By S&S Co. Advocates & Solicitors · Published 14 May 2026 · Informational content, not legal advice. See our disclaimer
The Duty to Supply on Request
Section 43 of the Electricity Act, 2003 casts a statutory duty on every distribution licensee to supply electricity to the owner or occupier of any premises within its area of supply, on request, within a prescribed period. This "universal service" obligation is one of the foundational consumer-protection features of the distribution licensing framework, and is not conditional on the licensee's own commercial convenience or network capacity constraints, except in the limited circumstances the Act and applicable regulations recognise.
Timelines for New Connections
State Electricity Regulatory Commissions prescribe specific timelines within which a distribution licensee must provide a new connection once a complete application and the requisite charges have been received: these timelines vary by load category and by whether the connection requires network augmentation, but a licensee that fails to meet them without adequate justification exposes itself to compensation liability under the applicable Standards of Performance regulations.
Standards of Performance and Compensation
Most states have notified Standards of Performance (SoP) regulations that fix specific service parameters (connection timelines, restoration time after an outage, meter replacement timelines, response time to billing complaints) and prescribe automatic compensation payable to the consumer where the licensee fails to meet the prescribed standard, often without the consumer needing to separately prove loss.
Grounds a Licensee Can Legitimately Rely On
A distribution licensee is not without defences: genuine network capacity constraints requiring augmentation before a connection can safely be given, non-payment of requisite charges by the applicant, or non-compliance with wiring and safety norms are all legitimate grounds for delay or refusal, provided the licensee communicates the specific ground in writing within the prescribed period rather than allowing the application to lapse without a reasoned response.
Escalation: Grievance Redressal Forums and the Ombudsman
A consumer whose connection request is unreasonably delayed or refused can approach the licensee's internal Consumer Grievance Redressal Forum (CGRF) in the first instance, and, if dissatisfied, escalate to the state Electricity Ombudsman. Persistent or systemic non-compliance by a licensee can also be raised before the State Electricity Regulatory Commission itself, which retains regulatory oversight over the licensee's performance against its universal service obligations.
Frequently Asked Questions
Can a distribution licensee refuse a new connection application?
Only on legitimate grounds such as genuine network capacity constraints, non-payment of requisite charges, or non-compliance with wiring and safety norms, and the licensee must communicate the specific ground in writing within the prescribed period.
What are Standards of Performance (SoP) regulations?
State-notified regulations fixing specific service parameters, such as connection and fault-restoration timelines, with automatic compensation payable to the consumer where the licensee fails to meet them.
Where can a consumer complain about a delayed connection?
First to the licensee's own Consumer Grievance Redressal Forum, and if unresolved, to the state Electricity Ombudsman; systemic non-compliance can also be raised before the State Electricity Regulatory Commission.
Is the duty to supply electricity absolute?
No. It is qualified by legitimate grounds such as network capacity constraints and non-compliance with charges or safety norms, but a licensee must justify any refusal or delay rather than simply not responding.
References & Further Reading
This article references the following statutory provisions. Readers should always verify current rules, fees and timelines against the applicable statute and rules as amended, since these are revised from time to time.
- Electricity Act, 2003, Section 43.
- Applicable State Electricity Regulatory Commission Standards of Performance regulations.
- Applicable State Electricity Regulatory Commission Consumer Grievance Redressal Forum and Ombudsman regulations.