Haryana is one of the pioneer states
initiating electricity reform at the state level. One of the core
objectives of electricity reforms was to improve service delivery and
consumer satisfaction. Haryana Electricity Regulatory Commission (HERC)
has issued various important regulations such as Guidelines for
Establishment of Forum for Redressal of Grievances of the Consumers and
Electricity Ombudsman, Standards of Performance for the Distribution
Licensee etc. to ensure improved quality of service as well complaint
redressal mechanism at consumer ends. However, the Commission had observed
that there is need to strengthen the system in order to deliver service of
high quality and promote consumer participation in electricity reforms and
The World Bank had appointed Mercados
Energy Markets India Pvt. Ltd (Mercados), as Advisor for Consultancy
Support to the Haryana Electricity Regulatory Commission (HERC). MERCADOS
was required to address the following issues (1) tariff (transmission
pricing, benchmarking, MYT, etc.); (2) market development (intra-state ABT
and institutional arrangements required for further market development)
and (3) consumer issues
Given this, Mercados sub-contracted CUTS
International, to implement the component on Consumer issues (development
of a Consumer Satisfaction Index, consumer advocacy process, etc).
SCOPE OF THE ASSIGNMENT
Reviewed existing policies, regulations and orders and the current
process related to consumer participation, awareness, grievance
redressal and protection in Haryana. This lead to the preparation of
“Report on Gap and Improvement Areas” on the above aspects.
Development of “Process and Methodology” for execution of consumer
satisfaction survey and preparation of questionnaire for consumer
Conducting the survey and analysis of the survey data in the form of
“Report on Survey Findings”.
Development of “Road Map for Social Accountability and Consumer
Involvement” based on 1 and 3.
Participation in relevant workshops, public hearings and discussions
pertaining to the Scope of Work.
CUTS Centre for Competition, Investment and Economic Regulation
Ph: +91-141-228 2821
Fx: +91-141-228 2733, 228 2485