BERC Proposes New SOP Rules To Improve Consumer Power Services In Bihar

The Bihar Electricity Regulatory Commission (BERC) has released a draft of the “Standard of Performance of Distribution Licensees (SOP) Regulations, 2026” to improve the quality, reliability, and efficiency of electricity services across the state. Issued on May 5, 2026, the proposed regulations aim to strengthen consumer rights by introducing stricter service standards, automatic compensation mechanisms, and improved complaint-handling systems for electricity consumers in Bihar.

One of the key highlights of the proposed regulations is the provision for automatic compensation to consumers in cases where distribution companies fail to meet prescribed service standards. The compensation system will apply to service failures that can be monitored remotely, including power supply interruptions, delays in providing new electricity connections, and billing-related issues. According to the draft, if a consumer faces an extended power outage beyond the specified limit or if a faulty electricity meter is not replaced within the prescribed timeframe, the concerned distribution licensee will have to compensate the consumer automatically.

The regulations specify timelines for replacing defective meters, with urban consumers expected to receive replacements within 24 hours, while rural consumers must receive the service within 72 hours. To make the compensation process easier and more transparent, distribution companies will be required to establish an online platform within six months where consumers can register complaints and claim compensation amounts.

The draft regulations also prescribe strict timelines for providing new electricity connections. In metropolitan areas, new connections where no network extension is required must be released within three days. In other urban areas, the timeline has been fixed at seven days, while rural consumers must receive connections within 15 days. The move is expected to reduce delays and improve service delivery standards in both urban and rural regions.

To monitor the quality and reliability of electricity supply, BERC has also introduced reliability indices such as SAIFI and SAIDI, which measure the frequency and duration of power outages. The Commission has proposed different monthly limits for municipal, urban, and rural areas to ensure better monitoring and accountability of distribution companies.

The proposed regulations further emphasize improving consumer support systems. Distribution licensees will be required to establish centralized 24/7 toll-free call centers within six months to address consumer grievances efficiently. They will also need to implement Customer Relation Manager (CRM) systems to provide a unified platform for handling service requests, online status tracking, and automatic escalation of unresolved complaints.

In a consumer-friendly initiative, the draft regulations include special provisions for senior citizens. Distribution companies will be required to provide doorstep services for essential activities such as submission of applications and payment of electricity bills.

BERC has invited comments, suggestions, and objections from stakeholders and the general public on the draft regulations. Written feedback can be submitted to the Commission’s office in Patna until May 27, 2026. A public hearing on the proposed regulations has also been scheduled for June 9, 2026, before the rules are finalized and officially notified.