Section 20(iv) in Tamil Nadu Electricity Regulatory Commission - Tamil Nadu Electricity Distribution Standards of Performance Regulations, 2004
(iv)The office where a complaint is registered shall dispose it and if any instruction / sanction is to be obtained from higher authority, it shall be obtained by the complaint registering office. The higher authority may also directly communicate the decision. The complainant should not be required to approach such higher authority. Similarly, in case an outsourced phone service is opted for, the complaint shall be forwarded to the concerned officer by such center itself and the licensee shall ensure proper compliance by the outsourced service, including posting of its officers at such centers to streamline responses.
