Section 17 in Tamil Nadu Electricity Regulatory Commission - Tamil Nadu Electricity Distribution Standards of Performance Regulations, 2004
17. [ Responding to Consumer's Complaint. [[Substituted by Commission's Notification No. TNERC/SPR/9/l-4,dated 25th July 2006, (w.e.f 16.8.2006) before substitution it rends as under:
'17. Responding to consumer's complaint:- If any consumer makes a complaint in writing, the licensee shall reply to the consumer within 10 days after receipt of the letter. In case, the licensee requires to visit the site or consult any other officer to give a comprehensive reply, the licensee shall explain to the consumer as to ivhy a substantive response cannot be sent immediately and intimate the name, address and telephone number of the licensee's employee dealing with the complaint.The licensee shall also ensure that a substantive response is sent to the consumer within 20 days of receiving the complaint letter.']]- If any consumer makes a complaint in writing to the Territorial Engineer of the concerned licensee then, the Territorial Engineer concerned shall reply to the consumer within ten days after receipt of the letter. In case ,the Territorial Engineer requires to visit the site or consult any other officer to give a comprehensive reply, the Territorial Engineer shall explain to the consumer as to why a substantive response cannot be sent immediately and intimate the name address and telephone number of the Officer dealing with the complaint. The Territorial Engineer shall also ensure that a substantive response is sent to the consumer within twenty days of receiving the complaint letter.]
