Section 31 in Joint Electricity Regulatory Commission (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2019
31. Office of the Ombudsman.
(1)The Ombudsman's office shall be located at such place as may be decided by the Commission.Provided that the Ombudsman may hold hearings or proceedings at various places, within his jurisdiction, in order to expedite the disposal of representations received before him.(2)The Ombudsman appointed under sub- regulation (1) shall devote his whole time to the affairs of his office and shall not undertake any other part time or honorary work.(3)The Commission shall provide the Ombudsman with office space and minimum required supporting staff and also monitor the Public Awareness Programme being conducted by the Forums in their respective jurisdiction.(4)All expenses of the Ombudsman including that of its office and supporting staff shall be borne by the Commission which in turn shall be recovered from the licensee and where there are more than one licensee such expenses shall be borne by them in proportion to their latest approved net Annual Revenue Requirement and such expenses shall be pass through in tariff.(5)The Commission shall approve the budget estimates along with quarterly expenditure phasing for the year before the commencement of the financial year and the licensee shall release quarterly advance accordingly in the last month of the previous quarter for all expenses related to every succeeding quarter for the Ombudsman including its office.(6)The licensee shall make provision in the Annual Revenue Requirement of all expenses for recovery through tariff and actual expenses shall be adjusted during true up.(7)The name, location, email address and telephone numbers of the Ombudsmen shall be widely publicised through newspapers and displayed on the websites and the offices of the licensees and the Commission, and shall be intimated to the consumers through electricity bills. These may also be publicised through electronic media.
