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Customers> Bhiwandi> Call Center

  1. What is the process for getting New Connection?
  2. From where can a customer get the test report required for new connection?
  3. Where do I get an affidavit / stamp paper from?
  4. What is Security deposit and why do I have to pay Security Deposit?
  5. From where can I get the status of my new connection application?
  6. What is the process for Load Extension / Reduction?
  7. What is the process for Meter Shifting?
  8. What is the process for Name Change?
  9. Do I need to apply for name change if there is a minor correction (spelling mistake) required in my name?
  10. I want to request Permanent Disconnection (PD)… what should I do?
  11. Can I go for name change and load enhancement simultaneously?
  12. My meter has stopped / does not display anything, what should I do?
  13. My meter is burnt, what should I do?
  14. My meter is stolen / missing, what should I do?
  15. I have not received my bill, how do I pay my bill?
  16. How many duplicate bills can I take?
  17. Do you offer ECS payment facility???
  18. I want my bill to be debited directly from my bank saving account through ECS facility. Kindly tell me the process
  19. What things should I keep in mind when dropping a cheque in the drop-box?
  20. Do you accept outstation cheque?
  21. My service is disconnected, what should I do?
  22. What is the address of your Customer Care Center?
  23. If I have a concern, where do I register my complaint
  24. I do not have power at my place while all my neighbors have the supply…
  25. What is Power Factor?
  26. How do I correct my Power Factor?
  27. Details of Various Charges… as approved by MERC?

  1. What is the process for getting New Connection?
    For getting a new connection, please visit the nearest customer care center, fill the Requisition Form (RF) and submit the same along with below mentioned documents:

    1. Applicant’s passport size photograph,
    2. Ownership proof 
      • Registered sale deed
      • Or Partition deed or succession deed
      • Or deed of last will notarized
      • Or Valid Lease deed  with NOC from owner
      • Photocopy of latest House tax Receipt
    3. ID proof (any one of the following)
      • PAN Card
      • Passport
      • Voter ID
      • Driving License
    4. Test Report from LEC (Licensed Electrical Contractor).
    5. Undertaking on RS.100 Stamp paper regarding nil arrears on premises where supply is required (prescribed performa is available with help-desk)
    6. Following documents if applicable:-
      • Shop Act License (For Commercial & Industrial)
      • In case of partnership firm, partnership deed
      • In case of a limited company, memorandum, articles of associations, certificate of incorporation and list of directors – certified addresses.
      • Power Loom Permit
      • Capacitor – Test Report & Purchase Bill

    After submitting documents, site visit will be done from our side to check the status of premises where supply is required. If everything is found ok, further process will be carried.

    ***Note: Requisition Form (RF) can also be downloaded from our website www.torrentpower.com

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  2. From where can a customer get the test report required for new connection?
    Customer can get test report from any valid government licensed electrical contractor.

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  3. Where do I get an affidavit / stamp paper from?
    You may get the stamp paper from Tehsildar Office. Also an affidavit may me procured from the same place.

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  4. What is Security deposit and why do I have to pay Security Deposit?
    Security Deposit is the amount collected by the company as security against his electricity bill.
    • According to Electricity Supply Code, subject to the provisions of sub-section 5 of section 47 of the Electricity Act, the Distribution Licensee may require any person to whom supply of electricity has been sanctioned to deposit a security.

    • The amount of the security shall be an equivalent of the average of three months of billing or the billing cycle period whichever is lesser. For the purpose of determining average billing under this regulation, the average of the billing to the consumer for the last twelve months, or in case where supply has been provided for a shorter period, the average of the billing of such period shall be considered.

    • Where the Distribution Licensee requires security from a consumer at the time of commencement of service, the amount of such security shall be estimated based on the tariff category and contract demand / sanctioned load, load factor, diversity factor and number of working shifts of the consumer.

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  5. From where can I get the status of my new connection application?
    You can call our 24*7 toll-free helpline number 18002332255 or visit your nearest Torrent Customer Care Center and get the status of your application for new connection.

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  6. What is the process for Load Extension / Reduction?
    For change of Load, please visit the nearest customer care center, fill the Requisition Form (RF) and submit the same along with below mentioned documents:-

    1. Applicant’s passport size photograph
    2. ID proof (any one of the following)
      • PAN Card
      • Passport
      • Voter ID
      • Driving License
      • Ration Card
    3. Photocopy of latest House tax Receipt
    4. Test Report from LEC (Licensed Electrical Contractor).
    5. Copy of current paid bill
    6. Capacitor – Test Report & Purchase Bill (applicable to industrial consumers load > 27HP & Commercial consumers load >20kW)

    After submission of documents, further process will be carried.

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  7. What is the process for Meter Shifting?

    *** You may request for meter shifting within the same premise.

    Please apply for “Meter Shifting” through meter shifting request form available at the help-desk. The filled up form needs to be submitted with the below mentioned documents:
    1. Application for Shifting (prescribed performa)
    2. ID proof (Xerox of Pan Card / Voting card / Driving License)
    3. Copy of last paid bill

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  8. What is the process for Name Change?
    It is very important that the service at your premises is in your name.

    For change of name, please visit your nearest Torrent Customer Care Center, fill the Requisition Form (RF) and submit the same along with below mentioned documents:
    1. Applicant’s passport size photograph
    2. ID proof (any one of the following)
      1. PAN Card
      2. Passport
      3. Voter ID
      4. Driving License
    3. Ownership proof  (any one of the following)
      1. Registered sale deed or succession deed
      2. Deed of last will notarized
      3. Photocopy of latest House tax Receipt
    4. Following documents if applicable:-
      1. NOC (pre-defined format available with help-desk) on Rs.100 stamp Paper with signature of both consumer (Old & New)
      2. Indemnity bond ( if old consumer is not available – prescribed form available with the help-desk)
      3. Companies - Copy of memorandum of articles of association, list of directors along with residential address and telephone number
      4. Partnership Firm - Copy of partnership deed
      5. Proprietary Firm - Copy of registration of firm.
      6. Societies - Copy of development agreement

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  9.  Do I need to apply for name change if there is a minor correction (spelling mistake) required in my name? 
    No, for minor name correction (spelling mistake), consumer has to apply for name correction at nearest customer care center along with copy of a valid ID proof and ownership proof.
      1. ID proof (any one of the following)
        • PAN Card
        • Passport
        • Voter ID
        • Driving License
      2. Ownership proof (any one of the following)
        • Registered sale deed
        • Partition deed or succession deed
        • Deed of last will notarized
        • Valid Lease deed  with NOC from owner
        • Photocopy of latest House tax Receipt

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  10.  I want to request Permanent Disconnection (PD)… what should I do?
    A consumer may request permanent disconnection / closure of his service if he no longer requires the connection. Permanent Disconnection may be requested through “Meter Shifting Request form” available at the counter.

    Documents required for PD:
    1. Application for PD (prescribed form available at the help-desk)
    2. ID proof for verification (any one of the following)
      1. PAN Card
      2. Passport
      3. Voter ID
      4. Driving License
    3. Copy of last paid bill
    4. Any pending dues / last received bill have to be cleared.

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  11. Can I go for name change and load enhancement simultaneously? Yes, both the requests can be made simultaneously but through different applications...

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  12. My meter has stopped / does not display anything, what should I do?
    If your meter has stopped / does not display anything, you have to register a complaint with your nearest Torrent Customer Care Center or call our Call Center (toll free – 18002332255) and register a complaint. Please ensure to provide your contact no. and exact address with nearest landmark.

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  13.  My meter is burnt, what should I do?
    1. Please register a complaint with our Call Center (toll free – 18002332255) as soon as you notice that your meter has burnt.
    2. Once the complaint is registered, site survey will be conducted and a meter damaged memo will be issued.
    3. After the memo is received, you can pay burnt meter charges at our Customer Care Center.
    4. Once the payment is made, new meter will be installed at your premises.

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  14. My meter is stolen / missing, what should I do?
    1. If your meter is missing / stolen, please file an FIR for the meter with police.
    2. Then visit our Customer Care Center and register a complaint (copy of FIR should be attached to the complaint form)
    3. Pay applicable charges and a new meter will be installed at your premises

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  15.  I have not received my bill, how do I pay my bill?
    1. Collect your duplicate bill
      • You can obtain your duplicate bill from our Customer Care Centre or from Self-help-kiosk.
      • You can register for “Bill by e-mail” facility by visiting our website www.torrentpower.com and receive your bill by e-mail each month.
      • You can call our Call Center (toll free – 18002332255) and register for “Bill by SMS” option.
    2. Make payment
      • After collecting your duplicate bill, you may pay the same at our Customer Care Centers / Cash Collection Centers / Mobile Van.
      • You can make a payment even with “Billing SMS” received by you… just show the SMS at our counter and they will accept your payment.
      • Alternatively, you can register for ECS payment option and your monthly bill amount will automatically be debited to your bank savings account every month. For more details, contact 24*7 toll-free helpline number 18002332255.
    3. Register a complaint if you do not receive your bill every month
      • If you do not receive your bill every month, please register a complaint regarding the same with our Customer Care Centre / Self-help-kiosk or our Call Center (toll free – 18002332255).

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  16. How many duplicate bills can I take?
    You will be provided one duplicate bill per billing cycle for each service.

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  17. Do you offer ECS payment facility???
    Yes.

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  18. I want my bill to be debited directly from my bank saving account through ECS facility. Kindly tell me the process

    1. Collect ECS form from below mentioned address
      Torrent Power Limited
      (Accounts Department)
      Patel Building,
      Opp. Jain Mandir,
      Old Agra Road,
      Anjur Phata,
      Bhiwandi – 421 302

      (ECS application form can also be downloaded from our website www.torrentpower.com)
    2. Fill the form and get your signature verified with your bank.
    3. Submit the form at the above mentioned address
    4. You will be informed by our officials when your ECS facility is activated. For smooth functioning of ECS arrangement, please maintain sufficient balance in your account.

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  19. What things should I keep in mind when dropping a cheque in the drop-box?
    1. Cheque should be made in the name of: Torrent Power Limited
    2. Service no. & consumer’s contact no., name of bank account holder to be mentioned behind the cheque
    3. Cheque will be sent for clearance today if dropped before 3.00 pm

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  20. Do you accept outstation cheque?
    Yes – If payable at par at Bhiwandi.

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  21. My service is disconnected, what should I do?
    Your service is usually disconnected due to Non Payment of bills.
    • Please clear your pending dues; if any.
    • Additionally, you have to pay reconnection charges (Rs.25 for single phase meter / Rs.50 for three phase…)
    • Once the charges are paid, your service will be reconnected within 24 Hrs.

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  22.  What is the address of your Customer Care Center?
    • RK Center - Kalyan Naka, Bhiwandi
    • Patel Building Customer Care Centre – Anjurphata, Opp. Jain Temple, Bhiwandi

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  23. If I have a concern, where do I register my complaint
    • You may register a complaint at your nearest Customer Care Center / Self-help kiosk or with our Call Center (toll free – 18002332255)…

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  24. I do not have power at my place while all my neighbors have the supply…
    1. Please call our Call Center at 1800 233 2255 and register a complaint.
    2. A technician will then be sent to your place to resolve the concern.
    3. Your concern will be resolved within 2 - 4 hrs

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  25. What is Power Factor?
    Power factor is the ratio of working power (kW) to Apparent Power (kVA).

    PF = KW / KVA

    As stated in Electricity Supply Code average power factor for the billing period is indicated on your monthly bill.

    Following method is adapted for calculation of average power factor during the billing period

    Average Power Factor = Total (kWH) / Total (kVAh)

    kWH and kVAh values are available on your bill.

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  26.  How do I correct my Power Factor?
    One way to improve Power Factor is to add appropriate capacitors to the system. Installing capacitors decreases the magnitude of reactive power thereby increasing Power Factor.

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  27. Details of Various Charges… as approved by MERC?

Security Deposit

Revised SD for LT
Category Load Unit Implemented SD per Kw / HP
I. UBA
(A) LT-I ( 1 room kitchen) per Kw 500
(B) LT-I (2 room kitchen) per Kw 1000
(C) LT-II Commercial area upto 50 sq. feet) per Kw 1100
II. LT-I (Domestic)
(A) Single phase per Kw 500
(B) Three phase per Kw 800
III. LT-II Non Domestic ( except Cinema)
(A) 0-20 Kw    
(i) Educational Institutions & Hospitals) per Kw 1600
(ii) Others per Kw 1600
(B) 20-50 Kw per Kw 1900
(C) Above 50 Kw per Kw 2200
IV. LT-II Non Domestic - Cinema
(A) 0-20 Kw per Kw 2500
(B) 20-50 Kw per Kw 2500
(C) Above 50 Kw per Kw 3300
V. LT-III Public Water Works
(A) 0-20 Kw per Kw 700
(B) 20-40 Kw per Kw 900
(C) 40-50 Kw per Kw 1200
VI. LT-IV Agriculture
(A) 0-3 HP per HP 250
(B) Above 3 HP per HP 300
(C) Poultry per HP 500
VII. LT- V Industries ( Other than Powerloom)
(A) 0-27 HP per HP 1000
(B) Above 27 HP per HP 1500
VIII. LT- V Industries ( Powerloom)
(A) 0-27 HP per HP 800
(B) Above 27 HP per HP 800
IX. LT-VI Street Light
(A) Gram Panchayat, A, B & C Muncipal Council Area per Kw 1200
(B) Municipal Corporation per Kw 1400
X. LT-VIII Advertisements & Hoardings per Kw 7500
XI LT-IX Crematorium & Burial Grounds per Kw 500


Schedule of rates
SCHEDULE  OF  RATES
SERVICE  CONNECTION  CHARGES  FOR NEW UNDERGROUND  CONNECTION
Sr. no CATEGORY Approved by MERC(Rs)
1

L. T. Supply

(Inclusive of material Cost of MSEDCL)
Single Phase.
a.

For load upto 5 kW

2000
b.

For load above 5 kW & upto 10 kW

4000
Three Phase.
a.

Motive power upto 27 HP or other loads

8000

 

upto 20 kW

b.

Motive power above 27HP but upto 67 HP

14000

 

or for other loads above 20 kW but upto

 

50 kW

c.

Motive power above 67 HP but upto 134

30000

 

HP or for other loads above 50 kW but

 

upto 100 kW

d.

Motive power above 134HP but upto 201

45000

 

HP or for other loads above 100 kW but

 

upto 150 kW

2 H. T. SUPPLY  
a.

H. T. Supply upto 500 kVA.

175000
b.

H. T. Supply above 500 kVA.

195000
As per Commission's order dated September 8, 2006 (Case No.70  of 2005)
             The normative rates approved are inclusive of material cost.


Miscellaneous & General Charges

MISCELLANEOUS  & GENERAL CHARGES

Sr.no

Particulars

Approved by MERC(Rs)

1

Installation Testing Fees

 

Low Tension Service

 

a) Single phase

25

 

b) Three phase

50

 

c) High Tension Service

200

2

Reconnection Charges

 

Low Tension Service at Cutout:

 

a) Single phase

25

 

b) Three phase

50

 

At overhead mains:

 

a) Single phase

25

 

b) Three phase

50

 

At underground mains:

50

 

High Tension Supply:

300

3

Changing location of meter within same premise at consumer request

100

 

4

Testing of meters

 

 

 

a) Single phase

100

 

b) Polyphase meter/RKVAH meter

300

 

c) LTMD (with or without CTs)

500

 

d) Trivector meter

500

5

Replacement of meter card for HT Consumers

NIL

6

Administrative charges for cheque

Rs. 250/-

 

Irrespective of  cheque amount

7

Temporary Supply  -- Hiring of Meter Charges

 

 

a) Single phase

NIL

 

b) Three phase

NIL

 

*--Inclusive of material,labour and all other costs etc.

 

 



Application Registration & Processing Charges

Application Registration & Processing Charges

Sr.no

Particulars

Approved by MERC(Rs)

1

New connections/Change of name/Reduction or Enhancement of Load/Shifting of service/Temporary connection

 

 

 

a) Single phase

25

 

b) Three phase

50

 

c) LT(Agriculture)

50

 

d) HT supply upto 33kV

1000

 

e) EHV Supply

2000


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