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Union of India - Section

Section 43 in Joint Electricity Regulatory Commission (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2019

43. Repeal and Savings.

(1)On and from commencement of these regulations, the Joint Electricity Regulatory Commission (Guidelines for establishment of Forum for redressal of Grievances of the Consumers) Regulations, 2009 and Appointment and Functioning of Ombudsman Regulations, 2009" alongwith amendments as carried out thereto, shall stand repealed.
(2)Notwithstanding such repeal anything done or action taken or purported to have been taken, or proceedings initiated under such repealed Regulations, shall be deemed to have been taken under these Regulations to the extent that the same were not inconsistent with the Act.
(3)The provisions of these Regulations shall be without prejudice to the right, which the consumer may have apart from the rights conferred upon him by these Regulations.
(4)All appointments made, and documents executed, before the commencement of these Regulations, shall continue to have effect till the expiry of the period for which such appointment has been made or the document has been executed.
(5)All appointments made or initiated (advertisement issued) under JERC (Establishment of forum for redressal of grievances of Consumers) Regulations, 2009 and Appointment and Functioning of Ombudsman Regulations, 2009 shall be deemed to be duly made under these Regulations. The Remunerations of existing members and Chairman of the forums and Ombudsman shall stand revised from the date of notification of these Regulations.Annexure-I(See Regulation 3(k), 20(2), 34, 35 and 37)Time Lines
Sr. No. Description of action to be taken Time lines Specified Time from which period begins to seen
PART-I Complaints/representations before the Forum    
1 Forwarding complaints to the Forum when sentthrough Complaint Receiving Centers of the distribution licensee By the next working day  
2 Acknowledge ofreceipt of complaint-(a) When presented inperson(b) When received bypost, email or fax.(c) When received through the ComplaintReceiving Centres On same dayBy the next dayBy the next day On the receipt of the complaint by the Forum
3 Forwarding ofcomplaints to the concerned officer of the licensee-(a) In case ofconnection/ disconnection of supply.(b) In other case 1 day2 days On the receipt of the complaint by the Forum
4 Response of theLicensee on the complaint -(a) In case ofconnection/ disconnection of supply.(b) In other case 5 days15 days From the date of receipt of compliant.
5 Making available the record or to furnish anyinformation to the Forum-    
7 days From the date of requisition of the recordor information    
6 Making of Orders bythe Forum-(a) In cases ofconnection or disconnection of supply.(b) In other case 15 days45 days From the date of receipt of the complaint.
7 Compliance of the Orders of the Forum 15 days or the shorter period, directed by Forumwithin which Order is to complied with From the receipt of the Order by the licensee.
8 Reporting of compliance by the Licensee to theForum 7 days From the date of compliance.
Part-II1 Representationbefore the OmbudsmanMaking representationto the Ombudsman(a) Against theForum's Order(b) For the non-redressal of grievance(c) For the non compliance of the Forum's Orderby the licensee 30 days30 daysTwo months From the date ofOrder by the Forum.After the expiry of30 days time allowed under item (a)From the date of Order of the Forum.
2 Settlement byConciliation(a) Service of noticeto the concerned officer of the Licensee for settlement throughmediation of the Ombudsman.(b) Acceptance of therecommendations of the Ombudsman.(c) Making a record of the conciliatedagreement. 7 days15 days7 days From the date ofreceipt of representation.From the date ofreceipt of recommendations of the Ombudsman.After the acceptance of the recommendation bythe parties.
3 Registration ofRepresentationa) Registration ofrepresentation where the grievance is not settled by mediation orconciliation by the Ombudsman.b) Calling of recordfrom the Forumc) Sending of record by the Forum 30 days7 days7 days From the date ofreceipt of the representation by the Ombudsman.From the date ofregistration of the representation by the Ombudsman.From the date of receipt of the notice from theOmbudsman.
4 Order of the Ombudsman 90 days From the date of receipt of representation.
5 Compliance of the Ombudsman's Order 15 days From the issue of the Order
PART-III12. Submission ofReportsSubmission of Reportsby the Forum(i) Quarterly(ii) YearlySubmission of Reportsby the Ombudsman -(i) Quarterly(ii) Yearly 15 days45 days15 days45 days After the close ofthe quarter.After the close ofthe year.After close of theperiodAfter the close of the financial year.
Annexure- II(See Regulation 17)Grievance Submission Before Forum
Application To Forum For Redressal ofGrievance
Date*: __________
1. Name of the Complainant: ____________________
2. Full address of the Complainant *:________________
Pin Code*: _____________
Phone no.*: _____________
Fax no.: ___________
Email id: ___________
3. Nature of Connection and Consumer no.*(incase of having applied for a connection, state the applicationnumber):______________________________________________________________
4. Division/Sub Division/Section Name*:______________
5. Complaint receiving centre number*:______________
6. Category of grievance(please tick therelevant box/ boxes):
a. Wrong billing___ b. Recovery of arrears ___c. Faulty Meter ___ d. Burnt meter ___e. Supply interruption ___f. Harmonics in supply ___ g. Supply voltage related ___h.Deficient service ___ i. Delay in providing new connection ___ j.Reconnection ___k. Change in connected load ___ l. Transfer ofconnection ___ m. Others(please specify)__________________________________________
7. Name, designation and office address of theemployee / employees against whom grievance has been filed(ifany):
_________________________________________________________________
8. Details of the grievance, facts giving riseto the grievance*(If space is not sufficient please encloseseparate sheet)
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
9. Nature of relief sought from the Forum
__________________________________________________________________________
__________________________________________________________________________
10. List of documents enclosed(Pleaseenclose copies of any relevant documents which support the factsgiving rise to the grievance)
_______________________
________________________
________________________
11. Declaration
(a) I/ We, the Complainant /s herein declarethat:
(i) the information furnished herein above istrue and correct; and
(ii) I/ We have not concealed or misrepresentedany fact stated hereinabove and the documents submitted herewith.
(b) The subject matter of the present Grievancehas never been submitted to the Forum by me/ or by any one of usor by any of the parties concerned with the subject matter to thebest of my/ our knowledge.
(c) The subject matter of my / our Grievance hasnot been settled through the Forum in any previous proceedings.
(d) The subject matter of my / our Grievance hasnot been decided by any competent authority/court/arbitrator, andis not pending before any such authority / court / arbitrator.
Yours faithfully
(Signature)
(Complainant's name in block letters)
Nomination- (If the Complainant wants tonominate his representative to appear and make submissions on hisbehalf before the Forum, the following declaration should besubmitted.)
I/We the above named consumer hereby nominateShri/Smt........................................................... ,whose address is......................................................................................................................................................................................................................................................................................................................................................................................... as my/ourREPRESENTATIVE in the proceedings and confirm that any statement,acceptance or rejection made by him/her shall be binding onme/us. He/She has signed below in my presence.
Accepted
(Signature of Representative)
(Signature of Complainant)
Acknowledgement of ReceiptThe complainant (alongwith supporting documents) comprised of _____ pages from ________________________________________________________________ for redressal of grievance ________________________________________________ has been received on ___________________________________________________Signature of the office-in chargeName ____________________Designation_______________Date _____________________Annexure III(See Regulation 29)Quarterly Reporting By ForumQuarter: ___ Financial Year: ___