Section 11(1) in Bihar Electricity Regulatory Commission (Standards of Performance of Distribution Licensee) Regulations, 2006
(1)The Licensee shall register every complaint made by a consumer, either verbally or in writing, regarding failure/ interruption of power supply, quality of power supply, meters/meter boxes/metering system's service line, payment of bills and other services relating to power supply, in a register in a format appended at Appendix A to these Regulations to be maintained for this purpose. A unique number shall be allotted to each complaint. This complaint number shall be conveyed to the consumer except in the case of postal complaints received. However the consumer may, subsequent to the delivery of postal complaint, inquire regarding the complaint number/status telephonically or in person. The number shall be communicated by the Licensee to the complainant in such a case. In case of major failure of supply due to tripping of EHV or failure of upstream power systems, the reason needs to be communicated to the consumer in addition to the likely restoration time. In such case, such complaints shall be recorded separately under single complaint number. The Licensee shall ensure redressal of all complaints promptly.
