1. This "Complaint Handling Procedure relating to Distribution and Retail Supply" (Complaint Handling Procedure, for short) is adopted by the Licensee in pursuance of condition 21.2 of the Orissa Distribution and Retail Supply Licence (Respective Licensee need to refer only its licence number) and approved by Orissa Electricity Regulatory Commission vide it's letter No.OERC/Engg/59/99/124 dt. 18.01.2000.

2. NATURE OF COMPLAINTS
The Consumer Complaints are categorised under seven heads as below:

1. Voltage Complaints
2. Interruption/failure of power supply
3. Load shedding/Scheduled shut-downs
4. Problems in metering
5. Billing disputes
6. Disconnection and reconnection of power supply
7. Delay in providing new connection

3. Time Limit

A summary of time limits for rendering service to consumers in categories of complaint 1 to 6 are as follows, whereas for category No. 7 details are prescribed in the OERC (Condition of Supply) Code, 1998:

A. CATEGORIES OF COMPLAIN 1 TO 6

4.1. Voltage Complaints
In case of poor voltage of power supply, the complaint should be lodged in Licensee's Fuse Call Centre or at any of the centralised complaint centres of the area giving name, address, consumer number of the complainant along with brief description of the problem faced. The complaint can be lodged either in writing or over telephone. The Licensee shall intimate a complaint number after registering the complaint in every case. In the event of non-response or inadequate response by the Fuse Call Centre or in the centralised complaint centre within twenty four hrs. of lodging the complaint, consumers may lodge complaint with the SDO of the area for the redressal of the grievance. The complaint should be lodged with the SDO in writing in the format at Annexure-I. The receipt of the complaint shall be acknowledged by the SDO who shall resolve the complaint within a maximum period of fifteen days of receipt of complaint in case of low voltage due to local problem and six months due to deficiency in the system requiring upgradation of distribution lines, transformers or installation of capacitors.

4.2. Interruption / failure of power supply
In case of failure of power supply or interruption of power supply, consumer may lodge a complaint in Licensee's Fuse Call Centre of the area or any of centralised complaint centres giving the details of name, address, consumer number and brief description of the complaint. Consumer may lodge the complaint either in writing or over telephone. The Licensee's Fuse Call Centre or centralised complaint centre shall register the complaint and shall intimate a complaint number in every case.

In the event of non-response or inadequate response by Licensee's Fuse Call Centre or any centralised complaint centre within four hrs., consumer may lodge complaint with the J.E. in charge of the area. The complaint to the J.E. should be made either in writing or by telephone, J.E. will register the complaint and intimate the complaint No. in every case the same day. The J.E. will rectify the fault within 24 hrs of receipt of the complaint except in case of major failure involving transformers or 11kv feeder including the terminal equipment or both in which case it shall be rectified within a period not exceeding 7 (seven) days. In case the complaint is not rectified within the stipulated period, consumer can lodge a complaint to the S.D.O. of the area in the format at Annexure-I in duplicate. The SDO shall acknowledge the complaint the same day. In case the complaint is not resolved within seven days by the SDO, consumer can complain to the officer of next higher level i.e. head of electricity supply division who will acknowledge the complaint the same day and resolve the complaint within seven days.

4.3. Scheduled shutdown / Load shedding
In case of frequent load shedding or scheduled shutdown (excluding statutory power cuts),(i) amounting to more than 12 hrs on any day, or (ii) for more than six consecutive days at a time, consumer can lodge the complaint in duplicate in the format given at Annexure- I, with the Executive Engineer of the concerned area. The Executive Engineer shall acknowledge the receipt of such complaints and arrange within 72 hours to prevent such recurrence.

4.4. Metering problems
On noticing improper functioning of the energy meter, consumer may lodge a complaint with the Jr. Engineer of the area in the format at Annexure- III in duplicate. The office of the Jr. Engineer shall acknowledge the receipt of the complaint. Prescribed time limits for compliance are as follows.

1. In case the energy meter has been provided by licensee:
   The defect in the meter shall be rectified within 30 days and if the defective meter needs replacement it shall be done within a maximum of 30 working days from the date of removal of meter from consumer's premises.

2. In case the energy meter is provided by the consumer and the meter is found defective in service:

1. The licensee's engineer shall, within seven working days of noticing the defect, advise the consumer for necessary test, repair or replacement of the meter. (The consumer is required to comply accordingly within thirty working days).

2. If the consumer desire to get the meter tested or rectified in the licensee's testing laboratory, he may do so by depositing the prescribed fees and the licensee shall get it tested within a period of fifteen working days from the date of deposit.

3. Within fourteen days of handing over the correct meter by the consumer, the licensee shall install the meter.

4.5. Discrepancies in bills
Complaint in respect of non-receipt of energy bills/receipt of erroneous bills shall be lodged by the consumer or by his authorized representative in writing, in duplicate in the proforma at Annexure-II with the SDO, Distribution / Assistant Manager (Commercial) of the area for domestic/commercial category and to E.E. for all other categories. Receipt of the complaint shall be acknowledged in all cases. If the consumers connected load is more than 10 KW and the licensee disputes the correctness of the bill, the consumer may raise a dispute before the Engineer within due date after making full payment of the billed amount. If the consumers connected load is 10 KW or less, he shall pay the undisputed amount before raising the dispute. The Engineer of the licensee company shall resolve the dispute within two months failing which the consumer can make a complaint to the officer mentioned at Col. No.3 in Table-1 below. If adequate response is not received within 15 days in case of domestic and commercial consumers and 30 days in all other cases, he may approach the next higher level (Col.4) indicated in the said table.

The complaint may be made by the consumer or his authorized representative in writing in duplicate in the prescribed form at Annex-V.

Receipt of the complaint shall be acknowledged in all cases.

[N.B.:-

1. * Respective Licensees are required to put their Licence Number in the gap of last para above.

2. Wherever the word "The Licensee" is there, it has to be replaced with the name of the respective Licensee.

3. ***This should indicate designation and address of the designated apex level. The apex level designated by the Licensee shall have to be approved by OERC.

4. S.D.O./A.E./E.E./S.E. mentioned in Tables 1, 2 and 3 and where ever appearing in this procedure may be substituted by equivalent designated levels if required.]

1. Name and full address of the complainant.

2. Brief description of complaint.

3. Date of complaint.

4. Date/Time since which the original complaint at fuse call centre is pending.

5. Any other information

1. Complaint Reference No. (To be given by the Licensee)

2. Consumer No............ Name:

3. Received on date

4. Complaint received by

5. Brief detail of complaint

6. Target date to resolve

J.E assigned to investigate Date ________

Verification report of findings to be submitted on or before Date ________

J.A assigned to investigate Date ________

Report of findings after ledger verification to be submitted, on or before Date ________

Date report received from Junior Engineer by SDO(C) Date _______

Date report received from Junior Accountant by SDO(C) Date ________

Action taken by SDO(C)_______________________________________________________

Date of action taken by SDO(C) ________

Date on which response given to consumer ________ Written/Verbal*

Comments by consumer (if any)_____________________ *Delete as appropriate

CONSUMER NO__________ Complaint Reference No._______(To be given by Licensee)

1. Name and full address of the complaint

2. Brief description of complaint:

3. Date of complaint

4. Does the meter belong to the Licensee: YES/NO

5. Is a new meter made available for replacement by the complainant: YES/NO

6. Any other information

1. Complaint reference No______Date:_________
   (To be given by the Licensee)

2. Consumer No.................Name:

3. Received on date

4. Complaint received by

5. Brief detail of thecomplaint

6. Target date to resolve

1. Name of the applicant and address of the premises for which power supply has been applied for.

2. Date of application for power supply along with necessary documents.

3. Load and purpose for which power supply is required.

4. Money receipt No., date and amount for deposit of estimated amount & Security Deposit.

5. Details of complaint.

6. Date of lodging the complaint

1. Name and full address of the complainant.

2. Brief description of the complaint.

3. Whether relating to non-provision of new service line, repair, restoration, non-receipt of bills, non-working of meter, defective meter reading, non-adjustment of payments etc.

4. Previous complaints filed with Officers of levels specified in Complaint Handling Procedure with copy thereof along with copies of reply received, if any.

5. The date since which the grievance is pending

6. Present position of the grievances.

7. Any other point relevant to the complaint.

8. Signature of the petitioner.

ZONE______________

1. Complaint reference No. (To be given by the Licensee)

2. Received on date

3. Complaint received by

1. Case No . .................. Complaint Ref. No. .............

2. Name of the complainant with address and Consumer No.

3. Date of receipt

4. Brief description of the complaint

5. To which Division it relates

6. Date of disposal

7. Brief orders disposing off the case

Smt./Sri..................Complainant
-Versus-
The concerned officer of the Licensee...................Respondant

Madam/Sir,

Please take notice that your complaint dated..............has been registered in the Adalat and the same has been fixed on.............at...........for hearing before this Adalat.

(2) You are requested to please appear before this Adalat on the aforesaid date and time with all documents/ evidences in support of your complaint. No travelling charges will be paid for the purpose.

SUPERINTENDING ENGINEER (OR EQUIVALENT)
ELECTRICAL CIRCLE........
(Convener of the Adalat)

Copy to the head of the Adalat/Member of the Adalat. He is requested to head/assist the Adalat on.......(dt)..........(time)..............at (place)

No.Bij Adal/...............Dt.................

Copy forwarded to the concerned officer............He is to attend before the Adalat on..............(dt)............(time) at..........(place) with all relevant records for hearing and disposal of the base.

8. On the date of hearing, the enquiry may be conducted by the Bijuli Adalat in a summary manner and final orders may be passed and pronounced in the open Adalat for information of parties. In case a particular grievance cannot be decided by ther Bijuli Adalat for want of jurisdiction or competency or for any other reasons the Adalat shall record accordingly and shall also advise the complainant to approach the proper authority concerned.

9. Quarterly return may be furnished by the convenor of Bijuli Adalat to the MD in the following proforma and the Distribution Company shall furnish a consolidated quarterly report to OERC within 15 days of complaint of each relevant quarter.

   1. Number of complaints/ grievance pending at the beginning of the month.

   2. Number of complaints/ grievance received during the month.

   3. Total number of complaints/ grievances due for disposal during the month (Col.1-2).

   4. Number of complaints/ grievance actually disposed of during the month.

   5. Complaints/ grievances pending at the end of the month (Col.3.4).