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