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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..

2. 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 10^th / 20^th 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:

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 20^th of every month. Even then if the consumer�s 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:

Circle Level Complaint Redressal Committees [CRCs]:

Divisional Level CRCs within the jurisdiction of Surat Circle:

Divisional Level CRCs within the jurisdiction of Valsad Circle:

Divisional Level CRCs within the jurisdiction of Bharuch Circle:

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 1/3^rd 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