Section 11 in Bihar Electricity Regulatory Commission (Standards of Performance of Distribution Licensee) Regulations, 2006
11. Handling of Consumer's Complaints.
(1)The Licensee shall register every complaint made by a consumer, either verbally or in writing, regarding failure/ interruption of power supply, quality of power supply, meters/meter boxes/metering system's service line, payment of bills and other services relating to power supply, in a register in a format appended at Appendix A to these Regulations to be maintained for this purpose. A unique number shall be allotted to each complaint. This complaint number shall be conveyed to the consumer except in the case of postal complaints received. However the consumer may, subsequent to the delivery of postal complaint, inquire regarding the complaint number/status telephonically or in person. The number shall be communicated by the Licensee to the complainant in such a case. In case of major failure of supply due to tripping of EHV or failure of upstream power systems, the reason needs to be communicated to the consumer in addition to the likely restoration time. In such case, such complaints shall be recorded separately under single complaint number. The Licensee shall ensure redressal of all complaints promptly.(2)Complaints in respect of supply of electricity covering metering, billing and payment, shall be made at specified offices of the Licensee. The Licensee shall convey information of the name of office(s), address(s) with the electricity bills and also display it at the sub-division offices or equivalent distribution unit designated by whatever name. If the phone services for recording complaints, if outsourced by the Licensee, the phone numbers of such call center shall be displayed in electricity bills and sub-divisional offices. The Licensee shall also endeavour to publicise these contact details through local newspapers/TV/Radio.(3)The office, where a complaint is registered, shall dispose it of, and if any instruction/sanction is to be obtained from a higher authority, it shall be obtained by the complaint registering office. The complainant is not required to approach such higher authority. Similarly in case an outsourced phone service is engaged, such center itself shall forward the complaints to the concerned officer. The Licensee shall ensure proper compliance by the outsourced service by arranging visits of its officers to such centers to streamline responses.(4)Grievances regarding non-registration of complaints and failure to perform within the time limits and/or meet the performance targets, as specified in these Regulations, shall be made to the concerned officer in-charge of the division or to equivalent distribution unit designated by any other name. In case of unsatisfactory disposal of grievance, complaint should be made to the officer in charge of the circle or equivalent similar functionary by whatever name designated.(5)The Licensee shall also compile the complaints classification-wise in a separate register(s) in a format appended at Appendix B to these Regulations.
