KERC/17/DDD/1253/2024-25/961
BEFORE THE KARNATAKA ELECTRICITY REGULATORY COMMISSION
BENGALURU
Order Dated: 19.11.2024
Present:
Sri P. Ravi Kumar - Chairman
Sri H.K.Jagadeesh - Member (Legal)
Sri Jawaid Akhtar - Member
In the matter of: Creation of additional CGRFs at corporate level to form 2-tier CGRF
with a view to make it convenient for consumers to get their
grievances redressed expeditiously.
Preamble:
The Commission has been receiving proposals from the ESCOMs seeking approval
for creation of additional CGRFs at corporate level providing for 2-tier system of
complaint redressal for the consumers to get their grievances redressed
expeditiously. Further, it is stated that the Energy Department, GoK has directed the
ESCOMs to establish additional CGRF at the Corporate level with digital interface
and auto escalation of complaints if not resolved at the district level.
In this regard, the Commission notes that the Clause 3.1 of the KERC (Consumer
Grievance Redressal Forum and Ombudsman) (Second Amendment) Regulations,
2013 notified vide Notification No: KERC/D/37/13, dated 10.05.2024, provides for
establishment of CGRFs in every Revenue District. Accordingly, the ESCOMs have
established the CGRFs in their jurisdictions.
Further, as per the Electricity (Rights of Consumers) Rules, 2020 issued by MoP, GoI, it
is prescribed that the distribution Licensee shall establish CGRF at different levels to
cater to the needs of the sub-division, division, circle, zone, company level.
The Commission is of the view that establishing of an additional CGRF at the
Corporate Office will provide an option to the consumers to approach the second
level CGRF at the Corporate level if the grievance is not addressed at the district
level Forum. Thus, the Commission, duly invoking the provision contained under the
clause 14 of the KERC (Consumer Grievance Redressal Forum and Ombudsman)
Regulations, 2004, for removal of difficulties, hereby decides to allow the Distribution
Licensees to establish additional CGRF in their Corporate office. Hence, the following
order:
ORDER
i) The Commission hereby orders that every Distribution Licensee in addition to
existing district level Forums, shall establish a Forum called “Consumer
Grievance Redressal Forum at corporate level”.
ii) The Forum at corporate level shall consist of a chairperson and four members.
The chairperson shall be an officer of the Licensee not below the rank of a
Chief Engineer, one member shall be an officer of the Licensee not below
the rank of Superintending Engineer, one member representing prosumer
and one more member shall be nominated by the Commission from among
persons who have experience or knowledge of Electricity sector/ Consumer
affairs/Law.
iii) The Distribution Licensee shall facilitate/create digital interface and auto
escalation of the complaints to Consumer Grievance Redressal Forum at
corporate level, if the grievances are not resolved at the district level CGRF.
The grievance if unresolved at the district level CGRF shall be escalated to
the CGRF at corporate level, on the date of exercising such an option by the
complainant. The CGRF at corporate level shall resolve such grievances
within a maximum period of thirty (30) days. Thereafter, the complainant if
aggrieved, may appeal before the Electricity Ombudsman in accordance
with the above Regulations.
iv) All other conditions specified in the above Regulations are applicable to the
Forum at corporate level.
v) The office is directed to propose necessary amendments to the KERC
(Consumer Grievance Redressal Forum and Ombudsman) Regulations, 2004,
accordingly duly following the procedure.
This Order is signed and issued by the Karnataka Electricity Regulatory Commission
at Bengaluru, this day, the19th day of November 2024.
Sd/- Sd/- Sd/-
Sri. P. Ravi Kumar Sri. H.K. Jagadeesh Sri. Jawaid Akhtar
Chairman Member Member
