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Complaints & Grievances

Consumers will be aware that a Grievance Redressal Forum exists in India Power Corporation Limited (IPCL) as required under the West Bengal Electricity Regulatory Commission (Guidelines for Establishment of Forum for Redressal of Grievances of Consumers and Time and Manner of Dealing with such Grievances by the Ombudsman) Regulations, 2013.

While the existing system of attending consumer complaints at Distribution Offices, Central Office, Head Office or over telephone will continue, if the consumers are not satisfied with the redressal of their complaints at the initial stage and have further grievances, they can approach the Consumer Grievance Redressal Forum, as detailed below with such grievance. The forum has Grievance Redressal Officer(s) (GRO) at sub divisional and divisional level and Central Grievance Redressal Officer (CGRO) at the corporate headquarters level.

As per the Regulations, the Redressal Forum is required to follow the procedures laid down hereinafter to deal with any complaint of any existing or prospective consumer of power within the area of supply of a distribution licensee.

The consumer shall approach the GRO of his area only through a written petition, submitting in the same, as much concrete and detailed information about grievance as possible. The aggrieved consumer shall submit such petition along with enclosures in 3(three) copies within 90 (ninety) days from the date of occurrence of the cause of action. If his grievance is the subject matter of any court case, he should furnish a copy of his plaint and indicate the status of the court case. In case, the court case has already resulted in an order, he should submit a copy of that order.

On receipt of the grievance petition from a consumer or from the Commission, the GRO shall acknowledge the same by a written communication within 7 (seven) working days from the date of receipt of the same. Each petition shall be given a consecutive number pertaining to that year and the date on which such number is given and the same shall be specifically quoted in communication to the grievance petitioner.

If a grievance, in the considered opinion of the GRO, does not require any consultation with technical expert of the distribution licensee or any spot inspection, the GRO after giving reasonable opportunity to both parties, prepare a draft settlement order with analysis of the grievance redressed and details of the compensation, if any, awarded in writing with direction to both parties to submit their views on the draft order within time frame fixed by the GRO.







On receiving the views on the draft order as referred above, if submitted within the time limit by the parties or any of the parties, the GRO shall fix up a date for further hearing to both parties following which he shall pass a reasoned and speaking order analysing the grievance that has been redressed and compensation, if any, awarded in details in writing disposing of the grievance petition within 40 (Forty) working days from the date of sending the acknowledgement to the petitioner.

In case of receiving no views on the draft order as referred above, the GRO based on the draft order and without any further hearing shall pass reasoned and speaking final order analysing the grievance that has been redressed and compensation, if any, awarded in details in writing disposing of the grievance petition within 40 (Forty) working days from the date of sending the acknowledgement to the petitioner.

If a grievance, in the considered opinion of the GRO, requires either a consultation with technical expert of the distribution licensee or any spot inspection or both, the GRO shall after holding the said consultation and/or a spot inspection and after giving reasonable opportunity to both parties, prepare a draft settlement order with analysis of the grievance redressed and details of the compensation, if any, awarded in writing with direction to both parties to submit their views on the draft order within time frame fixed by the GRO. In this context, the views shall be provided by the licensee through any concerned officer in relation to the grievance other than GRO/CGRO.

On receiving the views on the draft order as referred above, if submitted within the time limit by the parties or any of the parties, the GRO shall fix up a date for further hearing to both parties following which he shall pass a reasoned and speaking order analysing the grievance that has been redressed and compensation, if any, awarded in details in writing disposing of the grievance petition within 60 (Sixty) working days from the date of sending the acknowledgement to the petitioner.

In case of receiving no views on the draft order as referred above received, the GRO based on the draft order and without any further hearing shall pass reasoned and speaking final order analysing the grievance that has been redressed and compensation, if any, awarded in details in writing disposing of the grievance petition within 60 (Sixty) working days from the date of sending the acknowledgement to the petitioner.

Each order of a GRO by which a consumer’s grievance is finally disposed off, shall contain the information to the effect that the consumer may approach the Ombudsman for settlement of his grievance, if he feels dissatisfied with the final order of the GRO. The order should also mention the full postal address, telephone no. , Fax no., e-mail address etc. of the office of the Ombudsman .

Copy of the written order passed by a GRO, certified to be a true copy, shall be given to the aggrieved consumer, who had submitted a grievance petition and to the Licensee by the GRO within 7 (seven) working days from the date of passing of the order.

An aggrieved consumer must approach at least one GRO or CGRO before he can represent his case to the Ombudsman. If a consumer is not satisfied with the order of the GRO or he does not receive any order from the GRO who was first approached, within 100 (one hundred) days from the date of lodging his grievance, he may submit written representation to the Ombudsman for settlement of his grievance.

Representation to the Ombudsman is without any prejudice to the aggrieved consumer’s rights to move any other authority or a court of law or a consumer’s forum for Redressal of his grievances. If he has moved any such authority or a court of law, or a consumer’s forum, he shall disclose the same with all necessary details to the Ombudsman when he files a representation to the latter.

A representation, in Annexure-I, in duplicate to the Ombudsman should normally be filed by the aggrieved consumer within 20 (twenty)working days: i) from the date of receiving an order from a GRO/CGRO where the consumer is not satisfied with the order; or ii)from the date of expiry of the time limit where no order is received from the GRO/CGRO within the time limit stipulated in step no. 3c & 3d ; or iii)after completion of 100 (one hundred) working days from the date of lodging of a complaint/grievance to a GRO/CGRO where the licensee does not comply with the order of the GRO/CGRO. The representation should be filed in the format prescribed in Annexure-I provided herewith. No fees are payable for filing representation to the Ombudsman.

The details of Grievance Redressal Officers for in different levels and Ombudsman are furnished below:




CENTRAL GRIEVANCE REDRESSAL OFFICER (CGRO) OF INDIA POWER CORPORATION LIMITED AT CORPORATE LEVEL:

MR. AMITABHA SAHA, VP (MARKETING)

PLOT NO. X1- 2 & 3,
BLOCK – EP, SECTOR – V, SALT LAKE CITY, KOLKATA - 700 091.
PHONE: 033-6609 4300/4308
FAX: 033-23572452

Email: amitabha.saha@indiapower.com




GRIEVANCE REDRESSAL OFFICERS (GRO) OF INDIA POWER CORPORATION LIMITED AT DIVISIONAL LEVEL:

CENTRAL OFFICE:

MR. DEBASHIS SARKAR, VP (TECHNICAL)

INDIA POWER CORPORATION LIMITED, SANCTORIA, P.O. DISHERGARH, DIST.
BURDWAN, WEST BENGAL, PIN - 713 333.
PHONE: 0341 6600462
FAX: 0341-6600464

Email: debashis.sarkar@indiapower.com

MR. DINESH BARHATE, DGM (COMMERCIAL)

INDIA POWER CORPORATION LIMITED, SANCTORIA, P.O. DISHERGARH, DIST.
BURDWAN, WEST BENGAL, PIN - 713 333.
PHONE: 0341 6600462
FAX: 0341-6600464

Email: dinesh.barhate@indiapower.com




GRIEVANCE REDRESSAL OFFICERS OF INDIA POWER CORPORATION LIMITED AT SUB-DIVISIONAL LEVEL:

DISHERGARH DISTRIBUTION:

MR. SANJOY BHATTACHARYA, SR. DIVISIONAL ENGINEER (T & D)

DISHERGARH POWER STATION, P.O. SUNDERCHAK,
DIST. BURDWAN, WEST BENGAL, PIN-713 360.
PHONE: 0341 2510626/2510442/2510447.
FAX: 0341-2511900

Email: sanjoy.bhattacharya@indiapower.com

MR. SOUMYADEV BHATTACHERJEE, EXECUTIVE ENGINEER (T & D)

DISHERGARH POWER STATION, P.O. SUNDERCHAK,
DIST. BURDWAN, WEST BENGAL, PIN-713 360.
PHONE: 0341 2510626/2510442/2510447.
FAX: 0341-2511900

Email: soumyadev.bhattacharjee@indiapower.com




SEEBPORE DISTRIBUTION:

MR. SHEKHAR PAL, GENERAL SUPERINTENDENT ENGINEER(SPS & LRS)

SEEBPORE POWER STATION, P.O. JAMURIA, DIST.
BURDWAN, WEST BENGAL.
PHONE: 0341 6605601.
FAX: 0341-6605596

Email: shekhar.pal@indiapower.com

MR. BUDHADITYA MUKHERJEE, EXECUTIVE ENGINEER(T & D)

SEEBPORE POWER STATION, P.O. JAMURIA, DIST.
BURDWAN, WEST BENGAL.
PHONE: 0341 6605601.
FAX: 0341-6605596

Email: budhaditya.mukherjee@indiapower.com




LUCHIPUR DISTRIBUTION:

MR. ARINDAM KUNDU, EXECUTIVE ENGINEER (T & D).

LUCHIPUR RECEIVING STATION. P.O. KAJORA, DIST.
BURDWAN, WEST BENGAL.
PHONE: 0341 6609309
FAX: 0341 6609309

Email: arindam.kundu@indiapower.com

MR. DEBASIS ACHARJEE, EXECUTIVE ENGINEER (T & D)

LUCHIPUR RECEIVING STATION. P.O. KAJORA, DIST.
BURDWAN, WEST BENGAL.
PHONE: 0341 6609309
FAX: 0341 6609309

Email: debasis.acharjee@indiapower.com

Note

1. Normally consumers shall approach GRO under Sl. No. 1 of his area through a written petition.

2. In absence of GRO under Sl.No. 1, consumers shall approach GRO under Sl. No. 2 at that location.

OMBUDSMAN

OFFICE OF THE OMBUDSMAN
WEST BENGAL ELECTRICITY REGULATORY COMMISSION
BIKALPA SHAKTI BHAWAN, (3RD FLOOR),
J-1/10, EP & GP BLOCK,
SECTOR V, SALT LAKE,
KOLKATA – 700 091.
PHONE - 033 23572416
FAX – 033 23572415
Email: wbercombudsman2012@gmail.com

ANNEXURE I: Click for Details