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Scope of the Consumer Grievances
Redressal Forum / Complaint Redressal Committees:
Any consumer/complainant may file their grievances in verbal / written mode in regards to failure of power supply, interruption, quality of supply, meter, meter box, metering arrangement, service line, payment of bills and in the matter of electricity supply and electricity related service matters except the matters pertains to Sect. 126, 127, 135 to 140, 152 and 161 of the Electricity Act, 2003, at the Division / Circle Office/ Corporate Office of DGVCL.
The complainant may refer the format for registering of their grievances prescribed in the following of this chapter and the detailed information.
Information regarding Constitution of
Complaints Redressal committee at Division / Circle Office/ Corporate Office of
DGVCL.
On the above subject, the important provisions of various GERC Regulations related to Redressal of Grievances of Consumers, Standard of Performance of Distribution Licensee (Handling complaints), etc. are reproduced herein below.
[A] Notification No. 10 of 2005:
“Standard of Performance of Distribution
Licensee”
Chapter IV: Handling of Complaints:
cl. 4.3: Complaints in respect of supply of electricity covering metering, billing and payment, shall be made at specified offices of the licensee. Licensee shall convey information of the name of office(s), address(s) and telephone numbers where the consumer can lodge complaints, with the electricity bills and also display it at the sub-division offices or equivalent distribution unit designated by whatever name. If the phone services for recording complaints, if outsourced by the licensee, the phone numbers of such call centre shall be displayed in electricity bills and sub-divisional offices. The licensee shall also endeavor to publicise these contact details through local newspapers/TV/Radio.
cl. 4.4: The office where a complaint is registered shall dispose it of and if any instruction/sanction is to be obtained from a higher authority, it shall be obtained by the complaint registering office. The complainant is not required to approach such higher authority.
cl. 4.5: Grievances regarding non-registration of complaints and failure to perform within the time limits and/or to meet the performance targets, as specified in these Regulations, shall be made to the concerned officer in-charge of the division or to equivalent distribution unit designated by any other name. In case of unsatisfactory disposal of grievances/complaint should be made to the officer in-charge of the circle or equivalent similar functionary by whatever name designated.
cl. 4.6: In case a consumer is not satisfied with the disposal of complaint even after taking the issue at the level of division head / circle head, he can approach the complaint redressal committee as indicated in sub clause 4.7 below.
cl. 4.7: The licensee shall hold regular grievance redressal meetings with consumers. These meetings shall be open to all consumers. The consumers can also register their complaints in these meetings. These meetings shall be held in the office of the head of the sub-division or equivalent distribution unit designated by whatever name on 10th of every month and in the office of the head of the circle or equivalent similar functionary by whatever name designated on 20th of the same month. If 10th or 20th of a month falls on a Sunday or a public holiday or a holiday in the State due to any other reason, the meeting shall be held on the next working day. The schedule of the redressal committee meetings should be displayed at sub-division/circle/section/zonal offices. Minutes of the sub-division/section level meeting and action taken report should be available to the head of the circle/zone at the time of meeting to be held on 20th of the same month. The redressal committee shall as far as practicable dispose of the matter within not more than three meetings
These provisions also mandate for the constitution of Complaints Redressal Committee at Division and Circle Offices and to hold the meetings on 10th / 20th of every month at Division / Circle Office levels.
[B] Notification No.
4 of 2004:
“Establishment of Forum for Redressal of Grievances of Consumers Regulations”
Chapter II: Forum for Redressal of Grievances of the Consumers:
cl.3 (b): The Licensee shall establish as many Forums as it deems fit to ensure prompt redressal of Grievances within the timeframe specified in these Regulations and in accordance with the guidelines laid under these Regulations.
cl.3 (q): The staff of the Forums shall –
(i)receive Grievances and Complaints;
(ii)receive any other documents which may be required to be filed with the Forum;
(iii)maintain records of proceedings;
(iv)circulate matters to members of the Forum for directions and proper orders;
(v)do all other acts and deeds in compliance with orders issued by the Forum; and
(vi)do all other acts and things required for the functioning and the proceedings of the Forum.
Chapter III: Representation before the Forum and Grievance Redressal of Forum for Redressal of Grievances of the Consumers:
cl.6(c): The Complainant
can approach the Forum in the following events:
(a) If the Licensee fails to register the Complaint; or
(b)
If the Licensee fails to
resolve the Complaint within the time limits specified by the Forum; or
(c) 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.
cl.7(k): The Forum(s) shall decide Grievances expeditiously and shall pass a reasoned decision and communicate such reasoned decision to the Consumer(s)/ Complainant(s) and the Licensee. The Forum shall prescribe the detailed timeframes for Grievance redressal based upon the nature of the different issues which may be involved in the Grievances relating to Electricity Service, provided, however, in no matter such timeframe shall exceed a period exceeding forty five (45) days from the date of receipt of a Grievance, or such other maximum period as may be specified by the Commission in this regard, by publication.
________________________________________________________________________
In view of the above, 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
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 |
Co-ordinator |
|
1 |
Corporate Office |
Chief Engineer [Proc.], General Manager [F&A], Member - Independent |
Superintending Engineer [RP] |
|
2 |
Circle Office |
Superintending Engineer, Executive Engineer [Tech.], Account Officer [Rev.] |
Account Officer [Rev.] |
| 3 |
Division Office |
Executive Engineer |
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 consumer’s grievance/ complaints is not
redressed / resolved, the consumer can approach Consumer Grievances Redressal
Forum at Corporate Office of DGVCL at
________________________________________________________________________
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.
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 and in the
matter of electricity supply and electricity related service matters except the matters pertains to Sect. 126,
127, 135 to 140, 152 and 161 of the Electricity Act, 2003.
The
cases involving financial responsibility may be heard by the Ombudsman after
depositing 1/3rd of the amount involved.
Address and Contact details of the
Ombudsman [Vidhyut Lokpal] of
Office
of the Ombudsman [Vidhyut Lokpal],
GERC,
1st Floor,
Opposite
AHMEDABAD – 380 009.
Tel. No. (079) -
26580350
Fax No. (079) -
26584542
E-mail: gerc@gercin.org
Website: www.gercin.org
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,
|
0261-2804238 98792 02466 |
1. Chairman – Chief Engineer [P] 2. Member – General Manager [F&A] 3. Member - Independent |
Circle Level Complaint Redressal Committees [CRCs]:
|
Circle Office |
Phone No. |
Forum |
|
|
0261-2804303-308 / 98792 02469 |
1. Chairman – Superintending Engineer 2. Member – Executive Engineer [Tech.] 3. Member – Accounts Officer [Rev.] |
|
Valsad |
02632-253936-244410 / 98792 02475 |
|
|
Bharuch |
02642-245402-229189 / 98792 02472 |
Divisional Level CRCs within the jurisdiction of
|
Division Office |
Phone No. |
Forum |
|
|
0261-2898900 / 98792 00821 |
1. Chairman – Executive Engineer 2. Member – Deputy Engineer [Tech.] 3. Member – Supdt. Accounts [Rev.] |
|
|
0261-2676507 / 99252 11385 |
|
|
|
0261-2804351 / 9879200768 |
|
|
Bardoli |
02622-2225731 / 98792 00822 |
|
|
Vyara |
02626-220165 / 99252 11432 |
Divisional Level CRCs within the jurisdiction of
|
Division Office |
Phone No. |
Forum |
|
Valsad Rural |
02632-222078 / 99252 11346 |
1. Chairman – Executive Engineer 2. Member – Deputy Engineer [Tech] 3. Member – Supdt. Accounts [Rev.] |
|
|
02632-244313 / 99252 11355 |
|
|
Vapi Rural |
0260-2421869 / 98792 00816 |
|
|
Vapi Industrial |
0260-2225731 / 99252 11327 |
|
|
Navsari Rural |
02637-236017 / 99252 11458 |
|
|
|
02637-258344 / 99252 11321 |
Divisional Level CRCs within the jurisdiction of
|
Division Office |
Phone No. |
Forum |
|
Bharuch Rural |
02642-245001 / 98792 00824 |
1. Chairman – Executive Engineer 2. Member – Deputy Engineer[ Tech.] 3. Member – Supdt. Accounts [Rev.] |
|
|
02642-263427 / 98792 00825 |
|
|
Ankleshwar Rural |
02646-247152 / 99252 11246 |
|
|
Ankleshwar Industrial |
02646-247950 / 98792 00827 |
|
|
Rajpipla |
02640-222152 / 98252 11268 |