Section 4 in Orissa Electricity Regulatory Commission (Grievances Redressal Forum and Ombudsman) Regulations, 2004
4. Functions and proceedings of the Forum.
(1)A complainant aggrieved by any action or lack of action by the engineer under the OERC Distribution (Condition of Supply) Code, 2004, may file a complaint before the Forum for the redressal of his grievances after expiring of 15 days from the time limit fixed by the Licensees in their Complaint Handling Procedure. The said complaint shall be in writing and the Forum may not insist any format for such filing. After receiving the complaint, the Forum may seek additional information and details, as required from the complainant.(2)The Forum shall duly comply with the procedure as laid down by the Commission from time to time.(3)The Forum shall maintain a regular office at the principal place of business of the Licensee, where the Forum shall receive the complaints. The Forum shall have sittings at such principal office and also at any other place in the area of supply of the Licensee as may be decided by the Forum or as the Commission may direct from time to time considering the number of complaints received, the place from where the complaint is received and the proximity to the principal place of business of the Licensees and other relevant factors.(4)The Distribution Licensee shall give publicity of the existence of the Forum by statement in the bills raised for the supply of electricity to the consumers and in such other manner as the Commission may determine from time to time. The names and designation of the members of the Forum and the concerned officers of the Forum, the address, e-mail, facsimile and phone numbers of the Forum shall be displayed at all the offices of the Licensee and shall also be duly publicised, including in the bills raised on the consumers.(5)The Forum shall maintain true and correct records of all complaints received by the Forum from time to time and make available such records for inspection by the Commission as the Commission may require. Such records shall also be open for inspection by the consumers and others who are complainants as defined in the Act. Wherever required by the complainants the Forum shall acknowledge in writing the pendency of the complaint before the Forum.(6)The Licensee shall meet the costs and expenses of the Forum including the establishment and staff required to assist the Forum in the discharge of the functions under these Regulations and also the cost and expenses of the co-opted member. In case of any difference on the reimbursement of the costs and expenses of the Forum, the same shall be referred to the Commission and the decision of the Commission shall be final and binding.(7)The Forum shall decide the complaint expeditiously and shall communicate its decision to the Complainant within a period not exceeding 45 days of the receipt of the complaint by the Forum. The Forum shall give the reasons in support of its decisions. The views, if any, expressed by the co-opted member shall also be communicated to the complainant.(8)The Commission shall have the general power of superintendence and control over the Forum and the Forum shall duly comply with such directions as the Commission may issue from time to time.Chapter-III Ombudsman
