Section 6 in The West Bengal Electricity Regulatory Commission (Guidelines for Establishment of Forum for Redressal of Grievances of Consumers and Time and Manner of Dealing with such Grievances by the Ombudsman) Regulations, 2006
6. Working Procedure for the Grievance Redressal Officers:
-6.1- An aggrieved consumer may approach the Grievance Redressal Officer of his area only through a written petition, submitting in the same, as much concrete and detailed information about grievance as possible. If his grievance is the subject matter of any court case, he should furnish a copy of his plaint and indicate the status of the court case; in case, the court case has already resulted in an order, he should submit a copy of that order.6.2- On receipt of the grievance petition from a consumer, the Grievance Redressal Officer should acknowledge the same by a written communication to the aggrieved consumer acknowledging his petition within 7 (seven) working days from the date of receipt of the same. Each grievance petition should be given a consecutive number pertaining to any year (i.e., grievance No. 240 of 2005-to take an imaginary example) and the date on which this number is given and the same shall be specifically quoted in communication to the grievance petitioner.6.3- If a grievance, in the considered opinion of the Grievance Redressal Officer does not require any consultation with technical expert belonging to the organisation of the licensee, or if it does not call for any spot inspection, the Grievance Redressal Officer shall, after giving a reasonable opportunity of hearing to both parties, pass a reasoned and speaking order disposing of the grievance petition within 21 (twenty one) working days from the date of sending the acknowledgement to the petitioner.6.4- If a grievance, in the considered opinion of the Grievance Redressal Officer needs either a consultation with a technical expert belonging to the organisation of the licensee, or a spot inspection, or both, the Grievance Redressal Officer, shall, after giving a reasonable opportunity of hearing to both parties, pass a speaking and reasoned order after holding the said consultation and/or the spot inspection, within 45 (forty five) working days from the date of sending the acknowledgement to the petitioner.6.5- Each order of a Grievance Redressal Officer by which a consumer's grievance is finally disposed of shall contain the information to the effect that the consumer may approach the Ombudsman for settlement of his grievance, if he feels dissatisfied with the order of the Grievance Redressal Officer. The order should also mention the full postal address/telephone No., Fax No., e-mail address, etc. of the office of the Ombudsman.6.6- A copy of the written order passed by a Grievance Redressal Officer, certified to be a true copy, shall be given to the aggrieved consumer who had submitted a grievance petition. by the Grievance Redressal Officer within 7 (seven) working days from the date of passing of the order. In each such order of a Grievance Redressal Officer there shall be a specific mention of the arrangement of representation to the Ombudsman in case the aggrieved consumer wishes to move the Ombudsman against order of the Grievance Redressal Officer.
