Customer Services l Citizen Charter   HOME GUARANTEED STANDARDS OF PERFORMANCE AND COMPENSATION TO CONSUMERS IN CASE OF DEFAULT Service Area Standard Compensation payable in case of violation of Standard Compensation payable to individual consumer if the event affects a single consumer Compensation payable to individual consumer if the event affects more than one consumer Normal Fuse-off Cities and towns Within 4 working hours Rs.50 in each case of default Rs.25 to each consumer affected Rural areas Within 12 working hours Overhead Line/cable breakdowns  Cities and towns Within 6 hours Rs.50 in each case of default Rs.25 to each consumer affected Rural areas Within 24 hours Underground cable breakdowns  Cities and towns Within 12 hours Rs.50 in each case of default Rs.25 to each consumer affected Rural areas Within 48 hours Distribution Transformer failure  Cities and towns Within 24 hours Rs.100 in each case of default Rs.50 to each consumer affected Rural areas Within 48 hours Period of Scheduled Outage  Maximum duration in a single stretch Not to exceed 12 hours Rs.100 in each case of default Rs.50 to each consumer affected Restoration of supply By not later than  6:00 PM Voltage fluctuations  No expansion/enhancement of network involved Within 10 days Rs.50 for each day of default Rs.25 to each consumer affected for each day of default Up-gradation of distribution system required Within 120 days Rs.100 for each day of default Rs.50 to each consumer affected for each day of default Erection of Substation Within the time period as approved by the Commission Rs.250 for each day of default Rs.125 to each consumer affected for each day of default Meter complaints  Inspection and  replacement of slow, fast/creeping, stuck-up meters Inspection within 7 days in towns and cities and within 15 days in rural areas and replacement within 15 days thereafter. Rs.50 for each day of default Not Applicable Replace burnt meters if cause attributable to Licensee Within 7 days Rs.50 for each day of default Not Applicable Replace burnt meters if cause attributable to consumer Within 7 days of receiving payment from consumer Not Applicable