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Government Of Assam Power Assam Power Distribution Company Limited

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Citizen Charter

  • A Brief Statement regarding the concerned service/Business Transacted:

    Assam Power Distribution Company Limited (APDCL) is a public limited company wholly owned by the Government of Assam. It was incorporated on the 23rd day of October’2009 and has been registered under Indian Companies Act’1956.
    The main purpose of forming the Company was to take over, manage and operate the electricity distribution system, assets, liabilities, undertaking of the erstwhile Assam State Electricity Board (ASEB) pursuant to a notified transfer scheme in terms of Part XIII of the Electricity Act, 2003.
    The primary Business of the Company is:

    1. To undertake distribution, trading and supply of electricity in the state of Assam or outside it in accordance with provisions of Applicable Law and all activities ancillary or appurtenant thereto.
    2. To develop, maintain and operate the power distribution system in the state of Assam.

    In carrying out the work of supplying power, APDCL reaches out to every part of the state. The company is serving the people of Assam with a consumer base of more than 33 lakhs. This is growing year by year.

    Organization’s Vision and Mission:

    Vision
    To be the catalyst for Holistic Growth of the State of Assam by powering Agriculture and Industry; lighting homes – rural and urban & generating internal resources for continually improving Technology & Delivery System to induce Customer Delight.

    Mission
    Our Commitment is to make Assam Power Distribution Company (APDCL) the pride of ASSAM. According to the employees of APDCL, the following 15 KEY TASK AREAS should be undertaken to achieve Our Mission:

    • Advanced planning for procurement of electricity to cater to the consumers according to demand
    • Enhancing the capacity of the electrical sub-divisions and distribution networks by investing in infrastructure
    • Expanding the distribution network to supply power to all the villages
    • Increasing awareness among the consumers about economic use of electricity
    • Replacement of Electro-Mechanical Meters with Electronic Meters
    • To give emphasis on 100% Revenue collection, energy audit and error-free billing
    • Engagement of Franchisee to improve the services to the consumers
    • To set up Vigilance Cell to detect unauthorized use of electricity
    • Training the employees for consumer-friendly behaviour
    • To set up state-of-the-art customer care centre and carry out consumer indexing
    • Strong resolve for financial discipline
    • Take proper steps to increase faith among consumers
    • Proper planning for an effective HT/LT Ratio
    • To reduce AT&C Losses by augmenting 1-Ph lines wherever required
    • Installation of underground cable in lieu of overhead lines

    Statement of services provided:

    APDCL is currently providing electricity to more than 33 Lakhs consumers throughout Assam along with major industrial centers situated in Assam such as Hindustan Paper Corporation Limited (Badarpur), Cement Corporation of India (Bokajan), Brahmaputra Gas Crackers & Petrochemicals Limited (Dibrugarh) etc.
    Moreover, APDCL has taken various initiatives towards sustainable development such as new and renewable energy projects (solar & wind), energy efficiency program (distribution of LED at subsidized cost) etc.
    The details of various services provided by APDCL are mentioned below:

    WhatHowWhereIntended Purpose
    Tariff related informationOffline / OnlineConsumers can collect tariff booklet from our sub-division offices by paying a nominal fee Or they can visit our official website www.apdcl.orgTo provide information on tariff rates charged by APDCL for different categories depending on the purpose and connected load
    Payment of electricity billsOffline / OnlineConsumers can pay their bills at cash counters of respective sub-divisions or customer service centers (if available) or they can pay online at www.apdcl.orgPayment of bills
    Recharge of prepaid metersOffline / OnlineConsumers can recharge their prepaid meters at the sub-divisions or they can recharge online at www.apdcl.orgRecharge of meters
    Registration of new connectionOffline / OnlineProspective consumer can register for a new connection the respective sub-divisions or customer service centers (if available) or they can register online at www.apdcl.orgRegistration of a new LT connection
    New Service connectionOffline / OnlineThe consumers will have to visit the concerned sub-division after registering in offline or online mode For HT Connection, consumers are not required to register, they can directly apply at the respective sub-divisions offices Moreover, business entities can apply online through the EODB portal at www.easeofdoingbusiness inassam.inAfter the registration process is completed (offline or online mode), the concerned sub-division will intimate the consumer about the next steps involved such as joint feasibility study, payment of various costs etc.
    Change in existing connection such as Name change, load change etc.OfflineConsumers will have to visit the concerned sub-division for their required change.The sub-division office will intimate them about various test reports, costs involved etc.
    Energy calculatorOnlineThis facility is available online at www.apdcl.orgIt helps the consumers to compare the energy consumption of various electrical equipment installed at their premises and take necessary steps to reduce / optimise their electricity consumption
    24x7 centralized customer care centerOffline / Online / TelephoneConsumers can call at ‘1912’ from their mobile / landline phones Or they can give complaint at local fuse-off call centers / Complaint Both Or they can mail at support@apdcl.org for online payment related queriesTo address various types of complaints / suggestions from consumers regarding power supply, voltage related issue, billing / payment information, power theft reporting etc.
    Power theft / Misuse reportingOffline / online / TelephoneCitizens can contact at our sub-division /division/circle offices Or they can report directly at www.apdcl.orgConcerned citizens can report about any power theft / misuse incident at all offices under APDCL. This will help in penalizing such miscreants and help improve supply. Confidentiality will be maintained about the informants.
    Projects / SchemesOffline / OnlineConsumers can contact at our sub-division /division /circle/HQ offices Or they can visit at www.apdcl.orgConsumers / Citizens can request for various projects / scheme related information going on his locality or any other place of Assam

    The details about various online services offered by APDCL are given below:

    1. General information about tariff
      • This section deals with category wise tariff information. The consumers can compare tariff rates charged by APDCL for different categories depending on the purpose and connected load of the connection.
    2. Payment / viewing of electricity bill
      • The consumers can view and pay their bills online at our official website www.apdcl.org. Moreover, the registered consumers have some additional advantages such as comparison of monthly consumption history, downloading of duplicate receipts etc. They are also entitled to get monthly SMS related to billing, payment etc. and get their monthly bills through e-mail.
    3. Recharge of prepaid meters
      • The consumers which are having prepaid meters can recharge their meters at our official website www.apdcl.org. They can generate vending codes for the meters and can also check the recharge history.
    4. 24x7 centralized customer care center
      • APDCL has established a CCCC (Centralized Customer Care Center) at Guwahati and Cluster Customer Care Centers at various locations across Assam. This facility is available 24x7 for all consumers of APDCL. (Presently for urban areas only. Facility for Rural areas is expected to started shortly)
      • The consumers can avail the following facilities through CCCC:
        1. Complaints about non-availability of electricity / low voltage / voltage fluctuations etc.
        2. Information / Complaint regarding monthly bills / recharge of prepaid meters etc.
        3. Reporting theft / misuse of electricity
        4. Intimating the authorities about electrical accidents etc.
        5. General information about various schemes of APDCL
        6. Any other issues as deemed necessary related to APDCL
    5. Availability of all required forms, documents contributing towards ease of doing business
      • The consumers can download and print all application forms / registration forms etc. from our official website www.apdcl.org for free. Moreover, the checklist of documents required as well as various fees to be paid for a new connection and other facilities are also available in the website.
    6. Registering new service connection facility (available for LT consumers presently with Connected load < 20 KW)
      • Facility has been provided to the prospective consumers of APDCL in online mode through our official website www.apdcl.org. The applicants can register their connection without coming to our sub-divisions by paying the registration fees. After verifying the initial details, the concerned sub-division office will intimate the applicant about the next steps such as feasibility study, amount to paid etc.
    7. Energy Calculator for comparing power consumption of various equipment
      • This facility helps the consumers to compare the energy consumption of various electrical equipment installed at their premises. The consumers can compare the details and take necessary steps to reduce / optimise their electricity consumption. This will not only help in reducing their monthly electricity bill amounts but also in conserving energy.
    8. Details of projects executed under various schemes of Central Govt. and State Govt.
      • The consumers can check the progress of various projects undertaken in APDCL under different schemes of Central Govt. and State Govt. This is available under the “Projects” section in the official website www.apdcl.org
    9. Other miscellaneous information about the organization
      • The consumers can check other details of the organization too in the official website www.apdcl.org such as Annual Statement of Accounts, Performance Reports, White Papers, Acts, Policies, Contact details of important persons etc.

    Commitment to Standards:

    Assam Power Distribution Company Limited (APDCL) provides an essential service to the people of Assam. In carrying out the work of supplying power, APDCL reaches every part of the state. The company is serving the people of Assam with a consumer base of more than 33 lakhs. This is growing year by year.
    APDCL has been striving hard to improve its efficiency and performance and to give quality services to the consumers. APDCL has initiated various reform processes- both structural and operational- by reducing the transmission and distribution losses, providing Information Technology solutions and improving overall performance.

    Access to information regarding Procedures/ instructions/ cost /charges etc:

    Details & information on the activities of the Organization as well as services offered is available at APDCL’s website www.apdcl.org

    1. Flow chart for obtaining a new LT connection. (Low Tension Consumers having connected load
    2. Flow chart for obtaining a new HT connection. (High Tension Consumers having connected load >50 KW)
    3. Flow chart for obtaining a new EHV connection. (Extra High Voltage Consumers which take power above 33000 Volts Level)
    4. Checklist of documents for obtaining a new LT connection.
    5. Checklist of documents for obtaining a new HT connection.
    6. Details of cost / charges required in obtaining a new connection.
    7. Timeline for releasing a new connection.
    8. How to pay Electricity Bill online?
    9. How to recharge prepaid consumer meters online?