Section 11(3) in Bihar Electricity Regulatory Commission (Standards of Performance of Distribution Licensee) Regulations, 2006
(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.
