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KARNATAKA
ELECTRICITY REGULATORY COMMISSION
BANGALORE
Practice Direction No. l
CONSUMER GRIEVANCE HANDLING PROCEDURE
II. Compliance with
Licensee’s Code of Practice:
1. Any person or organization wishing to submit his grievance to
the Commission should in the first instance have submitted his
grievance to the Licensee in accordance with the Licensee’s
approved grievance handling procedure and should have exhausted
the Licensee’s grievance handling process.
2. The Commission will take cognizance of the grievance if the
consumer is not satisfied with the final response of the Licensee
or if the consumer feels that the Licensee has delayed in
addressing the consumer’s grievance beyond three months.
3. The Commission will not take cognizance of the grievance of the
consumer if the consumer has not exhausted the Licensee’s
grievance handling process. In such an event, the grievance of the
consumer will be forwarded by the Grievance Redressal officer of
the Commission to the Licensee for appropriate action.
4. If the Commission does not take cognizance of the grievance, it
shall inform the consumer stating reasons for doing so.
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III. Grievance
Filing:
1. Every grievance to the Commission must be submitted in writing
to the Grievance Redressal officer stating:
(i) The name of the individual or organization, address and
telephone number (if any) of the complainant;
(ii) The name of the Licensee;
(iii) A brief description of the matter which is the source of the
grievance, including copies of any relevant and supporting
document;
(iv) If known, specific references to any Law, Licence condition,
Regulation, Code or Standard alleged to have been violated;
(v) Written proof that the complainant had submitted the grievance
to the Licensee and has exhausted its grievance procedure;
(vi) Relief sought; and
(vii) An authenticated copy of response from the Licensee. |
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