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KARNATAKA
ELECTRICITY REGULATORY COMMISSION
BANGALORE
Practice Direction No. l
CONSUMER GRIEVANCE HANDLING PROCEDURE
| IV
Commission procedure: |
- 1. Action by the
Grievance Redressal Officer:
(i) Within 3 working days of receipt of a consumer grievance,
the Grievance Redressal officer shall send an acknowledgement to
the consumer. Grievances, which fulfill conditions in Para II
above, will be registered and serially numbered, e.g., C/01/0,
C/02/0 and so on. A copy of the grievance shall be forwarded
under the signature of the Grievance Redressal officer within 5
working days of receipt to the Licensee to offer parawise
comments and such other information as may be necessary to
dispose of the grievance effectively and adequately.
(ii) Within 14 working days from the date of receipt, the
Licensee shall submit its parawise comments and such other
information to the Commission on the grievance, failing which it
will be deemed that the Licensee has no comments to offer and a
decision shall be taken by the Commission as deemed fit and
proper unless the time for such a response is extended in
writing by the Commission.
(iii) The period prescribed for submission of the parawise
comments shall not be ordinarily extended unless a specific
prayer is made on valid and cogent ground to that effect by the
Chief Executive of the Licensee and the Commission approves of
the same.
(iv) On receipt of the parawise comments, the case file shall be
processed within 14 working days.
(v) Should a rejoinder from the Complainant be considered
absolutely necessary for a just decision of the Consumer
grievance, the same may be obtained under the order of the
Commission.
(vi) The powers of the Commission under the Act and powers for
investigation, inquiry, collection of information etc., under
Chapter III of the Karnataka Electricity Regulatory Commission
(General and Conduct of Proceedings) Regulations 2000 shall be
applicable in dealing with the grievances.
(vii) In case, where the Commission considers it appropriate to
undertake and discharge the matter through hearing of the
affected parties, procedures as laid down in Chapter II of the
Karnataka Electricity Regulatory Commission (General and Conduct
of proceedings) Regulations, 2000 shall apply.
(viii) The Commission will pass an order as deemed fit and
proper taking into consideration the grievance, the parawise
report and such other information supplied by the Licensee and
documents, if any, filed by the parties. The final decision on
the grievance shall not be delayed beyond three months from the
date of receipt in any event.
(ix) The order passed under Para (viii) shall be implemented by
the Licensee within 15 days of the receipt of the order.
(x) The Licensee shall report compliance to the Commission
within 7 days of implementation of the order.
(xi) Failure to implement the order of the Commission makes the
Licensee liable to action under the Act.
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