FORUM FOR REDRESSAL OF CONSMER GRIEVANCES

 

 

A ‘Forum for Redressal of Consumer Grievances’  has started functioning  at the following address with Chairperson and a Member (Revenue Matters) in the service areas as per Citizen’s Charter keeping in view the provisions of Electricity Act-2003 and Consumer Protection Act – 1986 &1987.

 

 

 

III Floor, Sitaram Mansion Building,

Opp. to Singareni Bhavan, Red Hills, Hyderabad -500 004.

 

Telephone Nos.

 

Chairperson  - Mobile No. 94408 13914

Member (Revenue matters) – Mobile No. 94408 13915

 

 

 

 

 

CONSUMER GRIEVANCE REDRESSAL FORUM

 

The Electricity Act 2003 has come into existence from 10th June 2003.  In exercise of powers conferred on the Commission by Section 181 read with Sub-Section 5,6 and 7 of section 42 of the Electricity Act, the Regulations relating to Consumer Grievance Redressal Forum (Forum in short).

 

a) What are the issues covered in the Regulations?

 

The Regulations covers matters relating to the following:

Establishment and composition of the Forum.

Jurisdiction of the Forum.

The Obligation of the Licensee (Electricity supply company).

Procedure for lodging complaints.

Procedure followed in the Forum for disposing off complaints.

 

b) What are the purpose of this regulation?

 

The objective of this regulation is to protect the interests of Electricity consumers and to give them an additional Forum to bring their complaints and grievances before the Forum for quick redressal.

 

c) Does it cost the consumer to use this facility?

 

No. The consumer need not pay any amount to file complaints in the Forum.

 

d) Should the consumer engage an Advocate or Lawyer?

 

No. There is no necessity for the consumer to engage the services of advocates or Lawyers.  Consumer can appear on his/her own, however a consumer may nominate his/her representative in the Forum.

 

e) Who can file a Complaint?

 

A complaint can filed by the following:

A consumer of electricity supplied by the Licensee.

Any registered consumer association.

A representative duly authorized by the Consumer.

 

f) Who is a Consumer under these Regulations?

 

For the purposes of this Regulations a consumer means any person who is supplied with electricity for his own use by a licensee under the Electricity Act 2003 or any other law for the time being in force and includes any person whose premises are for the time being connected for the purpose of receiving electricity with the works of the licenses.

 

g) Can all complaints relating to electricity be filed in the Forum?

 

No. There are certain issues on which the Consumer Grievance Redressal Forum cannot entertain complaints from the consumers.  The following are excluded from the purview of the Forum.

 

I, unauthorized use of electricity as provided under Section 126 of the Electricity Act 2003.

 

2. Offences and penalties as provided under Section 135 to 139 of the Electricity Act 2003.

 

3. Accident in the distribution supply or use of the electricity as provided under 161 of the Electricity Act.

 

h) How many Forums will be established?

 

Every Licensee should establish one Consumer Grievance Redressal Forum having jurisdiction over its area of supply.  The Forum shall have sittings at the Head Quarters and /or at any other place in the Licensee area as may be decided by the Chairperson depending upon the number of grievances and are of operation.

 

i) How to get information about the Forum and its working?

 

It is the obligation of the Licensee to notify details of the Forum members, its officials, address, telephone numbers etc.  Often in the media.  The Licensee shall also make available copies of the procedure for lodging complaints to the complainants free of cost.

 

The bills issued by the Licensee shall carry the statement ‘Complainants whose grievances is not redressed by the Officials of the Licensee may approach the Consumer Grievances Redressal Forum.

 

 

i) How to lodge complaints in the Forum?

 

1. As a first step consumers have to approach the officials of the Licensee and try to get their grievance redressed as per the Complaints handling procedure.

 

2. If there is no response or in case of inadequate response, consumers can lodge the complaint in the Consumer Grievance Redressal Forum.

 

The complaint should be in writing and be in the Form-A (available with the Licensee.  It can also be downloaded from website. (www.ercap.org.)

 

In case the Forum needs any additional information or documents the consumer has to furnish the same.

 

k) Should consumers hire the services of an advocate?

 

It is not necessary for the consumer to hire the services of an advocate.  However he can nominate his/her representative to appear before the Forum.  In such a case the consumer has to furnish an authorization to the Forum.

 

l) Should consumer pay any fee to file the complaint?

 

No. There is no such condition.

 

m) What does the Forum do with the complaint?

 

The Forum send a copy of the complaint to the Licensee for its comments.  The Licensee should give its comments within 15 days of intimation from the Forum.  If no reply is received from the Licensee the forum shall proceed on the basis of the material available on record.

 

The Forum will intimate in writing the date of hearing to all the parties.

 

The decision of the Forum shall be recorded in writing and communicated to the complainant and the licensee for compliance.

n) Is the decision of the Forum final?

 

YES.  The decision of the Forum is final as far as the Licensee is concerned.  However the complainant may make a representation against the order of the Forum to the ‘Ombudsman’.

 

o) What is the time limit to make a representation to the Ombudsman?

 

The complaint should make a representation to the Ombudsman within THIRTY days of the receipt of the order of the Forum.  However the Ombudsman may grant extension.