Is it mandatory to apply through an Electrical Contractor?
No. It is not at all mandatory to apply through an Electrical Contractor. You may directly approach our commercial department in your zone and they will assist you in completing the necessary formalities.

What is an Installation Test Report and where can I get it?
Installation Test Report is a certificate issued by the Licensed Electrical Contractor confirming that the installation wiring is as per specified standards.

A blank Installation Test Report is available free of cost at all our zonal offices and can be downloaded from the Torrent Power web site: www.torrentpower.com

What is the procedure to get an extra meter?
You can get an extra meter for a different tariff on the same name. All you need to do is submit a Requisition Form for extension of load at your respective Torrent Power Zonal Office. Please refer to the detailed Information Guide on Fixed Service Line charges for more details.

Does Torrent Power install the meter inside the premises?
Torrent Power does not install the meters within the customer premise as it not only causes inconvinineance to the customers but also hampers the smooth functioning of the technical staff. The technical team of Torrent Power is required to periodically access the meter for reading, checking installation, for repairs & other work. For this purpose the meters are installed at a location outside the customer premise that is easily accessible without disturbing the customer.

Can we install our own meter inside our house?
You can install your own meter inside your premises for your reference at your own expense. However billing will be calculated only on the basis of the Torrent Power meter.

How do you ensure that I have received the bill? How do I get a duplicate bill?
Bills are prepared and dispatched each month on a specific date Please ensure that your billing address is correct. Torrent Power has its own staff for the purpose of bill distribution and hence the chances of your not getting your bill are rare.

In the rare event of not receiving your bill, you may contact our Zonal office and collect the payment stub in lieu of the bill, in person or alternatively call our helpline number 22551912 or 155333 and get details of your bill.

How does your billing system work?
After your meter is connected, Torrent Power classifies your service into a unique Group and lot for the purpose of billing. This group and lot mentioned on the top left corner of your bill, determines the date and month in which your meter will be read. Once the meter reading is done, the same is processed and the bill is printed. This printed bill is delivered by our bill distributors.

Can I add, change or delete the address? If I need to receive a bill at a place other than the one for which it is charged, can I get the bill at the other place?
For making any changes in your billing address or if your billing address is different from the site address, please visit your respective Torrent Power Zonal Office and submit an application to the Accounts department for the same.

Why is it that sometimes two bills of the same consumer show a lot of difference in thebilled amount? Does Torrent Power revise bills in case of errors?
Torrent Power bills are based on meter readings, which reflect actual consumption of power. The difference in two bills may be due to seasonal variations, developed reading, wrong reading or defective meter. In case of billing errors, corrective actions are initiated.

Why is it that sometimes a bill says "Meters could not be read; Assessed bill"?
This can appear if either the cabin or the premises were locked, or it was not possible to read the meters. However, if the meter is unread, the consumer gets a bill, which is based on his previous billing pattern and could be comparatively lower or higher. The corrective adjustments for the same are made in the next bill.

I have received a huge bill; can I pay it in installments?
Generally, we do not accept payment in installments. However, you may contact our Recovery Department officials for the same.

What security deposit do I have to pay?
Security deposit is charged per kilo Watt or per Horse Power as under -

Residential	Rs 200 upto 1 kW of connected load and Rs.100 for each subsequent 0.5 kW or part thereof.
Other than Residential	Rs 500 upto 1 kW of connected load and Rs.250 for each subsequent 0.5 kW or part thereof
Motive Power Loads	Rs 250 per 0.5 BHP connected load or part thereof.

If my consumption is in higher tariff slab, do I have to pay for all units consumed at the highest rate?
No. Slab benefits are available to all customers. So even if your consumption is greater than 200 units per month, you will get the benefits of the lower tariff rates at lower slabs.

My two meters have been combined into one. How will it impact my bills?
Even in the past, for a consumer having two meters, the units consumed by each of the meters was combined and tariff applicable was based on the total units combined by the two meters. For eg: When there are two meters showing consumption of say 70 units and 44 units each, at the time of the billing, these units are combined and tariff is applicable to 114 units.

With these two meters being replaced by a single meter you will be billed on the total units consumed which is same as in the earlier case. There would be therefore no change what so ever in the total bill amount if two meters were replaced by one meter.

I have surrendered my meter. Can I get my security deposit back?
You may do so by submitting an application for the same at our zonal office along with the original security deposit receipt.

What are the refunding practices in case of Security Deposits?
We refund security deposit on submission of original receipts after removal of the service. In case original receipt is not available you may contact our zonal Office for further assistance.

How long does it take to refund Security Deposits?
The refund of Security Deposit is done within a month; however, the same may vary in certain cases.

Under what circumstance is my connection liable to be disconnected?
If you do not pay the bill within 15 days of serving the notice, your supply will be disconnected. Reconnection will be done on payment of outstanding amount, along with reconnection charges and additional security deposit, if required.

How do I register my complaint?
You can register your complaints by calling the Torrent Power Call Centre on 22551912 or 155333. Alternately you can register your complaints at the Torrent Power mobile van when it visits your locality or visit your nearest Zonal Office.

What is way-leave and Indemnity form?
A Way Leave form is to be submitted duly signed by the applicant / land owner / owner of the structure which allows Torrent Power to excavate and lay the cable and connecting new meter in their respective property and also allows us to give supply to other applicant from your service/ meter cabin.

Indemnity allows Torrent Power on applicant's request to shift cables via the alternative route, to disconnect supply during the period of shifting and to reinstate the excavated portion at a cost borne by the applicant.

Can bills be paid partly by cash and partly by cheque?
We accept only full payment by cash or cheque.

Amounts less than the bill will be accepted at our counters, subject to authorization by appropriate authorities. Please visit your zonal customer center for the necessary correction. Please carry an original copy of your bill.

Can I pay the bills through outstation cheques?
Only cheques payable through RBI Ahmedabad local clearing are accepted.

Can I issue post-dated cheque?
Torrent Power does not accept post-dated cheques. It is advisable not to issue a post-dated cheque, as the same might not reflect in your next bill.

Why does 'Pay by Demand Draft or Cash' appear on the bills?
In cases where the cheque submitted by the customer gets dishonored, he is required to pay the bill by cash or demand draft.

Can we pay in excess of the bill amount?
Yes. You can definitely do so, however, do inform the cashier about the higher amount paid.

My payment has not been accounted in the energy bill.
In this case it is important to note when the payment was made -

If the payment was made after the date of payment accounted in the current bill, this will reflect in your next bill. If you have paid the last bill in full, then please take the receipted bill with the new bill to our zonal office and the cashier will accept payment of the difference.

If the payment was made within the due date, and the payment is not reflected in the system, you will have to contact the officer of the zonal cash department with proof of payment i.e. details like photocopy of bank statement, along with receipt of paid bill. Necessary action will be taken to ensure that the status is updated expeditiously.

My meter has burnt / is faulty, what should I do?
Do you have supply in your premises at present? If you do have supply, then lodge complaint under Faulty / burnt meter at our helpline number 22551912 or 155333. If supply is not available at your premise, log your complaint at our helpline 22551912 or 155333 as a no power complaint.

Your complaint will be registered in our system and a complaint number will be given to you. Subsequently our linesman will visit your premises and will certify the meter status and he will give you faulty meter slip accordingly. Submit this slip at the Zonal customer centre along with the necessary payment for the applicable charges.

Note: Torrent Power does not charge its customer if the meter is burnt within 3 months of installation.

Do you give concessions in existing tariff? If yes, to whom and how much?
The tariff schedule indicates the rate along with the rebate for different categories of consumers.

How much interest do you pay for the security deposit? When is the interest credited in our account?
We presently pay interest at the rate of 5.5% per annum bank rate + 1.1% as directed by GERC. This amount of interest is credited in the electricity bill received in the month of June or July every year.