Information for Electrical Supply: For Customers 

 

1. New Supplies
2. Additional Load
3. Network Receding
4. Producers Connection/ Photovoltaics
5. Connection
6. Disconnection
7. Reconnection
8. Account Changes
9. Cashier Section
10. Account Adjustments

 

  

Applications

Applications are divided into the following categories:

• New supplies
• Supply of additional load
• Resiting of network
• Connection of generators / photovoltaic cells

For all applications the following procedure is applicable:

• The customer completes the relevant form for service supply which is handed to the Customer Service Centre together with the relevant documents mentioned in the second page of the said form.
• The customer’s application together with the other relevant documents is forwarded to the Drawing Office for categorization of the route it must follow. See application form. The route to be followed is described below.

 

(1)   New Supplies

• If network exists:

(a)  the load is small (up to 40A (1-phase) or 30A (3-phase) – for normal supply, not storage heating)

- Application is forwarded to the Installation Inspectors so that a site investigation is carried out or if details are given to prepare the investigation form.

- If there is no technical problem, the application will be forwarded to the Customer Service Department for the issue of terms for electricity supply. If there is a technical problem it will be forwarded for preparation of the relevant scheme and then for the issue of terms.

- After acceptance of terms by the customer and payment of the requisite amount, the licensed electrical contractor of the customer will submit to the Installation. Inspectors, plans for the testing and inspection of the installation.

- After the inspection and provided that the inspection proved that no repairs were necessary, the customer will come to one of the Customer Service Centers of EAC in order to complete the relevant application card for electricity supply and connection of the service lime by the service installers follows.

 (b)  the load is large (greater than 40 A (1-phase) or 30A (3-phase) or load for storage heating)

- The application will be forwarded for the relevant scheme to be carried out. If the load is approved them the procedure outlined in paragraph (a) above is followed. If a scheme needs to be prepared then procedure is as per the next paragraph.

 

• If extension/ reinforcement of network is required

-The application will be forwarded for the relevant scheme to be prepared and costing to be carried out.

- After that it will be forwarded to the Programming Department for the necessary wayleaves and Government approvals (where applicable).

- The issue of terms by the Customer Service Department follows. After that the procedure outlined in paragraph 1(a) above is followed.

 

(2)   Supply of additional load

(a) the load is small (or up to 40 (1-phase) in total or 20A (3-phase) additional load) – except storage heating load.

- The application will be forwarded to the Installation Inspectors so that a site investigation is carried out or if details are given to prepare the investigation form.

- If there is no technical problem the application will be forwarded to the Customer Service Department for the issue of terms for electricity supply. If there is a technical problem it will be forwarded for preparation of the relevant scheme and then for the issue of terms.

- After acceptance of terms by the customer and payment of the requisite amount the licensed electrical contractor of the customer will submit to the Installation Inspectors, plans for the testing and the inspection of the installation.

- After the inspection and provided that the inspection proved that no repairs were necessary the customer will come to one of the  Customer Service Centres of EAC in order to complete the relevant application card for electricity supply and connection of the additional load will follow.

 (b) The requested additional load is large.

- The application will be forwarded to the Planning Department for assessment / approval or for carrying out the requisite study.

-  If a scheme is necessary, after its completion it will be forwarded to the Programming Department for the necessary wayleaves and Government approvals where necessary. The scheme will then be forwarded for the issue of terms and then the procedure under 2(a) above will be followed.

- If the load is approved without the need of a scheme then the procedure under 2(a) above will be followed.

(3)   Resiting of Network

(a)   Simple cases e.g. resiting of a pole or a stay.

Theapplication will be assessed by the Planning Department and will be forwarded to the Construction Department for execution of the work.

 (b)  All other cases

- The application will be forwarded for scheme and costing to be carried out.

-  After completion, the scheme will be forwarded to the Programming Department for the requisite way leaves and Government approvals where necessary.

- Issue of terms by the Customer Service Department will follow and then the procedure outlined above.

 

(4)   Connection of Generators / Photovoltaic Cells

(a) Premises already electrified

- Application for connection of photovoltaic cells.

- Application is forwarded to the Drawing Office for issuing the necessary drawings –

- After that the application will be forwarded to the Installation

  Inspectors for a site visit.

- Issue of terms and acceptance by the customer follow.

- Copy of the terms/ interconnection/ acceptance of offer duly certified will be given to the applicant in order to present it to the Ministry of Commerce, Industry and Tourism in order to receive the relevant subsidy/ allowance.

- Submission of plans by the licensed electrical contractor of the customer for inspection. Following the inspection and provided nothing objectionable turned up the customer will come along to one of the Customer Service Centres of EAC in order to complete the relevant application card (EAC Form No 13) and sign the energy purchasing contract between EAC and the generator. Connection is then carried out by the service installers.

 (b) Premises not yet electrified (new supply) In this case two separate   applications need to be submitted:

- For permanent supply as provided for under paragraph 1(a) above.

- For photovoltaic cells as provided for under paragraph 4(a) above.

( c) Only photovoltaic cells without the need of supplying premises:

- In this case the procedure followed is as described under paragraph 4(a) above with the sole exception that the customer/ generator is called upon to bear 50% of the cost of connection network.

 

 

Customer Service Department

The Customer Service Department comprises the following Sections:

 

1.      Customer Service Centre (CSC)

2.      Issue of Terms

3.      New Connections / Disconnections / Reconnections

4.      Meter Reading

5.      Installation Inspection

6.      Street Lighting Maintenance (S/L)

7.      Stand By and extraordinary fault attendance service.

The Customer Service Department also provides Customer Service Centres (CSC) at selected points of the town and of the District for more direct service to citizens.

The main work at the above activities is as follows:

 1. Customer Service Centre (CSC)

• Information to customers
• Receipt of applications
• Handling of complaints/queries of customers regarding their service
• Customer’s Office – Box for complaints/suggestions

The following type of work is carried out only at the CSC of the Area Office:

• Preparation of letters to customers relating to:
• Forwarding of information/documentation needed
• Collection of additional information/documentation
• Updating on the progress of an application in the event of a problem
• Letter of refusal to an application for storage heaters
• Preparation of terms for connection of a generator using photovoltaic cells
• Re-issue of already approval terms
• Preparation of Report of indicators for the Regulating Authority (CERA)

 

2. Issue of Terms

•  Preparation and issue of terms for electricity supply to applicants in time with the approved policy and the Quality Assurance System.
• Acceptance of terms for electricity supply by applicants
• Preparation of Letters to the competent Authority regarding:
• Final Approval of parcellated building plots
• Final Approval of Building Permits for buildings with ground mounted Substations
• Refunds to customers
• Charges for violating the seals of fuses
• Charges for damage to EAC meters
• Charging customers for additional load under the expedited process
• Monitoring of the Maximum Demand of customers and review in accordance with their needs
• Preparation of letters to Head Office regarding refundable terms
• Advice to customers regarding tariffs

 

3. New Connections / Disconnections / Reconnections

     3.1 Connection of new customers

     3.2 Disconnection of customers and issue of final account

     3.3 Reconnections – Account Transfers without disconnection

 

3.1 Connection of new customers 

When the customer is a natural person he must bring along the following documents:

• Lease or Purchase agreement
• Identity card or passport

When the customer is a legal person (company) the following documents must be brought along:

• Certificate of Registration of the Company
• Certificate of shareholders of the Company and of the Managers
• Stamp of the Company
• Application for electricity supply duly signed on behalf of the Company by an authorised person legally representing the Company
• A guarantee document from the shareholders or a shareholder personally guaranteeing to pay any account of EAC in the name of the Company which remains unpaid. This document does not apply to public or off-shore Companies
• Lease or Purchase document

 

The amount of customer’s deposits, which came into effect as from 1st January 2012 is as follows:

CUSTOMER DEPOSITS AS OF JANUARY 1st 2012

 3.2 Disconnection of Customers and issue of final accounts

 3.2.1 At customers request

 When the costumer is a natural person he must proceed with one of the following two actions:

• The customer should sent a letter or a fax duly signed and giving all necessary information of his account
• The customer should visit the Office or the CSC of the Authority’s bringing along his identity card or his passport.

If the customer’s last bill is outstanding he must proceed with the settlement of his account and disconnection of the supply and issue of the final account will follow.

When the customer is a legal person it must proceed in one of the following two ways:

• Sent a letter duly signed and stamped on the Company’s letterhead giving all necessary information of its account
• A duly authorized representative of the company should visit the Office or the CSC bringing along his identity card (except a Manager or a shareholder who must bring along a certificate of shareholders or Managers and his own identity card)

If the customer’s last bill is outstanding this should be settled and disconnection and the issue of the final account will follow.

3.2.2 Due to non payment of account for electricity or due to illegal interference with the Authority’s installations

The Electricity Law gives the right to EAC to proceed with disconnection of the supply of electricity to all premises of the customer for which payment of electricity bills are outstanding beyond the time limits prescribed by the Law and/or the customer has illegally interfered with the Authority’s installations.

3.3. Reconnections – Account Transfers without disconnection

3.3.1 At customer’s request

The procedure outlined in paragraph 3.1 above is followed

3.3.2 Following disconnection of supply for non payment or illegal interference with EAC installations

In this case for the reconnection of the supply of electricity the customers should have first paid any amount due to the Authority including reconnection fees.

 

4. Meter Reading

•  Reading of the energy meters
• Recording of the consumption of bi-monthly customers (every 61 days)
• Recording of the consumption of monthly customers (every last working day of the month or every first working day of the month)
•      Use of portable electronic recorders for the purposes of recording the meter reading
• Management of meter reading zones
• Separation of the town, suburbs and villages into zones
• Further separation of zones into parts
• Processing of the recorded meter readings and their dispatch to the Electronic Processing Department for the issue and mailing of bills.
• Confirmation and/or correction of readings resulting in unusually low or high consumption
• Preparation of reports for damage to meters and/or stealing of electricity

In accordance with the Electricity Law CAP 170 the consumer is obliged to allow the officers and servants of the Authority to enter his premises at any reasonable time for the purposes of inspecting, checking, repairing or replacing any plant or electrical equipment belonging to the Authority, for recording the reading of the meter and for inspecting and testing the installation and the electrical appliances of the consumer. Any consumer intending to close his premises for a period longer than three months is obliged to inform the Authority accordingly.

Cases where there is a problem in recording the meter reading which must be avoided or be referred to the Authority for the purpose of finding an alternative solution:

•  Meter installed in the premises
• Meter situated in the staircase with the main entrance door shut
• Meter situated in a garage having a closed automatic door
• Meter situated in the basement which is of common use but which is closed
• Meter situated in a normal position but within fencing and high and closed gates
• Meter at normal position but with guard dog/s

 

5. Installation Inspection

• Provision of technical advisory service in connection with customer’s electrical installations
• Receipt of applications and electrical drawings from licensed Electrical Contractors
• Maintenance of a programme for inspection of electrical installations
• Testing, inspection and checking of electrical installations and appliances
• Connection and disconnection of electrical installations and appliances with the supply service of the Authority
• Investigation of cases of illegal connections and/or interference with the equipment or installations of the Authority in connection with stealing of electricity or other purposes
• Inspection of premises for the purpose of deciding the method of supply and/or for modifying the existing method of supply
• Estimation of the load of the customer’s electrical installations
• Installation of medium voltage meters for large consumers
• Installation of metering instrumentation for the needs of the Authority’s research programmes
• Recording of meter readings for large consumers and testing their correctness
• Management of the Registry of sealing pliers and instruments
• Handling of customer complaints:
• In connection with the accuracy of meters and installation of check meters where necessary
• For low voltage or other abnormalities in connection with the quality of the electricity supply

 

6. Maintenance of Street Lighting (S/L)

• Checking and Repair of street lighting as provided for in the relevant agreements with the Authorities concerned
• Schemes for the installation of S/L lanterns on existing network
• Accidents on S/L columns and reports for their replacement
• Meter reading of S/L meters

 The S/L Maintenance Section comprises:

• S/L Gangs working on shift
• Gangs which deal with the handling of consumer complaints and also assist the personnel working on shift

 

7. Stand by and extraordinary fault attendance service

• Provision of service in connection with interruptions of supply and/or other extraordinary repairs on the Authority’s installations following a relevant report by customers
• Operation of low voltage and high voltage switching devices
• Recording of information and load research

The Stand by Section is manned on a 24 hour basis daily with telephone operators for fault reporting in cooperation with the PCFR (telephone 1800) as well as with technician gangs for the rectification of faults affecting customers from 07:00 until 24:00

 

Financial Services Department

Introduction

The Financial Services of Central Area deal with the financial management of the Area. In brief, the basic activities of the financial services are as follows:

• Collection of accounts for electricity and for the terms for electricity supply.
• Handling of expenses.
• Handling of stocks of materials.
• Monitoring and collection of overdue accounts for electricity and Debit Notes for damage to the property of the Authority.
• Maintenance of a Registry and personnel matters.
• Building Maintenance.
• Preparation of financial statements and efficiency indicators.
• Preparation of various budget estimates, comparison with actual expenses and taking corrective action in order to prevent budget overruns.

Structure of the Financial Services

The Financial Services comprise the following Services:

(1) Accounts

(2) General Services

(3) Stores

 

(1)   Accounts

   (a) The accounts are made up of the following :

• Collection of accounts for electricity, of terms for supply, Debit Notes, bounced cheques, fees for reconnection following disconnection for non payment.
• Daily receipt of moneys and cheques from Cashiers and deposit in the bank.
• Audit of cashiers boxes and preparation of the relevant form for daily collections.
• Dispatch to the Consumer Section, Head Office, of all accounts / receipts and of the daily deposit form.
• Payment of receipts presented by EAC personnel (approved by their superior) from Petty Cash for the purchase of material for the needs of their jobs as well as payment of various allowances to eligible personnel.
• Refund of credit balances by the Petty Cash resulting from final accounts upto 170 euro to customers or drafting of a relevant payment order for the issue of a cheque by Head Office should the amount exceed 170 euro.

 

   (b) Change of Customer’s Record

The customer must visit the EAC Customer Service Centers or write a letter requesting change of his/her customer information e.g. wrong address of supply, change in telephone number, change of postal address etc.

The change is curried out by an authorized employee of the Area Customer Service Department through the Customer Care & Billing System.

 

   (c) Revision of Accounts

EAC proceeds with revision of bills for electricity in the following cases:

• When the meter reading recorded by the Meter Reader was wrong.
• When the meter is situated in closed premises (in accessible) and the electricity bill was issued on the basis of an estimation, and after that the meter reading was made possible following an arrangement with the customer.
• When there was stealing of electricity.
• When the meter was replaced for not registering correctly.

   (d) Overdue Accounts Section

         Basic activities are the following:

• Checking of disconnection orders for non payment.
• Assignment of work (disconnection orders) to the technical staff of the Section for collection or disconnection of the supply of electricity.
• Reconnection of supply of electricity by the Technical Staff following payment by the customers whose supply had been disconnected for non payment.
• Dispatch to the standby personnel of a list with the details of the customers who had been disconnected during normal hours of the Section object of the dispatch of this list is the reconnection of supply to customers who face health problems.
• Transfer of any credit or  debit balances from final accounts to current accounts.
• Daily  audit of overdue accounts and taking of further steps.
• Preparation of letters and of relevant correspondence to the Legal Section of the Authority for instituting proceedings against customers (Legal or natural persons) who failed to pay their final account.
• Collection of cash moneys against bounced cheques or disconnection of supply and recharging of the amount of the cheque.
• Appearance before the Court for the presentation of information and evidence.

   (e)  Expenses Section

         Basic activities are as follows:

• Checking and entry of Invoices in the information system of the Authority.
• Checking of receipts paid by the Petty Cash.
• Estimates of damage caused to the Authority’s property (exchanging meters), dispatch of Debit Notes and taking of measures for the collection of amount due. In case there is no response the competent official of the Section forwards the relevant correspondence to the Legal Department of the Authority for instituting legal proceedings.
• Estimate and issue of Debit Notes for overtime for expediting work of customers.

 

(2)   General Services

 The General Services are made up by the following:

 (a) Registry

      Basic activities are as follows:

• Order and maintenance of stationery
• Incoming Correspondence 
• Outgoing correspondence
• Registration and movement of files/ folders.
• Inventory of furniture and equipment. 
• Maintenance of buildings and equipment and inspection of the work carried out.

 (b) Personnel

      Basic activities are as follows:

• Checking of allowances and overtimes and dispatch to the Wages Section, Head Office for payment.
• Forwarding the remittance advice to all staff.
• Handling of attendances and absences of staff.
• Handing of applications for vacant positions.
• Procedure for hiring of temporary labourers and students.
• Preparation of staff assessment forms.
• Procedure for skills training and information.
• Handling of matters relating to the Medical Fund.
• Preparation and submission to the Legal Services, Head Office of reports relating to personnel accidents outside working hours.

 (3) Stores

     Basic activities are as follows:

• Receipt ad inspection of materials.
• Issue of materials to the working gangs of the Area for carrying out various jobs undertaken.
• Return of defective materials to the suppliers. 
• Movement of materials to and from other stores of the Authority. 
• Stock taking and appropriate measures for protection. 
• Handling of materials in the software programme of the Authority. 
• Customs Clearing.
• Sale of useless materials.
• Sale of bungalow brackets and other materials to customers. 

The administrative chief of the financial services is the Chartered Accountant who has the title of Assistant area Manager.