Full Text
REGD. No. D. L.-33004/99
The Gazette of India
CG-HR-E-29082024-256696
EXTRAORDINARY
PART III—Section 4
PUBLISHED BY AUTHORITY
No. 667]
NEW DELHI, TUESDAY, AUGUST 27, 2024/BHADRA 5, 1946
JOINT ELECTRICITY REGULATORY COMMISSION
(For the State of Goa & UTs)
NOTIFICATION
Gurugram, the 16th August, 2024
CONSUMER GRIEVANCES REDRESSAL FORUM AND OMBUDSMAN REGULATIONS, 2024
No. JERC-31/2024.—-The Joint Electricity Regulatory Commission for the State of Goa and Union
Territories namely Andaman & Nicobar Islands, Chandigarh, Dadra & Nagar Haveli and Daman & Diu,
Lakshadweep, Puducherry in exercise of the powers conferred on it under clauses (r) and (s) of sub- section (2) of
section 181, read with sub-sections (5) to (8) of section 42, of the Electricity Act, 2003 (36 of 2003) and all other
powers enabling it in this behalf and after previous publication, and in supersession of the Joint Electricity Regulatory
Commission (Consumer Grievances Redressal Forum and Ombudsman) Regulation 2019, except in respect of Act or
things done or omitted to be done before such supersession, the Joint Electricity Regulatory Commission (“ JERC")
hereby makes the following Regulations 2024.
CHAPTER-I
SHORT TITLE, COMMENCEMENT, SCOPE, DEFINITIONS AND INTERPRETATION
1. Short title, extent and commencement.
(1) These Regulations may be called the Joint Electricity Regulatory Commission (Consumer Grievances
Redressal Forum and Ombudsman) Regulations, 2024.
(2) These Regulations shall extend to the whole of the State of Goa and Union Territories namely Andaman
& Nicobar Islands, Chandigarh, Dadra & Nagar Haveli and Daman & Diu, Lakshadweep, Puducherry.
(3) These Regulations shall come into force on the date of their publication in the Gazette of Govt of India.
(4) In case of variance between English and Hindi versions of these Regulations, English version shall
prevail.
2. Definitions: - (1) In these Regulations, unless the context otherwise requires, -
a) "Act" means the Electricity Act, 2003(36 of 2003);
b) "Annexure” means the annexure to these Regulations;
c) "Commission" means the Joint Electricity Regulatory Commission for the State of Goa and Union
Territories namely Andaman & Nicobar Islands, Chandigarh, Dadra & Nagar Haveli and Daman &
Diu, Lakshadweep, Puducherry.
d) "Chairperson” means the Chairperson of the Consumer Grievance Redressal Forum appointed by the
distribution licensee.
e) "Complainant" means-
i. a consumer; or a prosumer;
ii. an applicant for a new electricity connection;
iii. any consumer association registered under the Companies Act, 2013 1956 (1 of 1956) or under
any law relating to Registration of Societies and /or Charitable Institutions or under any other
law for the time being in force; or
iv. any unregistered association or group of consumers, having common or similar interests;
V. in case of death of a consumer, his legal heirs or authorized representatives;
vi. any other person claiming through or authorized by or acting as agent for the consumer affected
by the services or business carried out by the distribution licensee.
f) Complaint means, and includes
(i) A grievance, related to any fault, imperfection, shortcoming or inadequacy in the quality, nature
and manner of performance which has been undertaken to be performed by a Distribution
Licensee (“Licensee") in pursuance of a license, contract, agreement or under the JERC
Electricity Supply Code 2018 as amended from time to time or in relation to the Distribution
Performance Standards of the licensees, as specified by the Commission, and includes billing
disputes of any nature and matters related to the safety of the distribution system having potential
of endangering life or property; or a dissatisfaction of a Consumer arising out of failure of the
licensee to register or redress a Complaint and shall include any dispute between the Consumer
and the Licensee with regard to any complaint or with regard to any action taken by the licensee
in relation to or pursuant to a complaint filed by the affected person.
(ii) a distribution licensee has charged or recovered for electricity services mentioned in the
grievance a price or charge in excess of the price or charge fixed by the Commission;
(iii) electricity services which are hazardous to life and safety when availed, are being offered for use
to the public in contravention of the provisions of any law for the time being in force;
(iv) breach of any obligation by the distribution licensee which adversely affects any consumer;
g) Consumer means any person who is supplied with electricity for his own use by a Licensee or the
Government or by any other person engaged in the business of supplying electricity to the public under
this Act 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 a licensee, the
Government or such other person, as the case may be;
h) Prosumer means a person who consumes electricity from the grid and can also inject electricity into
the grid of distribution licensee, using same point of supply;
i) Consumer Grievance Redressal Forum (CGRF) means the Forum for Redressal of Grievances of
Consumers to be established, by the distribution licensee, pursuant to sub-section (5) of section 42 of
the Act and the provisions contained in these Regulations;
j) Distribution Licensee” means a licensee authorized to operate and maintain a distribution system for
supplying electricity to the consumers in his area of supply and includes a deemed licensee;
k) "Member" means the Member of the Forum and unless the context otherwise requires, the expression
'Member' shall also include the Chairperson;
l) "Multi-Tasking Staff” (MTS) means class of employees performing multi tasks as given in the extant
Policy decision of Department of Personnel & Training.
m) "Electricity Ombudsman" means an authority appointed or designated by the Commission, under sub-
section (6) of section 42 of the Act, and these Regulations, with whom a representation may be made by
any person, who is dissatisfied by the redressal or is aggrieved by the non-redressal of his grievances by
the Forum;
n) "Representation" means the representation made to the Ombudsman by a complainant, who is
aggrieved by the order of the Forum (including the partial or full dismissal order), or non-redressal of
his grievances by the Forum within the specified time or dissatisfaction with the order issued by the
Forum or non-implementation of the Forum's order by the licensee within the specified time;
o) "timelines" means the time specified in Annexure-I or any other provisions of these Regulations for
processing any complaint or representation made under these Regulations.
3. Words and expressions used and not defined in these Regulations but defined in the Electricity Act, 2003 (36
of 2003) or in the Consumer Protection Act, 1986 (68 of 1986) shall have the meanings respectively
assigned to them in these Acts and in case of any conflict, the meaning assigned in the Electricity Act, 2003
shall prevail.
CHAPTER-II
CONSUMER GRIEVANCES REDRESSAL FORUM (CGRF)
4. Establishment of Forum: -
Every distribution licensee shall, within six months, from the grant of licence including the deemed licensee,
establish, in its area of supply, under sub-section (5) of section 42 of the Act, a Forum for Redressal of
Grievances of the consumers, in accordance with the guidelines contained in these Regulations:
5. Headquarters of Forum: The head office of the Forum shall be preferably at the place of
headquarters/Circle of the distribution licensee. The Forum may, with the overall objective of ensuring that
the complaints/grievances are heard and redressed within the time limit specified under these Regulations,
conduct its sittings apart from its HQs, at such other places, within its area of jurisdiction, as may be
considered necessary and proper by it.
6. Constitution of Forum -
(1) The distribution licensee shall establish Consumer Grievance Redressal Forum (CGRF) under sub-section (5)
of section 42 of the Act at different levels to cater the needs of the sub- division, division, circle, zone,
company level. The forum shall be headed by an officer of the licensee of appropriate seniority. The forum
shall consist of officers of the licensee and have not more than four members as consumer and prosumer
representatives. The Appropriate Commission shall nominate one independent member who is familiar with
the consumer affairs.
(2) The Commission may direct the Distribution licensee to create an additional CGRF over and above the
existing CGRFs, considering factors such as ease of access for the consumers and the geographical area, the
number of representations received, disposal of representations within the specified time limit.
6A Appointment of Chairperson and Members.
(1) Qualifications for Chairperson and Members
a) Chairperson: - An officer of the Distribution licensee of appropriate seniority not below the rank of
Executive Engineer and in the case of Andaman & Nicobar Islands and Lakshadweep not below the
rank of Assistant Engineer with minimum of 15 years of experience in State/Central Power sector or
Power utilities.
b) Member: -
(i) Member (Distribution Licensee): -An officer of the Distribution licensee of appropriate seniority
not below the rank of Executive Engineer and in case of Andaman & Nicobar Island and
Lakshadweep not below the rank of Assistant Engineer having minimum of 10 years of experience
in State/Central Power sector or Power utilities
(ii) Member (Consumer/Prosumers): An individual having minimum 10 years' experience in
industries/commerce.
(iii) Independent Member: - An individual possessing minimum bachelor degree having at least 10
years of experience in handling consumer affairs.
(2) The Distribution Licensee for the purpose of appointment of Chairperson and Member of the Forum shall
select Chairperson/Member of the Forum by inviting applications through internal advertisement or
nominations or any other mode as deemed fit.
(3) The Commission for the purpose of appointment of Independent Member shall invite applications through
public advertisement in at least two Newspapers, Website of the Commission, website of Distribution
licensee for the appointment of the Independent Member,
(4) The Commission for the appointment of the Independent Member shall form a Selection Committee
(5) The selection committee shall comprise of
The Chairperson of the Commission ... Head of the Committee;
The Member of the Commission ... Member;
Secretary of the Commission Convenor
6B No person shall be appointed and/or be entitled to continue as Chairperson or Member if –
(1) he has been adjudged as an insolvent; or
(2) he has been convicted of an offence which, in the opinion of the licensee, involves moral turpitude; or
(3) he has become physically or mentally incapable of acting as such as Chairperson or Member; or
(4) he has acquired such financial or other interest as is likely to affect prejudicially his functions as a
Chairperson or Member; or
(5) he has so abused his position as to render his continuance in office prejudicial to public interest; or
(6) he has been guilty of proven misbehaviour; or
(7) his consistent negligence towards the duties is established; or
(8) has without reasonable cause refused or failed to discharge his functions for a period of at least three
months; or
(9) ceases to fulfil any of the conditions of his appointment as a Chairperson/Member;
7. Removal of Chairperson and Member-
(1) An existing Chairperson or Member shall be liable to be removed from his office forthwith on any of the
grounds mentioned in sub- regulation (6B) of regulation 6 or a complaint against either of them, after an
inquiry by the Ombudsman.
(2) The Ombudsman shall conduct an inquiry of the independent member (CGRF) on the basis of complaint filed
by the Chairperson (CGRF). On the recommendation of Ombudsman, the Commission under Regulation 6
sub-regulation (6B), may remove independent member from his office.
(3) The Ombudsman shall conduct an inquiry of the Chairperson/Member(s) on the basis of complaint filed
against either of them. On the recommendations of Ombudsman, the Commission under Regulation 6 Sub
Regulation (6B), may direct to the licensee to remove Chairperson/Member(s) from his office under
intimation to this Commission.
8. Presiding Officer of the Forum: - (1) The Chairperson of the Forum appointed under regulation 6 sub
regulation 6A
a) shall be the presiding officer of the Forum.
b) The Chairperson shall have the general powers of superintendence and control over the Forum.
c) In case the Chairperson of the Forum is unable to discharge the functions owing to his absence, illness
including vacancy of the post or any other cause, the Member appointed under Regulation 6 sub
regulation 6A 1 clause b (i) shall discharge the functions of the Chairperson, until the day when the
Chairperson assumes his office.
9. Tenure of Members: (1) The Chairperson or Member appointed by the distribution licensee under
Regulation 6 sub regulation 6A (1) shall hold office for a period of 3 years which may be extended further for
a period of 3 years or till the age of superannuation whichever is earlier from the date they enter the office.
Provided that an officer of the Distribution licensee appointed as Chairperson or Member, by the Distribution
licensee, shall not hold office as such, after he ceases to be the officer of the licensee;
a) The Independent member appointed by the Commission shall hold office for a period of 3 years which may
be extended further for a period of 3 years or till the age of sixty-seven years (67 years) whichever is earlier
from the date he enters the office.
b) Representative of consumer/prosumer appointed by the distribution licensee shall hold office for a period
of three years which may be extended further for a period of three years or till the age of sixty-seven (67)
years whichever is earlier.
c) In case Chairperson or any Member (including independent member) decides to relinquish the post, he
may do so after giving a notice of two months in writing to the Licensee.
10. Voting and consensus: - In case of equality of votes on any issue, the Chairperson or in his absence, the
person presiding shall have the second or casting vote.
11. Vacancies: - The licensee shall ensure that the post of a Chairperson and a Member is not kept vacant for the
period of more than 30 days.
12. Remuneration -
(1) The Chairperson and Members appointed by the distribution licensee are the officers of Distribution
licensee and hence the pay and allowances such as TA/DA, Leaves and other benefits shall be the same
which they shall be otherwise entitled while in service.
(2) The Chairperson and Members who are an officer of the Distribution licensee shall be entitled for a fixed
additional allowance of Rs 10,000/ per month in addition to their pay and allowances.
(3) The Independent Member and Member representing consumer/prosumer of the Forum shall be eligible
to receive a remuneration of Rs. 60,000/- per month. The Commission shall enhance monthly
remuneration of Independent member/member representing consumer/prosumer upto 10% every year
after evaluating performance.
(4) Independent member and representative of consumer/prosumer, shall be entitled for TA/DA while out on
duty as eligible to Class I officers of the rank of Deputy Secretary of Level 12 in the Central
Government.
13. Secretary and Staff of the Forum
(1) The Chairperson shall specify the human resource requirement. The distribution licensee shall, at all
times, provide human resource requirement to the forum i.e. secretarial assistance and Multi-Tasking
Staff (MTS),
(2) The distribution licensee shall appoint/designate one of its officers as full time Secretary, who shall be at
least a graduate from a recognized University and shall have adequate work experience as an executive
in the middle management.
(3) The Secretary of the Forum shall hold office for a term of three years from the date he enters upon his
office which may be extended further for a period of three years or till the age of superannuation
whichever is earlier.
(4) The Chairperson of the Forum shall exercise general powers of superintendence and administrative
control over his office including Members/Secretary/Staff and shall be responsible for the conduct of
business of the office.
14. Secretariat-
(1) The office space, staff and other facilities required by the Forum, shall be provided by the licensee.
The expenses of the Forum, including remuneration to all the members including the independent
member shall be borne by the licensee and shall be allowed as pass through expense in the Annual
Revenue Requirements of the licensee.
15. Jurisdiction of the Forum
(1) The Forum shall have the jurisdiction to entertain the grievances filed by the complainant with respect to
the services provided by the Distribution Licensee and give such orders and directions as may be deemed
necessary.
(2) The Forum shall entertain only those grievances where the complainant has approached the appropriate
authority of the distribution licensee as specified in the complaint handling procedure in SOP Regulations
from time to time and is not satisfied either with the response of the licensee or there is no response from
the Licensee within the time stipulated therein:
Provided that no grievance shall be entertained unless it is filed before the Forum within three months
from the date the consumer has exhausted the remedy under the complaint handling procedure.
16. Limitation of Jurisdiction of the Forum
(1) The Forum shall not entertain a grievance if it pertains to the same subject matter for which any
proceedings before any court, authority or any other Forum is pending or a decree, award or a final order
has already been passed by any competent court, authority or forum.
(2) The Forum shall not entertain grievances falling under Sections 126, 127, 135 to 139, 142, 152, and 161
of the Act. Subject to sub-regulation (1) and (2) above, no grievance shall be rejected by the Forum at
any stage, unless the complainant has been given an opportunity of being heard.
17. Particulars of the Forum to be widely published: - The name, location, e-mail address and telephone of
the Forum, shall be widely published by the licensee through newspapers from time to time, at least once in
each quarter, and displayed on the website and all the offices of the licensee and the Commission, and shall
also be intimated to the consumers through electricity bills by printing necessary details on the back side of
the bills. These particulars shall also be publicized through electronic media.
CHAPTER-III
PROCESS FOR SUBMISSION AND REDRESSAL OF GRIEVANCES
18. Submission of grievances: -
Grievance filing
(1) Every grievance to the Forum must be submitted in writing or through e-mail or through website-based
grievance registration process to the Forum stating;
a) the name of the individual or the organization, postal address, connection number/details, telephone
number and the E-mail address (if any) of the complainant;
b) the name of the office of the origin of complaint, name of the electricity Sub Division, Division, Circle,
Zone and Company;
c) a full description of the matter, which is the source of the grievance, including copies of any relevant and
supporting documents, if any;
d) the relief prayed for.
e) a statement that the matter is not pending before any other court, tribunal, commission, arbitrator,
authority or forum.
(2) A copy of response if any from the distribution licensee shall be enclosed.
19. Grievance handling procedure for the forum
(1) On receipt of the consumer grievance, the Secretary shall make an endorsement on the grievance subscribing
his dated initial.
(2) Within 7 days of receipt of a consumer grievance, the Secretary shall send an acknowledgement to the
applicant. Consumer grievances received shall be registered and serially numbered for each year, and shall be
referred e.g. UT or State/C.G. No. 1/2024, 2/2024 and so on. A copy of the grievance shall be forwarded
simultaneously to the concerned officer of the distribution licensee for redressal or to file objection if any in
writing within 10 days, failing which the Forum shall proceed Ex-parte on the basis of the material available
on record.
Provided that the Forum shall take cognizance of any grievance submitted based on the merit of the case and
will not reject any grievance for the sole reason of its not having been submitted in the specified format.
20. Limitations/ pre-conditions for submission of grievance. The Forum may reject the grievance at any
stage under any or more of the following circumstances: -
(1) in cases where proceedings in respect of the same matter and between the same Complainant and the
licensee are pending before any court, tribunal, arbitrator or any other authority, or a decree or award or
a final order has already been passed by any such court, tribunal, arbitrator or authority;
(2) in cases which fall under sections 126, 127, 135 to 139, 142, 143, 152, and 161 of the Act;
(3) in cases where the grievance has been submitted two years after the date on which the cause of action
has arisen;
21. Process. -
(1) The Forum shall forward a copy of the grievance to the concerned officer of the licensee or the employee
/ employees named in the grievance.
(2) The Forum may call for any record from the licensee or from the Complainant as is relevant for
examination and disposal of the grievance, and both the parties shall be under obligation to provide such
information, document or record as the Forum may call for and where a party fails to furnish such
information, document or record and the Forum is satisfied that the party in possession of the record is
withholding it deliberately, it may draw an adverse inference in relation thereto.
22. Inspection. - (1) The Forum may direct the licensee to undertake an inspection or engage a third party to
undertake such inspection with regard to the grievance, as may be required for expeditious redressal of the
grievance or it may in special circumstances of a case and recording reasons therefore and at the instance and
request of the Complainant, engage a third party (other than the licensee) to undertake inspection and obtain
an independent report.
(2) The expenses of such third-party inspection, except expenses of inspection at the request of the
Complainant, shall be borne by the licensee, and to the extent reasonable and justifiable, such expenses shall
be allowed as pass through expense in the determination of tariff in accordance with the relevant Regulations
of the Commission:
Provided that if inspection is taken up at the request of the Complainant, the expenses shall be deposited in
advance by him, which may or may not be refunded by the Forum depending on whether the grievance is
found to be of substance or not.
23. The Forum may settle any grievance in terms of an agreement reached between the parties at any stage of the
proceedings before it.
24. Hearing of representations: - On receipt of the grievance, the Secretary or any other person, as may be
authorized by the Forum, shall make an endorsement on the grievance subscribing his dated initial and shall
send an acknowledgement to the complainant within seven (7) days of receipt of the grievance.
(1) Grievances received shall be registered and serially numbered for each year, and shall be referred e.g.
State UT/C.G. No. 1/2024, 2/2024,..., 1/2025, 2/2025,... and so on.
(2) A copy of the grievance shall be forwarded within seven (7) days of receipt, to the Nodal Officer
designated by the Distribution Licensee for redressal or to file its reply in writing.
(3) The Distribution Licensee shall, within fifteen (15) days of intimation from the Forum or within such
other time as may be directed, furnish its issue-wise comments on the grievance, to the Forum with a
copy to the consumer and if there is any failure by the Distribution Licensee in providing such
comments, the Forum may proceed on the basis of the material available on record.
(4) The Forum shall notify the Distribution Licensee and the complainant, the date of hearing of the
grievance in writing, giving sufficient advance notice, of not less than five (5) days. The Forum may
facilitate the hearing through online mode also.
(5) A consumer, Distribution Licensee or any other person who is a party to any proceedings before the
Forum may either appear in person or authorize any person to present his case physically or virtually
before the Forum and to do all or any of the acts for the purpose.
(6) Where any person who has been a party to the proceedings before the Forum fails to appear, on the date
of hearing either physical or virtual, as may be fixed, on more than two consecutive occasions, in this
behalf, the Forum may decide the grievance ex-parte:
Provided that no adjournment shall ordinarily be granted by the Forum unless sufficient cause is shown
and the reasons for the grant of adjournment have been recorded in writing by the Forum.
(7) The Forum may call for, any record or information of the Distribution Licensee or from the complainant
for examination and disposal of the Grievance, and the parties shall be under obligation to provide such
information, document or record as the Forum may call for: Provided that if a party fails to furnish such
information, document or record and the Forum is satisfied that the party in possession of the record is
withholding it deliberately, it may draw an adverse inference.
(8) On receipt of the comments from the Distribution Licensee or otherwise and after conducting or having
such inquiry or local inspection conducted as the Forum may consider necessary, and after affording
reasonable opportunity of hearing either physical or virtual, to the parties, the Forum shall pass
appropriate orders for disposal of the grievance, within a period of 60 days of filing of the grievance:
Provided that if the order of the Forum is passed after the completion of the said period of sixty (60)
days, the Forum shall record in writing reasons for the same.
(9) The proceedings and decision(s) of the Forum shall be recorded and shall be supported by reasons.
(10) The quorum for the Forum shall be two and each member shall have one vote and in case of equality of
votes, the Chairperson of the Forum or the senior most member of the Forum discharging the functions
of the Chairperson of the Forum presiding over the meeting, as the case may be, shall have a casting
vote.
(11) A certified copy of the order of the Forum shall be delivered to the parties to such order in writing within
seven (7) days from the date of order.
(12) The Forum may pass such interim orders, at any stage during the disposal of the grievance, on the
request of the consumer as the Forum considers appropriate pending the final decision on the Grievance:
Provided that except where it appears that the object of passing the interim order would be defeated by
delay, no such interim order shall be passed unless the opposite party has been given an opportunity of
being heard.
25. Appearance through an Advocate: - A complainant, distribution licensee or any other person who is a party to
any proceedings before the Forum may either appear in person or authorise any person, other than an Advocate
(within the meaning of the Advocates Act, 1961), to present his case before the Forum and to do all or any of the
acts for the purpose.
26. Issuance of Order. -
(1) The order passed by the Forum shall set out
a) issue-wise decision;
b) reasons for passing the order;
c) directions, if any, to the Distribution Licensee or consumer or any other order, deemed appropriate in the
facts and circumstances of the case; and
d) directions to pay such amount as compensation as specified by the Commission in the SOP Regulations.
(2) Reasons are to be recorded if the final orders are passed on the basis of settlement arrived at between the
parties: Provided that the settlement arrived at between the parties shall be submitted through affidavit.
(3) Every order made by the Forum shall be a reasoned order and signed by the members conducting the
proceedings: Provided that where the members differ on any point or points, the opinion of the majority shall
be the order of the Forum. The opinion of the minority shall however, be recorded and shall form part of the
order: Provided further that, along with every order, the Forum shall intimate the complainant of the contact
details of the Ombudsman and limitation of time for preferring a representation before the Ombudsman.
(4) Subject to the right of representation before the Ombudsman specified in these Regulations, the orders of the
Forum shall be final.
27. Supply of certified copies
Any person shall be entitled to obtain certified copy of the orders of the Forum subject to payment of such fee
and after complying with such other terms, which the Forum may direct.
28. Power to Review
(1) The Forum may at any time, after affording an opportunity of being heard, review its Order either on its own
motion or an application of any of the parties to the original proceedings, within 30 days of the order on-
a) the discovery of new and important matter of evidence which, after the exercise of due diligence, was
not within his knowledge or could not be produced by him at the time the order was made;
b) on account of some mistake or error apparent on the face of the record;
c) for any other sufficient reasons.
29. Monitoring of the Consumer Grievances Forum
(1) The distribution licensee shall set up a mechanism for monitoring of the grievance redressal.
(2) The licensee will send quarterly reports to the Ombudsman and to the Commission, in respect of standards of
performance, other performance parameters and consumer grievances related information showing the extent
to which the time schedule has been followed in redressing the consumer grievances.
(3) The performance of CGRF shall be monitored by the Commission.
30. Compliance of the order of Forum. –
(1) The licensee shall comply with the order of the Forum within 15 days or within such shorter period as may be
directed by an order made by the Forum, from the date of receipt of the order. In appropriate cases,
considering the nature of the case, the Forum, upon the request of the licensee, may extend the period for
compliance of its order up to a maximum of three months. Non-compliance of the order of the Forum shall be
treated as violation of the Regulations of the Commission and accordingly liable for action under section 142
of the Act.
(2) The concerned officer of the licensee shall furnish a compliance report of the order of the Forum within
seven days from the date of compliance, to the Forum and to the complainant. The Forum shall keep a record
of the compliance of its orders and review the same every month. In case of non-compliance of its orders, the
Forum shall take up the matter with the higher authorities of the licensee for compliance.
(3) The licensee shall specify the time within which various types of grievances by the different levels of the
forums are to be resolved. Normally, a grievance shall be decided with in a period of thirty days and in any
case not exceeding forty five days from the date of receipt of such grievance.
31. Representation against the Forum's order. (1) A complainant may prefer a representation before the
Ombudsman appointed/ designated by the Commission under the following circumstances: -
(a) if the complainant is aggrieved by the non-redressal of the grievance by the Forum within the period
specified,
(b) if the complainant is not satisfied with the order passed by the Forum, and
(c) if the complainant is aggrieved by the non-implementation of the Forum's order, by the licensee
(2) The representation under sub-regulation (1) shall be made-
(a) in case the complainant is aggrieved by the non-redressal of the grievance by the Forum within 30 days
after the time limit specified for the issuance of the Forum's Order;
(b) in case the complainant is not satisfied with the Order passed by the Forum, within 30 days after issuance
of the Order by the Forum;
(c) if the complainant is aggrieved by the non-implementation of the Forum's Order, by the licensee, within
30 days after the time limit specified for the implementation of the Order.
32. Reporting requirements: - (1) The Forum shall, within 07 days of the close of the quarter to which it relates,
submit a quarterly report on disposal of grievances to the licensee, Commission and Ombudsman.
(2) The quarterly report should be submitted in accordance with the format as specified in ANNEXURE III or
any other format as prescribed by the Commission from time to time'
(3) The Forum shall, within 45 days of the close of the financial year to which it relates, also furnish a yearly
report containing a general review of the activities of the Forum during the financial year to the licensee,
Ombudsman and the Commission.
(4) The forum shall also conduct from time to time (at least once in every quarter) consumer awareness vis-à-vis
public interaction programme, explaining to the consumers their rights as consumers serviced by the
licensee. The Licensee shall also participate in such programme and facilitate the Forum and bear the
expenditure in arranging such programme.
CHAPTER-IV
OMBUDSMAN
33. Qualifications, terms of appointment and removal of Ombudsman
33 A) Appointment of Ombudsman
The Commission shall appoint or designate a person to be known as Ombudsman to carry out the functions
entrusted to him by the Act and these Regulations.
General Conditions regarding Eligibility for Appointment
The Ombudsman appointed by the Commission shall be a person of integrity, having experience in any of the
areas viz Law, Management, Engineering (Electrical/Mechanical), Finance, Economics, Commerce, Public
Administration who has served at the level of Director to the Government of India or equivalent or
Superintending Engineer in the Government of India / State Government/State Power utilities or equivalent or
General Manager in Schedule 'A' Central Public Sector Undertaking (CPSU) or equivalent in public or private
sector undertaking.
Notwithstanding anything above, the Commission may designate any of its Officers to act as the Ombudsman.
B) Age Limit:
The age of the applicant on the date of occurrence of vacancy shall be such that he may be able to serve at least
one term of three (3) years as Ombudsman.
No person shall be appointed to the Ombudsman or continue to be Ombudsman if he suffers from any of the
disqualifications mentioned in Regulation 33 J (2) or if he has reached the age of sixty-seven (67) years.
33 C) Constitution of Selection Committee for Appointment of Ombudsman
(1) The Commission for the purpose of selecting the Ombudsman, shall constitute a Selection Committee
comprising of-
i. The Chairperson of the Commission ... Head of the Committee;
ii. The Member of the Commission ... Member;
V. Subject Specialist ... Member;
vi. Secretary of the Commission... Convenor
(2) The Secretary of the Commission shall be the Convener of the Selection Committee.
(3) The Subject specialist shall be a member co-opted by the Commission.
(4) Each member shall have one vote and in case of equality of votes, Head of the Selection Committee
shall have a casting vote. Commission presiding over the Committee as the case may be, shall have a
casting vote.
(5) Applications for the post of Ombudsman shall be invited by the Commission, through public
advertisement.
(6) In case of occurrence of vacancy by reason of death, resignation or removal, the Commission, shall
invite applications, within one (1) month from the occurrence of any vacancy and in case of
superannuation or end of tenure, the Commission shall do so within six (6) months before the date of
superannuation or end of the tenure, as the case may be.
(7) The list of eligible persons shall be placed before the Selection Committee by the Secretary of the
Commission within 15 Days from the last date for receipt of applications.
(8) The Selection Committee shall finalize the selection of the Ombudsman within one (1) month from the
submission of the list of the eligible persons.
33 D) The Ombudsman shall, before entering upon his office, make and subscribe to, before the
Chairperson of the Commission, an oath of office and secrecy in such manner and form as may be
determined by the Commission.
33 E) The Ombudsman is entitled to a consolidated salary of Rs 1,00,000/- per month. In addition, the Ombudsman
will be entitled for Rs 15000/- (Rupees Fifteen Thousand) as conveyance allowance shall be payable to
Ombudsman and all other terms and conditions for the appointment of the Ombudsman shall be such as may
be determined by the Commission.
33 F) He shall be entitled for economy air fare and shall be entitled for payment of daily allowance and local travel
as applicable to class one officer of the level of Director (Level 13) in the Central Government.
33 G) He shall be entitled for 08 days casual leave and 10 days Medical leave in a calendar year.
33 H) He shall also be entitled for reimbursement of expenses towards use of mobile for official purposes subject to
a ceiling of Rs. 1000 per month.
33 I) Notwithstanding the above, the Commission reserves the right to enhance the payment of monthly
remuneration (excluding other allowances) to the Ombudsman upto 10% every year after evaluating various
performance parameters assigned by the Commission.
33 J) Resignation and Removal
1) The Ombudsman may, by giving two (2) months' notice may resign from his post. Under special
circumstances Commission may relax the specified period of notice.
2) The Commission may, by order remove the Ombudsman from office, if he-
(a) has been adjudged an insolvent;
(b) has been convicted of an offence involving moral turpitude;
(c) has become physically or mentally incapable of acting as such member;
(d) has acquired such financial or other interest as is likely to affect prejudicially his functions as a
member;
(e) has so abused his position as to render his continuance in office prejudicial to the public interest;
(f) has been guilty of proved misbehaviour.
3) The Ombudsman shall be liable to be removed from his office in the event of any of the disqualifications
mentioned in sub-regulation 33J (2) arising or being discovered:
Provided that, the Ombudsman shall not be removed from his office on any ground specified in clauses (d),
(e) or (f) of Sub-regulation 33J (2) unless the Commission, has, on an enquiry, concluded that the
Ombudsman ought to be removed on such ground.
34. Office of the Ombudsman: - The Ombudsman's office shall be located at such place as may be decided by the
Commission.
(1) Term of Office and conditions of service
(a) The term of the Ombudsman shall be for a period of three (3) years from the date he enters upon office:
Provided that subject to fulfilment of the conditions of eligibility, the Ombudsman shall be eligible for
an extension for further period of three (3) years.
(b) Provided that no Ombudsman shall hold office after attaining the age of sixty-seven (67) years.
(c) The salary, allowances and other terms and conditions of service of the Ombudsman shall be as per the
Regulations as amended from time to time:
(d)The Ombudsman appointed shall devote his whole time to the affairs of his office and shall not
undertake any other part-time or honorary work.
(e) Provided that the Ombudsman may hold hearings or proceedings at various places, within his
jurisdiction, in order to expedite the disposal of representations received before him.
(f) All expenses of the Ombudsman including that of its office and supporting staff shall be borne by the
Commission which in turn shall be recovered from the licensee and where there is more than one
licensee such expenses shall be borne by them in proportion to their latest approved net Annual
Revenue Requirement and such expenses shall be pass through in tariff.
(g) The Commission shall approve the budget estimates along with quarterly expenditure phasing for the
year before the commencement of the financial year and the licensee shall release quarterly advance
accordingly in the last month of the previous quarter for all expenses related to every succeeding
quarter for the Ombudsman including its office.
(h) The name, location, email address and telephone numbers of the Ombudsman shall be widely
publicized through newspapers and displayed on the websites and the offices of the licensees and the
Commission, and shall be intimated to the consumers through electricity bills. These may also be
publicized through electronic media.
(2) Supporting Staff
a) The Ombudsman shall be assisted by supporting Staff as approved by the Commission.
b) The Ombudsman shall assess the human resource requirement and submit the proposal to the
Commission for approval.
c) The appointment of the supporting staff shall be made by the Commission by its order and also
specify other terms and conditions of the supporting staff. The appointment of the support staff, shall
be for a period not exceeding three years in the first instance which is extendable/ renewable at the
discretion of the Commission. Provided that the support staff, shall not continue in the office on
attaining the age of sixty years
The Ombudsman shall exercise general powers of superintendence and administrative control over
his office and shall be responsible for the conduct of business of the office.
CHAPTER V
PROCEEDINGS AND POWERS OF THE OMBUDSMAN
35. Format for submission of representation: - The Ombudsman shall consider the representations of the
consumers consistent with the provisions of the Act, the Rules and Regulations made hereunder or general
orders or directions given by the appropriate government or appropriate Commission in this regard. For the
convenience of consumers, the Ombudsman may standardize the format for filing the complaint. All
representations must be filed in English or Hindi. The support documents shall also be translated into
English/Hindi if the original document is in another language.
36. Pre-conditions/ limitations for entertaining complainant's representation: -
(1) The representation may be entertained by the Ombudsman only if all of the following conditions are
satisfied that:
a) it has been filed by the complainant being the aggrieved consumer or the association representing
the consumer/s;
b) the complainant has, before making a representation to the Ombudsman, approached the Forum
constituted under sub-section (5) of section 42 of the Act, for redressal of his grievance;
c) the representation by the complainant, in respect of the same grievance, is not pending in any
proceedings before any court, tribunal or arbitrator or any other authority or a decree or award or a
final order has not been passed by any such court, tribunal, arbitrator or authority;
d) the representation is not in respect of the same cause of action which was settled or dealt with on
merits by the Ombudsman in any previous proceedings whether or not received from the same
complainant or along with one or more complainants or one or more of the parties concerned with
the cause of action;
e) the complainant is not satisfied with the redressal of his grievance by the Forum or the Forum has
rejected the grievance or has not passed the order within the time-limit specified; or the licensee has
not implemented the Forum's Order;
f) the complainant has filed the representation before the Ombudsman within 30 days from the date of
receipt of the decision of the Forum or the date of expiry of the period within which the Forum was
required to take the decision or the date of expiry of the period within which the distribution
licensee was required to implement Forum's order whichever is applicable:
Provided that the Ombudsman may entertain a representation after the expiry of the said period of
thirty days if the Ombudsman is satisfied that there is sufficient cause for not filing it within that
period;
g) the representation of the complainant does not fall under sections 126, 127, 135 to 139, 152 and 161
of the Electricity Act.
(2) Within seven days from the date of receipt of the representation, the Ombudsman shall serve a notice to
the concerned licensee along with a copy of the representation for mutual agreement between the
complainant and the licensee through mediation or conciliation.
(3) When a representation is settled through mediation or conciliation, the Ombudsman shall make a record
of such an agreement in his order and thereafter close the case.
37. Proceedings of the Ombudsman
(1) Within seven (7) days of receipt of a representation send an acknowledgement to the complainant.
(2) Representations received shall be registered and serially numbered for each year, and shall be referred
e.g. C.G. No. 1/2024, 2/2024,..., 1/2025, 2/2025,... and so on.
(3) Within seven (7) days of registration, the Ombudsman shall call for records relating to the representation
from the concerned Forum.
(4) The concerned Forum shall send the entire records to the office of the Ombudsman within fifteen (15)
days from the date of receipt of such notice.
(5) The Ombudsman may determine the manner, the place, the date and the time of the hearing of the matter
as the Ombudsman considers appropriate.
(6) The Ombudsman shall issue a notice to the Distribution Licensee and the applicant who has submitted
the representation, the date of hearing in writing, giving sufficient advance notice, of not less than seven
(7) days. Provided that representations filed by applicants who are senior citizens, physically challenged,
widows and persons suffering from serious ailments shall be listed and disposed of on a priority basis.
(7) A consumer, Distribution Licensee or any other person who is a party to any proceedings before the
Ombudsman may either appear in person or authorize any person to present his case before the
Ombudsman and to do all or any of the acts for the purpose.
(8) Where any person who has been a party to the proceedings before the Ombudsman fails to appear on the
date of hearing as may be fixed on more than two (2) consecutive occasions, in this behalf, the
Ombudsman may decide the Grievance Ex-Parte:
Provided that no adjournment shall be ordinarily granted by the Ombudsman unless sufficient cause is
shown and the reasons for the grant of adjournment have been recorded in writing by the Ombudsman.
(9) The Ombudsman may hear the parties and may direct the parties to submit written statements of
submissions in the matter.
(10) The Ombudsman shall pass a written order giving reasons for all his findings and award.
(11) The Ombudsman shall pass an award as early as possible but no later than three (3) months from the
date of receipt of the representation:
Provided that where there is delay in disposal of a representation within the said period of three (3)
months, the Ombudsman shall record reasons of such delay.
(12) The order passed by the Ombudsman shall set out – (i) issue-wise decision; (ii) reasons for passing the
order; (iii) directions, if any, to the Distribution Licensee or consumer or any other order, deemed
appropriate in the facts and circumstances of the case; and (iv) directions to pay such amount as
compensation as specified by the Commission in the SOP Regulations.
(13) Notwithstanding the provisions of sub-Regulation (12) above, the Ombudsman may pass such interim
orders, at any stage during the disposal of the representation, on the request of the consumer as the
Ombudsman considers appropriate pending the final decision on the representation: Provided that,
except where it appears that the object of passing the interim order would be defeated by delay, no such
interim order shall be passed unless the opposite party has been given an opportunity of being heard.
(14) A certified copy of the order or award shall be sent to the parties within seven (7) days from the date of
order. A copy of the order may also be sent to the concerned Forum for information.
38. Finality of award
The award or the orders of the Ombudsman shall be final and binding on the parties.
39. Powers to remand matters to the Forum
(1) Where the Forum has disposed of the Grievance and the order of the Forum is reversed or set aside in the
proceedings before the Ombudsman, the Ombudsman may, if it thinks fit and necessary, by order remand
the Grievance to the Forum.
(2) The Ombudsman may, further direct what issue or issues shall be decided in the grievance so remanded,
and shall send a copy of its judgment and order to Forum from whose order the representation has been
preferred to Ombudsman, with such directions as may be necessary to consider the Grievance and pass
orders accordingly.
40. Power to Review
(1) Any person aggrieved by an order of the Ombudsman, may, upon the discovery of new and important
matter or evidence which, after the exercise of due diligence, was not within his knowledge or could not
be produced by him at the time when the order was passed or on account of some mistake or error
apparent from the face of the record, may apply for a review of such order, within thirty (30) days of the
date of the order, as the case may be, to the Ombudsman.
(2) An application for such review shall clearly state the matter or evidence which, after the exercise of due
diligence, was not within his knowledge or could not be produced by him at the time when the order was
passed or the mistake or error apparent from the face of the record. The application shall be accompanied
by such documents, supporting data and statements as the Ombudsman may determine.
(3) When it appears to the Ombudsman that there is no sufficient ground for review, the Ombudsman shall
reject such review application: Provided that no application shall be rejected unless the applicant has
been given an opportunity of being heard.
(4) When the Ombudsman is of the opinion that the review application should be granted, it shall grant the
same provided that no such application will be granted without previous notice to the opposite side or
party to enable him to appear and to be heard in support of the order, the review of which is applied for.
41. Powers to call information
For the purpose of carrying out his duties, Ombudsman shall have the same powers to call for records or
information as are available to the Forum under sub-Regulation (8) of Regulation (24).
42. Monitoring of the representations of the Ombudsman
(1) The Ombudsman shall keep a record of the representations reported to it and the results thereof.
(2) The Ombudsman shall send to the Commission, a quarterly report on disposal of the representations
within thirty (30) days of the close of the quarter and a yearly report containing a general review of the
activities of his office, within sixty (60) days of the close of the year.
(3) The Ombudsman shall prepare a report on a quarterly basis giving details of the nature of the grievances
of the consumer dealt by the Ombudsman, the response of the licensee in the redressal of the grievances
and the opinion of Ombudsman on the licensee compliance of the standards of the performance as
specified by the Commission under section 57 of the Act during the preceding six months.
CHAPTER-VI
MISCELLANEOUS
43. General-
(1) The Commission may, if it considers necessary in the public interest so to do, publish the reports of the
Ombudsman in such consolidated form or otherwise as it deems fit.
(2) The Commission may by order provide for or clarify any matter on which no provision is made in these
Regulations or the provision made is insufficient.
(3) The Forum and Ombudsman shall exercise such other powers as the Commission may, by order,
delegate from time to time.
(4) Chairperson and Members of the Forum, the Ombudsman, the Secretary and the staff thereof, when
purporting to act under any provision of the Electricity Act, 2003 or under any provision of these
Regulations or directions or orders issued there under shall be deemed to be public servants within the
meaning of Section 21 of the Indian Penal Code, 1860 and Section 2 of the Prevention of Corruption
Act, 1988.
44. Power to relax
The Commission may by general or special order, for reasons to be recorded in writing, relax any of the
provisions of these Regulations on its own motion or on an application made before it by an interested
person.
45. Power to remove difficulties: If any difficulty arises in giving effect to any provisions of these
Regulations, the Commission may, by a general or special order, direct the distribution licensee, the Forum
or the Ombudsman to take suitable action, not being inconsistent with the Act, which appears to the
Commission to be necessary or expedient for the purpose of removing the difficulties.
(1) The provisions of these Regulations shall be without prejudice to the right, which the consumer may
have apart from the rights conferred upon him by these Regulations.
(2) All appointments made, and documents executed, before the commencement of these Regulations, shall
continue to have effect till the expiry of the period for which such appointment has been made or the
document has been executed.
46. Power to issue practice directions: - Subject to the provisions of the Act, The Commission may from time-
to-time issue orders and practice directions in furtherance of these Regulations.
47. Power to amend: - The Commission, for reasons to be recorded in writing, may at any time vary, alter or
modify any provisions of these Regulations by a specific order.
48. Repeal and Savings:-
(1) On and from commencement of these Regulations, the Joint Electricity Regulatory Commission
(Consumer Grievance Redressal forum (CGRF) and Ombudsman) Regulations 2019, shall stand
repealed.
(2) Notwithstanding such repeal anything done or action taken or purported to have been done, or
proceedings initiated under such repealed Regulations, shall be deemed to have been done under these
Regulations to the extent that the same were not inconsistent with the Act.
(3) The Consumer Grievance Redressal Forum and Ombudsman of the Joint Electricity Regulatory
Commission for the state of Goa and Union Territories namely Andaman & Nicobar Islands, Chandigarh,
Dadra & Nagar Haveli and Daman & Diu, Lakshadweep, Puducherry, established under CGRF and
Ombudsman Regulation 2019 shall be deemed to be the CGRF and Ombudsman for the purposes of
these Regulations and the Chairperson, Members, staff of the CGRF, Ombudsman and its staff shall be
deemed to have been appointed under these Regulations and they shall continue to hold office on the
same terms and conditions on which they were appointed under JERC CGRF and Ombudsman
Regulations 2019, till their term expires.
(4) The provisions of these Regulations shall be without prejudice to the right, which the consumer may
have apart from the rights conferred upon him by these Regulations.
By order of the Commission
S.D.SHARMA, Secy. (I/c)
[ADVT.-III/4/Exty./436/2024-25]
Annexure-I
TIME LINES
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| S.No. | Description of action to be taken | Time Specified | Time from which period begins to seen |
+=======+=============================================================+=============================+====================================+
| Part-I| Complaints/representations before the Forum | | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 1 | Forwarding complaints to the Forum when sent through | By the next working day | |
| | Complaint Receiving Centres of the distribution licensee | | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 2 | Acknowledge of receipt of complaint- | | On the receipt of the |
| | (a) When presented in person | On same day | complaint by the Forum |
| | (b) When received by post, email or fax. | By the next day | |
| | (c) When received through the Complaint Receiving Centres | By the next day | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 3 | Forwarding of complaints to the concerned officer of the | | |
| | licensee- | | |
| | (a) In case of connection/ disconnection of supply. | 1 day | On the receipt of the complaint |
| | | | by the Forum |
| | (b) In other case | 2 days | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 4 | Response of the Licensee on the complaint - | | From the date of receipt of |
| | (a) In case of connection/ disconnection of supply. | 5 days | compliant. |
| | (b) In other case | 15 days | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 5 | Making available the record or to furnish any information | 7 days | From the date of requisition of |
| | to the Forum- | | the record or information |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 6 | Making of Orders by the Forum- | | From the date of receipt of |
| | (a) In cases of connection or disconnection of supply. | 15 days | the complaint. |
| | (b) In other case | 45 days | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 7 | Compliance of the Orders of the Forum | 15 days or the shorter | From the receipt of the Order |
| | | period, directed by Forum | by the licensee. |
| | | within which Order is to | |
| | | complied with | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 8 | Reporting of compliance by the Licensee to the Forum | 7 days | From the date of compliance. |
+=======+=============================================================+=============================+====================================+
| Part-II | Representation before the Ombudsman | | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 1. | Making representation to the Ombudsman | | |
| | (a) Against the Forum's Order | 30 days | From the date of Order by |
| | | | the Forum. |
| | (b) For the non- redressal of grievance | 30 days | After the expiry of 30 days' |
| | | | time allowed under item (a) |
| | (c) For the non-compliance of the Forum's Order by the | 30 days | From the date of Order of |
| | licensee | | the Forum. |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 2. | Settlement by Conciliation | | |
| | (a) Service of notice to the concerned officer of the | 7 days | From the date of receipt of |
| | Licensee for settlement through mediation of the Ombudsman. | | representation. |
| | (b) Acceptance of the recommendations of the Ombudsman. | 15 days | From the date of receipt of |
| | | | recommendations of the |
| | | | Ombudsman. |
| | (c) Making a record of the conciliated agreement. | 7 days | After the acceptance of the |
| | | | recommendation by the parties. |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 3. | Registration of Representation | | |
| | a) Registration of representation where the grievance is | 30 days | From the date of receipt of the |
| | not settled by mediation or conciliation by the Ombudsman. | | representation by the Ombudsman. |
| | b) Calling of record from the Forum | 7 days | From the date of registration of |
| | | | the representation by the |
| | | | Ombudsman. |
| | c) Sending of record by the Forum | 7 days | From the date of receipt of the |
| | | | notice from the Ombudsman. |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 4. | Order of the Ombudsman | 90 days | From the date of receipt of |
| | | | representation. |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| 5. | Compliance of the Ombudsman's Order | 15 days | From the issue of the Order |
+=======+=============================================================+=============================+====================================+
| Part-III| Submission of Reports | | |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
| | Submission of Reports by the Forum | | |
| | (i) Quarterly | 07 days | After the close of the quarter. |
| | (ii) Yearly | 45 days | After the close of the year. |
| | Submission of Reports by the Ombudsman- | | |
| | (i) Quarterly | 30 days | After close of the period |
| | (ii) Yearly | 60 days | After the close of the financial |
| | | | year. |
+-------+-------------------------------------------------------------+-----------------------------+------------------------------------+
ANNEXURE- II
(See Regulation 18)
GRIEVANCE SUBMISSION BEFORE FORUM
APPLICATION TO FORUM FOR REDRESSAL OF GRIEVANCE
Date*:
1. Name of the Complainant:
2. Full address of the Complainant *:
Pin Code*:
Phone no.*.
Fax no.:
Email id:
3. Nature of Connection and Consumer no.* (in case of having applied for a connection, state the application
number):
4. Division/Sub Division/Section Name*:
5. Complaint receiving centre number*:
6. Category of grievance (please tick the relevant box/ boxes):
a) Wrong billing ☐
h) Deficient service☐
b) Recovery of arrears ☐
i) Delay in providing New connection☐
c) Faulty Meter ☐
j) Reconnection☐
d) Burnt meter ☐
k) Change in connected load☐
e) Supply interruption ☐
l) Transfer of connection☐
f) Harmonics in supply ☐
m) Others (please specify)
g) Supply voltage related ☐
7. Name, designation and office address of the employee / employees against whom grievance has been filed (if any):
8. Details of the grievance, facts giving rise to the grievance* (If space is not sufficient, please enclose separate sheet)
9. Nature of relief sought from the Forum
10. List of documents enclosed (Please enclose copies of any relevant documents which support the facts giving rise
to the grievance)
11. Declaration
(a) I/ We, the Complainant /s herein declare that:
(i) the information furnished herein above is true and correct; and
(ii) I/ We have not concealed or misrepresented any fact stated hereinabove and the documents
submitted herewith.
(b) The subject matter of the present Grievance has never been submitted to the Forum by me/ or by any one of us or
by any of the parties concerned with the subject matter to the best of my/ our knowledge.
(c) The subject matter of my / our Grievance has not been settled through the Forum in any previous proceedings.
(d) The subject matter of my / our Grievance has not been decided by any competent
authority/court/arbitrator, and is not pending before any such authority / court / arbitrator.
Yours faithfully
(Signature)
(Complainant's name in block letters)
NOMINATION – (If the Complainant wants to nominate his representative to appear and make
submissions on his behalf before the Forum, the following declaration should be submitted.)
I/We the above named consumer hereby nominate Shri/Smt.
and whose address
is
as my/our REPRESENTATIVE in the proceedings and confirm that any statement,
acceptance or rejection made by him/her shall be binding on me/us. He/She has signed below in my presence.
ACCEPTED
(Signature of Representative)
(Signature of Complainant)
Uploaded by Dte. of Printing at Government of India Press, Ring Road, Mayapuri, New Delhi-110064
and Published by the Controller of Publications, Delhi-110054.
GORAKHA NATH YADAVA
GORAKHA
NATH YADAVA Date: 20
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