Around 10.35 crore electricity consumers serviced by 26 Discoms are getting “inferior” metering, billing and collection (MBC) services, the Consumer Service Rating of Discoms (CSRD) for FY24 revealed.
The CSRD report, released by State-run power sector lender REC, evaluates Discoms on four key parameters — Operational reliability (45 marks), collection & other services (10 marks), metering, billing & collection efficiencies (35 marks) and fault rectification & grievance redressal mechanism (10 marks).
Since inception of the CSRD exercise, the MBC parameter has consistently been the poorest performing among the evaluated parameters, even though it carries a significant weightage of 35 per cent, the report pointed out.
The Metering, Billing & Collection (MBC) parameter judges Discoms on average time (days) taken for replacement of defective meters, bills generated based on actual meter readings, bills generated through non-manual meter readings, consumers receiving billing updates on mobile, and percentage of consumers paying digitally.
Inferior services
Under MBC, only 0.96 crore consumers, or roughly 2.9 per cent of the total consumers, across 6 Discoms, have experienced A+ and A grade services. Around 8.7 crore consumers (26 per cent) and 1.7 crore consumers (5 per cent) are receiving “C” and “D” grade services.
“This indicates that a cumulative 31 per cent of the consumers are experiencing relatively inferior services under this parameter,” the report added.
The low scores by Discoms in the three high-weighted sub-parameters have resulted in lower grades within the MBC parameter and in the overall CSRD grading.
It highlights the critical need for efforts in specific areas like such as integrating more automated meter reading mechanisms like promoting smart meters, encouraging prepaid consumers and increasing digital transactions.
For Discoms, these improvements can lead to better grades and operational efficiency. For consumers, they ensure reliable service and easier payment options. For nation-building, they support the modernization of the energy sector and promote sustainable practices, it suggested.
In the CSRD for FY24, 66 Discoms were evaluated — 10 private and 56 State-owned — servicing around 33.4 crore consumers.
Of this, 0.9 per cent of Discoms were awarded A+ rating, 2 per cent (A rating), 32 per cent (B+ rating), 12 per cent (B), 22 per cent (C+), 26 per cent (C) and 5.1 per cent (D).
Delhi Discoms shine
Over the last four years, Delhi Discoms — BSES Yamuna Power (BYPL), BSES Rajdhani Power (BRPL) and Tata Power Delhi Distribution (Tata Power DDL) — have consistently secured top grades (A+/A). They have received a high rating of 99 per cent on bills generated though actual meter reading, against a national average of 91 per cent.
Delhi Discoms also fared better on bills generated through non-manual meter reading. For instance, BYPL has a rating of 100 per cent, while BRPL and Tata Power DDL of 99 per cent each. The national average is 37 per cent.
Delhi Discoms also fared very well on the percentage of consumers receiving billing alerts with Tata Power DDL at 100 per cent and BRPL as well as BYPL each at 99 per cent. The national average is 82 per cent.
BSES Discoms received high ratings in the number of consumers paying digitally at 89 per cent for BRPL and BYPL against the national average of 41per cent. Tata Power DDL is at 88 per cent.
