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IGRC Procedure
English |
"Procedures for
Redressal Of Consumer Grievences"
|
Public Notice
New |
|
As per Section 3.3 of
Maharashtra Electricity Regulatory
Commission (Consumer Grievance Redressal
Forum & Ombudsman ) Regulations, 2003 we are
publishing herewith the rules and procedures
for redressal of grievances
Procedure for
redressal of consumer grievance is given
below :
1.0 Supply
Related Complaints. (24 Hrs Fuse Centres)
General
Requirements :
For any
supply related grievances like Fuse
Blown (No Supply) / Burnt Meter /
Shock / Fire / Building Collapse /
Water Falling on service position /
Voltage fluctuations etc, the
consumers shall lodge the complaints
in the respective Fuse Control
Centres of their area. (List
attached - Annexure A) by
providing the following details.
1. Bill
No./ Meter No./ Installation No -
(Any one of )
2. Telephone
no.(s),
3. Address and
nearest landmark
4. Brief
description of the complaint.
Procedure for Redressal :
a) After
lodging the complaint, BEST's
Fuse-man will inspect the site and
in most cases restore the supply. In
case of faulty or burnt meter, he
will consult the concerned officers
and will replace the same either
from local fuse centers or from a
centralised location. The fuse-man
will request the consumer to give an
Undertaking on a form which is
available with him agreeing to make
the payment of burnt meter charges
through the subsequent electricity
bills and also for amendment of
electricity bills if necessary.
b) In
case of Shock / Fire / Building
Collapse / Water Falling on service
position, the supply to the entire
building will be disconnected either
by Fire Brigade or by BEST whoever
is reaching the site first. The
supply will be restored only after
the installation is set right by the
consumer through Licensed Electrical
Contractor and permission from
Electrical Inspector / Fire Brigade
is submitted wherever necessary.
C) In case of interruptions of
supply such as (no supply to
service) service `Bottom Terminal
No. current, partial area off &
area off supply,the consumer shall
lodge the complaint with the Fault
Control/ System control
d) In case of
area off supply or off supply to
High Voltage consumer the consumer
shall contact the Supervisory/
System control
2.0
Billing Complaints :-
General
Requirements :
For all
billing complaints such as High
Consumption, Stopped Meter, Change
in Name and Address, Disconnection
of meter of vacant premises,
Reconnection of supply, Refund of
Security Deposit etc, the consumer
shall lodge the complaint with the
Complaint Officer of the ward in
respective areas. (List attached -
Annexure A) by providing the
following details :-
1. Bill No.
2. Telephone No.
3. Address
4. Details of
the complaint
Procedure for Redressal :
a) On
receipt of the complaint and its
scrutiny, if it is found necessary,
inspection and site testing of the
meter will be carried out. If the
meter is found to be stopped or
defective, the meter will be
replaced after obtaining Undertaking
from the consumer, agreeing to pay
the amended bills issued
subsequently as per rules in force.
b) For
Change of Name and correction in
address, consumers will have to
submit the duly completed Change of
Name form along with prescribed
fees, documentary evidence in the
office. Necessary Security Deposit
towards one billing cycle
electricity consumption will also
have to be paid. Changes will be
made in the subsequent bills after
due verification on site.
c) For
refund of Security Deposit the
consumer is required to surrender
the original receipts duly
discharged along with an application
for refund. On receipt of the same,
the consumer will be intimated by
sending a postcard for collecting
the cheque /cash.
3.0 Complaints
about obtaining supply:
General
Requirements :
For all
complaints about obtaining supply in
case of New Connections, Additional
load, Shifting of service cable /
meter, Reconnection / Disconnection,
Temporary supply etc, the consumer
shall lodge the complaint with the
Complaint Officer of the ward in
respective areas. (List attached -
Annexure A) by providing the
following details :-
1. Details of
requisition no. and date
2. Description
of the complaint
Procedure for Redressal :
a)
Generally the electric supply will
be connected within one month of the
receipt of the completed application
in normal circumstances in case of
New Connection, Additional load,
Reconnection, Temporary supply etc
b) The
cases requiring extension of
Distribution Mains, Laying of new
service and Commissioning of new Sub
Stations, the supply shall be
provided immediately after obtaining
statutory permissions and execution
of the jobs.
4.0 General
Complaints :
General
Requirements :
For all
the complaints of the consumers
about other departments of BEST such
as Vigilance Department, Operation &
Maintenance Department, Erection
Department, Street Lighting
Department, Energy Audit Department
etc, the consumer shall lodge the
complaint with the Complaint Officer
of the ward in respective areas.
(List attached - Annexure A)
by providing the following details
:-
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.
Note :
The Consumer may contact the next higher
authority (List attached - Annexure
B) if they are not satisfied with
their redressal of grievance
|
|
List
of Officers To Be Contacted -
Annexure A |
|
Sr. |
Nature of Complaint |
Authority to be Contacted |
Next
|
|
|
No. |
|
Designation |
Tel.No |
Authority |
Address |
|
|
|
1 |
For
Supply Related Complaints |
Fuse
Controller |
|
Fault
Controller |
|
|
|
"No
Supply" Complaints |
at : |
|
at : |
|
|
|
South
Zone |
Colaba |
2 218
4242 |
}Pathakwadi
|
} Ground
floor |
|
|
Fuse
Blown, LT Off Supply |
Pathakwadi |
2 208
4242 |
}
22066661 |
} Vidyut
Bldg. |
|
|
|
Tradeo |
2 309
4242 |
}
22066611 |
}
Pathakwadi., |
|
|
|
Masjid |
2 947
4242 |
}
22087234 |
} Mumbai
2 |
|
|
|
|
|
}
22078864 Ext. 748 |
}
|
|
|
|
|
|
}
|
|
|
|
"No
Supply" Complaints |
|
|
|
|
|
|
North
Zone |
Dadar |
2 412
4242 |
}Dadar |
}Transportation Engr. |
|
|
Fuse
Blown, LT Off Supply |
|
2 412
3162 |
} 2
4128683 |
} Bldg.,
Tilak Rd, Dadar-14 |
|
|
|
|
2 412
4993 |
} 2
4146611 |
|
|
|
|
|
|
} 2
4146987 |
|
|
|
|
Worli |
2 495
4242 |
} Worli
|
} Worli
Naka, |
|
|
|
|
2 495
3363 |
}
24926611 |
} G.K.
Kadam Marg, 18 |
|
|
|
Suparibaug |
2 411
4242 |
|
|
|
|
|
|
2 411
6217 |
|
|
|
|
Mahim |
2 444
4242 |
Mahim |
|
|
|
|
2 446
1634 |
}
24456611 |
|
|
|
|
|
}
24451060 |
|
|
For
Supply Related Complaints |
Fault
Controller |
2 206
6661 |
System
Controller |
}Ground
Floor, |
|
"No
Supplu" Complaints |
|
2 206
6611 |
}
22085888 |
}Vidyut
Bildg, |
|
South
Zone |
|
2 208
7234 |
|
}Pathakwadi, |
|
Service
B/T no current, partial area off
supply |
|
2 207
8865 ext. 748 |
|
}Mumbai-2 |
|
For
Related Complaints |
Fault
Controller |
2 414
6611 |
Supervisory Controller |
}Transportation Engg. |
|
"No
Supply" Complaints |
|
|
}24145888 |
}Bldg.
Tilak Rd dadar |
|
Service
B/T no current, partial area off
supply |
|
|
|
}Mumbai-14 |
|
For
Supply Related Complaints |
System
Controller |
2 208
5888 |
Supdt O
& M (S) }22153486 |
|
|
"No
Supply" Complaints |
|
|
Supdt O
& M (CS)}22080524 |
|
|
Area off
Supply/H.V. Consumer off supply |
|
|
|
|
|
For
Supply Retated Complaints |
Supervisory Controller |
2 414
5888 |
Supdt O
& M (N) }24146262 |
|
|
"No
Supply" Complaints |
|
|
Ext.
503,508 |
|
|
Area off
Supply/H.V. Consumer off supply
|
|
|
Supdt O
& M(CN) }24314888 |
|
|
2 |
For
Supply Related Complaints |
Fuse
Controller |
|
|
|
|
|
|
at : |
|
|
|
|
|
South
Zone |
Colaba |
2 218
4242 |
Supdt(IF) |
1st
Floor, |
|
|
Burnt
Meter,Shock, |
Pathakwadi |
2 208
4242 |
A,B& C
wards |
Electric
House,Colaba |
|
|
Fire,Building Collapse,Water |
Masjid |
2 347
4242 |
2 285
6262 |
Mumbai
-01 |
|
|
Falling
on Service Position |
|
|
Extn.
514 |
|
|
|
Voltage
Fluctitations etc. |
Tardeo |
2 309
4242 |
A.E.
(IF) |
1st
floor, |
|
|
|
|
|
D & E
wards |
Mumbai
Central |
|
|
|
|
|
2 301
6730 |
Depot,
Mum.-08 |
|
|
North
Zone |
Dadar |
2 412
4242 |
A.E.
(IF) |
} 2nd
floor, |
|
|
Burnt
Meter,Shock, |
|
|
E, F/S &
F/N |
}
Transportation |
|
|
Fire,Building Collapse,Water |
|
|
2 414
6262 |
}
Engr.Bldg., |
|
|
Falling
on Service Position |
Worli |
2 495
4242 |
Ext -514
|
} Tilak
Rd.,Dadar } Mumbai 14 |
|
|
Voltage
Fluctitations etc. |
|
|
A.E.
(IF) |
} |
|
|
|
Suparibaug |
2 411
4242 |
G/S, G/N
|
} |
|
|
|
|
|
2 414
6262 |
|
|
|
|
Mahim |
2 444
4242 |
Ext -514 |
|
|
3 |
For
Billing Complaints |
Complaint Officer |
2 288
1483 |
Supdt.(ES) Cons.(S) |
2nd
floor, Multistoried |
|
|
South
Zone |
A Ward |
2 285
6262 |
AE A &B |
Annex
Bldg., . |
|
|
High
Consumption, Stopped Meter, |
|
Ext. 552 |
2 288
13868, 2 285 6262 Ext. 552 |
Colaba,
Mumbai - 1 |
|
|
Change
in Name / Address, |
|
|
|
|
|
|
Refund
of Security Deposit, |
Complaint Officer |
2
2881501,2 2856262 |
Supdt.
(ES) Cons(S)A & B |
3rd
Floor,Mulitistoried . |
|
|
Complaints of billing |
B Ward |
Ext. 551 |
2 288
3868,2 285 6262 |
Annex
Bldg., Colaba, |
|
|
under
cycle 19 etc. |
|
|
Ext. 554 |
Mumbai -
1 |
|
|
|
Complaint Officer |
2 201
1848 |
A.E
Cons./C |
3rd
Floor, Vidyut Bldg, |
|
|
|
C Ward |
|
2 200
3579 |
Pathak
Wadi, Mumbai 2 |
|
|
|
Complaint Officer |
2
3093054, 2 3026713 |
Supdt.(ES).Cons.(S) D&E |
}
3rd Floor, Tardeo Bus
station., |
|
|
|
D Ward |
2 3026716 |
2 302
6701 |
} Sankul,
R.S |
|
|
|
Complaint Officer |
2 309
3045 |
Supdt.Con D&E |
} Nimkar
Marg. |
|
|
|
E Ward |
|
|
} Tardeo,
Mumbai-8 |
|
|
North
Zone |
Complaint Officer |
2
4146262 Ext. 546 |
Supdt.(ES) Cons. (N) |
5th
floor, New Ancillary Bldg. |
|
|
High
Consumption, Stopped Meter, |
E Ward |
2 417
4917 |
(F/s&E
ward)Ext.566 2 414 6262 |
Wadala
Bus Depot., Tilak Road Extn., |
|
|
Change
in Name / Address, |
|
|
|
Wadala,
Mumbai 31 |
|
|
Refund
of Security Deposit |
Complaint Officer |
2 414
6262, Ext. 546 |
Supdt.(ES)cons.(N)(F/S&E word) |
5th
floor, New Ancillary Bldg. |
|
|
Complaints of billing |
F/S Ward |
2 417
4917 |
2 418
1324,2 414 6262 |
Wadala
Bus Depot, Tilak Road Extn. |
|
|
under
cycle 19 etc. |
|
|
Ext. 566 |
Wadala,
Mumbai 31 |
|
|
|
Complaint Officer |
2 414
6262 Exn. 546 |
Supdt.(ES)Cons.(N)(F/N&E Ward |
6th
floor, New Ancillary Bldg., |
|
|
|
F/N Ward |
2 417
3599 |
2 418
1324,2 414 6262 Ext.548 |
Wadala
Bus Depot. Tilak Road Extn. |
|
|
|
|
|
|
Wadala
Mumbai 31 |
|
|
|
Complaint Officer |
2 414
6262 Ext.551 |
Supdt.(ES)Cons.(N)(G/S word) |
2nd
floor, Trans.Engg. Bldg., |
|
|
|
G/S Ward |
2 417
2666 |
2 417
2666,2 414 6262 Ext. 542 |
Tilak
Road., |
|
|
|
|
|
|
Dadar,
Mumbai 14 |
|
|
|
Complaint Officer |
2 414
6262 Ext. 555 |
Asst.
Engr. Cons.(N)(G/N ward) |
1st
floor, Trans.Engg.Bldg. |
|
|
|
G/N Ward |
2 418
7172 |
2 418
1324, 2414 6262 Ext. 542 |
Tilak
Road., |
|
|
|
|
|
|
Dadar,Mumbai 14 |
|
4 |
Complaints of Obtaining Supply |
|
|
|
|
|
South
Zone |
Complaint Officer |
2 285
6262 |
AE(A) 2
281 1253 |
1st
Floor, Electric - |
|
|
New
Connections, Additional Load, |
A Ward |
Ext.521 |
|
House,
Colaba Mumbai 01 |
|
|
Shifting
of service cable / meter |
Complaint Officer |
2 285
6262 Ext. 522 |
AE (B) 2
281 1256 |
6th
fllor, Multistoried Bldg., |
|
|
Reconnection / Disconnection |
B Ward |
|
|
Near to
BEST Bhavan, |
|
|
Temporary Supply etc. |
|
|
|
Colaba,
Mumbai 01 |
|
|
|
Complaint Officer |
2 201
9115 |
AE(C) |
3rd
Floor, Vidyut |
|
|
|
C Ward |
|
2 207
8736 |
Bldg,
PathakWadi |
|
|
|
|
|
|
Mumbai-2 |
|
|
|
Complaint Officer |
2 300
3405 |
Supdt.(D) |
3rd
Floor, New |
|
|
|
D Ward |
|
2 302
6822 |
Bldg,
Tardeo |
|
|
|
|
|
|
Mumbai-8 |
|
|
|
Complaint Officer |
2 302
6786 |
AE(E) |
2rd
Floor, New |
|
|
|
E Ward |
|
2 302
6823 |
Bldg,
Tardeo |
|
|
|
|
|
|
Mumbai-8 |
|
Complaints of Dbtaining Supply |
Complaint Officer E&F/S Ward |
2 411
6334 |
Supdt.
E&F/S 2 470 4285,2 412 8962 |
3rd
floor New Ancillary Bldg., Wadala
Bus Depot.Tilad Rd. Extn. Wadala
Mumbai 31 |
|
|
North
Zone |
Complaint Fooicer F/N ward |
2 416
0337 |
AE (F/N)
2 416 0337 |
4th floor,New
Ancillary Bldg. Wadala Bus Dept. |
|
|
New
Connections, Additional Load, |
|
|
|
Tilak
Rd. Extn. Wadala, Mumbai 31 |
|
|
Shifting
of service cable / meter |
Complaint Officer G/S south Ware |
2 414
6262 Ext. 521 |
Supdt.(G/S)
2 414 6262 Ext. 514 |
2nd
floor, Trans.Engg. Bldg. |
|
|
Reconnection / Disconnection |
|
|
|
Tilak
Road Dadar, Mumbai 14 |
|
|
Temporary Supply etc. |
Complaint Officer |
2 414
6262 Ext. 522 |
AE (G /
N) 2 414 6262 |
2nd
floor, Trans.Engg. |
|
|
|
G/N Ward |
|
Ext.514 |
Tilak
Rd., Dadar.Bldg. |
|
|
|
|
|
|
Mumbai
14 |
|
5 |
General Complaints about other |
Fomplaint
Officer of resp. Wards |
As
abovee |
As above |
As above |
|
|
Departments |
|
|
|
|
|
|
(For
South & North Zones) |
|
|
|
|
|
|
The
complaints of the other |
|
|
|
|
|
|
departments of BEST . |
|
|
|
|
|
|
|
|
|
|
|
|
NOTE 1)
E-mail IDs of the complaint offcer
of each of the Ward of Commercial
Consumer & Energy Audit Department
is attched after Annexuure "B"]
2) Any
changes in Address of any Ward and
contact telephone number should be
updated by the concerned
department in this internal
redressal system circular
immediately.
|
|
List
of Officers To Be Contacted -
Annexure B |
|
Sr. |
Nature of Complaint |
Next Higher Authority to be
contacted with Contact No. & Address |
|
No. |
|
No.1 |
No.2 |
|
1 |
For
Supply Related Complaints |
Asst
Engr / Supdt |
Divisional Engineer Maint.South |
|
For
"No Supply" Complaints |
2 215
3486 |
2
2154428 |
|
|
South
Zone |
O & M
(South) Department |
O & M
(South) Department |
|
|
|
Colaba
Offshore, Mum-01 |
Colaba
Offshore, Mum-01 |
|
|
Fuse
Blown, LT/HT off Supply |
Asst
Engr / supdt 2 208 0524 Ext. 742,749 |
Divisional Engineer Maint.C-South 2
207 3875 |
|
|
|
O&M (C-S)
Department |
O&M(Central South)
Dept. |
|
|
|
Vifyuy Blfh.
Pathakwadi, Mum 2 |
Vidyut
Bldg, Pathakwadi, Mum 2 |
|
|
For
"No Supply" Complaints |
Asst
Engr / Supdt |
Divisional Engineer Maint.North |
|
|
North
Zone |
2
4146262 Ext. 507 |
2
4121740, 2 4120301 |
|
|
Fuse
Blown, LT / HT Off Supply |
O & M
(North) Department |
O & M
(North) Department |
|
|
|
Wadala
Depot, Mum-31 |
Wadala
Depot, Mum-31 |
|
|
|
Asst
Engr / Supdt |
Divisional Engineer Maint.C-North |
|
|
|
2
4226334 |
2
4314888 |
|
|
|
O & M
(C-North) Department |
O & M
(C-North) Department |
|
|
|
Prabhadevi R/S, Opp.Passport Off. |
Prabhadevi R/S, Opp.Passport Off. |
|
|
|
Prabhadevi, Mum-25 |
Prabhadevi, Mum-25 |
|
2 |
For
Supply Related Complaints |
|
|
|
|
South
Zone |
Supdt.
(IP) Commercial (South) |
Divisional Engineer Commercial
(South) |
|
|
Burnt
Meter,Shock, |
2 285
6262 |
2 284
1071, 2 285 6262 Ext. 511 |
|
|
Fire,Building Collapse,Water |
Ext. 514 |
1st
floor, Electric House Colaba |
|
|
Falling
on Service Position |
|
Mumbai
01 |
|
|
Voltage
Fluctitations etc. |
|
|
|
|
North
Zone |
A.E (IF)
Commercial (North) |
Divisional Engineer |
|
|
Burnt
Meter,Shock, |
2 414
6262 Ext. 514 |
Commercial (North) |
|
|
Fire,Building Collapse,Water |
|
2 412
0238, 2 414 6262 Ext. 511 |
|
|
Falling
on Service Position |
|
2nd
floor, Transpostation Engg. Bldg. |
|
|
Voltage
Fluctitations etc. |
|
Tilak
Road, Dadar 14 |
|
3 |
For
Billing Complaints |
Supdt.
|
|
|
|
South
Zone |
Cosumers(South) |
|
|
|
High
Consumption, Stopped Meter, |
2 284
0923, 2 285 6262 Ext.541 |
|
|
|
Change
in Name / Address, |
1st
floor Multistoried Annex Bldg. |
|
|
|
Refund
of Security Deposit, |
Colaba,
Mumbai 01 |
|
|
|
Complaints of billing |
|
|
|
|
under
cycle 19 etc. |
|
|
|
|
For
Billing Complaints |
Supdt.
|
|
|
|
North
Zone |
Consumers (North) |
|
|
|
High
Consumption, Stopped Meter, |
2 418
3276 |
|
|
|
Change
in Name / Address, |
2
4146262 Ext. 543 |
|
|
|
Refund
of Security Deposit, |
2nd
Floor, Transpor- |
|
|
|
Complaints of billing |
tation
Engg.Bldg, |
|
|
|
under
cycle 19 etc. |
Tilak
Road, Dadar -14 |
|
|
4 |
Complaints of Obtaining Supply |
|
|
|
|
South
Zone |
Divisional Engineer |
|
|
|
New
Connections, Additional Load, |
Commercial (South) |
|
|
|
Shifting
of service cable / meter |
2 284
1071, 2 285 6262 Ext.511 |
|
|
|
Reconnection / Disconnection |
1st
floor, Electric House |
|
|
|
Temporary Supply etc. |
Colaba,
Mumbai 01 |
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North
Zone |
Divisional Engineer |
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New
Connections, Additional Load, |
Commercial (North) |
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Shifting
of service cable / meter |
2 412
0238, s 414 6262 Ext.511 |
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Reconnection / Disconnection |
2nd
floor, Transportation Bldg. Tilak
Road, |
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Temporary Supply etc. |
Dadar,
Mumbai 14 |
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5 |
General Complaints about other |
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Departments |
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(For
South & North Zones) |
|
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The
complaints of the consumers will
|
Divisional Engineer |
|
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be
referred to the respective Ward |
of resp
department |
|
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Officers. |
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d) In case of area
off supply or off supply to High Voltage
consumer the consumer shall contact the
Supervisory/ System control
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Annexure C
CONSUMERS / COMMERCIAL
(SOUTH / NORTH )
DIVISION
FORM FOR
CONSUMERS COMPLAINT
To, Date:-
_______________________
_______________________
_______________________
1) Consumers name :-
__________________________________
Tel.No.________
2) Address (Electric
Supply/Correspondence)
Room No.________ Floor
No._________ Bldg. name
_______________
Bldg. No. ___________
Road ______________
Mumbai ______________
3) Bill no.
___________________
Meter No.________4)
Nearest St. Ltg. Pole
no.____
5) Type of complaint
pertaining to electric
supply
____________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
(Attach separate sheet,
if required )
Yours faithfully,
Encl:- 1) Electric bill
2)
3)
4)
5)
(Signature)
(Consumers name in
Block letters)
(P.T.O)
NOMINATION :- (If the
Consumer wants to
nominate his
representative to appear
and
made submissions on his
behalf before the BEST
Undertaking the
following declaration
should be submitted. )
I/We the above named
Consumer hereby nominate
Shri./Smt.
____________________
who is not an Advocate
and whose address is
________________________________
_____________________________________________________________________
_____________ is my/our
REPRESENTATIVE in the
proceedings and confirm
that any statement,
acceptance or rejection
made by him/her shall be
binding on me/us. He/She
has signed below in my
presence.
ACCEPTED
(Signature of
Representative)
(Signature of Consumer)
&nb
Schedule A
APPLICATION TO
FORUM FOR REDRESSAL OF
GRIEVANCE
Date_____________
1. NAME OF THE
CONSUMER
____________________
2. FULL ADDRESS OF
THE CONSUMER
____________________
PIN CODE
_________________
PHONE NO.
_________________
FAX NO
_________________
EMAIL
ID_________________
3. PARTICULARS OF
CONNECTION AND CONSUMER
NO.
( Please state
nature of connection)
___________________________________________________________
4. DISTRIBUTION
LICENSEE
_________________
5. DETAILS OF THE
GRIEVANCE, FACTS GIVING
RISE TO THE
GRIEVANCE
(If space is not
sufficient please
enclose separate sheet
)
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
6. DATE OF ORIGINAL
INTIMATION OF GRIEVANCE
BY THE CONSUMER
TO THE DISTRI BUTI ON
LICENSEE (INTERNAL
GRIEVANCE REDRESSAL
CELL)
___________________________________________________
7. REMEDY PROVIDED BY
THE DISTRIBUTION
LICENSEE, IF ANY
( If remedy has
been provided, please
enclose relevant
communication from the
Distribution
Licensee )
8. NATURE OF RELIEF
SOUGHT FROM THE FORUM
__________________________________________________________
( Please enclose
any proof to support
claim, if any )
9. LIST OF DOCUMENTS
ENCLOSED
( Please enclose
copies of any relevant
documents which support
the facts giving rise to
the Grievance )
10. DECLARATION
(a) I/ We , the consumer
/s herein declare that:
(i) the information
furnished herein above
is true and correct; and
(ii) I/ We have not
concealed or
misrepresented any fact
stated hereinabove and
the documents submitted
herewith.
(b) The present
Grievance has been
intimated to the
Distribution Licensee in
the form and manner and
within the time frame
prescribed by the
Distribution Licensee
and I/ We am/are not
satisfied by the remedy
provided by the
Distribution Licensee or
no remedy was provided
within a period of two
(2) months from the date
of original intimation
(c) The subject matter
of the present Grievance
has never been submitted
to the Forum by me/ or
by any one of us or by
any of the parties
concerned with the
subject matter to the
best of my/ our
knowledge.
(d) The subject matter
of my / our Grievance
has not been settled
through the Forum in any
previous proceedings.
(e) The subject matter
of my / our Grievance
has not been decided by
any competent
authority/court/arbitrator,
and is not pending
before any such
authority / court /
arbitrator .
Yours faithfully
(Signature)
(Consumers name in
block letter)
NOMINATION (If the
consumer wants to
nominate his
representative to appear
and make submissions on
his behalf before the
Forum, the following
declaration should be
submitted.) I/We the
above named consumer
hereby nominate
Shri/Smt.
.. , who
is not an Advocate and
whose address is
..
.. as my/our
REPRESENTATIVE in the
proceedings and confirm
that any statement,
acceptance or rejection
made by him/her shall be
binding on me/us. He/She
has signed below in my
presence.
ACCEPTED
(Signature of
Representative)
(Signature of Consumer)
Schedule B
REPRESENTATION
BEFORE ELECTRICITY
OMBUDSMAN
No.
_____of year __
_____
Date_____________
(TO BE FILLED UP BY
OFFICE)
To
The Electricity
Ombudsman
(Address)
Dear Sir,
SUB: please make a
mention of the order of
the Forum from which a
representation to the
Electricity Ombudsman is
being made
Details of the Grievance
are as under:
1. NAME OF THE CONSUMER
____________________
2. FULL ADDRESS OF THE
CONSUMER
____________________
PIN CODE
_________________
PHONE NO.
FAX NO_________________
EMAIL
ID_________________
3. NAME AND FULL AD DRE
SS OF THE DISTRIBUTION
LICENSEE, PIN CODE,
PHONE NO. / FAX
NO._________________________________
4. NAME AND FULL AD DRE
SS OF THE FORUM, PIN
CODE, PHONE NO. /
FAX
NO._________________________________
5. PARTICULARS OF
CONNECTION AND CONSUMER
NO.
( Please state
nature of connection)
_________________________________________________________
6. DATE OF SU BMI SSION
OF GRIEVANCE BY THE
CONSUMER TO THE
FORUM
________________________________________________________
(Please enclose three
copies of the Grievance)
7. SUBJECT MATTER OF THE
REPRESENTATION____________________________
8. DETAILS OF THE
REPRESENTATION, FACTS
GIVING RISE TO THE
REPRESENTATION
(If space is not
sufficient please
enclose separate sheet
)
__________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
. Whether the consumer
has received the final
decision of the Forum ?
( If yes, please
enclose ?? three copies
?? of the Forum ?? s
order conveying its
final decision )
10 NATURE OF RELIEF
SOUGHT FROM THE
ELECTRICITY OMBUDSMAN
__________________________________________________________
( Please enclose ??
three copies ?? of
documentary proof, if
any, in support of your
claim )
11. NATURE AND EXTENT OF
MONETARY LOSS, IF ANY,
CLAIMED BY THE CONSUMER
(IF ANY) BY WAY OF
COMPENSATION
Rs_________________
( Please enclose
documentary proof, if
any, to show that such
loss is actual loss
caused as a direct
consequence of alleged
act, omission or
commission of the
Distribution Licensee
)
12. LIST OF DOCUMENTS
ENCLOSED
( Please enclose ??
three copies ?? of all
the documents which
support the facts giving
rise to the
Representation )
13 .
DECLARATION
(a) I/ We , the consumer
/s herein declare that:
(i) the information
furnished herein above
is true and correct; and
(ii) I/ We have not
concealed or
misrepresented any fact
stated in hereinabove
and the documents
submitted herewith.
(b) The subject matter
of my / our
representation has never
been brought before the
Office of the
Electricity Ombudsman by
me/ or by any one of us
or by any of the parties
concerned with the
subject matter to the
best of my/ our
knowledge.
(c) The subject matter
of my / our
representation has not
been settled through the
Office of the
Electricity Ombudsman in
any previous
proceedings.
(d) The subject matter
of the present
representation has not
been decided by any
competent
authority/court/arbitrator,
and is not pending
before any such
authority / court /
arbitrator.
Yours faithfully
(Signature)
(Consumer's name in
block letter )
NOMINATION (
If the consumer
wants to nominate his
representative to appear
and make submissions on
his behalf before the
Electricity Ombudsman or
to the Office of the
Electricity Ombudsman,
the following
declaration should be
submitted.)
I/We the above named
consumer hereby nominate
Shri/Smt
..
who is not an Advocate
and whose
address is . . . . .. .
. . .. . . . . . . . . .
. . .
as
my/our
REPRESENTATIVE in the
proceedings and confirm
that any statement,
acceptance or >
rejection made by
him/her shall be binding
on me/us. He/She has
signed below in my
presence.
ACCEPTED
(Signature of
Representative)
(Signature of Consumer)
The procedure of
redressal of consumer
grievance in the
Consumer Grievance
Redressal Forum is
available at
"Maharashtra Electricity
Regulatory Commission
(Consumer Grievance
Redressal Forum &
Ombudsman) Regulations,
2006" on the Maharashtra
Electricity Regulatory
Commission's website "
www.mercindia.org.in
".
The website of National
Consumer Help line is
www.consumerhelpline.in/
The e-mail id of
National Consumer Help
line is
nationalconsumer.helpline@gmail.com
"
Internal
Grievance Redressal
Cells of BEST
|
Sr.No. |
Name of the
Division
|
Names & Telephone No of officers in charge
|
IGR Cell Address |
Email ID of IGR Cell |
|
1. |
Customer Care A
Ward
|
S.M.Jaunjal, AOCCA
22049722
|
1st Floor, Electric House, S.B.Marg,
Colaba,
Mumbai-400001
|
igrcccaward@bestundertaking.com
|
|
2. |
Customer Care B
Ward
|
M.D.Sanap, AOCCB
22049721 22799589
|
Grd Floor, BEST Bhavan, BEST Marg, Colaba,
Mumbai-400001
|
igrcccbward@bestundertaking.com
|
|
3. |
Customer Care C
Ward
|
V.B.Sonawane,
AOCCC 22030846
|
Vidyut Bldg, 3rd Floor,
Pathakwadi Lane
,
Opp.G.T.Hospital
Mumbai-400002
|
igrcccward@bestundertaking.com
|
|
4. |
Customer Care D
Ward
|
G.D.Ubhalkar,
AOIGRD
23026761 23092365
|
2nd Floor, New Administrative Bldg,
Complex, near
Navjeevan
Society, Tardeo,
R.S.Nimkar Marg
Mumbai-400008
|
igrccdward@bestundertaking.com
|
|
5. |
Customer Care E
Ward
|
Mrs. Estella F.
Jacques,
AOIGRE 24160337
Ext:745
|
New Ancillary Bldg, 4th Floor BEST, Wadala
Depot, Wadala,
Mumbai-400031
|
decceward@bestundertaking.com
|
|
6. |
Customer Care F/S
Ward
|
Miss. V.V.Dabholkar, AOIGRF/S
24116334
Ext: 764
|
New Ancillary Bldg, 3rd Floor BEST, Wadala
Depot, Wadala,
Mumbai-400031
|
deccfsward@bestundertaking.com
|
|
7. |
Customer Care G/S
Ward
|
Nazir Hussan S.
Hussan, AOIGRG/S
24172666
|
Transportation Engg Bldg, Gate No.3, 2nd
Floor,
Tilak Road
, Dadar,
Mumbai-400014
|
deccgsward@bestundertaking.com
|
|
8. |
Customer Care F/N
Ward
|
R.P.Gathe, AOIGRF/N
Tel No 24181324
|
New Ancillary Bldg,6th
Floor BEST,
Wadala Depot,
Wadala,
Mumbai-400031
|
deccfnward@bestundertaking.com
|
|
9. |
Customer Care G/N
Ward
|
P.S.Deshpande,
AOCCG/N 24187172
|
Transportation Engg Bldg,
1st Floor,
Tilak Road
, Dadar,
Mumbai-400014
|
deccgnward@bestundertaking.com
|
|
10. |
Customer Care
Energy Audit
|
D.S.Gorad, AOEA
23026696
|
4th Floor, R.S.Nimkar Marg, Tardeo Bus
station Sankul,
Mumbai-400008
|
deea@bestundertaking.com |
|
11.
|
Customer Care
(SIMHA)
|
B.K. Shelke DECC
(SIMHA)
24157813
|
New Ancillary Bldg,6th
Floor BEST,
Wadala Depot,
Wadala,
Mumbai-400031
|
deccsimha@bestundertaking.com
|
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