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KARNATAKA
ELECTRICITY REGULATORY COMMISSION
BANGALORE
Practice Direction No. l
CONSUMER GRIEVANCE HANDLING PROCEDURE
One of the mandates of
the Karnataka Electricity Regulatory Commission is to ensure a
fair deal to consumers. Under Section 35 of the Karnataka
Electricity Reform Act, 1999, the Commission may make regulations
specifying the circumstances under which Licensees are to inform
customers of their rights. The Commission has specified under the
Supply License that the Licensee shall establish with the prior
approval of the Commission, a procedure for handling complaints
from consumers. The consumer can also approach the Commission in
the event of failure or delay on the part of the Licensee in
resolving the grievance.
For this purpose ‘Consumer’ means any person as defined in Section
2(c) of the Indian Electricity Act, 1910 and shall also include
any person who has made an application for availing power supply
from the Licensee.
The procedure for dealing with these grievances before the
Commission shall be dealt in accordance with the following
Consumer Grievance Handling Procedure:
I Appointment of a Grievance Redressal Officer
II Compliance with Licensee’s Code of Practice
III Grievance Filing
IV Commission procedure
V Monitoring of Complaints brought to the Commission
The Commission has separately accorded approval to the Complaint
Handling and Redressal Standards relating to Distribution and
Supply of Power (Standards of performance) as required under para
23.2 of the Supply Licence issued to KPTCL. |
- I.
Appointment of a Grievance Redressal Officer :
1. The Commission shall nominate an officer as ‘Grievance
Redressal Officer’ to deal with all matters relating to consumer
grievances.
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