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The Consumer Grievance Redressal Forum (CGRF) of BEST Undertaking, constituted in accordance with the Maharashtra Electricity Regulatory Commission (Consumer Grievance Redressal Forum and Electricity Ombudsman) Regulations 2006, is functioning at the following location
| Address : |
Consumer Grievance Redressal Forum
MERC Cell
Ground Floor, Multistoried Bldg.
Electric House
BEST Marg, Colaba
Mumbai 400 001.
E-mail
id :decgrf@bestundertaking.com
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| Nodal Officer
:
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Shri.
S.G.Hirlekar Deputy Chief Engineer
2nd Floor ,Electric House,
Shahid Bhagat Singh Road
Colaba, Mumbai 400 018
Tel: 22856262 Ext 512
E-mail
id : dcecs@bestundertaking@com
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The name and telephone number of the members of the CGR Forum is as follows.
| Shri.
M.P. Bhave
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Chairman
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Tel: 22856262 Ext. 531 |
| Shri.
S.P. Goswami
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Member
(Representing the
Distribution licensee
i.e BEST)
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Tel: 22856262 Ext. 532 |
| Mrs. Vanamala Manjure
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Member
(representative of a
Registered voluntary
Organization)
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Tel: 22856262 Ext. 533 |
| Shri.R.G.
Gandhi
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Secretary (North) CGRF
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Tel: 22856262 Ext.535 |
| Shri.
S.S. Joshi
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Secretary (South) CGRF
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Tel: 22856262 Ext.534 |
A. OBJECTIVE OF ESTABLISHING THE CGRF
The objective of the CGR Forum is to facilitate and expedite him
redressal of grievances of consumers and offer remedy in the event of failure or delay on the part of the BEST Undertaking in redressing their grievances.
B.
PROCEDURE FOR REDRESSAL OF GRIEVANCES I BEST CGRF
The
procedure given below is formulated in accordance with
Maharashtra Electricity Regulatory Commissions Consumer
Grievance Redressal Forum & Electricity Ombudsman
Regulations, 2006
Any electricity consumer of BEST having any grievance is requested first to follow the
Internal Grievance Redressal Procedure (IGR) of BEST.
If, after going through the Internal Grievance Redressal Cell Procedure, the consumer is not satisfied with the remedy or no remedy has been provided by the IGR Cell to his/her grievance within a period of two months, she/he can approach the Consumer Grievance Redressal Forum (CGRF)
The grievances must be submitted in writing to the Forum in the format given as
Schedule A. ( You may download the Form from here) In case of any difficulty in filling-in the form, the Forum shall render all reasonable assistance orally to the person making the Grievance.
The Grievance may also be lodged by registered post acknowledgement due, by speed post or by courier service or by any other means of transmission of documents (including FAX message)
The Grievances may also be submitted in electronic form set out in Schedule A. It is to be ensured that all the enclosures to such Grievance submitted in electronic form shall be submitted in scanned form
Forum shall send an acknowledgement of receipt of Grievance to the consumer bearing a serial number and date within five (5) working days from the date of receipt of a
Grievance. Where the Grievance has been submitted in person, the acknowledgement shall be provided at the time of submission
If the Grievance is submitted by email to the Forum, acknowledgement of the receipt of the Grievance to the consumer will be provided by return email as promptly as possible. If the Grievance is submitted by email, hard copies of the same shall be submitted forthwith separately to the Forum.
The Forum shall intimate the applicant who has submitted the Grievance, the from the date of hearing of the Grievance in writing, giving sufficient advance notice. The Forum shall also forward to the applicant, copy of comments on the grievance received and all documents related to the Grievance received concerned department /section of BEST
The applicant who has submitted the Grievance or any other person who is a party to any proceedings before the Forum may either appear in person or authorize any person other than an Advocate (within the meaning of the Advocate Act, 1961) to present his case before the Forum
In case the applicant or any other person who has been a party to the proceedings before the Forum fails to appear on the date of hearing, the Forum may decide the Grievance in absence of that person. The Forum may consider postponing the date of hearing it sufficient cause is shown by either party.
After considering the Grievance submitted by the consumer, issue-wise on the Grievance submitted by BEST, all other records available, the Forum shall complete the enquiry as expeditiously as possible and every endeavor shall be made by the Forum to pass appropriate order, on the Grievance for its redressal within a maximum period of two (2) months from the date of receipt of the Grievance by the Forum.
If the consumer is not satisfied with the order of the Forum, he/she may approach Electricity Ombudsman for redressal of his Grievance within sixty (60) days from the date of the order of the Forum in prescribed format (Form B)
C. GENERAL CONDITIONS FOR ADMISSION OF GRIEVANCE TO THE FORUM
Generally, a Grievance will be admitted by the Forum only when the consumer is aggrieved on account of his Grievance not being redressed by the IGR Cell within two months of his grievance registered with the Cell. However, a Grievance may be admitted by the Forum before the expiry of the period of two months. If the consumer satisfies the Forum, that the BEST Undertaking has threatened or is likely to remove or disconnect the electricity connection, provided that the Forum has jurisdiction on such matters.
The Forum shall not admit any Grievance unless it is filed within two (2) years from the date on which the cause of action has arisen.
The Forum shall entertain a Grievance only.
(a) If the consumer has complied with the procedure under IGR and has submitted his
Grievance in the specified Form. i.e. Schedule A, the Forum
(b) If the consumer is aggrieved on account of his Grievance being not redressed by the IGR Cell within the period of two months.
(c) Forum is satisfied that the Grievance is not in respect of the same subject matter that has been settled by the Forum in any previous proceedings and
(d) If a representation by the consumer, in respect of the same Grievance is not pending in any proceedings before any court, tribunal or arbitrator or any other authority, or a decree or award or a final order has not already been passed by any such court, tribunal, arbitrator or authority.
The grievances failing in the following category are not in the jurisdiction of the Forum
(a)
Unauthorized use of electricity as provided under section 126 of the Electricity
Act 2003.
(b) Offences and penalties as provided under section 135 to 139 of the Electricity
Act
2003
(c) Accident in the distribution, supply or use of electricity as provided under section 161 of the Electricity Act 2003 and
(d) Recovery of arrears where the bill amount is not disputed.
The Forum may reject the Grievance at any stage after giving an opportunity of being heard if it appears to it that the Grievance is
(a)
frivolous, vexatious, malafide
(b) without any sufficient cause
(c) there is no prima facie loss or damage or inconvenience caused to the consumer;
| For further information, please refer MERCs MERC (Consumer Grievance Redressal Forum & Electricity Ombudsman) Regulations, 2006 on MERCs web site. |
You may download
FormC
(for internal grievance redressal procedure),
FormA (for
approaching Forum), Click here for ONLINE application
Form B
( for approaching
Ombudsman).
Please note theft and tampered meter cases will not be heard at Forum in line
with the clause 6.8 (a) and (b) of MERC (CGRF and Electricity Ombudsman) Regulations, 2006.
Consumer may visit www.consumerhelpline.in
Website for information
1. Name and address of
complainant
2. Telephone No.
3. Description of the
complaint
4. Bill
No. / Installation No. / Meter No. - if any
Procedure for Redressal
:
In case of complaints
about theft of electric supply / tampering of meter and complaints
related to other departments of BEST, the same will be forwarded by
the Complaint Officer to the respective departments and the
complainant will be informed accordingly.
5. Format and Time
Schedule:
In order to expedite the
disposal of complaint, the consumer shall lodge the complaint in the
format enclosed in Annexure C and within one month of the cause of
the complaint.
ote : The Consumer may contact
the next higher authority (List attached - Annexure
B) if they are not satisfied with their redressal of
grievance |
