Now, timely redressal of power consumers’ plaints

CHANDIGARH: Now, the power consumers will no more have to wait endlessly for the decision on their grievances as the Joint Electricity Regulatory Commission (JERC) has fixed time frame for grievance redressal by the Consumer Grievances Redressal Forum (CGRF).

Ramkrishan Upadhyay

Tribune news service

Chandigarh, September 15

Now, the power consumers will no more have to wait endlessly for the decision on their grievances as the Joint Electricity Regulatory Commission (JERC) has fixed time frame for grievance redressal by the Consumer Grievances Redressal Forum (CGRF).

The consumers can approach the forum in case they have grievances against the order or decisions of the Electricity Department.

Under the new regulations called the Joint Electricity Regulatory Commission (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2019, finalised by the JERC, the time frame has been fixed from the acknowledgement of the complaint to the delivery of the order.

The JERC has also revised the guidelines and qualification for the appointment of the Chairman and members of the CGRF.

According to the new regulations, the acknowledgement of the complaint should be given to the consumers on the same day. The commission should forward the complaint to the officers concerned on the same day in case of power disconnection and within two days in case of the other complaints.

In case of disconnection of power supply and to provide information regarding any other subject, the Electricity Department has to submit a reply within 15 days. Also, a 15-day time has been fixed for making the record or information available to the forum.

The forum cannot delay pronouncing the judgement beyond 15 days in cases of connection or disconnection of power supply. In other cases, the decision has to be delivered within 45 days.

The department will have to comply with the order in 15 days in case of power supply and 45 days in other cases. It should report to the forum for the compliance in seven days and a representation should be made before the ombudsman against the forum’s order in 30 days. SK Nayar, president of Indian Citizen’s Forum, an NGO, said the decision was in the right direction. Narinder Sharma, also a member of the NGO, said justice should be provided to consumers at the earliest.

How much time it will take

Acknowledgement of complaint Same day

Department to submit reply 5 days

Pronouncing judgement in case of connection/disconnection 15 days

Pronouncing judgement in other cases 45 days

Compliance of order by department 15 days