Section 7 in The Delhi Electricity Regulatory Commission (Guidelines For Establishment Of Forum For Redressal Of Grievances Of The Consumers) Guidelines, 2003
7. Grievance handling procedure for the forum.
(1)On receipt of the consumer grievance, the Secretary shall make an endorsement on the grievance subscribing his dated initial.(2)Within 7 days of receipt of a consumer grievance, the Secretary shall send an acknowledgement to the applicant. Consumer grievances received shall be registered and serially numbered for each year, and shall be referred, e.g., C.G. No. 1/2002, 2/2003 and so on. A copy of the grievance shall be forwarded simultaneously to the concerned officer of the licensee for redressal or to file objection if any in writing in case the licensee is not agreeable to the request of the complainant.(3)The employee nominated /authorised in this regard by the licensee or the employee named in the complaint shall furnish the parawise comments on the grievance within 15 days from the date of receipt of the latter from the Forum, failing which the Forum shall proceed on the basis of the material available on record.(4)The Forum may call for, any record of the licensee or from the complainant for examination and disposal of the grievance and the parties shall be under obligation to provide such information, document or record as the Forum may call for where a party fails to furnish such information, document or record and the Forum is satisfied that the party in possession of the record is withholding it deliberately, it may draw an adverse inference.(5)On receipt of the comments from the licensee or otherwise and after conducting or having such inquiry or local inspection conducted as the Forum may consider necessary, and after affording reasonable opportunity of hearing to the parties, the Forum shall pass appropriate orders for disposal of the grievance.(6)The proceedings and decisions of the Forum shall be recorded and shall be supported by reasons. The decision/s of the Forum shall be based on the opinion of the majority members of the Forum present and voting. The order of the Forum shall be communicated to the complainant and licensee in writing within 7 days. The licensee shall comply with the order of the Forum within 15 days from the date of receipt of the order.(7)The Forum may, subject to the regulations made by the Commission in this regard, award such compensation to the complainants as it considers just and appropriate in the circumstances of the case.(8)The Forum may issue such interim orders pending final disposal of the complaint as it may consider necessary.(9)Where the complainant or the licensee fails to appear before the Forum on the date fixed for hearing consecutively on more than two occasions, the Forum may decide the complaint ex parte.(10)If the complainant is aggrieved by orders of the Forum, he may prefer an appeal before the Ombudsman appointed /designated by the Commission.
