Nepra raises service, safety standards for Discos, K-Electric

ISLAMABAD: In a significant move to improve the quality and reliability of electricity distribution across Pakistan, the National Electric Power Regulatory Authority (Nepra) has introduced updated performance standards for the country’s power distribution companies (Discos), including the privatised K-Electric.

Issued under the Nepra Performance Standards (Distribution) Regulations, 2024, these new regulations emphasise operational excellence, consumer satisfaction, transparency, and accountability. The regulations form a comprehensive framework, crafted under the Pakistan Electric Power Act of 1997, and apply to all Discos, which will now be held to higher standards for reliability and service quality. Nepra has invited public feedback on this draft within a month.

Nepra’s framework outlines two main performance categories for Discos: Guaranteed Performance Standards (GPS) and Overall Performance Standards (OPS). The GPS establishes specific timelines for addressing individual service requests, such as repairs, outages, and technical assistance. For instance, urban consumers experiencing fuse-related power interruptions must have their issues resolved within four hours, while rural consumers should see resolutions within eight hours. If companies fail to meet these deadlines, affected customers will receive compensation credited directly to their electricity bills. Other incidents like line breakdowns, cable repairs, and transformer malfunctions must also be addressed within regulated timeframes to prevent delays in power restoration.

The OPS focuses on the overall reliability and safety of power distribution networks. These standards require companies to achieve targets in minimising both the frequency and duration of outages, particularly in high-demand urban areas. Discos are expected to invest in infrastructure upgrades and maintenance to keep power interruptions to a minimum. The standards also mandate maintaining voltage fluctuations within a ±5% range to ensure stable power quality.

To enhance customer service and expedite issue resolution, NEPRA requires companies to develop a Consumer Facilitation Application (CFA) within the next 12 months. This platform will allow customers to file complaints, track progress, and receive updates in real-time. Through the CFA, consumers can report issues such as voltage fluctuations, faulty meters, and connection delays. The platform also aims to improve transparency by allowing NEPRA to monitor complaint data in real time and assess companies’ adherence to service standards. The regulations further establish a clear protocol for handling consumer disputes, ensuring complaints are managed promptly and fairly.

The 2024 regulations also prioritise public and employee safety. Discos must adhere to the Power Safety Code, which provides guidelines for equipment safety, maintenance practices, and worker protection. Nepra will enforce strict safety protocols, particularly following any incidents that result in injuries or fatalities. Discos are required to report safety-related incidents immediately, including details such as the time, date, and cause, along with steps taken to prevent future occurrences. Nepra will review these reports and may impose fines or demand compensation for any safety violations.

To ensure compliance, Nepra mandates that Discos submit quarterly and annual performance reports covering complaint resolution timelines, outage statistics, and other performance indicators. Nepra may conduct independent audits and, if necessary, impose penalties or order compensation payments for non-compliance. The regulator also retains the authority to carry out spot checks and third-party performance audits, guaranteeing adherence to service and safety standards.