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Brihan
Mumbai Electric Supply & Transport Undertaking
(Of the Municipal Corporation of Greater
Mumbai)
"Procedures for Redressal Of Consumer
Grievences"
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Publie Notice New
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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
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List of Officers To Be Contacted - Annexure
A |
| Sr. |
Nature of Complaint |
Authority to be Contacted |
Next |
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| No. |
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Designation |
Tel.No |
Authority |
Address |
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| 1 |
For Supply Related Complaints |
Fuse Controller |
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Fault Controller |
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"No Supply" Complaints |
at : |
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at : |
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South Zone |
Colaba |
2 218 4242 |
}Pathakwadi |
} Ground floor |
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Fuse Blown, LT Off Supply |
Pathakwadi |
2 208 4242 |
} 22066661 |
} Vidyut Bldg. |
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Tradeo |
2 309 4242 |
} 22066611 |
} Pathakwadi., |
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Masjid |
2 947 4242 |
} 22087234 |
} Mumbai 2 |
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} 22078864 Ext. 748 |
} |
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} |
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"No Supply" Complaints |
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North Zone |
Dadar |
2 412 4242 |
}Dadar |
}Transportation Engr. |
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Fuse Blown, LT Off Supply |
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2 412 3162 |
} 2 4128683 |
} Bldg., Tilak Rd, Dadar-14 |
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2 412 4993 |
} 2 4146611 |
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} 2 4146987 |
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Worli |
2 495 4242 |
} Worli |
} Worli Naka, |
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2 495 3363 |
} 24926611 |
} G.K. Kadam Marg, 18 |
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Suparibaug |
2 411 4242 |
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2 411 6217 |
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Mahim |
2 444 4242 |
Mahim |
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2 446 1634 |
} 24456611 |
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} 24451060 |
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For Supply Related Complaints |
Fault Controller |
2 206 6661 |
System Controller |
}Ground Floor, |
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"No Supplu" Complaints |
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2 206 6611 |
} 22085888 |
}Vidyut Bildg, |
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South Zone |
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2 208 7234 |
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}Pathakwadi, |
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Service B/T no current, partial area off supply |
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2 207 8865 ext. 748 |
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}Mumbai-2 |
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For Related Complaints |
Fault Controller |
2 414 6611 |
Supervisory Controller |
}Transportation Engg. |
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"No Supply" Complaints |
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}24145888 |
}Bldg. Tilak Rd dadar |
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Service B/T no current, partial area off supply |
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}Mumbai-14 |
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For Supply Related Complaints |
System Controller |
2 208 5888 |
Supdt O & M (S) }22153486 |
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"No Supply" Complaints |
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Supdt O & M (CS)}22080524 |
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Area off Supply/H.V. Consumer off supply |
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For Supply Retated Complaints |
Supervisory Controller |
2 414 5888 |
Supdt O & M (N) }24146262 |
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"No Supply" Complaints |
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Ext. 503,508 |
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Area off Supply/H.V. Consumer off supply |
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Supdt O & M(CN) }24314888 |
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| 2 |
For Supply Related Complaints |
Fuse Controller |
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at : |
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South Zone |
Colaba |
2 218 4242 |
Supdt(IF) |
1st Floor, |
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Burnt Meter,Shock, |
Pathakwadi |
2 208 4242 |
A,B& C wards |
Electric House,Colaba |
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Fire,Building Collapse,Water |
Masjid |
2 347 4242 |
2 285 6262 |
Mumbai -01 |
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Falling on Service Position |
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Extn. 514 |
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Voltage Fluctitations etc. |
Tardeo |
2 309 4242 |
A.E. (IF) |
1st floor, |
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D & E wards |
Mumbai Central |
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2 301 6730 |
Depot, Mum.-08 |
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North Zone |
Dadar |
2 412 4242 |
A.E. (IF) |
} 2nd floor, |
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Burnt Meter,Shock, |
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E, F/S & F/N |
} Transportation |
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Fire,Building Collapse,Water |
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2 414 6262 |
} Engr.Bldg., |
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Falling on Service Position |
Worli |
2 495 4242 |
Ext -514 |
} Tilak Rd.,Dadar } Mumbai 14 |
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Voltage Fluctitations etc. |
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A.E. (IF) |
} |
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Suparibaug |
2 411 4242 |
G/S, G/N |
} |
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2 414 6262 |
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Mahim |
2 444 4242 |
Ext -514 |
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| 3 |
For Billing Complaints |
Complaint Officer |
2 288 1483 |
Supdt.(ES) Cons.(S) |
2nd floor, Multistoried |
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South Zone |
A Ward |
2 285 6262 |
AE A &B |
Annex Bldg., . |
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High Consumption, Stopped Meter, |
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Ext. 552 |
2 288 13868, 2 285 6262 Ext. 552 |
Colaba, Mumbai - 1 |
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Change in Name / Address, |
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Refund of Security Deposit, |
Complaint Officer |
2 2881501,2 2856262 |
Supdt. (ES) Cons(S)A & B |
3rd Floor,Mulitistoried . |
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Complaints of billing |
B Ward |
Ext. 551 |
2 288 3868,2 285 6262 |
Annex Bldg., Colaba, |
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under cycle 19 etc. |
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Ext. 554 |
Mumbai - 1 |
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Complaint Officer |
2 201 1848 |
A.E Cons./C |
3rd Floor, Vidyut Bldg, |
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C Ward |
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2 200 3579 |
Pathak Wadi, Mumbai 2 |
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Complaint Officer |
2 3093054, 2 3026713 |
Supdt.(ES).Cons.(S) D&E |
} 3rd Floor, Tardeo Bus station., |
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D Ward |
2 3026716 |
2 302 6701 |
} Sankul, R.S |
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Complaint Officer |
2 309 3045 |
Supdt.Con D&E |
} Nimkar Marg. |
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E Ward |
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} Tardeo, Mumbai-8 |
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North Zone |
Complaint Officer |
2 4146262 Ext. 546 |
Supdt.(ES) Cons. (N) |
5th floor, New Ancillary Bldg. |
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High Consumption, Stopped Meter, |
E Ward |
2 417 4917 |
(F/s&E ward)Ext.566 2 414 6262 |
Wadala Bus Depot., Tilak Road Extn., |
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Change in Name / Address, |
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Wadala, Mumbai 31 |
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Refund of Security Deposit |
Complaint Officer |
2 414 6262, Ext. 546 |
Supdt.(ES)cons.(N)(F/S&E word) |
5th floor, New Ancillary Bldg. |
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Complaints of billing |
F/S Ward |
2 417 4917 |
2 418 1324,2 414 6262 |
Wadala Bus Depot, Tilak Road Extn. |
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under cycle 19 etc. |
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Ext. 566 |
Wadala, Mumbai 31 |
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Complaint Officer |
2 414 6262 Exn. 546 |
Supdt.(ES)Cons.(N)(F/N&E Ward |
6th floor, New Ancillary Bldg., |
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F/N Ward |
2 417 3599 |
2 418 1324,2 414 6262 Ext.548 |
Wadala Bus Depot. Tilak Road Extn. |
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Wadala Mumbai 31 |
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Complaint Officer |
2 414 6262 Ext.551 |
Supdt.(ES)Cons.(N)(G/S word) |
2nd floor, Trans.Engg. Bldg., |
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G/S Ward |
2 417 2666 |
2 417 2666,2 414 6262 Ext. 542 |
Tilak Road., |
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Dadar, Mumbai 14 |
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Complaint Officer |
2 414 6262 Ext. 555 |
Asst. Engr. Cons.(N)(G/N ward) |
1st floor, Trans.Engg.Bldg. |
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G/N Ward |
2 418 7172 |
2 418 1324, 2414 6262 Ext. 542 |
Tilak Road., |
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Dadar,Mumbai 14 |
| 4 |
Complaints of Obtaining Supply |
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South Zone |
Complaint Officer |
2 285 6262 |
AE(A) 2 281 1253 |
1st Floor, Electric - |
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New Connections, Additional Load, |
A Ward |
Ext.521 |
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House, Colaba Mumbai 01 |
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Shifting of service cable / meter |
Complaint Officer |
2 285 6262 Ext. 522 |
AE (B) 2 281 1256 |
6th fllor, Multistoried Bldg., |
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Reconnection / Disconnection |
B Ward |
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Near to BEST Bhavan, |
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Temporary Supply etc. |
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Colaba, Mumbai 01 |
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Complaint Officer |
2 201 9115 |
AE(C) |
3rd Floor, Vidyut |
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C Ward |
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2 207 8736 |
Bldg, PathakWadi |
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Mumbai-2 |
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Complaint Officer |
2 300 3405 |
Supdt.(D) |
3rd Floor, New |
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D Ward |
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2 302 6822 |
Bldg, Tardeo |
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Mumbai-8 |
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Complaint Officer |
2 302 6786 |
AE(E) |
2rd Floor, New |
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E Ward |
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2 302 6823 |
Bldg, Tardeo |
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Mumbai-8 |
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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 |
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North Zone |
Complaint Fooicer F/N ward |
2 416 0337 |
AE (F/N) 2 416 0337 |
4th floor,New Ancillary Bldg. Wadala Bus Dept. |
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New Connections, Additional Load, |
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Tilak Rd. Extn. Wadala, Mumbai 31 |
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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. |
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Reconnection / Disconnection |
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Tilak Road Dadar, Mumbai 14 |
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Temporary Supply etc. |
Complaint Officer |
2 414 6262 Ext. 522 |
AE (G / N) 2 414 6262 |
2nd floor, Trans.Engg. |
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G/N Ward |
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Ext.514 |
Tilak Rd., Dadar.Bldg. |
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Mumbai 14 |
| 5 |
General Complaints about other |
Fomplaint Officer of resp. Wards |
As abovee |
As above |
As above |
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Departments |
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(For South & North Zones) |
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The complaints of the other |
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departments of BEST . |
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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.
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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 |
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For "No Supply"
Complaints |
2 215 3486 |
2 2154428 |
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South
Zone |
O & M (South) Department |
O & M (South) Department |
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Colaba Offshore, Mum-01 |
Colaba Offshore, Mum-01 |
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Fuse Blown, LT/HT off Supply |
Asst Engr / supdt 2 208 0524 Ext. 742,749 |
Divisional Engineer
Maint.C-South 2 207 3875 |
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O&M (C-S) Department |
O&M(Central South) Dept. |
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Vifyuy Blfh. Pathakwadi, Mum 2 |
Vidyut Bldg, Pathakwadi, Mum 2 |
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For "No Supply"
Complaints |
Asst Engr / Supdt |
Divisional Engineer
Maint.North |
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North
Zone |
2 4146262 Ext. 507 |
2 4121740, 2 4120301 |
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Fuse Blown, LT / HT Off Supply |
O & M (North) Department |
O & M (North) Department |
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Wadala Depot, Mum-31 |
Wadala Depot, Mum-31 |
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Asst Engr / Supdt |
Divisional Engineer
Maint.C-North |
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2 4226334 |
2 4314888 |
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O & M (C-North) Department |
O & M (C-North)
Department |
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Prabhadevi R/S, Opp.Passport
Off. |
Prabhadevi R/S, Opp.Passport
Off. |
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Prabhadevi, Mum-25 |
Prabhadevi, Mum-25 |
| 2 |
For Supply
Related Complaints |
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South
Zone |
Supdt. (IP) Commercial (South) |
Divisional Engineer Commercial (South) |
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Burnt Meter,Shock, |
2 285 6262 |
2 284 1071, 2 285 6262 Ext. 511 |
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Fire,Building Collapse,Water |
Ext. 514 |
1st floor, Electric House Colaba |
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Falling on Service Position |
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Mumbai 01 |
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Voltage Fluctitations etc. |
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North
Zone |
A.E (IF) Commercial (North) |
Divisional Engineer |
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Burnt
Meter,Shock, |
2 414 6262 Ext. 514 |
Commercial (North) |
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Fire,Building Collapse,Water |
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2 412 0238, 2 414 6262 Ext. 511 |
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Falling on Service Position |
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2nd floor, Transpostation Engg. Bldg. |
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Voltage Fluctitations etc. |
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Tilak Road, Dadar 14 |
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