Section 3 in The Maharashtra Electricity Regulatory Commission (Consumer Grievance Redressal Forum & Electricity Ombudsman) Regulations, 2006
3. Basic Principles.
- 3.1 Every Distribution Licensee shall, within six months from the Appointed Date or date of grant of license, whichever is earlier, establish Forum(s) in accordance with these Regulations. Such Forum(s) shall follow the principles of natural justice, including, inter alia, the following:-(a)it shall protect the interest of consumers;(b)it shall inform consumers of their rights;(c)it shall facilitate and expedite the redressal of Grievances;(d)it shall ensure that consumers can also have a remedy in the event of failure or delay on the part of the Distribution Licensee in redressing their Grievances.3.2A Distribution Licensee shall establish at least one (1) Forum in each distribution zone falling within its area of supply.Explanation - for the purpose of this Regulation 3.2, the term "distribution zone" shall mean the geographical area falling within the jurisdiction of a zonal office of the successor entities of the Board as may be vested with the functions of distributing electricity pursuant to re-organisation of the Board. Provided that where the area of supply is the city of Greater Mumbai and adjoining areas, each Distribution Licensee shall have at least one (1) Forum for such area of supply. Subject to any guidelines that may be issued by the Commission, from time to time, the area of jurisdiction of the Forum shall be decided by the Distribution Licensee.3.3Every Distribution Licensee shall -(a)publish its draft rules and procedures for redressal of Grievances and make the same available to public in English and Marathi at all cash collection centers and offices of the Distribution Licensee, provided that, the Distribution Licensee shall inform consumers through the bills raised on them regarding the availability of such draft rules and procedures;Provided that the Commission may make model rules and procedures from time to time for providing guidance to the Distribution Licensees.(b)invite comments on such draft rules and procedures from its consumers to be submitted at the respective cash collection center or office of the Distribution Licensee; and(c)finalise such draft rules and procedures considering comments, if any, and publish and make them available as at (a) above.Provided that the Distribution Licensee shall, if necessary, update and publish such rules and procedures referred to in sub-clause (c) at regular intervals which shall, in particular, include-(i)the objects of these Regulations;(ii)the postal and street address, the phone and fax number and, if available, electronic mail address of the IGR Cells and Forums;(iii)the manner and the form in which a Grievance may be made to the IGR Cells;(iv)the assistance available from and the duties of the IGR Cells under these Regulations;(v)the assistance available from the Forums;(vi)all remedies in law available regarding an act or failure to act in respect of a right or duty conferred or imposed on the Distribution Licensee by the Act or these Regulations, as the case may be, including the manner of filing an appeal to the Electricity Ombudsman;(vii)any additional rules, procedures or circulars made or issued by the Distribution Licensee in relation to these Regulations and in accordance with the Act.Provided further that it shall be a constant endeavour of the Distribution Licensee to take steps in accordance with the requirements herein to provide as much information suo motu to the public at regular intervals through various means of communications, including internet, so that information is disseminated widely and in such form and manner which is easily accessible to the public.Explanation. - For the purposes of Regulation 3.3, "disseminated" means making known or communicating the information to the public through notice boards, newspapers, public announcements, media broadcasts, the internet or any other means.
