The Centre would introduce an annual service-oriented rating programme for power utilities that would be ranked on metrics such as duration and quality of electricity supplies, billing and collection efficiency, and grievance redressal. REC is the nodal agency for the programme assessing customer centricity.
“The government feels we should have consumer service ratings of distribution utilities that should be consumer-centric,” a senior government official told ET. “The idea is to start measuring the services and their quality. Also, this makes the discoms realise where they stand in terms of quality and make them answerable on performance to the public at large,”
Multiple rounds of stakeholder consultations have been held with several discoms, including private distribution utilities and sectoral institutions like the Council on Energy, Environment and Water (CEEW), Prayas Energy group and Smart Power India.
“We have also had interactions with the World Bank to study the ‘ease of doing business’ model. We have evolved a rating framework for consumer ratings and target to bring out the first report by September this year,” the official said.