Section 20 in Tamil Nadu Electricity Regulatory Commission - Tamil Nadu Electricity Distribution Standards of Performance Regulations, 2004
20. Handling of complaints on non-compliance.
- The licensee is required to maintain standards of performance for supply of electricity to all consumers in a manner prescribed. The time limit prescribed in these standards refer to the maximum time required to be taken to perform different activities of consumer service. It shall be the endeavour of the licensee to provide best possible service well within time limits specified in these regulations.(i)The licensee shall register every complaint made by a consumer whether orally or in writing regarding failure / meter board / service lines, payment of bills and other services relating to supply of power, in the registers exclusively maintained under the following categories:-* Supply related complaints register.* Meter related complaints register.* Billing and payment related complaints register.(ii)A unique number shall be allotted to each complaint and conveyed to the consumer. In case of complaints which are supply related and restoration of supply, authorised persons of licensee shall prepare an acknowledgement slip in duplicate after attending to the complaint and get the consumer signature. Where the consumer refuses to sign the acknowledgement slip, the fact shall be recorded and a copy handed over to the consumer. As a measure of precaution and proof of having visited the consumer's service location, the licensee's employee shall also record the meter reading of the respective service and any one of the adjoining service connection in the acknowledgment slip. The designated officer shall entertain any complaints from the consumer for non-compliance, only if the complaint is accompanied with a copy of acknowledgement slip. The licensee shall ensure redressal of all complaints promptly.(iii)Complaints in respect of supply of electricity, its metering, billing and payment thereof, shall be made at the offices specified by the licensee. The licensee shall publish through public notices, local news paper, TV, Radio, printing in the bills and receipts; etc., the name of the office(s), its address(s), telephone number where the consumer can lodge complaints. The phone services for recording complaints when outsourced by the licensee, the phone numbers of such call centers shall be incorporated in electricity bills and also displayed at the concerned offices of the licensee.(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.(v)Complaints against non-registration of complaints and failure to perform within the time limits and / or to meet the performance targets, as specified in this regulation, shall be made to the concerned officers of the licensee. The licensee shall nominate the officers to whom the consumers can lodge their complaints initially and also the next level higher officer.(vi)In case a consumer is not satisfied with the disposal of the complaint even after taking the issue at the higher level, the consumer can approach the Consumer Grievance Redressal Forum.
