Section 17 in Joint Electricity Regulatory Commission (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2019
17. Submission of grievances.
(1)The Complainant can submit his grievance either in person or through post, e-mail or fax giving the particulars of his grievance preferably as specified in ANNEXURE - II:Provided that the Forum shall take cognizance of any grievance submitted based on the merit of the case and will not reject any grievance for the sole reason of its not having been submitted in the specified format.(2)The Complainant may also submit his grievance at the nearest Division (EEs'Office), Sub-Division (AEs'Office), Section (JEs'Office)office of the licensee or at any the other Complaint-Receiving Centres, set up by the licensee.(3)All such Complaint-Receiving Centers as mentioned above shall accept the grievances from complainants falling within the jurisdiction of the Forum and the grievances along with other supporting documents, so received, shall be forwarded to the relevant Forum within the next working day by way of fastest available means.(4)The Complainant shall be issued acknowledgement of the receipt of grievance by the Complaint Receiving Centre:Provided that in case of receipt of grievance-(a)in person, the acknowledgement shall be issued immediately;(b)by post, e-mail or fax, the acknowledgement shall be despatched latest by the next working day:Provided further that in case of receipt of grievance in the Complaint Receiving Centre, the contact details of the appropriate Forum shall be supplied alongwith the acknowledgement by the next working day.(5)The licensee shall designate one of its officer at Divisional/Sub-Divisional/Sectional HQs and a staff at the normal complaint receiving centres apart from above HQs as a nodal officer to monitor and ensure that all Complaints Receiving Centres forward the complaints received by them as per time lines specified under these Regulations.(6)On receipt of complaint made under sub-regulation(1) of this regulation, the Forum may, by order under intimation to the Complainant, allow the complaint to be proceeded with or rejected:Provided that no grievance shall be rejected, unless the Complainant has been given an opportunity of being heard.(7)Where a complaint is allowed to be proceeded with under sub-regulation (6), the Forum shall proceed with the complaint in the manner provided under these Regulations.
