Section 21(21) in Haryana Distribution and Retail Supply Licence
21.2Complaint Handling Procedure :(a)The Licensee shall within three months after this licence has become effective establish with approval of the Commission a procedure for handling complaints from Consumers about the manner in which the Licensee conducts its Distribution and Retail Supply Business. The Commission may after holding such consultations with the Commission Advisory Committee or a person or body of persons appearing to be representative of the interest of the consumers, as the Commission considers necessary, make such modification of the procedure, as it believes necessary in the public interest.(b)The Commission may, upon receiving a representation or otherwise, require the Licensee to review the complaint handling procedure prepared in accordance with Condition 21.2(a) and the manner in which it has been operated, with a view to determining whether any modification should be made to it or to the manner of its operation.(c)Any procedure established pursuant to this Condition 21.2, including any revisions to it, shall specify the periods within which it is intended that different descriptions of complaint should be processed and resolved.(d)The Licensee shall submit any revision proposed to be made to the procedure established in accordance with Condition 21.2(a) to the Commission for its approval.(e)The Licensee shall :(i)make a copy of the procedure, revised from time to time, available for inspection by members of the public at each of the relevant premises during normal working hours; and(ii)provide free of charge a copy of the procedure revised from time to time to each new Consumer, and to any other person who requests it at a price not exceeding the reasonable cost of duplicating it.
