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REDRESSAL FORUM


  1. What is the Redressal Forum?


Redressal forum is a body independent of the distribution Licensee, set up to resolve consumer disputes/grievances. The Forum has been established in compliance with the provisions of Section 42(5) of The Electricity Act, 2003 and Notification No.11 of 2005"Establishment of Forum for redressal of Grievances of Consumers Regulations" (the "Forum") issued by the Hon'ble Gujarat Electricity Regulatory Commission under the said Act..


  1. Who can approach the Redressal Forum ?


Any complainant can approach the forum in case the Licensee fails to register the complaint or resolve the complaint in a satisfactory manner as prescribed in the Standards of Performance defined by the Hon’ble GERC.


The Consumer shall not be entitled to approach the Forum in the following cases.

. 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; and

. In cases which fall under the Sections 126, 127, 135 to 139, 152 and 161 of the Electricity Act, 2003.

. In cases where the Complaint/Grievance has been registered two years after the date on which the cause of action has arisen

. Complaints/Grievances which are:


a) frivolous, vexatious, malafide;

b) without any sufficient cause;

c) there is no prima facie loss or damage or inconvenience caused to the Complainant.

How to approach the Forum ?


The complaint to the Forum can be sent through any written mode (Letter/Fax/Email etc). There is no prescribed format for the same. The Forum will provide the complainant an acknowledgement for the complaint made immediately if complaint is made in person and within two working days of the receipt of complaint if made through post/email/fax/contact centres’. The Forum shall provide time frames for redressal of grievance subject to the maximum time frame of 45 days from the date of receipt of the grievance.

DGVCL has formed Complaints Redressal Committees (CRC) at Division / Circle Offices and to hold the meetings on 10th / 20th of every month at Circle Level / Division Level.


As mentioned above, if the Consumer/Complainant is not satisfied with the Redressal of the Complaint (including dismissal) even after taking up the issue at the level of division head / circle head, as provided for in the Standards of Performance, the Consumer may approach to the CGRF at Corporate Office of DGVCL at Surat.


This will facilitate the Consumers to redress their grievances / complaints at local level i.e.Circle Level / Division Level.


The structure of the CRC/Forum at Corporate Office Level / Circle Office Level/ Division Office level consists of three members as under:


Sr. no.

Name of the Office

Members of the CRC/CGRF

Co-ordinator

1

Corporate Office(CGRF)

Chairman-Mr.R J Patel (Retired IAS)

Member (Tech)-Mr. B R Icecreamwala(ACE,DGVCL)

Member (independent)-Mr.P V Chhapia (Advocate)

Convener ( Executive Engineer(C&R) )

Mr.P M Patel

2

Circle Office(CRC)

Superintending Engineer,

Executive Engineer [Tech.], Account Officer [Rev.]

Account Officer [Rev.]

3

Division Office(CRC)

Executive Engineer,

Deputy Engineer [Tech.], Supdt.Accounts [Rev.]

Supdt.Accounts [Rev.]



As per the Regulations, Division levels Complaints Redressal Committee will meet on 10th of every month and the grievances which are not redressed there may be taken up in the Circle Level Complaints Redressal Committee meeting on 20th of every month. Even then if the consumers grievance/ complaints is not redressed / resolved, the consumer can approach Consumer Grievances Redressal Forum at Corporate Office of DGVCL at Surat.


Normal practice / procedure to be followed for the redressal of grievances.


DGVCL has constituted 3-tier system for redressal of consumer grievances prescribed as follows:


First Step:


Divisional Level Complaint Redressal Committee [CRC]:

The consumer shall register grievance before concerned Divisional Level Complaint Redressal Committee [CRC]. Divisional Level CRC shall hear and decide the complaint within the prescribed time limit and dispose of the complaint within a one month by way of delivering reasoned order in the manner prescribed herein above paras.


Second Step:


Circle Level Complaint Redressal Committee [CRC]:

Aggrieved on receipt of the decision of Divisional Level CRC, the consumer may approach before the Circle Level CRC. In this case, Circle Level CRC shall act as appellate body above Division Level CRC and the complaint shall be treated in the manner prescribed herein above paras.


Third Step:


Corporate Level Consumer Grievances Redressal Forum [CGRF]:

Aggrieved on receipt of the decision of Circle Level CRC, the consumer may approach before the CGRF. In this case, CGRF shall act as appellate body above Circle Level CRC and the complaint shall be treated in the manner prescribed herein above paras.


Information of Complaint Redressal Committees [CRCs] and Consumer Grievances Redressal Forum [CGRF] of DGVCL:

Corprate Level Consumer Grievances Redressal Forum:


Corporate Office

Phone No.

Forum

Consumer Grievances Redressal Forum [CGRF], DGVCL, Nana Varacha Road, Kapodara, Surat

0261-2804238

8238683895

1. Chairman- Mr.R J Patel (Retired ,IAS)

2. Member (Tech.)- Mr. B R Icecreamwala(ACE ,DGVCL)

3. Member(Independent)- Mr. P V Chhapia (Advocate)

4. Convener-Mr.P M Patel (Executive Engg- C & R)-


Circle Level Complaint Redressal Committees [CRCs]:


Circle Office

Phone No.

Forum

Surat

0261-2804303-308 / 98792 02469

1. Superintending Engineer as Chairman

2. Executive Engineer [Tech.] as Member

3. Accounts Officer [Rev.] as Member

Valsad

02632-253936-244410 / 98792 02475

Bharuch

02642-245402-229189 / 98792 02472






Divisional Level CRCs within the jurisdiction of Surat Circle:


Division Office

Phone No.

Forum

Surat Industrial

0261-2898900 / 98792 00821

1.Executive Engineer as Chairman

2.Deputy Engineer [Tech.] as Member

3.Supdt. Accounts [Rev.] as Member

Surat Urban

0261-2676507 / 99252 11385

Surat Rural

0261-2804351 / 9879200768

Bardoli

02622-2225731 / 98792 00822

Vyara

02626-220165 / 99252 11432


Divisional Level CRCs within the jurisdiction of Valsad Circle:


Division Office

Phone No.

Forum

Valsad Rural

02632-222078 / 99252 11346

1. Executive Engineer as Chairman

2. Deputy Engineer [Tech] as Member

3. Supdt. Accounts [Rev.] as Member

Valsad City

02632-244313 / 99252 11355

Vapi Rural

0260-2421869 / 98792 00816

Vapi Industrial

0260-2225731 / 99252 11327

Navsari Rural

02637-236017 / 99252 11458

Navsari City

02637-258344 / 99252 11321


Divisional Level CRCs within the jurisdiction of Bharuch Circle:


Division Office

Phone No.

Forum

Bharuch Rural

02642-245001 / 98792 00824

1. Executive Engineer as Chairman

2. Deputy Engineer[ Tech.] as Member

3. Supdt. Accounts [Rev.] as Member

Bharuch City

02642-263427 / 98792 00825

Ankleshwar Rural

02646-247152 / 99252 11246

Ankleshwar Industrial

02646-247950 / 98792 00827

Rajpipla

02640-222152 / 98252 11268






Ombudsman [Vidhyut Lokpal]:


Introduction and Scope:


As per the provision of Sub-sect.(6) of Sect.42 read with Sect.181 of the Electricity Act, 2003, GERC has appointed the Ombudsman as an authority for hearing appeal against the decision of the CGRFs of the Distribution Licensees.


Any consumer/complainant may file their appeal before the Ombudsman in written mode, against the decision of the Consumer Grievances Redressal Forum[CGRF] in regards to failure of power supply, interruption, quality of supply, meter, meter box, metering arrangement, service line, payment of bills new connection, additional load, reduction of load, shifting of connection or line etc and in the matter of electricity supply and electricity related service matters of the Electricity Act, 2003.


The cases involving financial responsibility may be heard by the Ombudsman after depositing 1/3rd of the amount involved.


Pre-conditions/ Limitations for Entertaining Complainant’s Representation to Ombudsman


3.17 A Representation may be entertained by the Ombudsman only if all of the following conditions are satisfied:

i. It has been filed by the Complainant (aggrieved Consumer). For avoidance of doubt, a Licensee is not allowed to file a Representation before the Ombudsman against the order of the Forum.

ii. The Complainant had, 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/her Complaint/Grievance.

iii. The Representation by the Complainant, in respect of the same Complaint/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 Ombudsman, such court, tribunal, arbitrator or authority.


iv. The Complainant is not satisfied with the redressal of his/her Complaint/Grievance by the Forum or the Forum has rejected the Complaint/Grievance or has not passed the order within the time limit specified or Distribution Licensee has not implemented Forum’s order within specified time limit.

v. The Complainant has filed the Representation before the Ombudsman within 30 days from the date of receipt of the order of the Forum or date of expiry of the period within which the Forum was required to issue the order, or date of expiry of the period within which Distribution Licensee has to implement Forum’s order, whichever is applicable:


Provided that the Ombudsman may entertain an appeal after the expiry of the said period of 30 days if the Ombudsman is satisfied that there is sufficient cause for not filing it within that period.


vi. The Representation does not fall under sections 126, 127, 135 to 139, 152 and 161 of the Act.

vii. The Complainant who claims compensation from the Distribution Licensee has paid such fees as may be stipulated by the Commission from time to time.

viii. The Complainant has deposited one third amount in terms of Forum’s order, if required, with the Licensee and submit proof of payment made.



Address and Contact details of the Ombudsman [Vidhyut Lokpal] of Gujarat:


Electricity Ombudsman:

Office of the Electricity Ombudsman

Barrack No 3, Polytechnic Compound,

Ambawadi, Ahmedabad-380015

Phone:- (079) 26302689

Email: ombudsman@gercin.org

Website: www.gercin.org