(APPROVED BY OERC)

1. This "Complaint Handling Procedure relating to Distribution Activity” (Complaint Handling Procedure, for short) is adopted by the CESUin pursuance of condition 19.2(b) of the Licence Conditions issued to the deemed Distribution Licensees vide Commission’s order dt.27.10.2006 in Case No.21 of 2006 and approved by Orissa Electricity Regulatory Commission vide it's letter No.OERC/Engg/25/2006/2239     dt. 13.12.2007.

2. Nature of Complaints

      The Consumer Complaints are categorised under nine heads as below:

1. Voltage Complaints
2. Interruption/failure of power supply
3. Scheduled shut-downs
4. Problems in metering
5. Billing disputes
6. Disconnection and reconnection of power supply
7. Delay in providing new connection
8. Transfer of ownership and conversion of service
9. Any other

3. Time Limit

A summary of time limits for rendering service to consumers in categories of complaint 1 to 9 are as follows:

4.     Procedure

4.1   Registration of Complaint

All complaints shall be registered in the Complaint Register at every fuse call centre as in Proforma at Annexure-1. Annual inspection of the same may be carried out by the Commission to verify that the above are maintained. In case of written complaints receipt should be issued as per proforma for registration. Any consumer can inspect the Complaint Register

4.2 Interactive Voice Recording Statement (IVRS)

With regard to lodging of complaints in Fuse Call Centres mechanism may be installed for automatic registration for eg. through Interactive Voice Recording Statement (IVRS).

4.3 Complaint Tracking System

 A complaint number should be provided and the consumer should be able to track the status of his complaint under that reference. Later on complaint tracking can be done through the website by further upgrading the system.

4.4  Call Centre

Call Centre with Customer Relations Management software for utilities may be adopted by the CESUas a long term solution.   

4. 5 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 CESUshall 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 120 days/180days for 11 kV or 33 kV system due to deficiency in the system requiring upgradation of distribution lines, transformers or installation of capacitors. If it is beyond its control (i.e, due to transmission system) the CESUshall intimate the consumer of such reason within 7 days. Complaint to next higher level is to be made in Annexure-V format.

4.6  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.

With regard to lodging of complaints in Fuse Call Centres mechanism may be installed for automatic registration for eg. through Interactive Voice Recording Statement as practiced by BSNL. A complaint number should be provided and consumer should be able to track status of his complaint under that reference. Later on complaint tracking can be done through the website by further upgrading the system. In case of written complaints receipt should be issued as per proforma for registration.

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 the time prescribed at item-2 of Clause 3 above. 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. Complaint to next higher level is to be made in Annexure-V format.

4.7  Scheduled shutdown / Load shedding

In case of frequent load shedding or scheduled shutdown (excluding statutory power cuts), more than 12 hrs. on any day, 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. Complaint to next higher level is to be made in Annexure-V format.

4.8  Metering problems

On noticing improper functioning of the energy meter, consumer may lodge a complaint with the SDO of the area for 1 phase and Executive Engineer of the area for 3 phase in the format at Annexure- III in duplicate. The office of the SDO/Executive Engineer shall acknowledge the receipt of the complaint. Prescribed time limits for compliance are as per item 2 of Clause 3 above.

            Complaint to the next higher level is to be made in Annexure-V format.

4.9  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. In the event of dispute in the billed amount, the consumer may lodge a complaint before the designated officer and pay average of last 6 months consumption or billed amount whichever is less within the due date pending settlement of the dispute. The CESUshall resolve the dispute and communicate its decision with reasons to the consumers within a maximum period of 1 month, 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 7 days in case of domestic and commercial consumers and 15 days in all other cases, he may approach the next higher level (Col.4) indicated in the said table.

Table - 1

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.

4.10  Disconnection and reconnection of power supply

The consumer may lodge the complaint in respect of disconnection and reconnection of power supply with the officers mentioned in column 2 of the Table-2. The complaint may be made by him or his authorized representative in duplicate in the format given at Annexure-II. Receipt of the complaint shall be acknowledged by the CESUand the complaint shall be resolved within 4 working hours of receipt of the proof of payment.

Table - 2

Complaint to the next higher level is to be made in Annexure-V format.

 4.11  New Connections

When the consumer does not get proper response within the time limit prescribed in the Orissa Electricity Regulatory Commission Distribution (Condition of Supply) Code, 2004 as enumerated at item 7 of clause-3, he may lodge a complaint with the official mentioned at column 3 of Table-3. If he does not get adequate response from the said officer within seven working days, he may contact the next higher officer mentioned at column 4 of Table-3. His complaint should be lodged in writing in the proforma at Annexure-IV.

Table - 3

Complaint to the next higher level is to be made in Annexure-V format.

4.12    Transfer of ownership and conversion of services

When the consumer does get proper response within the time limit prescribed in the OERC Distribution (Conditions of Supply) Code, 2004, he may lodge a complaint with the official mentioned at Col.3 of Table-4 below. If he does not get adequate response from the said officer within 7 working days he may contact the next higher officer mentioned at Col.4 of Table-4. His complaint should be lodged in writing in the proforma at Annexure-IV.

Table - 4

            Complaint to the next higher level is to be made in Annexure-V format.

4.13     Any other complaint

            For any other complaint, the consumer may approach the Executive Engineer of the area in writing with acknowledgment due. The Executive Engineer shall resolve the complaint within a reasonable time complying to the statutory requirements.  If the consumer is aggrieved by the action/lack of action of the Executive Engineer, he may lodge complaint in writing with acknowledgment due before the Superintending Engineer of the area, who shall resolve the complaint within a reasonable time complying to the statutory requirements.

5.         Complaint before the Grievance Redressal Forum (GRF)

A complainant aggrieved by any action or lack of action by the Engineer under the OERC Distribution (Conditions of Supply) Code, 2004/OERC (Licensee’s Standards of Performance) Regulations, 2004/the provisions of this Complaint Handling Procedure, may file a complaint before the concerned GRF for redressal of his grievances after expiry of 15 days from the time limit fixed by the licensee. The said complaint shall be in writing and the GRF may not insist any format for such filing. At present, the GRFs are working in the following areas with the area of jurisdiction as detailed below:

Table -5

*  The licensee should incorporate the details of the GRF in its area at Table 5 above.

The GRF shall decide the complaint expeditiously and shall communicate its decision to the Complainant within a period not exceeding 45 days of receipt of the complaint.

6.   Complaint before the Ombudsman

Any consumer aggrieved by the non-redressal of the grievance by the Forum, may make a representation to the Ombudsman within 30 days from the date of the decision of the Forum or within 30 days from the date of expiry of the period within which the Forum was required to take decision and communicate the same to the complainant.

Provided that the Ombudsman may entertain consumer representations, after expiry of the said period of thirty days if the Ombudsman is satisfied that there was sufficient cause for not filing it within that period.

7.   Compliance to GRF & Ombudsman’s direction

The Engineer/field office of the CESUshall duly comply to the directions/orders of the GRF & Ombudsman.

8.   Weekly Grievances Day

All field officials of the CESUshall observe a weekly grievances day with prior notification in public media, on which the consumer grievances will be heard and disposed of.

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Annexure-I

PROFORMA FOR LODGING COMPLAINT
FOR LOW VOLTAGE / INTERRUPTION / FAILURE OF POWER SUPPLY

Consumer No......

Complaint Ref. No......
(To be given by the Licensee)

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

SIGNATURE OF THE COMPLAINANT.

- - - - - Tear at this line - - - - -

ACKNOWLEDGEMENT TO BE FILLED BY THE CESUAND HANDED OVER TO THE CONSUMER

Date:............

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

SIGNATURE OF AUTHORISED OFFICER
Designation :
Seal

(For further assistance quote your complaint reference number)

Annexure-II

PROFORMA FOR LODGING COMPLAINT ON BILLS, DISCONNECTION AND RECONNECTION OF POWER SUPPLY

Part - A

CESUCopy

Please complete Part - A and C of this form and hand it over to the Sub-Divisional Officer who will give your complaint a reference no. and a target date for resolving the complaint before signing and returning Part-C to you.

Complaint Reference No.:_______(To be given by Licensee) Date_____

Consumer No. ___________ Consumer Name & Address_______________

Details of complaint ___________________________________

Consumer Signature___________________________________

Date of complaint received______________________________

Target date to resolve__________________________________

Part - B

For Licensee's Use Only

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

Signature
SDO(C)

Part - C

Consumer Copy

Complaint Reference No._____(to be given by the Licensee) Date ______

Consumer Number________________ Consumer  Name________________

Address______________________________________________________

Details of complaint______________________________________________________

Date complaint received _______________ Target date to resolve ______

Complaint received by ________________SDO(C)

SIGNATURE OF AUTHORISED OFFICER

Designation:
Seal:

(For further assistance quote your complaint reference number)

Annexure-III

PROFORMA FOR LODGING COMPLAINT ON METERING OF POWER SUPPLY

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

(Signature of the Complainant)

- - - - - - - - - - - - - -Tear at this line - - - - - - - - - - - - - -

ACKNOWLEDGEMENT TO BE FILLED BY CESUAND
HANDED OVER TO THE CONSUMER

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 the complaint

6.     Target date to resolve

SIGNATURE OF AUTHORISED OFFICER
Designation :
Seal

(For further assistance quote your complaint reference number):

Annexure-IV

FORM FOR COMPLAINT OF NEW CONNECTIONS /TRANSFER OF OWNERSHIP/CONVERSION OF SERVICE

Complaint Ref. No......
(To be given by Licensee)

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/application is given.

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

5.     Details of complaint.

6.     Date of lodging the complaint

SIGNATURE OF APPLICANT.

- - - - - - Tear at this line - - - - - -

ACKNOWLEDGEMENT TO BE FILLED BY CESUAND HANDED OVER TO THE APPLICANT

Date

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

2.     Applicant's Name

3.     Received on date

4.     Complaint received by

5.     Brief detail of the complaint

6.     Target date to resolve

SIGNATURE OF AUTHORISED OFFICER
Designation :
Seal :

(For further assistance quote your complaint reference number)

Annexure-V

PROFORMA FOR LODGING COMPLAINTS TO THE NEXT

DESIGNATED HIGHER AUTHORITY

Consumer No............

Complaint Ref. No......
(To be given by Licensee)

1.     Name and full address of the complainant.

2.     Copies of the previous complaints filed with SDO/EE etc. with copies of the reply received, if any.

3.     Date since which the complaint is pending.

4.     Brief description of the present complaint.

5.     Date of complaint lodged.

SIGNATURE OF APPLICANT

- - - - - Tear at this line - - - - -

ACKNOWLEDGEMENT TO BE FILLED BY CESUAND HANDED OVER TO THE CONSUMER

Date_______

ZONE______________

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

2.     Received on date

3.     Complaint received by

SIGNATURE OF AUTHORISED OFFICER
Designation :
Seal :

(For further assistance quote your complaint reference number)