NEW BONG ESCAPE, HYDROELECTRIC POWER PLANT

LEHRI, DISTRICT MIRPUR, AJ&K

ISO 9001:2008 QUALITY MANAGEMENT SYSTEM

QUALITY PROCEDURE ISO Clause 7.2.3 : Customer Communication

Title Customer Communication

Document No : QP-72-03 Date : 02nd June 2014

Management
Issue No. 1 Rev. 0 Page : 1 of 3

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AMENDMENT RECORDS

It is the responsibility of the holder of this document to ensure that this copy is kept up-to-date by the
inclusion of all amendments. Alterations to this document are not permitted without prior approval of PGM.

Rev. No. Revision Description / History Change by Date

PREPARED BY REVIEWED & ISSUED BY APPROVED BY

SO to PGM Management Representative Plant General Manager

Dated : 2nd June 2014 Dated : : 2nd June 2014 Dated : : 2nd June 2014

© QMS NBE HPP No copying without TNBRP AJK’s permission except as permitted by copyright law.
 1.0 PURPOSE
This procedure provides guidelines for effective customer communication on station
generation, availability, outages and customer complaints.
2.0 SCOPE
The procedure covers various types of communication required to be taken by
the SSCE and SCE on duty and their role in ensuring an effective communication
with station’s customers (NPCC/RCC).
The modes of communication are as follows;
1. PLC
2. Telephone
3. Fax machine
4. E-mail

3.0 RESPONSIBILITIES AND USERS

 SSCE shall responsible for the preparation and amendment of this procedure.
 SE (P&P) and Operation Department staffs are users of this procedure.
 SSCE/SCE shall communicate with NPCC/RCC Control Engineer with regard to
Unit Availability, Daily Plant Status Report & any 132 kV Lines Switching as per
Approved Operating Procedures.

4.0 REFERENCE
 Power Purchase Agreement (PPA) dated 22nd October 2009.
 Approved Operating Procedures dated 2nd January 2013.
 Procedure QP-55-02 Internal & External Communication
 Procedure QP-55-03 Customer Complaint & Survey
5.0 DEFINITION
 SSCE – Senior Shift Charge Engineer
 NPCC – National Power Control Centre
 PLC – Power Line Carrier
 SE (P&P) – Senior Engineer (Planning & Performance)
 SCE - Shift Control Engineer
 RCC – Regional Control Centre
 CCR - Central Control Room

6.0 PROCEDURE
A. Communication with NPCC/RCC

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  All communications between NPCC/RCC for the purpose of varying the Net
Electrical Output of the Power Complex shall be in accordance with Approved
Operating Procedures dated 2nd January 2014. Only such Key Personnel defined
in the procedure shall have the authority to give or receive instructions to vary the
generation level of the Power Complex.
 The loading of the Power Complex will be dependent on the available
hydrology discharge from Mangla Power Station.
 SSCE/SCE on duty shall communicate with Shift Incharge at Mangla Power
Station to obtain information on hourly discharge from Mangla Power Station.
 SSCE/SCE on duty shall record any verbal or written complaint from customer in
customer complaints log book.
 In case of any tripping of Unit, SSCE/SCE on duty shall inform NPCC
immediately via verbal communication and follow up with sending fax message.

B. Communication with Other Stakeholders

 SSCE shall utilize all available forms of communications with all other
stakeholders whenever necessary.
 SSCE shall accept all information, comment and complaints from all stakeholders
with respect to the operation of the power station.
 SSCE shall disseminate all information, comment and complaints received to all
the relevant parties through any of the existing channel of communications, e.g.
Daily Operational Meeting, Weekly Executive Meeting, Management Review etc.
7.0 RELATED DOCUMENTS
 Refer Approved Operating Procedures dated 2nd January 2014.

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