Section 8 in Bihar Electricity Regulatory Commission (Consumer Grievance Redressal Forum and Electricity Ombudsman) Regulations, 2006
8. Grievance Handling Procedure for the Forum.
(1)On receipt of the complaint from any complainant, the Chairperson shall make endorsement on the complaint subscribing his dated initial. Complaints received shall be registered and serially numbered for each year.(2)Within seven days of receipt of a complaint, the Forum shall send an acknowledgement to the complainant. If the petition is anonymous, the same shall be rejected on receipt and placed before the Forum in the next available opportunity for recording the same.(3)On receipt of the complaint, the Forum shall determine admissibility of the complaint [within 5 working days] [Substituted 'within 10 days' by Notification No. 567, dated 11.11.2009.] from the date of receipt and in case the complaint is found to be without substance, then on its rejection with reasoned order the complainant shall be informed accordingly.Where a complaint is found admissible, the Forum shall proceed with the complaint in the manner provided under these Regulations.(4)The Forum shall forward a copy of such complaint to the nodal officer of the concerned licensee for redressal or to file objection in writing, if the licensee is not agreeable to the request of the complainant.(5)The licensee shall furnish the para-wise comments on the grievance within 15 days of receipt of the letter from the Forum, failing which the Forum shall proceed on the basis of the material available on record. The complainant can represent himself or through a representative of his choice. Where the complainant or his representative fails to appear on the date of hearing before the Forum, the Forum may either dismiss the complaint for default or decide it on merits.(6)The Forum shall be entitled to call tor any record of the licensee and also from the complainant in respect of the grievance received by the Forum for examination and disposal of the grievance.(7)On receipt of the comments from the licensee or otherwise, the Forum shall complete enquiry as expeditiously as possible and every endeavour shall be made to pass appropriate order on the [complaint normally within a period of 45 days and a maximum period of 60 days] [Substituted 'complaint within a maximum period of 60 days' by Notification No. 567, dated 11.11.2009.] from the date of receipt of complaint by the Forum.(8)All decisions shall be taken by a majority of votes by the Members present and voting. In the event of the equality of the votes, the facts and opinion, may be recorded by each Member and referred to the Electricity Ombudsman for final orders.All the Members present shall sign every order passed by the Forum.(9)The proceedings and decisions of the Forum shall be recorded and shall be supported by reasons. The order of the Forum along with time frame for compliance shall be communicated to the complainant and licensee in writing within 7 days.(10)The licensee shall implement the decisions of the Forum within the time frame specified in the order the report of compliance to the Forum within 5 days of the implementation of the order.(11)The Forum may issue such interim orders pending final disposal of the complaint as it may consider necessary.(12)The Commission shall have the general powers 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.
