONNECTION CATEGORY-2

Load (above 15 kW but not exceeding 70 kW) at 400 V

Sr. No. Description Responsibility Days

Registration of application in the

Division, submission of wiring test Head Draftsman/XEN /DM
1 4
report, site survey and verification of (0)
test report

Preparation of Service cost estimate

2 &vetting and issuance of demand XEN/DM (O) 6
notice

Issuance of SCO/ Work Order/

Instructions, Approval of Store
3 -do- 25
requisition/Issue of material and
execution of work order

XEN/DM (O),

4 Metering installation XEN/DM (M&T) 9

SDO/AM (O),

44

CONNECTION CATEGORY-3

Load (above 70 kW but not exceeding 500 kW) at 400 V

Sr. No. Description Responsibility Days

Registration of application in the Circle,

Head Draftsman
1 submission of wiring test report, site 5
/SE/Manager (O)
survey and verification of test report

Preparation of Service cost estimate

2 SE/Manager (O) 7
&vetting and issuance of demand notice

Issuance of SCO/ Work Order/

Instructions, Approval of Store PD (Construction),
3 36
requisition/Issue of material and execution XEN/DM (O)
of work order

Page | 132
 XEN/DM (O),

4 Metering installation XEN/DM (M&T) 10

SDO/AM (O),

58

CONNECTION CATEGORY-4

Load (above 500 kW but not exceeding 5000 kW) at 11kV or 33 kV

Sr. No. Description Responsibility Days

Registration of application in CEO Office,

1 submission of wiring test report, site Manager (P&E) 10
survey and verification of test report

Preparation of Service cost estimate 20

2 -do-
&vetting and issuance of demand notice

Issuance of SCO/ Work Order/ PD (Construction),

Instructions, Approval of Store XEN/DM (O)
3 55
requisition/Issue of material and execution
of work order

SE/Manager (O),

4 Metering installation Manager (M&T) 21

XEN/DM (O),

106

Page | 133
 CONNECTION CATEGORY-5

All loads at 66 kV and above

Sr. No. Description Responsibility Days

1 Registration of application in the CEO Mgr. (P&E) 30

Office, submission of wiring test report, site
survey and verification of test report

2 Preparation of Service cost estimate &vetting CE (T&G) Office of 15

and issuance of demand notice CEO Office of MD,
NTDC

3 Issuance of SCO/ Work Order/ Instructions, CEO- 411

Approval of Store requisition/Issue of
- CE (T&G)
material and execution of work order
- PD (GSC)

4 Metering installation Manager (P&E) 40

Manager (M&T)

SE/Manager (O),

XEN/DM (P&I),

XEN/DM (T&I)

496

Explanation:

“In case the distribution company does not take the required action within the stipulated time
prescribed in the above table, the distribution company shall have to give reasons for each
day delay in writing to the consumer with a copy to the Authority; the Authority may accept
or reject such reasons. However, the delay shall not absolve the distribution company from
the obligation to complete the required action (i.e. issuance of demand notice or provision of
connection, as the case may be)”.

Page | 134
ANNEXURE IV: SECURITY DEPOSIT RATES
Description Security Deposit

Residential A-1

Urban Rs. 1,220 / kW

Rural Rs. 610 / kW

Commercial A-2

Urban Rs. 1,810/ kW

Rural Rs. 920 / kW

General Services A-3 To be determine by NEPRA

Industrial

BI Rs. 1,580 / kW

B2 Rs. 2,010 / kW

B3 Rs. 2,890 / kW

B4 Rs. 3,560 / kW

Single Point Supply

CI Supply at 400 Rs. 1,670 / kW

C2 Supply at 11 kV Rs. 2,080 / kW

C3 Supply above 11 kV Rs. 2,740 / kW

Agricultural Tube-wells - Tariff D

Agricultural Tube-wells (including scarp/ lift pump) Rs. 15000 lump sum

Public Lighting - Tariff G Rs. 3,240 / kW

Tariff H - Residential Colonies attached to industries Rs. 1,560 / kW

Special Contracts - Tariff K (AJK) Rs. 2,570 / kW

Traction - I Rs. 610/ kW

Special Contracts - Tariff K (Rawat) Rs. 2,900 / kW

Page | 135
ANNEXURE V: PERCENTAGE OF LOAD FACTOR FOR
DIFFERENT TYPES OF CONNECTIONS
Load factor to
Sr. No. CATEGORY OF CONNECTION
be charged

A-1 GENERAL SUPPLY TARIFF - RESIDENTIAL

01 Single Phase 20%

02 Three Phase 25%

A-2 GENERAL SUPPLY TARIFF - COMMERCIAL

03 Single Phase 20%

04 Three phase 25%

A-3 GENERAL SERVICES

05 Single phase 15%

06 Three phase 20%

B INDUSTRIAL SUPPLY

07 B-1 except for ice factories, Plastic Molding, Rice shellers 40%

08 B-2, except Ice Factories, Plastic Molding, Rice shellers 50%

09 Ice Factory, 70%

10 Plastic Molding Industry, Rice Sheller 50%

B-3 Textile Mills and Steel Furnaces Melting Industry and

11 60%
all other continuous industry

12 Other normal Industry like Engineering Works 50%

13 Flour Mills B-2 & B-3 40%

14 B-4 50%

TUBEWELLS

Agricultural Tubewells installed in perennial area/river

15 15%
belts

16 Agricultural Tubewells installed in non-perennial area 50%

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17 Scarp Tubewells 50%

MISCELLANEOUS

18 Tariff H for Housing Colonies 15%

19 Other Bulk Power supply 15%

20 Temporary Supply (E1, E2) 20 %

21 Street Lights (G) 40%

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 ANNEXURE –VI: Load Assessment Criteria For Housing Societies,
High-Rise Buildings, Commercial Plazas, Multi-Storey Buildings, Etc.

Size of Plot
Description Load Assessment
Square Yard
Up to 75 3.15 kW
Above 75 up to 125 5.0 kW
Above 125 up to 200 5.70 kW
Above 200 up to 250 6.60 kW
Above 250 up to 300 7.45 kW
Individual Houses in Housing Schemes
Above 300 up to 350 8.75kW
Above 350 up to 400 9.5 kW
Above 400 up to 500 10.61 kW
Above 500 up to 600 13 kW
Above 600 up to 1000 17.74 kW
The above load criteria is for houses with double story (Ground + 01) however, for single story the same shall be
taken as half.
Farm Houses/plots (Area: above 2 kanals)
• Load of first 2 Kanals will be assessed @ 17.74 kW.
• 1/4th area of rest of the plot will be assessed @ 0.4 kW per Marla.
Maximum Load Assessment
Area
Urban/Upper Areas Rural/Lower Areas
125 w/100 sq.ft 100 w/100 sq.ft with
Apartments Upto 700 Sq.ft + 50 % flats with 25 % flats with
1 AC of 1.5 kW 1 AC of 1.5 kW
150 w/100 sq.ft 125 w/100 sq.ft
701-900 Sq. ft + 50 % flats with with 25 % flats with
NOTE: The above AC 1 AC of 1.5 kW 1 AC of 1.5 kW
load shall not be applied 175w/100 sq.ft 150 w/100 sq.ft
to those buildings which 901-1200 Sq. ft + 100 % flats + 30 % flats with
are centrally air with 1 AC of 1.5 kW 1 AC of 1.5 kW
conditioned with no 175 w/100 sq.ft 150w/100 sq.ft
provision of individual 1201-1600 Sq. ft + 100 % flats with + 50 % flats with
ACs 2 ACs of 1.5 kW each 1 AC of 1.5 kW
200 w/100 sq.ft 175w/100 sq.ft
Above
+ 100 % flats with + 100 % flats with
1600 Sq. ft
2 ACs of 1.5 kW 1 AC of 1.5 kW
1000 w/100 sq.ft 500 w/100 sq.ft
Shops / Clinics Any Area
(AC load inclusive) (AC load inclusive )
1000w/100 sq.ft 800 w/100 sq.ft
Super Market Any Area
(AC load inclusive) (AC load inclusive)
700 w/100 sq.ft 500 w/100 sq.ft
Offices Any Area
(AC load inclusive) (AC load inclusive)

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 Covered Godown Any area 50 w/100 sq.ft 40 w/100 sq.ft
Open Godown Any Area 25 w/100 sq.ft 20 w/100 sq.ft
Any area
40 w/100 sq.ft 30 w/100 sq.ft
residential
Any area offices 60 w/100 sq.ft 50 w/100 sq.ft
Corridors
Any area
commercial 75 w/100 sq.ft 60 w/100 sq.ft
activity
Any Area 60 w /100 sq.ft 60 w /100 sq.ft
Where building has air raid shelter and a car ramp then the load will be
Parking/ Air Raid assessed for air raid shelter however, if stairs are available instead of car
Shelter
ramp then it will be considered as commercial space and the load will be
assessed accordingly.
The Mezzanine floor which has been provided with concrete slabs and
Mezzanine Floor divided into two floors, the load shall be assessed for two separate
floors, otherwise it will be taken as single floor.
250 W/ 100 sq.ft 250 W/ 100 sq.ft
Marriage halls Any Area + 1 AC of 1.5 kW + 1 AC of 1.5 kW
for office for office
Banquets 1000 W/ 100 sq.ft 700 W/ 100 sq.ft
Any Area
(AC load inclusive) (AC load inclusive)

Community Hall / 250 W/ 100 sq.ft 200 W/ 100 sq.ft

Any Area
Centre + 1 ACof 1.5 kW + 1 AC of 1.5 kW
1000 w/100 sq.ft 800 w/100 sq.ft
Restaurants Any Area
(AC load inclusive) (AC load inclusive)
Open Air Restaurants Any Area 250w / 100sq.ft 200w / 100sq.ft
Children Play Area
(Covered/Within Any Area 150w / 100sq.ft 100w / 100sq.ft
Boundary)
Health Club / 500 w/100 sq.ft 200w/100 sq.ft
Any Area
Recreation Club (AC load inclusive ) (AC load inclusive)
Swimming Pool Any Area 5 kW 4 kW
Plant Nursery Any Area 4 kW 3 kW
Schools / Colleges/ 150 w/100 sq.ft for
100 w/100 sq.ft
University/Coaching/ Any Area constructed area with
For constructed area
Centre/IT Institutes 1 AC of 1.5 kw for office
Parks Any Area 3 kW 2 kW
Madrassa Any Area 150 w/100 sq.ft. 100 w/100 sq.ft.
Places Of Worship Any Area 150 w/100 sq.ft. 100 w/100 sq.ft.
Hostel Any Area 100 w/100 sq.ft. AC load 100 w/100 sq.ft and

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 as per actual AC load as per actual
400 w/100 sq.ft 300 w/100 sq.ft and
Library Any Area
(inclusive AC load) AC load as per actual.
500 w/ 100 sq.ft 250 w/100 sq.ft and
Snooker Club Any Area
(AC load inclusive) AC load as per actual
7 kW OR
7 kW OR as per technical
Lift - as per technical
specifications
specifications
60W (LED) per pole
60W (LED) per pole
Street Lighting - 100 W (others)
100 W (others) per pole
per pole
5 kW OR
5 kW OR as per technical
Water Pump - as per technical
specifications
specifications

Note:
(I): Installation of transformer shall be proposed at 80% of the name plate capacity
which includes transformer loading position and power factor. For example, in case of 80kw
load a transformer of 100 kVA will be installed.

(II): The above load assessment criteria is for determination of ultimate load
demand of any un-electrified Housing society/housing schemes/colony/Commercial
Plaza/High Rise Building/Multistorey Building for the purpose of electrification design. The
load of premises such as hospitals, hotels, petrol pumps etc. have to be assessed as per
applied load/information provided by the consumer/applicant. However, at the time of
providing individual connections; the load declared in the Application Form by the applicant
will be considered as the connected load, subject to provision of the test report issued by the
Electric Inspector or his authorized wiring contractor and verified by DISCO (DISCO to
insert its name).

(III): The following formula will be applicable for assessment of ultimate load
demand:

Total Ultimate Assessed Load =

(Total Sum of Load) X (Development Factor)
Diversity Factor
Where:
a) Development Factor:
i. Housing societies/schemes---------------------------------------------------85%
ii. Multi-story buildings/commercial plazas/high-rise buildings----------100%
b) Diversity Factor-------------------------------------------------------------------125%

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(IV)ADJACENT HOUSING SCHEMES! SOCIETIES MULTISTORY BUILDINGS
Adjacent Housing Schemes/societies multistory buildings etc., belonging to the same
owner/party/sponsor, shall be treated in totality for assessment of ultimate load
demand, however, if there is a gap of two years in approvals of LOP! Map of the
schemes by civic agency and approval of electrification by DISCO, then such
schemes will be treated separately for assessment of load. Further, in case of
extension of any housing scheme/buildings, the earlier assessed load shall be
considered final and the additional load will be clubbed with the already approved
load.

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