Centre may introduce annual service-based ratings for power utilities

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,”