HIMACHAL PRADESH ELECTRICITY REGULATORY COMMISSION SHIMLA NOTIFICATION No. HPERC-(H)(1)-1/2012 Dated: Shimla, the 23rd Jan.

, 2013

WHEREAS th Himachal Prade h Electricit! Re"#lator! Commi io$ had $oti%ied the Himachal Prade h Electricit! Re"#lator! Commi io$ (&#ideli$e %or E ta'li hme$t o% (or#m %or Redre al o% &rie)a$ce o% Co$ #mer ) Re"#latio$ , 2003 a$d the Himachal Prade h Electricit! Re"#lator! Commi io$ (Electricit! *m'#d ma$) Re"#latio$ , 200+, i$ the Ra,-atra, Himachal Prade h (E.tra-ordi$ar!) dated 2+th *cto'er, 2003 a$d 1/th 0-ril, 200+, re -ecti)el!1 0ND 2HERE0S a%ter comi$" i$to %orce o% the aid re"#latio$ , there ha 'ee$ i"$i%ica$t cha$"e i$ the Di tri'#tio$ Per%orma$ce Sta$dard o% the lice$ ee a$d i$ the co$ #mer "rie)a$ce redre al mecha$i m a$d the recomme$datio$ i$ relatio$ thereto ha)e 'ee$ made '! the (or#m o% Re"#lator ((*R) i$ it Re-ort o$ 3Protectio$ o% Co$ #mer 4$tere t5 6hich ha)e 'ee$ e$dor ed a$d a--ro)ed '! the Ho$7'le 0--ellate 8ri'#$al %or Electricit! %or im-leme$tatio$ )ide it *rder dated 19.+.2010. 0ND 2HERE0S, 6ith a )ie6 to im-li%! the -roce %or re"i tratio$ a$d

re ol#tio$ o% co$ #mer com-lai$t , the Himachal Prade h Electricit! Re"#lator! Commi io$ reco"$i:e the #r"e$c! a$d $eed to re)i e a$d modi%! the e.i ti$" re"#latio$ %ramed '! the Commi io$1 N*2 8HERE(*RE, the Himachal Prade h Electricit! Re"#lator!

Commi io$, i$ e.erci e o% the -o6er co$%erred '! Cla# e (r) a$d ( ) o% #'ectio$ (2) o% ectio$ 1;1, read 6ith #'- ectio$ (9) to (;) o% ectio$ +2, o% the Electricit! 0ct, 2003 (3< o% 2003) a$d all other -o6er e$a'li$" it i$ thi 'ehal% a$d i$ #-er e io$ o% the Himachal Prade h Electricit! Re"#lator! Commi io$ o% the (&#ideli$e %or E ta'li hme$t o% (or#m %or Redre al o% &rie)a$ce

Co$ #mer ) Re"#latio$ , 2003 -#'li hed i$ the Ra,-atra, Himachal Prade h (E.traordi$ar!) dated 2+th *cto'er, 2003 a$d the Himachal Prade h Electricit! Re"#lator! Commi io$ (Electricit! *m'#d ma$) Re"#latio$ , 200+ -#'li hed i$ the

Ra,-atra, Himachal Prade h (E.traordi$ar!) dated 1/ th 0-ril, 200+, here'!, a%ter -re)io# -#'licatio$, ma=e the %ollo6i$" Re"#latio$ -ro)idi$" "#ideli$e to the di tri'#tio$ lice$ ee i$ the State %or e ta'li hi$" (or#m( ) %or redre al o% "rie)a$ce o% co$ #mer a$d %or the a--oi$tme$t o% Electricit! *m'#d ma$ '! the Commi io$ %or ma=i$" re-re e$tatio$ a"ai$ t $o$-redre al o% "rie)a$ce o% co$ #mer a$d the time a$d ma$$er o% ettleme$t o% "rie)a$ce '! the Electricit! *m'#d ma$ a$d %or matter i$cide$tal a$d a$cillar! thereto a$d %#rther to -ro)ide the co$ #mer , i$ their di cretio$, 'e%ore a--roachi$" the Co$ #mer &rie)a$ce Redre al (or#m #$der the e Re"#latio$ , o-tio$ to a--roach the 4$ter$al E.ec#ti)e Di -#te Re ol#tio$ >echa$i m, i% a$!, et #- '! the di tri'#tio$ lice$ ee.

REGULATIONS
THE HIMACHAL PRADESH ELECTRICITY REGULATORY COMMISSION !CONSUMER GRIE"ANCES REDRESSAL FORUM AND OM#UDSMAN$ REGULATIONS, 2013 CHAPTER%I SHORT TITLE, COMMENCEMENT, SCOPE, DEFINITIONS AND INTERPRETATION 1. Sh&'t t(t) , *t nt an+ ,&-- n, - nt. % (1) 8he e Re"#latio$ ma! 'e called the Himachal Prade h Electricit! Re"#lator! Commi io$ (Co$ #mer &rie)a$ce Redre al (or#m a$d *m'#d ma$) Re"#latio$ , 2013. (2) (3) 8he e Re"#latio$ 8he e Re"#latio$ hall e.te$d to the 6hole o% the State o% Himachal Prade h. hall come i$to %orce o$ the date o% their -#'licatio$ i$ the

Ra,-atra, Himachal Prade h. 2. O./ ,t(0 1, S,&2 an+ a22)(,at(&n. % (1) 2itho#t -re,#dice to ri"ht 6hich a co$ #mer ma! ha)e a-art %rom the ri"ht co$%erred #-o$ him #$der ectio$ +2 o% the 0ct, the aid ectio$ +2 re?#ire e)er! di tri'#tio$ lice$ ee to e ta'li h a Co$ #mer &rie)a$ce Redre al (or#m a -er the "#ideli$e o% the State Commi io$ a$d a$! co$ #mer 6ho i a""rie)ed '! $o$-redre al o% hi "rie)a$ce '! the %or#m, ma! ma=e a re-re e$tatio$ %or the redre al o% hi "rie)a$ce to a$ a#thorit! to 'e =$o6$ a *m'#d ma$, to 'e a--oi$ted or de i"$ated '! the State Commi io$, 6ho i to ettle

the "rie)a$ce o% the co$ #mer 6ithi$ #ch time a$d i$ #ch ma$$er a ma! 'e -eci%ied '! the State Commi io$. (2) 8he o',ecti)e o% the e Re"#latio$ i to la! do6$ the "#ideli$e %or etti$" #-

the Co$ #mer &rie)a$ce Redre al (or#m #$der ectio$ (9) o% ectio$ +2 o% the 0ct a$d the time limit 6ithi$ 6hich a$d the ma$$er i$ 6hich the Co$ #mer &rie)a$ce Redre al (or#m a$d the *m'#d ma$, to 'e a--oi$ted #$der #'- ectio$ (<) o% ectio$ +2 o% the 0ct, hall ettle the "rie)a$ce o% the co$ #mer . (3) 8he e Re"#latio$ hall 'e a--lica'le to all the di tri'#tio$ lice$ ee , i$ the

State o% Himachal Prade h, i$ their re -ecti)e area o% #--l!. (+) Nothi$" co$tai$ed i$ the e Re"#latio$ hall, e.-re l! or im-liedl!, re trict

the ri"ht a$d -ri)ile"e o% the co$ #mer a)aila'le to them #$der the 4$ter$al E.ec#ti)e Di -#te Re ol#tio$ >echa$i m (4EDR>) 6ithi$ the di tri'#tio$ lice$ ee a$d a$! co$ #mer, 6ho i $ot ati %ied 6ith the ol#tio$ o%%ered '! the lice$ ee #$der #ch 4$ter$al E.ec#ti)e Di -#te Re ol#tio$ >echa$i m, ma! %ile the re-re e$tatio$ #$der the e Re"#latio$ . 3. D 3(n(t(&n1 .% (1) 4$ the e Re"#latio$ , #$le (a) the co$te.t other6i e re?#ire , -

30ct5 mea$ the Electricit! 0ct, 2003(3< o% 2003)1

(') 30$$e.#re5 mea$ the a$$e.#re to the e Re"#latio$ 1 (c) 3Commi io$5 mea$ the Himachal Prade h Electricit! Re"#lator! Commi io$1 (d) 3com-lai$a$t5 mea$ a$d i$cl#de (i) a$! co$ #mer or co$ #mer i$cl#di$" their le"al heir or #cce or , ha)i$" a "rie)a$ce/com-lai$t a"ai$ t a lice$ ee a$d lod"i$" the ame either directl! or thro#"h their re-re e$tati)e , or (ii) a$! )ol#$tar! co$ #mer a ociatio$ or a ociatio$ , re"i tered #$der the la6 %or the time 'ei$" i$ %orce a$d ma=i$" the com-lai$t i$ the lar"er commo$ or imilar i$tere t o% the co$ #mer , or (iii) a$! -er o$ 6ho e electricit! co$$ectio$ i di co$$ected, or (i)) a$ a--lica$t %or a $e6 co$$ectio$ %or the #--l! o% electricit!1

(e) 3"rie)a$ce5 im-er%ectio$,

mea$ , a$d i$cl#de

a$! com-lai$t, relati$" to a$! %a#lt,

hortcomi$" or i$ade?#ac! i$ the ?#alit!, $at#re a$d ma$$er o%

-er%orma$ce 6hich ha 'ee$ #$derta=e$ to 'e -er%ormed '! a lice$ ee i$ -#r #a$ce o% a lice$ce, co$tract, a"reeme$t or #$der the Electricit! S#--l! Code or i$ relatio$ to the Di tri'#tio$ Per%orma$ce Sta$dard o% the lice$ ee , a -eci%ied '! the Commi io$, a$d i$cl#de 'illi$" di -#te o% a$! $at#re a$d matter related to a%et! o% the di tri'#tio$ ! tem ha)i$" -ote$tial o% e$da$"eri$" li%e or -ro-ert!1 (%) 3(or#m5 mea$ the (or#m %or Redre al o% &rie)a$ce o% Co$ #mer re?#ired to 'e e ta'li hed, '! the di tri'#tio$ lice$ ee, -#r #a$t to #'- ectio$ (9) o% ectio$ +2 o% the 0ct a$d the "#ideli$e co$tai$ed i$ the e Re"#latio$ 1 (") 3lice$ ee5 mea$ a lice$ ee a#thori ed to o-erate a$d mai$tai$ a di tri'#tio$ ! tem %or #--l!i$" electricit! to the co$ #mer i$ hi area o% #--l! a$d i$cl#de a deemed lice$ ee1 (h) 3>em'er5 mea$ the >em'er o% the (or#m a$d i$cl#de the Chair-er o$ o% the (or#m1 (i) 3*m'#d ma$5 mea$ a$ a#thorit! a--oi$ted or de i"$ated '! the Commi io$, #$der #'- ectio$ (<) o% ectio$ +2 o% the 0ct, a$d the e Re"#latio$ , 6ith 6hom a re-re e$tatio$ ma! 'e made '! a$! -er o$, 6ho i di ati %ied '! the redre al or i a""rie)ed '! the $o$-redre al o% hi "rie)a$ce '! the (or#m1 (,)3re-re e$tatio$5 mea$ the re-re e$tatio$ made to the *m'#d ma$ '! a

com-lai$a$t, 6ho i a""rie)ed '! the order o% the (or#m (i$cl#di$" the -artial or %#ll di mi al order), or $o$-redre al o% hi "rie)a$ce '! the (or#m 6ithi$ the -eci%ied time or di ati %actio$ 6ith the order i #ed '! the (or#m or $o$-im-leme$tatio$ o% the (or#m7 order '! the lice$ ee 6ithi$ the -eci%ied time1 (=)3time li$e 5 mea$ the time -eci%ied i$ 0$$e.#re-4 or a$! other -ro)i io$ o% the e Re"#latio$ %or -roce i$" a$! com-lai$t or re-re e$tatio$ made #$der the e Re"#latio$ . (2) 8he other 6ord a$d e.-re io$ # ed a$d $ot de%i$ed i$ the e Re"#latio$ , '#t de%i$ed i$ the 0ct, hall ha)e the mea$i$" re -ecti)el! a i"$ed to them i$ the 0ct.

4. Int '2' tat(&n.% 8he e Re"#latio$

hall 'e co$ tr#ed harmo$io# l! 6ith the

Electricit! S#--l! Code -eci%ied '! the Commi io$ #$der the -ro)i io$ o% cla# e (.), a$d the Di tri'#tio$ Per%orma$ce Sta$dard o% the lice$ ee a$d #$der cla# e (:a,), o% #'- ectio$ (2) o% ectio$ 1;1 o% the 0ct a$d i$ ca e o% a$! i$co$ i te$c! 6ith the e Re"#latio$ , Di tri'#tio$ Per%orma$ce Sta$dard Electricit! S#--l! Code hall -re)ail. CHAPTER%II CONSUMER GRIE"ANCES REDRESSAL FORUM !CGRF$ 5. E1ta.)(1h- nt &3 F&'6- .% (1) E)er! di tri'#tio$ lice$ ee hall, 6ithi$ i. o% the lice$ ee a$d the

mo$th , %rom the "ra$t o% lice$ce, e ta'li h, i$ it area o% #--l!, #$der #'- ectio$ (9) o% ectio$ +2 o% the 0ct, a (or#m %or Redre al o% &rie)a$ce o% the co$ #mer , i$ accorda$ce 6ith the "#ideli$e co$tai$ed i$ the e Re"#latio$ : Pro)ided that the di tri'#tio$ lice$ ee ma!, '! a$ order, a%ter co$ ideri$" %actor #ch a the $#m'er o% re-re e$tatio$ recei)ed, di -o al o% re-re e$tatio$ %or the co$ #mer a$d the "eo"ra-hical 6ithi$ the -eci%ied time limit, ea e o% acce (or#m hall ha)e the ,#ri dictio$ a

area, e ta'li h more tha$ o$e (or#m i$ it area o% #--l! a$d i$ that e)e$t each #ch the di tri'#tio$ lice$ ee, o#t o% it total area o% #--l!, de%i$e the territorial ,#ri dictio$ o% each (or#m i$ #ch order. (2) 4$ order to e$ #re that all "rie)a$ce are di -o ed o% 6ithi$ the -eci%ied time limit the Commi io$ ma!, %rom time to time, direct the lice$ ee to i$crea e the $#m'er o% (or#m . 7. H a+86a't '1 &3 F&'6- .% 8he head o%%ice o% the (or#m hall 'e -re%era'l! at the head?#arter o% the di tri'#tio$ lice$ ee. 8he (or#m ma!, 6ith the o)erall o',ecti)e o% e$ #ri$" that the com-lai$t /"rie)a$ce are heard a$d redre ed 6ithi$ the time limit -eci%ied #$der the e Re"#latio$ , co$d#ct it 'e co$ idered $ece ar! a$d -ro-er '! it. 9. C&n1t(t6t(&n &3 F&'6- an+ a A22&(nt- nt1 &3 (t1 M -. '1. % (1) 8he (or#m hall co$ i t o% three >em'er i$cl#di$" the Chair-er o$, 6ho hall 'e -er o$ o% e.-erie$ce, a'ilit!, i$te"rit! a$d ta$di$", a$d o#t o% them itti$" -re%era'l! at the Re)e$#e Di)i io$al head?#arter or at #ch other -lace , 6ithi$ it area o% ,#ri dictio$, a ma!

(i)

t6o >em'er

hall 'e a--oi$ted '! the di tri'#tio$ lice$ ee o#t o% it

o%%icer , 6ho ha)e more tha$ o$e !ear er)ice le%t %or #-er$$#atio$ a$d o#t o% the e t6o (a) o$e >em'er hall ha)e de"ree i$ electrical e$"i$eeri$" a$d ha)e at lea t 29 !ear e.-erie$ce i$ "e$eratio$, tra$ mi io$, di tri'#tio$ or tradi$" o% electricit! a$d 6ho i $ot 'elo6 the ra$= o% a Chie% E$"i$eer or it e?#i)ale$t1 a$d (') o$e >em'er hall ha)e de"ree i$ e$"i$eeri$" or %i$a$ce or commerce or eco$omic or la6 or ma$a"eme$t a$d 6ho i -re%era'l! $ot 'elo6 the ra$= o% a S#-eri$te$di$" E$"i$eer, or it e?#i)ale$t, 6ith 6or=i$" e.-erie$ce o% at lea t 20 !ear i$ the or"a$i atio$ e$"a"ed i$ "e$eratio$, tra$ mi io$, di tri'#tio$ or tradi$" i$ electricit!1 (ii) o$e 4$de-e$de$t >em'er hall 'e $omi$ated '! the Commi io$, o#t o% the -er o$ @ (a) 6ho are retired o%%icer o% the State &o)er$me$t or o% it A$derta=i$" 6ith a mi$im#m 20 !ear er)ice a$d are %amiliar 6ith the co$ #mer a%%air or re"#lator! a%%air 1 or (') 6ho are re-re e$tati)e o% the re"i tered )ol#$tar! co$ #mer -rotectio$ or"a$i atio$ or N&* or co$ #mer acti)i t 6ith e.-erie$ce o% at lea t %i)e !ear i$ deali$" 6ith the matter co$cer$i$" 3co$ #mer "rie)a$ce 51 a$d #ch a >em'er hall 'e elected thro#"h

ad)erti eme$t i$ the $e6 -a-er a$d di -la! o$ the 6e' ite o% the Commi io$: Pro)ided that a -er o$ to 'e $omi$ated a 4$de-e$de$t >em'er o% the (or#m hall $ot ha)e 'ee$ i$ the em-lo!me$t i$ a$! ca-acit! #$der, or a"e$c! o%, the lice$ ee1 %or a mi$im#m -eriod o% o$e !ear -rior to hi 'ei$" $omi$ated a the 4$de-e$de$t >em'er o% the (or#m. (2) No -er o$ hall 'e a--oi$ted a$d/or 'e e$titled to co$ti$#e a a >em'er i% he6

(i) (ii) (iii) (i)) ()) ()i) (3)

ha 'ee$ ad,#d"ed a a$ i$ ol)e$t1 ha 'ee$ co$)icted o% a$ o%%e$ce 6hich, i$ the o-i$io$ o% the lice$ ee, i$)ol)e moral t#r-it#de1 ha 'ecome -h! icall! or me$tall! i$ca-a'le o% acti$" a a >em'er1 ha ac?#ired #ch %i$a$cial or other i$tere t a i li=el! to a%%ect -re,#diciall! hi %#$ctio$ a a >em'er1 ha o a'# ed hi -o itio$ a to re$der hi co$ti$#a$ce i$ o%%ice -re,#dicial to -#'lic i$tere t1 or ha 'ee$ "#ilt! o% -ro)e$ mi 'eha)io#r. #ch

8he lice$ ee hall immediatel! a%ter the a--oi$tme$t o% the >em'er (other

tha$ the 4$de-e$de$t >em'er) '#t $ot later tha$ e)e$ da! a%ter the a--oi$tme$t, -ro)ide detail to the Commi io$ re"ardi$" ?#ali%icatio$ a$d e.-erie$ce o% the Chair-er o$ or other >em'er, a the ca e ma! 'e. :. R -&0a) &3 M -. ' .% (1)0$ e.i ti$" >em'er hall 'e lia'le to 'e remo)ed %rom hi o%%ice %orth6ith o$ a$! o% the "ro#$d me$tio$ed i$ #'- re"#latio$ (2) o% re"#latio$ B. (2) No >em'er hall 'e remo)ed %rom hi o%%ice o$ a$! "ro#$d -eci%ied i$ #'re"#latio$ (2) o% re"#latio$ B, #$le the lice$ ee ha held a$ i$de-e$de$t i$?#ir! i$ accorda$ce 6ith #ch -roced#re a 'e directed '! the Commi io$: Pro)ided %#rther that the 4$de-e$de$t >em'er, $omi$ated '! the Commi io$ #$der cla# e(ii) o% #'-re"#latio$ (1) o% re"#latio$ B, hall 'e remo)ed %rom hi o%%ice o$l! a%ter the -rior a--ro)al o% the Commi io$. ;. P' 1(+(n< O33(, ' &3 th F&'6- .% (1) 8he >em'er o% the (or#m a--oi$ted, '! the lice$ ee, #$der #'-cla# e(a) o% cla# e (i) o% #'-re"#latio$ (1) o% re"#latio$ B, hall 'e the Chair-er o$ o% the (or#m. (2) 8he Chair-er o$ hall ha)e the "e$eral -o6er o% #-eri$te$de$ce a$d co$trol o)er the (or#m. (3) 4$ ca e the Chair-er o$ o% the (or#m i #$a'le to di char"e the %#$ctio$ o6i$" to hi a' e$ce, ill$e or a$! other ca# e, the >em'er a--oi$ted #$der #'-cla# e(') o% cla# e(i) o% #'-re"#latio$ (1) o% re"#latio$ B, hall di char"e the %#$ctio$ o% the Chair-er o$, #$til the da! 6he$ the Chair-er o$ a #me hi o%%ice.

10. T n6' &3 M -. '1 .% ordi$aril! hold o%%ice a three !ear :

(1)

E)er! >em'er to 'e a--oi$ted '! the lice$ ee

#$der Cla# e (i) o% #'-re"#latio$ (1) o% re"#latio$ B, hall 'e a--oi$ted, a$d hall #ch, %or a -eriod mi$im#m o% o$e !ear, '#t $ot e.ceedi$"

Pro)ided that $o >em'er, other tha$ the 4$de-e$de$t $omi$ated >em'er o% the (or#m, hall hold o%%ice a (2) #ch, a%ter he cea e to 'e the o%%icer o% the lice$ ee1

8he 4$de-e$de$t >em'er, $omi$ated '! the Commi io$, #$der Cla# e (ii) o% #ch %or a -eriod o% three !ear : #ch, Pro)ided that $o 4$de-e$de$t >em'er o% the (or#m hall hold o%%ice a

#'-re"#latio$ (1) o% re"#latio$-B hall hold o%%ice a a%ter he attai$ the a"e o% i.t! %i)e !ear . 11. "&t(n< an+ ,&n1 n161 .% 86o >em'er

hall %orm the ?#or#m %or the (or#m7

meeti$" a$d -roceedi$" 'e%ore the (or#m a$d each >em'er hall ha)e o$e )ote. 4$ ca e o% e?#alit! o% )ote o$ a$! i #e, the Chair-er o$ or i$ hi a' e$ce the -er o$ -re idi$" hall ha)e the eco$d or ca ti$" )ote. 12. "a,an,( 1 .% (1) 8he lice$ ee hall e$ #re that the -o t o% a >em'er i $ot =e-t )aca$t %or the -eriod o% more tha$ 30 da! : Pro)ided that i$ ca e the lice$ ee i #$a'le to %ill the )aca$t -o t 6ithi$ a -eriod o% 30 da! , the Commi io$ ma!, at the re?#e t o% the lice$ ee, "ra$t #ch additio$al time, a it deem %it, to the lice$ ee %or the -#r-o e o% %illi$" #- o% #ch )aca$c!. (2) No act or -roceedi$" o% the (or#m hall 'e deemed to 'e i$)alid '! rea o$ o% a$! de%ect i$ the co$ tit#tio$ o% the (or#m or '! rea o$ o% the e.i te$ce o% a )aca$c! amo$" t it >em'er . 13. R -6n 'at(&n an+ &th ' *2 n1 1. % (1) 8he alar! or ho$orari#m, 80/D0 a$d other allo6a$ce -a!a'le to, a$d term a$d co$ditio$ o% er)ice o% -

(a) the >em'er a--oi$ted '! the lice$ ee #$der cla# e (i) o% #'re"#latio$ (1) o% re"#latio$ B1 hall 'e "o)er$ed '! the term a$d co$ditio$ o% their em-lo!me$t 6ith #ch a lice$ ee a$d hall co$ti$#e to dra6 the ame alar! a the! are e$titled to a re"#lar em-lo!ee o% the lice$ ee1 a$d
8

(') the 4$de-e$de$t >em'er $omi$ated '! the Commi io$ #$der cla# e(ii) o% #'- re"#latio$ (1) o% re"#latio$ B1 hall 'e #ch a ma! 'e determi$ed '! the Commi io$. (2) 8he alar!, allo6a$ce a$d other term a$d co$ditio$ o% er)ice o% the

>em'er hall $ot 'e )aried to hi di ad)a$ta"e a%ter hi a--oi$tme$t. 14. S ,' ta'(at .% the lice$ ee. (2) *#t o% #ch ta%% o$e -er o$, $ot 'elo6 the ra$= o% the Sectio$ *%%icer or it (1) 8he o%%ice, ta%% a$d other %acilitie re?#ired '! the

>em'er o% the (or#m, %or e%%icie$t %#$ctio$i$" o% the (or#m hall 'e -ro)ided '!

e?#i)ale$t, hall 'e de i"$ated a the %#ll time Secretar! o% the (or#m. (3) 8he e.-e$ e o% the (or#m, i$cl#di$" all alarie , ho$orari#m a$d allo6a$ce ta%%, hall 'e allo6ed a -a thro#"h e.-e$ e i$ the

-a!a'le to the >em'er a$d it

0$$#al Re)e$#e Re?#ireme$t o% the lice$ ee. 15. Pa't(,6)a'1 &3 th F&'6- t& =(+ )> 26.)(1h +.% 8he $ame, locatio$, e-mail

addre , tele-ho$e a$d %a. $#m'er o% the (or#m, hall 'e 6idel! -#'li hed thro#"h $e6 -a-er a$d di -la!ed o$ the 6e' ite a$d all the o%%ice o% the lice$ ee a$d the Commi io$, a$d hall 'e i$timated to the co$ #mer thro#"h electricit! 'ill . 8he e -artic#lar hall al o 'e -#'lici:ed thro#"h electro$ic media. CHAPTER%III RIGHT TO APPROACH THE FORUM 17. R(<ht t& a22'&a,h th F&'6- .% (1) 8he Com-lai$a$t hall, i$ re -ect o%

matter %alli$" #$der the ,#ri dictio$ o% the (or#m, ha)e the ri"ht to a--roach the (or#m directl!, 6itho#t e.ha# ti$" a$! other remed! a)aila'le to him thro#"h a$! 4$ter$al E.ec#ti)e Di -#te Redre al >echa$i m other tha$ the (or#m e ta'li hed #$der the e Re"#latio$ e.i ti$" 6ithi$ the lice$ ee1 (2) 8he Com-lai$a$t ca$ al o a--roach the (or#m i$ the %ollo6i$" e)e$t :(i) i% the lice$ ee %ail to re"i ter a "rie)a$ce/com-lai$t1 or

(ii) i% the lice$ ee %ail to re ol)e a "rie)a$ce/com-lai$t i$ accorda$ce 6ith the Di tri'#tio$ Per%orma$ce Sta$dard -eci%ied '! the Commi io$1 or

(iii) i% the co$ #mer/com-lai$a$t i $ot ati %ied 6ith the redre al o% hi "rie)a$ce/com-lai$t '! the lice$ ee. CHAPTER%I" PROCESS FOR GRIE"ANCES SU#MISSION AND REDRESSAL OF

19. S6.-(11(&n &3 <'( 0an, 1 .- (1) 8he Com-lai$a$t ca$ #'mit hi "rie)a$ce either
i$ -er o$ or thro#"h -o t, e-mail or %a. "i)i$" the -artic#lar o% hi "rie)a$ce a i$ 0NNECARE @ 44: -eci%ied

Pro)ided that the (or#m hall ta=e co"$i:a$ce o% a$! "rie)a$ce #'mitted 'a ed o$ the merit o% the ca e a$d 6ill $ot re,ect a$! "rie)a$ce %or the ole rea o$ o% it $ot ha)i$" 'ee$ #'mitted i$ the -eci%ied %ormat.
(2) 8he Com-lai$a$t ma! al o #'mit hi "rie)a$ce at the $eare t Do$al, *-eratio$ Circle or Di)i io$ head?#arter o% the lice$ ee or at the other Com-lai$t-Recei)i$" Ce$tre , et #- '! the lice$ ee. (3) 0ll #ch Com-lai$t-Recei)i$" Ce$tre hall acce-t the "rie)a$ce %rom com-lai$a$t alo$" 6ith other %alli$" 6ithi$ the ,#ri dictio$ o% the (or#m a$d the "rie)a$ce $e.t 6or=i$" da!.

#--orti$" doc#me$t , o recei)ed, hall 'e %or6arded to the rele)a$t (or#m 6ithi$ the

(+) 8he Com-lai$a$t hall 'e i #ed ac=$o6led"eme$t o% the recei-t o% "rie)a$ce '! the Com-lai$t Recei)i$" Ce$tre: Pro)ided that i$ ca e o% recei-t o% "rie)a$ce(a) i$ -er o$, the ac=$o6led"eme$t hall 'e i #ed immediatel!1 (') '! -o t, e-mail or %a., the ac=$o6led"eme$t hall 'e de -atched late t '! the $e.t 6or=i$" da!: Pro)ided %#rther that i$ ca e o% recei-t o% "rie)a$ce i$ the Com-lai$t Recei)i$" Ce$tre, the co$tact detail o% the a--ro-riate (or#m hall 'e #--lied alo$"6ith the ac=$o6led"eme$t '! the $e.t 6or=i$" da!. (9) 8he lice$ ee hall de i"$ate o$e o% it o%%icer a a $odal o%%icer at the head?#arter to mo$itor a$d e$ #re that all Com-lai$t Recei)i$" Ce$tre %or6ard the com-lai$t recei)ed '! them a -er time li$e -eci%ied #$der the e Re"#latio$ .
10

(<) *$ recei-t o% com-lai$t made #$der #'-re"#latio$(1) o% thi re"#latio$, the (or#m ma!, '! order #$der i$timatio$ to the Com-lai$a$t, allo6 the com-lai$t to 'e -roceeded 6ith or re,ected: Pro)ided that $o "rie)a$ce hall 'e re,ected, #$le ha 'ee$ "i)e$ a$ o--ort#$it! o% 'ei$" heard. (B) 2here a com-lai$t i allo6ed to 'e -roceeded 6ith #$der #'-re"#latio$(<), the (or#m ma! -roceed 6ith the com-lai$t i$ the ma$$er -ro)ided #$der the e Re"#latio$ . 1:. P'(&'(t(?at(&n &3 ,&-2)a(nt1 .% 0 %ar a i -o i'le a$d -ractical, the "rie)a$ce hall 'e -rioriti:ed %or redre al 'a ed o$ the %ollo6i$" -riorit! order :(1) $o$- #--l! (2) co$$ectio$/di co$$ectio$ o% #--l! (3) meter-related i #e (+) 'illi$"-related i #e (9) other i #e : Pro)ided that it ho#ld 'e e$ #red that all "rie)a$ce are di -o ed o% 6ithi$ the time li$e -eci%ied #$der the e Re"#latio$ . 1;. L(-(tat(&n1@ 2' %,&n+(t(&n1 3&' 16.-(11(&n &3 <'( 0an, . % 8he (or#m ma! re,ect the "rie)a$ce at a$! ta"e #$der a$! or more o% the %ollo6i$" circ#m ta$ce :(a) i$ ca e 6here -roceedi$" i$ re -ect o% the ame matter a$d 'et6ee$ the ame Com-lai$a$t a$d the lice$ ee are -e$di$" 'e%ore a$! co#rt, tri'#$al, ar'itrator or a$! other a#thorit!, or a decree or a6ard or a %i$al order ha alread! 'ee$ -a ed '! a$! #ch co#rt, tri'#$al, ar'itrator or a#thorit!1 (') i$ ca e 6hich %all #$der ectio$ 12<, 12B, 139 to 13/, 192, a$d 1<1 o% the 0ct1 (c) i$ ca e 6here the "rie)a$ce ha 'ee$ #'mitted t6o !ear a%ter the date o$ 6hich the ca# e o% actio$ ha ari e$1 a$d (d) i$ the ca e o% "rie)a$ce 6hich are (i) %ri)olo# , )e.atio# , mala%ide1 (ii) 6itho#t a$! #%%icie$t ca# e1 or (iii) 6here there i $o -rima %acie lo a ociatio$ or "ro#- o% co$ #mer . or dama"e or i$co$)e$ie$ce ca# ed to the Com-lai$a$t or the co$ #mer 6ho are re-re e$ted '! a$ the Com-lai$a$t

11

20. P'&, 11. % (1) 8he (or#m hall %or6ard a co-! o% the "rie)a$ce to the o%%icer de i"$ated '! the lice$ ee a#thori ed to acce-t the er)ice o% $otice , a$d to a--ear a$d de%e$d o$ it 'ehal% a$d 6here $o #ch o%%icer i de i"$ated '! the lice$ ee, to the co$cer$ed o%%icer o% the lice$ ee or the em-lo!ee / em-lo!ee / de-artme$t $amed i$ the "rie)a$ce. (2) 8he de i"$ated o%%icer or the co$cer$ed o%%icer, a the ca e ma! 'e, o% the lice$ ee hall %#r$i h -ara-6i e comme$t to the (or#m o$ the "rie)a$ce 6ithi$ the time li$e -eci%ied i$ 0$$e.#re-4, %aili$" 6hich the (or#m hall -roceed o$ the 'a i o% the material a)aila'le o$ record. (3) 8he (or#m ma! call %or a$! record %rom the lice$ ee or %rom the Com-lai$a$t a i rele)a$t %or e.ami$atio$ a$d di -o al o% the "rie)a$ce, a$d 'oth the -artie hall 'e #$der o'li"atio$ to -ro)ide #ch i$%ormatio$, doc#me$t or record a the (or#m ma! call %or a$d 6here a -art! %ail to %#r$i h #ch i$%ormatio$, doc#me$t or record a$d the (or#m i ati %ied that the -art! i$ -o e io$ o% the record i 6ithholdi$" it deli'eratel!, it ma! dra6 a$ ad)er e i$%ere$ce i$ relatio$ thereto. 21. In12 ,t(&n. % !1) 8he (or#m ma! direct the lice$ ee to #$derta=e a$ i$ -ectio$ or e$"a"e a third -art! to #$derta=e #ch i$ -ectio$ 6ith re"ard to the "rie)a$ce, a ma! 'e re?#ired %or e.-editio# redre al o% the "rie)a$ce or it ma! i$ -ecial circ#m ta$ce o% a ca e a$d recordi$" rea o$ there%ore a$d at the i$ ta$ce a$d re?#e t o% the Com-lai$a$t, e$"a"e a third -art! (other tha$ the lice$ ee) to #$derta=e i$ -ectio$ a$d o'tai$ a$ i$de-e$de$t re-ort. (2) 8he e.-e$ e o% #ch third--art! i$ -ectio$, e.ce-t e.-e$ e o% i$ -ectio$ at the re?#e t o% the Com-lai$a$t, hall 'e 'or$e '! the lice$ ee, a$d to the e.te$t rea o$a'le a$d ,# ti%ia'le, #ch e.-e$ e Commi io$: Pro)ided that i% i$ -ectio$ i ta=e$ #- at the re?#e t o% the Com-lai$a$t, the e.-e$ e hall 'e de-o ited i$ ad)a$ce '! him, 6hich ma! or ma! $ot 'e re%#$ded '! the (or#m de-e$di$" o$ 6hether the "rie)a$ce i %o#$d to 'e o% #' ta$ce or $ot. 22. P'&-&t(&n &3 1 tt) - nt .> ,&n,()(at(&n.% 8he (or#m ma! i$ a--ro-riate ca e call the de i"$ated o%%icer or the co$cer$ed o%%icer o% the lice$ ee, a the ca e ma! 'e, %or $e"otiatio$ i$ order to ee= redre al o% the "rie)a$ce %iled 'e%ore it a$d i% the matter i ettled thro#"h $e"otiatio$ , it ma! 'e recorded a a deci io$ a$d co$)e!ed to the Com-lai$a$t a$d the lice$ ee '! the order o% the (or#m. hall 'e allo6ed a -a thro#"h e.-e$ e i$ o% the the determi$atio$ o% tari%% i$ accorda$ce 6ith the rele)a$t Re"#latio$

12

23. H a'(n< &3 ' 2' 1 ntat(&n1.% (1) 2here the (or#m come to the co$cl# io$ that the Com-lai$a$t a$d the de i"$ated o%%icer or the co$cer$ed o%%icer o% the lice$ ee, a the ca e ma! 'e, are re?#ired to 'e heard %or redre al o% a "rie)a$ce, the (or#m hall call the Com-lai$a$t a$d the de i"$ated o%%icer or the co$cer$ed o%%icer, a the ca e ma! 'e, 6ith the detail o% the ca e a$d doc#me$t , i% a$!, a ma! 'e $ece ar!. (2) 2here the com-lai$a$t or the lice$ ee or hi re-re e$tati)e i #$a'le to a--ear 'e%ore the (or#m o$ the date %i.ed %or heari$" o$ more tha$ t6o occa io$ co$ ec#ti)el! the (or#m ma!, %or rea o$ to 'e recorded i$ 6riti$", di -e$ e 6ith the -re e$ce o% #ch -er o$ a$d ma! decide the "rie)a$ce e.--arte. (3) No ad,o#r$me$t hall ordi$aril! 'e "ra$ted '! the (or#m, #$le i (+) the (or#m. 8he (or#m ma! ma=e a$ order a to the co t, occa io$ed '! the ad,o#r$me$t, to 'e -aid '! the de%a#lti$" -art! to the $o$ de%a#lti$" -art! a$d/or to the (or#m. 24. A22 a'an, th'&6<h an A+0&,at .% 0 com-lai$a$t, di tri'#tio$ lice$ ee or a$! other -er o$ 6ho i a -art! to a$! -roceedi$" 'e%ore the (or#m ma! either a--ear i$ -er o$ or a#thori e a$! -er o$, other tha$ a$ 0d)ocate (6ithi$ the mea$i$" o% the 0d)ocate 0ct, 1/<1), to -re e$t hi ca e 'e%ore the (or#m a$d to do all or a$! o% the act %or the -#r-o e. 25. Int '(- O'+ '. % A-o$ re?#e t o% the com-lai$a$t, the (or#m ma! i #e #ch i$terim order -e$di$" %i$al di -o al o% the "rie)a$ce a it ma! co$ ider $ece ar!: Pro)ided that the (or#m hall ha)e the -o6er to -a com-lai$a$t ati %ie #ch a$ i$terim order i$ a$! -roceedi$", heari$" or matter 'e%ore it, a it ma! co$ ider a--ro-riate i% the the (or#m that -rima %acie, the di tri'#tio$ lice$ ee ha threate$ed or i li=el! to remo)e or di co$$ect the electricit! co$$ectio$, a$d ha or i li=el! to co$tra)e$e a$! o% the -ro)i io$ o% the 0ct or a$! r#le a$d re"#latio$ made there#$der or a$! order o% the Commi io$, -ro)ided that the (or#m ha ,#ri dictio$ o$ #ch matter : Pro)ided %#rther that, e.ce-t 6here it a--ear that the o',ect o% -a i$" the i$terim order 6o#ld 'e de%eated '! dela!, $o #ch i$terim order hall 'e -a ed #$le the o--o ite -art! ha 'ee$ "i)e$ a$ o--ort#$it! o% 'ei$" heard a$d a$ amo#$t e?#al to E rd o% the di -#ted amo#$t i de-o ited i$ ca h 6ith the lice$ ee a$d doc#me$tar! e)ide$ce o% #ch de-o it ha 'ee$ %#r$i hed. 27. I116an, &3 O'+ '.% (1) *$ recei-t o% the comme$t %rom the lice$ ee or other6i e a$d a%ter co$d#cti$" or ha)i$" made #ch i$?#ir! or local i$ -ectio$
13

#%%icie$t ca# e

ho6$ a$d the rea o$ %or "ra$t o% ad,o#r$me$t ha)e 'ee$ recorded i$ 6riti$" '!

co$d#cted a the (or#m ma! co$ ider $ece ar!, a$d a%ter a%%ordi$" rea o$a'le o--ort#$it! o% 'ei$" heard to the -artie , the (or#m hall ta=e a deci io$. (2) 4%, a%ter the com-letio$ o% the -roceedi$" , the (or#m i alle"atio$ co$tai$ed i$ the "rie)a$ce are correct, it hall (a) i #e a$ order to the di tri'#tio$ lice$ ee directi$" it to do o$e or more (i) to remo)e the ca# e o% "rie)a$ce i$ ?#e tio$1 (ii) to ret#r$ to the com-lai$a$t the #$d#e char"e -aid '! the com-lai$a$t alo$" 6ith the i$tere t at the rate e?#al to the hort 8erm Prime Fe$di$" Rate o% the State Ga$= o% 4$dia a o$ 1 t 0-ril o% the %i$a$cial !ear %or the -eriod %or 6hich the #$d#e di -#ted amo#$t 6a 6ithheld '! the lice$ ee1 or (') (3) -a a$! other order, deemed a--ro-riate i$ the %act a$d circ#m ta$ce o% the ca e. 4%, a%ter the com-letio$ o% -roceedi$" , the (or#m i ati %ied that the alle"atio$ co$tai$ed i$ the "rie)a$ce are i$correct or i% the i$terim *rder i #ed #$der re"#latio$ 29, $eed $ot 'e co$%irmed, the (or#m hall et a ide the aid i$terim *rder a$d re tore the other -art! to the -o itio$ to 6hich it 6o#ld ha)e 'ee$ i$ the a' e$ce o% #ch i$terim *rder. (+) 8he *rder o% the (or#m hall 'e rea o$ed a$d the rea o$ "i)e$ '! the (or#m i$ #--ort o% the *rder, i$cl#di$" tho e '! the di e$ti$" >em'er, i% a$!, hall %orm a -art o% the *rder, a$d the >em'er 6ho heard the matter hall i"$ the *rder. (9) 4$ ca e o% "rie)a$ce related to $o$- #--l!, co$$ectio$ or di co$$ectio$ o% the order 6ithi$ 20 da! o% %ili$" o% the "rie)a$ce a$d i$ #--l!, the (or#m hall -a "rie)a$ce: Pro)ided that i$ the e)e$t o% a "rie)a$ce 'ei$" di -o ed o%% a%ter the -eci%ied ma.im#m -eriod, the (or#m hall record, i$ 6riti$", the rea o$ %or the ame at the time o% di -o i$" the aid "rie)a$ce #$der i$timatio$ to the *m'#d ma$. (<) 8he order o% the (or#m hall 'e comm#$icated to the com-lai$a$t a$d the lice$ ee i$ 6riti$" 6ithi$ three da! . 0 certi%ied co-! o% e)er! order -a ed '! the (or#m hall 'e deli)ered to the -artie . (B) 8he (or#m ma! at a$! time, a%ter a%%ordi$" a$ o--ort#$it! o% 'ei$" heard, re)ie6 it *rder either o$ it o6$ motio$ or a$ a--licatio$ o% a$! o% the -artie to the ori"i$al -roceedi$" , 6ithi$ 30 da! o% the order o$14

ati %ied that the

o% the %ollo6i$" thi$" i$ a time-'o#$d ma$$er, $amel!:-

ca e o% other "rie)a$ce , the order hall 'e -a ed 6ithi$ +9 da! o% %ili$" o% the

(i)

the di co)er! o% $e6 a$d im-orta$t matter o% e)ide$ce 6hich, a%ter the e.erci e o% d#e dili"e$ce, 6a $ot 6ithi$ hi =$o6led"e or co#ld $ot 'e -rod#ced '! him at the time the order 6a made1

(ii) (iii)

o$ acco#$t o% ome mi ta=e or error a--are$t %rom the %ace o% the record1 %or a$! other #%%icie$t rea o$ .

29. C&-2)(an, &3 th &'+ ' &3 F&'6-. % ! 1) 8he lice$ ee hall com-l! 6ith the order o% the (or#m 6ithi$ 21 da! or 6ithi$ #ch horter -eriod a ma! 'e directed '! a$ order made '! the (or#m, %rom the date o% recei-t o% the order. 4$ a--ro-riate ca e , co$ ideri$" the $at#re o% the ca e, the (or#m, #-o$ the re?#e t o% the lice$ ee, ma! e.te$d the -eriod %or com-lia$ce o% it order #- to a ma.im#m o% three mo$th . No$-com-lia$ce o% the order o% the (or#m hall 'e treated a )iolatio$ o% the Re"#latio$ o% the Commi io$ a$d accordi$"l! lia'le %or actio$ #$der ectio$ 1+2 o% the 0ct. (2) 8he co$cer$ed o%%icer o% the lice$ ee hall %#r$i h a com-lia$ce re-ort o% the order o% the (or#m 6ithi$ e)e$ da! %rom the date o% com-lia$ce, to the (or#m a$d to the com-lai$a$t. 8he (or#m hall =ee- a record o% the com-lia$ce o% it order a$d re)ie6 the ame e)er! mo$th. 4$ ca e o% $o$-com-lia$ce o% it order , the (or#m hall ta=e #- the matter 6ith the hi"her a#thoritie o% the lice$ ee %or com-lia$ce. 4% e)e$ a%ter that the order i $ot com-lied 6ith, the (or#m hall i$%orm the Commi io$ re"ardi$" #ch $o$-com-lia$ce. 2:. R 2' 1 ntat(&n a<a(n1t th F&'6-A1 &'+ '. % (1) 0 com-lai$a$t ma! -re%er a re-re e$tatio$ 'e%ore the *m'#d ma$ a--oi$ted/ de i"$ated '! the Commi io$ #$der the %ollo6i$" circ#m ta$ce :(a) i% the com-lai$a$t i a""rie)ed '! the $o$-redre al o% the "rie)a$ce '! the (or#m 6ithi$ the -eriod -eci%ied, (') i% the com-lai$a$t i $ot ati %ied 6ith the order -a ed '! the (or#m, a$d (c) i% the com-lai$a$t i a""rie)ed '! the $o$-im-leme$tatio$ o% the (or#m7 order, '! the lice$ ee (2) 8he re-re e$tatio$ #$der #'-re"#latio$ (1) hall 'e made(a) i$ ca e the com-lai$a$t i a""rie)ed '! the $o$-redre al o% the "rie)a$ce '! the (or#m 6ithi$ 30 da! a%ter the time limit -eci%ied %or the i #a$ce o% the (or#m7 *rder1 (') i$ ca e the com-lai$a$t i $ot ati %ied 6ith the *rder -a ed '! the (or#m, 6ithi$ 30 da! a%ter i #a$ce o% the *rder '! the (or#m1
15

(c)

i% the com-lai$a$t i a""rie)ed '! the $o$-im-leme$tatio$ o% the (or#m7 *rder, '! the lice$ ee, 6ithi$ 30 da! a%ter the time limit -eci%ied %or the im-leme$tatio$ o% the *rder.

(3) 8he (or#m ma! ettle a$! "rie)a$ce i$ term o% a$ a"reeme$t reached 'et6ee$ the -artie at a$! ta"e o% the -roceedi$" 'e%ore it a$d there hall 'e $o ri"ht o% re-re e$tatio$ 'e%ore the *m'#d ma$ a"ai$ t #ch a$ order. 2;. R 2&'t(n< ' 86(' - nt1.% (1) 8he (or#m hall, 6ithi$ 19 da! o% the clo e o% the ?#arter to 6hich it relate , #'mit a ?#arterl! re-ort o$ di -o al o% "rie)a$ce to the lice$ ee, Commi io$ a$d *m'#d ma$. (2) 8he ?#arterl! re-ort ho#ld 'e #'mitted i$ accorda$ce 6ith the %ormat a -eci%ied i$ 0NNECARE 444. (3) 8he (or#m hall, 6ithi$ +9 da! o% the clo e o% the %i$a$cial !ear to 6hich it relate , al o %#r$i h a !earl! re-ort co$tai$i$" a "e$eral re)ie6 o% the acti)itie o% the (or#m d#ri$" the %i$a$cial !ear to the lice$ ee, Commi io$ a$d *m'#d ma$. (+) 8he Commi io$ hall @ (a) a$al! e re-ort , #'mitted '! the (or#m #$der #'-re"#latio$ (3), 6ith re"ard to le)el o% -er%orma$ce achie)ed o$ -er%orma$ce o% the ta$dard #$der ectio$ 9B (Co$ #mer Protectio$ @ Sta$dard o% Per%orma$ce o% Fice$ ee) o% the 0ct1 %acilitate ca-acit! '#ildi$" o% the lice$ ee to de)elo- a$d im-leme$t a com-rehe$ i)e co$ #mer a6are$e )i -H-)i -#'lic i$teractio$ -ro"ramme, e.-lai$i$" to the co$ #mer their ri"ht a co$ #mer er)iced '! the lice$ ee.

(')

16

CHAPTER%" OM#UDSMAN 30. B6a)(3(,at(&n1, t '-1 &3 a22&(nt- nt an+ ' -&0a) &3 O-.6+1-an .% (1) 4$ term o% #'- ectio$ (<) o% ectio$ +2 o% the 0ct, the Commi io$ ma!, %rom time to time, a--oi$t or de i"$ate a -er o$ a the *m'#d ma$ to di char"e the %#$ctio$ i$ accorda$ce 6ith #'- ectio$ (B) o% ectio$ +2 o% the 0ct. (2) 8he Commi io$ ma! a--oi$t or de i"$ate more tha$ o$e *m'#d ma$ %or a lice$ ee or a commo$ *m'#d ma$ or *m'#d me$ %or t6o or more lice$ ee co$ ideri$" %actor the "eo"ra-hical area. (3) 8he Commi io$ hall i$)ite a--licatio$ thro#"h -#'lic ad)erti eme$t %or the a--oi$tme$t o% the *m'#d ma$, a$d hall al o %orm a Selectio$ Committee %or recomme$di$" $ame %or the a--oi$tme$t o% the *m'#d ma$ '! the Commi io$. (+) 8he *m'#d ma$ hall 'e a -er o$ o% e.-erie$ce, a'ilit!, i$te"rit! a$d ta$di$" 6ho ha ade?#ate =$o6led"e o% a$d ha ho6$ ca-acit! i$ deali$" 6ith -ro'lem relati$" to the electrical e$"i$eeri$", %i$a$ce, commerce, eco$omic , la6, admi$ tratio$ a$d ma$a"eme$t etc. a$d ha held trate"ic -o itio$ i$ the aid %ield at the le)el $ot 'elo6 that o% the Chie% E$"i$eer i$ a Atilit! or e?#i)ale$t -o itio$ #$der the &o)er$me$t. (9) No -er o$ hall 'e a--oi$ted or 'e e$titled to co$ti$#e a the *m'#d ma$, i% he (a) ha 'ee$ ad,#d"ed a a$ i$ ol)e$t1 (') ha 'ee$ co$)icted o% a$ o%%e$ce 6hich, i$ the o-i$io$ o% the Commi io$, i$)ol)e moral t#r-it#de1 (c) ha 'ecome -h! icall! or me$tall! i$ca-a'le o% acti$" a a$ *m'#d ma$1 (d) ha ac?#ired #ch %i$a$cial or other i$tere t a i li=el! to a%%ect -re,#diciall! hi %#$ctio$ a a$ *m'#d ma$1 (e) ha a'# ed hi -o itio$ o a to re$der hi co$ti$#a$ce i$ o%%ice -re,#dicial to -#'lic i$tere t1 or (%) ha 'ee$ "#ilt! o% -ro)e$ mi 'eha)io#r: #ch a the $#m'er o% re-re e$tatio$ recei)ed, di -o al o% %or the co$ #mer a$d re-re e$tatio$ 6ithi$ the -eci%ied time limit, ea e o% acce

17

Pro)ided that the *m'#d ma$ hall $ot 'e remo)ed %rom hi o%%ice o$ a$! "ro#$d -eci%ied i$ thi remo)ed. (<) 8he *m'#d ma$ hall, 'e%ore e$teri$" #-o$ hi o%%ice, ma=e a$d #' cri'e to, 'e%ore the Chair-er o$ o% the Commi io$, a$ oath o% o%%ice a$d ecrec! i$ #ch ma$$er a$d %orm a ma! 'e determi$ed '! the Commi io$. (B) 8he alar! a$d other allo6a$ce -a!a'le to a$d all other term a$d co$ditio$ %or the a--oi$tme$t o% the *m'#d ma$ hall 'e #ch a ma! 'e determi$ed '! the Commi io$. (;) 8he *m'#d ma$ hall hold o%%ice %or a %i.ed term o% three !ear : Pro)ided that the *m'#d ma$ hall $ot hold o%%ice a attai$ the a"e o% <9 !ear . (/) 8he *m'#d ma$ ma!, '! "i)i$" three mo$th7 6ritte$ $otice or -a!i$" three mo$th co$ olidated emol#me$t i$ lie# o% the $otice -eriod, re i"$ %rom hi o%%ice. 31. O33(, &3 th O-.6+1-an .% (1) 8he *m'#d ma$7 o%%ice hall -re%era'l! 'e located i$ the ca-ital cit! o% the State or at a$! Di trict head?#arter i$ the State: Pro)ided that the *m'#d ma$ ma! hold heari$" or -roceedi$" at )ario# -lace , 6ithi$ the State, i$ order to e.-edite the di -o al o% re-re e$tatio$ recei)ed 'e%ore him. (2) 8he *m'#d ma$ a--oi$ted #$der #'- re"#latio$ (1) hall de)ote hi 6hole time to the a%%air o% hi o%%ice. (3) 8he Commi io$ hall -ro)ide the *m'#d ma$ 6ith a Secretariat. 8he ta%% tre$"th o% the aid Secretariat a$d term a$d co$ditio$ o% a--oi$tme$t o% the ta%% hall 'e determi$ed '! the Commi io$ %rom time to time. (+) 0ll e.-e$ e o% the *m'#d ma$ i$cl#di$" that o% it o%%ice a$d ecretariat hall 'e 'or$e '! the lice$ ee a$d 6here there are more tha$ o$e lice$ ee #ch e.-e$ e Re?#ireme$t a$d #ch e.-e$ e (9) 8he Commi io$ hall 'e -a thro#"h i$ tari%%. alo$" 6ith ?#arterl! hall 'e 'or$e '! them i$ -ro-ortio$ to their late t a--ro)ed $et 0$$#al Re)e$#e hall a--ro)e the '#d"et e timate #ch a%ter he #'-re"#latio$, #$le the Commi io$ ha , o$ a$ i$?#ir!, co$cl#ded that the -er o$ o#"ht, o$ #ch "ro#$d or "ro#$d , 'e

e.-e$dit#re -ha i$" %or the !ear 'e%ore the comme$ceme$t o% the %i$a$cial !ear a$d the lice$ ee hall relea e ?#arterl! ad)a$ce accordi$"l! i$ the la t mo$th o% the -re)io# ?#arter %or e)er! #cceedi$" ?#arter to the *m'#d ma$7 o%%ice.

18

(<) 8he lice$ ee hall ma=e -ro)i io$ i$ the 0$$#al Re)e$#e Re?#ireme$t o% all e.-e$ e %or reco)er! thro#"h tari%% a$d act#al e.-e$ e #-. (B) 8he $ame, locatio$, email addre a$d tele-ho$e $#m'er o% the *m'#d me$ hall 'e 6idel! -#'lici ed thro#"h $e6 -a-er a$d di -la!ed o$ the 6e' ite a$d the o%%ice o% the lice$ ee a$d the Commi io$, a$d hall 'e i$timated to the co$ #mer thro#"h electricit! 'ill . 8he e ma! al o 'e -#'lici ed thro#"h electro$ic media. 32. F&'-at 3&' 16.-(11(&n &3 ' 2' 1 ntat(&n .% 8he com-lai$a$t ma! #'mit hi re-re e$tatio$ to the *m'#d ma$ a -er the %ormat -eci%ied i$ 0NNECARE -4I. 33. P' %,&n+(t(&n1@ )(-(tat(&n1 3&' nt 'ta(n(n< ,&-2)a(nantA1 ' 2' 1 ntat(&n .% (1) 8he re-re e$tatio$ ma! 'e e$tertai$ed '! the *m'#d ma$ o$l! i% all o% the %ollo6i$" co$ditio$ are ati %ied that :(a) it ha 'ee$ %iled '! the com-lai$a$t 'ei$" the a""rie)ed co$ #mer or the a ociatio$ re-re e$ti$" the co$ #mer/ 1 (') the com-lai$a$t ha , 'e%ore ma=i$" a re-re e$tatio$ to the *m'#d ma$, a--roached the (or#m co$ tit#ted #$der #'- ectio$(9) o% ectio$ +2 o% the 0ct, %or redre al o% hi "rie)a$ce1 (c) the re-re e$tatio$ '! the com-lai$a$t, i$ re -ect o% the ame "rie)a$ce, i $ot -e$di$" i$ a$! -roceedi$" 'e%ore a$! co#rt, tri'#$al or ar'itrator or a$! other a#thorit! or a decree or a6ard or a %i$al order ha $ot 'ee$ -a ed '! a$! #ch co#rt, tri'#$al, ar'itrator or a#thorit!1 (d) the re-re e$tatio$ i $ot i$ re -ect o% the ame ca# e o% actio$ 6hich 6a -re)io# ettled or dealt 6ith o$ merit '! the *m'#d ma$ i$ a$! -roceedi$" 6hether or $ot recei)ed %rom the ame hall 'e ad,# ted d#ri$" tr#e

com-lai$a$t or alo$" 6ith o$e or more com-lai$a$t or o$e or more o% the -artie co$cer$ed 6ith the ca# e o% actio$1 (e) the com-lai$a$t i $ot ati %ied 6ith the redre al o% hi "rie)a$ce '! the (or#m or the (or#m ha re,ected the "rie)a$ce or ha $ot -a ed the order 6ithi$ the time-limit -eci%ied1 or the lice$ ee ha $ot im-leme$ted the (or#m7 *rder 1 (%) the com-lai$a$t ha %iled the re-re e$tatio$ 'e%ore the *m'#d ma$ 6ithi$ 30 da! %rom the date o% recei-t o% the deci io$ o% the (or#m or the date o% e.-ir! o% the -eriod 6ithi$ 6hich the (or#m 6a re?#ired to ta=e the deci io$ or the date o% e.-ir! o% the -eriod 6ithi$ 6hich the

19

di tri'#tio$ lice$ ee 6a 6hiche)er i a--lica'le:

re?#ired to im-leme$t (or#m7

order

Pro)ided that the *m'#d ma$ ma! e$tertai$ a re-re e$tatio$ a%ter the e.-ir! o% the aid -eriod o% thirt! da! i% the *m'#d ma$ i ati %ied that there i #%%icie$t ca# e %or $ot %ili$" it 6ithi$ that -eriod1 (") the com-lai$a$t ha de-o ited 6ith the *m'#d ma$, a$ amo#$t e?#al to 90J o% the amo#$t a e ed '! the (or#m, i% a$!1 (h) the com-lai$a$t 6ho claim com-e$ atio$ %rom the di tri'#tio$ lice$ ee ha -aid #ch %ee a ma! 'e ti-#lated '! the Commi io$ %rom time to time. (2) S#',ect to the -ro)i io$ o% the 0ct a$d thi Re"#latio$, the *m'#d ma$7 deci io$ a to 6hether the re-re e$tatio$ i %it a$d -ro-er %or 'ei$" co$ idered '! it or $ot, hall 'e %i$al. (3) 8he *m'#d ma$ ma! re,ect the re-re e$tatio$ at a$! ta"e i% it a--ear to him that the re-re e$tatio$ i (a) %ri)olo# , )e.atio# , mala%ide1 (') 6itho#t a$! #%%icie$t ca# e1 (c) there i $o -rima %acie lo the com-lai$a$t : Pro)ided that the deci io$ o% the *m'#d ma$ i$ thi re"ard hall 'e %i$al a$d 'i$di$" o$ the com-lai$a$t a$d the di tri'#tio$ lice$ e: Pro)ided %#rther that $o re-re e$tatio$ hall 'e re,ected i$ re -ect o% #'-cla# e (a), (') a$d (c) #$le 'ei$" heard. 34. P'&-&t(&n &3 1 tt) - nt .> ,&n,()(at(&n. % (1) 0 oo$ a it ma! 'e -ractica'le to do o, '#t $ot later tha$ e)e$ da! %rom the date o% recei-t o% the re-re e$tatio$, the *m'#d ma$ hall er)e a $otice to the co$cer$ed o%%icer o% the lice$ ee $amed i$ the re-re e$tatio$ alo$" 6ith a co-! o% the re-re e$tatio$ a$d e$dea)o#r to -romote a ettleme$t o% the re-re e$tatio$ '! m#t#al a"reeme$t 'et6ee$ the com-lai$a$t a$d the lice$ ee thro#"h co$ciliatio$ or mediatio$. (2) (or the -#r-o e o% %acilitati$" ettleme$t o% the re-re e$tatio$, the *m'#d ma$ ma! %ollo6 #ch -roced#re , a he ma! co$ ider a--ro-riate. (3) 2he$ a re-re e$tatio$ i ettled thro#"h mediatio$ o% the *m'#d ma$, the *m'#d ma$ hall ma=e a recomme$datio$ 6hich he thi$= %air i$ the circ#m ta$ce the com-lai$a$t ha 'ee$ "i)e$ a$ o--ort#$it! o% or dama"e or i$co$)e$ie$ce ca# ed to

20

o% the ca e a$d hall e$d the co-ie o% the recomme$datio$ to the com-lai$a$t a$d the lice$ ee. (+) 4% the com-lai$a$t a$d the lice$ ee acce-t the recomme$datio$ o% the *m'#d ma$, the! 6ill e$d a comm#$icatio$ i$ 6riti$", 6ithi$ 19 da! o% the date o% recei-t o% the recomme$datio$ , tati$" clearl! that the ettleme$t comm#$icated i acce-ta'le to them, i$ totalit!, i$ term o% the recomme$datio$ made '! the *m'#d ma$, a$d are i$ %#ll a$d %i$al ettleme$t o% the re-re e$tatio$. (9) 8he *m'#d ma$ hall ma=e a record o% #ch a$ a"reeme$t i$ hi order a$d therea%ter clo e the ca e. 35. H a'(n< &3 ' 2' 1 ntat(&n1 .% (1) 0%ter re"i teri$" the re-re e$tatio$, the *m'#d ma$, 6ithi$ e)e$ da! o% re"i tratio$, hall call %or record relati$" to the re-re e$tatio$ %rom the co$cer$ed (or#m a$d the co$cer$ed (or#m hall e$d the e$tire record , 6ithi$ e)e$ da! %rom the date o% recei-t o% #ch $otice, to the o%%ice o% the *m'#d ma$. (2) 8he *m'#d ma$ ma! re?#ire the lice$ ee or a$! o% the o%%icial , re-re e$tati)e or a"e$t o% the lice$ ee to %#r$i h doc#me$t , 'oo= , i$%ormatio$ a$d data a ma! 'e re?#ired to decide the re-re e$tatio$ a$d the lice$ ee hall d#l! com-l! 6ith #ch re?#ireme$t o% the *m'#d ma$. (3) 2here the re-re e$tatio$ i $ot ettled '! a"reeme$t 6ithi$ a -eriod o% 30 da! %rom the date o% recei-t o% the re-re e$tatio$ or 6ithi$ #ch e.te$ded -eriod a the *m'#d ma$ ma! deem %it d#l! co$ ideri$" the o)erall time limit -eci%ied, the *m'#d ma$ ma! determi$e the ma$$er, the -lace, the date a$d the time o% the heari$" o% the matter a the *m'#d ma$ co$ ider a--ro-riate. (+) 8he *m'#d ma$ ma! hear the -artie a$d ma! direct the -artie to #'mit 6ritte$ tateme$t or #'mi io$ i$ the matter. (9) 0 com-lai$a$t, di tri'#tio$ lice$ ee or a$! other -er o$, 6ho i a -art! to a$! -roceedi$" 'e%ore the *m'#d ma$, ma! either a--ear i$ -er o$ or a#thori e a$! -er o$ to -re e$t hi ca e 'e%ore the *m'#d ma$ a$d to do all or a$! o% the act %or the -#r-o e. (<) 2here the com-lai$a$t or the lice$ ee or their re-re e$tati)e i #$a'le to a--ear 'e%ore the *m'#d ma$ o$ the date %i.ed %or heari$" o$ more tha$ t6o occa io$ co$ ec#ti)el! the *m'#d ma$ ma!, %or rea o$ to 'e recorded, di -e$ e 6ith the -re e$ce o% #ch -er o$ a$d, re,ect or decide the re-re e$tatio$ e.--arte.

21

(B) No ad,o#r$me$t hall ordi$aril! 'e "ra$ted '! the *m'#d ma$ #$le ca# e i (;) 6riti$" '! the *m'#d ma$.

#%%icie$t

ho6$ a$d the rea o$ %or "ra$t o% ad,o#r$me$t ha)e 'ee$ recorded i$

8he *m'#d ma$ ma! ma=e #ch order a to the co t, occa io$ed '! the

ad,o#r$me$t, to 'e -aid '! the de%a#lti$" -art! to the $o$-de%a#lti$" -art! a$d/or to the *m'#d ma$. 37. O-.6+1-an P&= ' t& (116 Int '(- O'+ ' C% (1) A-o$ the re?#e t o% the com-lai$a$t, the *m'#d ma$ ma! i #e #ch i$terim order at a$! ta"e d#ri$" the di -o al o% the re-re e$tatio$ a it ma! co$ ider $ece ar!: Pro)ided that the *m'#d ma$ hall ha)e the -o6er to -a #ch a$ i$terim order i$ a$! -roceedi$", heari$" or matter 'e%ore it, a it ma! co$ ider a--ro-riate i% the com-lai$a$t ati %ie the *m'#d ma$ that -rima %acie the di tri'#tio$ lice$ ee ha threate$ed or i li=el! to remo)e or di co$$ect the electricit! co$$ectio$, a$d ha or i li=el! to co$tra)e$e a$! o% the -ro)i io$ o% the 0ct or a$! r#le a$d re"#latio$ made there#$der or a$! order o% the Commi io$, -ro)ided that, the *m'#d ma$ ha ,#ri dictio$ o$ #ch matter : Pro)ided %#rther that, e.ce-t 6here it a--ear that the o',ect o% -a i$" the i$terim order 6o#ld 'e de%eated '! dela!, $o #ch i$terim order hall 'e -a ed #$le (2) the o--o ite -art! ha 'ee$ "i)e$ a$ o--ort#$it! o% 'ei$" heard. 8he *m'#d ma$ hall 'e "#ided '! the -ri$ci-le o% $at#ral ,# tice, a$d

#',ect to the other -ro)i io$ o% the e Re"#latio$ , the *m'#d ma$ hall ha)e -o6er to re"#late it o6$ -roced#re. 39. I116an, &3 O'+ '. % (1) 8he *m'#d ma$ hall -a com-lai$a$t i e$titled a -er the order. (2) 8he *m'#d ma$ hall -a a$ order a earl! a -o i'le, '#t i$ a$! ca e, 6ithi$ <0 da! %rom the date o% recei-t o% the re-re e$tatio$ a$d 6here there i dela! i$ the di -o al o% a re-re e$tatio$ 6ithi$ the aid -eriod, the *m'#d ma$ hall record the rea o$ %or #ch dela!. (3) 8he order -a ed '! the *m'#d ma$ hall et o#t (a) i #e-6i e deci io$ 1 (') rea o$ %or -a i$" the order1 (c) rea o$ %or )acatio$ o% the i$terim *rder, i% a$!, made #$der re"#latio$ 3< a$d it im-act1 (d) directio$ , i% a$!, to the di tri'#tio$ lice$ ee or com-lai$a$t, a$d
22

a 6ritte$ order "i)i$"

rea o$ %or all hi %i$di$" a$d tati$" the $at#re o% the relie% to 6hich the

(e) a$! other order, deemed a--ro-riate i$ the %act a$d circ#m ta$ce o% the ca e. (+) 0 co-! o% the order hall 'e e$t to the -artie a$d al o to the co$cer$ed hall d#l! com-l! 6ith a$d im-leme$t the deci io$ o% the (or#m %or i$%ormatio$ 6ithi$ o$e 6ee= %rom the date o% #ch order. (9) 8he lice$ ee *m'#d ma$ o$ the re-re e$tatio$ %iled '! the com-lai$a$t 6ithi$ 19 da! o% the i #a$ce o% the *rder. (<) No$-com-lia$ce o% the *m'#d ma$7 order the -ro)i io$ o% the 0ct. (B) No -art! ca$ %ile a$ a--eal 'e%ore the Commi io$ a"ai$ t the order -a ed '! the *m'#d ma$. Ho6e)er, thi i 6itho#t -re,#dice to the ri"ht o% the com-lai$a$t a$d the lice$ ee to ee= a--ro-riate remed! a"ai$ t the order -a ed '! the *m'#d ma$ 'e%ore a--ro-riate 'odie . (;) 8he *m'#d ma$ ma!, at a$! time, a%ter a%%ordi$" a$ o--ort#$it! o% 'ei$" heard, re)ie6 hi *rder, either o$ hi o6$ motio$ or o$ a$ a--licatio$ o% a$! o% the -artie to the -roceedi$" , 6ithi$ 30 da! o% the *rder o$ @ (i) the di co)er! o% $e6 a$d im-orta$t matter o% e)ide$ce 6hich, a%ter the e.erci e o% d#e dili"e$ce, 6a $ot 6ithi$ hi =$o6led"e, or co#ld $ot 'e -rod#ced '! him at the time the order 6a made1 (ii) (iii) o$ acco#$t o% ome mi ta=e or error a--are$t %rom the %ace o% record1 %or a$! other #%%icie$t rea o$ . hall 'e deemed to 'e a )iolatio$ o% the e Re"#latio$ a$d hall 'e lia'le %or a--ro-riate actio$ '! the Commi io$ #$der

3:. R 2&'t(n< ' 86(' - nt1.% (1) 8he *m'#d ma$ hall, 6ithi$ 30 da! o% the clo e o% the -eriod to 6hich it relate , #'mit to the Commi io$ a hal%-!earl! re-ort o$ all the re-re e$tatio$ %iled 'e%ore it. (2) 8he re-ort hall co)er(a) %act o% the re-re e$tatio$ 1 (') re -o$ e o% -artie i$ 'rie%1 (c) o-i$io$ o% the *m'#d ma$ o$ the com-lia$ce o% Di tri'#tio$ Per%orma$ce Sta$dard '! the lice$ ee1 (d) =e! directio$ i #ed to the lice$ ee a$d/ or to the co$ #mer i$ the order1 a$d (e) com-lia$ce o% order '! the lice$ ee a$d/ or to the co$ #mer. (3) 8he *m'#d ma$ hall 6ithi$ +9 da! o% the clo e o% the %i$a$cial !ear to 6hich it relate al o %#r$i h a !earl! re-ort co$tai$i$" a "e$eral re)ie6 o% the acti)itie o% the
23

*m'#d ma$7 o%%ice d#ri$" the %i$a$cial !ear to the Commi io$ a$d the State &o)er$me$t. (+) 8he Commi io$ hall @ (a) a$al! e re-ort , #'mitted '! the *m'#d ma$ #$der #'-re"#latio$ (3), 6ith re"ard to le)el o% -er%orma$ce achie)ed o$ -er%orma$ce o% the ta$dard #$der ectio$ 9B (Co$ #mer Protectio$ @ Sta$dard o% Per%orma$ce o% Fice$ ee) o% the 0ct1 %acilitate ca-acit! '#ildi$" o% the lice$ ee to de)elo- a$d im-leme$t a com-rehe$ i)e co$ #mer a6are$e -#'lic i$teractio$ -ro"ramme, e.-lai$i$" to the co$ #mer their ri"ht a co$ #mer er)iced '! the lice$ ee. CHAPTER D"I MISCELLANEOUS 3;. P&= ' t& ' -&0 +(33(,6)t( 1 .% 4% a$! di%%ic#lt! ari e i$ "i)i$" e%%ect to a$! -ro)i io$ o% the e Re"#latio$ , the Commi io$ ma!, '! a "e$eral or -ecial order, direct the di tri'#tio$ lice$ ee, the (or#m or the *m'#d ma$ to ta=e #ita'le actio$, $ot 'ei$" i$co$ i te$t 6ith the 0ct, 6hich a--ear to the Commi io$ to 'e $ece ar! or e.-edie$t %or the -#r-o e o% remo)i$" the di%%ic#ltie . 40. R 2 a) an+ Sa0(n<1 .% (1) 8he Himachal Prade h Electricit! Re"#lator! Commi io$ (&#ideli$e %or E ta'li hme$t o% (or#m %or Redre al o% &rie)a$ce o% Co$ #mer ) Re"#latio$ , 2003 a$d the Himachal Prade h Electricit! Re"#lator! Commi io$ (Electricit! *m'#d ma$) Re"#latio$ , 200+, are here'! re-ealed. (2) Not6ith ta$di$" #ch re-eal @ (a) a$!thi$" do$e or a$! actio$ ta=e$ or -#r-orted to ha)e 'ee$ do$e or ta=e$ i$cl#di$" a$! a--oi$tme$t made, or a$! doc#me$t or i$ tr#me$t e.ec#ted or a$! directio$ "i)e$ #$der the re-ealed re"#latio$ , hall, i$ o %ar a it i $ot i$co$ i te$t 6ith the -ro)i io$ o% the e Re"#latio$ , 'e deemed to ha)e 'ee$ do$e, ta=e$, made or "i)e$ #$der the corre -o$di$" -ro)i io$ o% the e Re"#latio$ 1

(')

24

(') all

a--oi$tme$t

made,

a$d

doc#me$t

e.ec#ted,

'e%ore

the

comme$ceme$t o% the e Re"#latio$ , hall co$ti$#e to ha)e e%%ect till the e.-ir! o% the -eriod %or 6hich #ch a--oi$tme$t ha 'ee$ made or the doc#me$t ha 'ee$ e.ec#ted. G! order o% the Commi io$ Secretar!

25

Annexure-I (See Regulation 3(k), 20(2), 34, 35 and 37)

TIME I!ES Sr. No. "ART-I Description of action to be taken #o$%laint&'re%re&entation& (e)ore t*e +oru$ 1 $or!ar in# complaints to t"e $or%m !"en sent t"ro%#" &omplaint 'ecei(in# &enters of t"e istrib%tion licensee 2 ,ckno!le #e of receipt of complaint.a/ 0"en presente in person .b/ 0"en recei(e b* post1 e.mail or fa+. .c/ 0"en recei(e t"ro%#" t"e &omplaint 'ecei(in# &enters 3 $or!ar in# of complaints to t"e concerne officer of t"e licensee.a/ 3n case of connection4 isconnection of s%ppl*. .b/ 3n ot"er case Time lines Time from !"ic" Specifie perio be#ins to seen )* t"e ne+t !orkin# a* 2n same a* )* t"e ne+t a* )* t"e ne+t a*

2n t"e receipt of t"e complaint b* t"e $or%m

1 a* 2 a*s

2n t"e receipt of t"e complaint b* t"e $or%m

4 'esponse of t"e 5icensee on t"e complaint .a/ 3n case of connection4 isconnection of s%ppl*. .b/ 3n ot"er case 5 6akin# a(ailable t"e recor or to f%rnis" an* information to t"e $or%m-

5 a*s 15 a*s 7 a*s

6 6akin# of 2r ers b* t"e $or%m.a/ 3n cases of connection or 20 a*s isconnection of s%ppl*. .b/ 3n ot"er case 7 &ompliance of t"e 2r ers of t"e $or%m
26

$rom t"e ate of receipt of compliant. $rom t"e ate of re7%isition of t"e recor or information $rom t"e ate of receipt of t"e complaint.

45 a*s 21 a*s or t"e $rom t"e receipt of t"e 2r er b*

8 'eportin# of compliance b* t"e 5icensee to t"e $or%m "art-II Re%re&entation (e)ore t*e ,$(ud&$an 1 6akin# representation to t"e 2mb% sman .a/ ,#ainst t"e $or%m8s 2r er

s"orter t"e licensee. perio 1 irecte b* $or%m !it"in !"ic" 2r er is to complie !it" 7 a*s $rom t"e ate of compliance.

30 a*s

$rom t"e ate of 2r er b* t"e $or%m. ,fter t"e e+pir* of 30 a*s time allo!e %n er item .a/ $rom t"e ate of 2r er of t"e $or%m.

30 a*s .b/ $or t"e non- re ressal of #rie(ance T!o mont"s

.c/ $or t"e non compliance of t"e $or%m8s 2r er b* t"e licensee 2 Settlement b* &onciliation

.a/ Ser(ice of notice to t"e 7 a*s concerne officer of t"e 5icensee for settlement t"ro%#" me iation of t"e 2mb% sman. 15 a*s .b/ ,cceptance of t"e recommen ations of t"e 2mb% sman. 7 a*s .c/ 3 6akin# a recor of t"e conciliate a#reement.

$rom t"e ate of receipt of representation. $rom t"e ate of receipt of recommen ations of t"e 2mb% sman. ,fter t"e acceptance of t"e recommen ation b* t"e parties. $rom t"e ate of receipt of t"e representation b* t"e 2mb% sman. $rom t"e ate of re#istration of t"e representation b* t"e 2mb% sman.

'e#istration of 'epresentation a/ 'e#istration of representation !"ere t"e #rie(ance is not settle b* me iation or conciliation b* t"e 2mb% sman. b/ &allin# of recor from t"e $or%m 30 a*s

7 a*s

27

7 a*s c/ Sen in# of recor b* t"e $or%m 4 2r er of t"e 2mb% sman 5 &ompliance of t"e 2mb% sman8s 2r er Su($i&&ion o) Re%ort& 1 S%bmission of 'eports b* t"e $or%m .i/ .ii/ 9%arterl* :earl* 15 a*s 45 a*s 60 a*s 15 a*s

$rom t"e ate of receipt of t"e notice from t"e 2mb% sman. $rom t"e ate of receipt of representation. $rom t"e iss%e of t"e 2r er

-333

,fter t"e close of t"e 7%arter. ,fter t"e close of t"e *ear.

S%bmission of 'eports b* t"e 2. 2mb% sman.i/ .ii/ ;alf *earl* :earl* 45 a*s ,fter t"e close of t"e financial *ear. 30 a*s ,fter t"e close of perio .

28

A!!E-.RE- II (See Regulation /7) 0RIE1A!#E S.2MISSI,! 2E+,RE +,R.M A"" I#ATI,! T, +,R.M +,R RE3RESSA ,+ 0RIE1A!#E

Date<= >>>>>>>>>> 1. Name of t"e &omplainant= >>>>>>>>>>>>>>>>>>>> 2. $%ll a ress of t"e &omplainant <= >>>>>>>>>>>>>>>>

?in &o e<= >>>>>>>>>>>>> ?"one no.<= >>>>>>>>>>>>> $a+ no.= >>>>>>>>>>> @mail i = >>>>>>>>>>> 3. Nat%re of &onnection an &ons%mer no.< .in case of having applied for a connection, state the application number/= >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 4. Distrib%tion 5icensee<= >>>>>>>>>>>>>> 5. &omplaint recei(in# centre n%mber<= >>>>>>>>>>>>>> 6. &ate#or* of #rie(ance .please tick the relevant box/ boxes/= a. 0ron# billin#>>> b. 'eco(er* of arrears >>> c. $a%lt* 6eter >>> . )%rnt meter >>>e. S%ppl* interr%ption >>> f. ;armonics in s%ppl* >>> #. S%ppl* (olta#e relate >>>". Deficient ser(ice >>> i. Dela* in pro(i in# ne! connection >>> A. 'econnection >>>k. &"an#e in connecte loa >>> l. Transfer of connection >>>

29

m. 2t"ers .please specify/ >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

7. Name esi#nation an office a ress of t"e emplo*ee 4 emplo*ees . specify employee ID

or department/ or epartment a#ainst !"om #rie(ance "as been file .if any/= >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 8. Details of t"e #rie(ance1 facts #i(in# rise to t"e #rie(ance< . If space is not sufficient please enclose separate sheet/ >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 9. Nat%re of relief so%#"t from t"e $or%m >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 10. 5ist of oc%ments enclose .Please enclose copies of any relevant documents which support the facts giving rise to the grievance/ >>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>> 11. Declaration .a/ 34 0e1 t"e &omplainant 4s "erein eclare t"at= .i/ t"e information f%rnis"e "erein abo(e is tr%e an correctB an .ii/ 34 0e "a(e not conceale or misrepresente an* fact state "ereinabo(e an t"e oc%ments s%bmitte "ere!it". .b/ T"e s%bAect matter of t"e present Crie(ance "as ne(er been s%bmitte to t"e $or%m b* me4 or b* an* one of %s or b* an* of t"e parties concerne !it" t"e s%bAect matter to t"e best of m*4 o%r kno!le #e. .c/ T"e s%bAect matter of m* 4 o%r Crie(ance "as not been settle t"ro%#" t"e $or%m in an* pre(io%s procee in#s.

. / T"e s%bAect matter of m* 4 o%r Crie(ance "as not been eci e b* an* competent a%t"orit*4co%rt4arbitrator1 an is not pen in# before an* s%c" a%t"orit* 4 co%rt 4 arbitrator. :o%rs fait"f%ll* 30

.Si#nat%re/ .&omplainant8s name in block letters/ !,MI!ATI,! D .3f t"e &omplainant !ants to nominate "is representati(e to appear an make s%bmissions on "is be"alf before t"e $or%m1 t"e follo!in# eclaration s"o%l be s%bmitte ./ 340e t"e abo(e name cons%mer "ereb* nominate S"ri4Smt. EEEEEEEEEEEEEE.. 1 !"ose a ress is EE..

EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE. EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE E EEEEEEEEEEE.. as m*4o%r '@?'@S@NT,T3F@ in t"e procee in#s an confirm t"at an* statement1 acceptance or reAection ma e b* "im4"er s"all be bin in# on me4%s. ;e4S"e "as si#ne belo! in m* presence. ,&&@?T@D .Si#nat%re of 'epresentati(e/ .Si#nat%re of &omplainant/

ACENOWLEDGEMENT OF RECEIPT 8he com-lai$a$t (alo$"6ith #--orti$" doc#me$t ) com-ri ed o% KKKKK -a"e %rom KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK %or redre al o% "rie)a$ce KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK ha 'ee$ recei)ed o$ KKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKKK

Si"$at#re o% the o%%ice-i$ char"e Name KKKKKKKKKKKKKKKKKKKK De i"$atio$KKKKKKKKKKKKKKK Date KKKKKKKKKKKKKKKKKKKKK

31

vuqcU/k&2 fofu;eu fu;e17

Qksje ds le{k fkdk;r gsrw

Qksje esa fkdk;r fuokj.k gsrw vkosnu
fnukad%--------------------------------------------------------------1- fkdk;rdrkZ dk uke %----------------------------------------------------------------------------------------------------------------------2- fkdk;rdrkZ dk iwjk irk %----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------fiu dksM Uk0%-------------------------------------------------------VsyhQksu Uk0%------------------------------------------------------------QSD Uk0%------------------------------------------------------------------!Zesy irk %------------------------------------------------------------------"- #i$kksDrk %s&kh ' dUkSDku u0 duSDku ds fy( )k'snu djus ds ekeys esa* )k'snu a+;k ,rk(a ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------f'rj&k yk!Z sa .kkjh %--------------------------------------------------------------------------------------------------------------------------------------------------/- fkdk;r i0k1r dsUn0 u0%-------------------------------------------------------------------------------------------------------------------------------------2- fkdk;r dh %s&kh d3i;k i0k af4d fjDr 56kku dks f7af80r djsa ad 4yr f,fya4--------------------------------------+k ,dk;k jkfk dh ' wyh ------------------------4nks9kiw&kZ
32

ehVj-----------------------------:k ;yk 8<)k ehVj-------------------------------M- )kiwfrZ =dk'V---------------------------------7 )kiwfrZ esa 8kjeksfuD -------------------> 'k?yVs; )kiwfrZ @,fU.kr-------------------------------------------; s'k dh deh----------------------------------------------------------------------A u( duSDku i0nku djus esa nsjh----------------------------------------BfjduSDku--------------------------------------------------------------------V ;<MCs yksM esa ifj'rZu------------------------------------------------------------------DduSDku ds 56kkukarj&k---------------------------------------M ;fn )U;* d3i;k fufnZ9V djsa--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

33

E- deZ7kjhFdeZ7kfj;ksa ds uke deZ7kjh dk irk ('a f'$kk4 fufnZ9V djsa ;k f'$kk4 f; ds f+kykQ fkdk;r nk;j dh 8SG ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------H-fkdk;r dk f''j&k* fkdk;r ,ICus ds dkj&k ;fn 56kku i;kZ1r u8ha 8S rks )y4 JkhV aKkLu djsa ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------M- Qksje s eka4h 4!Z jk8r dk i0dkj%N ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------10- ayLu n5rk's;ksa dh w7h fkdk;r s @,fU.kr r6;ksa ds e6kZu esa i0k afLkd n5rk's;ksa dh i0fr;ka ayLu djas ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------11- :kks9k&kk d eSaF8e fkd;rdrkZ :kks9k&kk djrs 8waF8Sa fd ) #ijksDr ;kudkjh O; )kSj 8h 8S )kSj P , eSaF8e us dks!Z $kh 'k5rf'drk ;ksfd Qij r6kk ! n5rk's; esa nkkZ!Z 4!Z 8S dks ><ik;k F;k 4yr rjhds s u8ha ,rk;k 4;k 8SG blds lk k !"#rqr$&

34

+k ;8ka rd esjh ;kudkjh 8S 'rZeku f'9k; ds @,fU.kr esjs Rkjk ;k 8eesa s fd h ds Rkjk ;k ! ekeys s @,fU.kr iSk ds Rkjk d$kh $kh Qksje ds eA fkdk;r i05r<r u8ha dhP 4 esjhF8ekjh fkdk;r ds f'9k; esa Qksje Rkjk fd h $kh fi>yh dk;Z'k8h esa ek.kku u8ha fd;k 4;kP :k esjhF8ekjh fkdk;r ds f'9k; esa fd h $kh U;k;y;F)f.kdkjhFi0kf.kdkjh Rkjk QS yk u8ha fd;k 4;k 8S )kSj fd h $kh U;k;y;F)f.kdkjhFi0kf.kdkjh ds eSk yf@,r u8ha 8SG

$k'nh;*

%g#rk{kj& %f'kdk;rdrk( dk uke&

ukekaduN

)4j fkdk;rdrkZ fd h i0frfuf.k dks euksuhr djuk

7k8s ('a # h dh )ksj s Qksje ds eSk 1k05r<rh djuk 7k8s rks fu@ufyf+kr :kks9k&kk i05r<r djsa eSaF8e #i$kksDrk (rTnRkjk uh7s fy+ks %hF%hefr dks euksuhr djrkFdjrs 8SaG --------------------------------------------------------------------------------------f; dk irk 8SG ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

!kor) d) !"kf*r ---------------------------------------------------------------------------------------------------------- esjsF8ekjs i0frfuf.k Rkjk dk;Z'k8h esa $kk4

8 8k;d n5rk's; ds# --------------------------------------ysukfkdk;r ' fd h $kh Uk;ku dh i<f9V* ds Rkjk dh 4!Z 5'hd3fr ('a i39Dksa------------------------------------------------------------------------------------------------------------------------------------ s fu'kj&k fkdk;r

)5'hd3fr esjsF8ekjs Qij ,k.; 8ks4hG # ds fu@u 85rkSkj esjh #if56kfr esa fd( 4( 8SaG
ds 8srw

-----------------------------------------------------------------------------------------------------------------------------35

fnukad-------------------------------------------------------------------------------------------------------------------------------------------ij i0k1r fd( 4;sG dk;k(+; esa !",kkj) ds g#rk{kj uke-----------------------------------------------!nuke----------------------------------------fnukad----------------------------------------

36

A!!E-.RE III (See Regulation 24) 5.ARTER 6 RE",RTI!0 26 +,R.M 9%arter= >>> $inancial :ear= >>> /7 Statu& o) grie8an9e redre&&al
S7 !o "ara$eter& 3ela: in re&toring &u%%l: 5ualit: o) Su%%l: Meter "ro(le$& 2illing "ro(le$& 5ualit: o) Ser8i9e ,t*er& Total

3 4

7 8

Crie(ances pen in# at t"e en of pre(io%s 7%arter Crie(ances recei(e %rin# t"is 7%arter Total #rie(ances .1G2/ Crie(ances atten e %rin# t"is 7%arter )alance #rie(ances to be atten e .3-4/ Crie(ances s%ccessf%ll* re resse %rin# t"is 7%arter Crie(ances in t"e process of re ressal Crie(ances escalate to 2mb% sman

Note: um of rows !, " # $ should be e%ual to row &

37

27 Statu& o) 9o$%lian9e (: li9en&ee a. 2f t"e n%mber of #rie(ances s%ccessf%ll* re resse %rin# t"e 7%arter1 state t"e n%mber of #rie(ances in !"ic" t"e or er specifie irections for t"e licensee= >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> b. Describe t"e stat%s of t"e licensee8s compliance a#ainst eac" s%c" #rie(ance.>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>

38

A!!E-.RE- I1 (See Regulation 32) S.2MISSI,! ,+ RE"RESE!TATI,! 2E+,RE ,M2.3SMA! Date<= >>>>>>>>>> To T"e 2mb% sman .specify full address/ Dear Sir 4 6a am SH)= .please make a mention of the order of the 'orum from which a representation to the (mbudsman is being made) Details of t"e #rie(ance are as %n er= 1. Name of t"e &omplainant= >>>>>>>>>>>>>>>>>>>> 2. $%ll a ress of t"e &omplainant <= >>>>>>>>>>>>>>>> ?in &o e<= >>>>>>>>>>>>> ?"one no.<= >>>>>>>>>>>>> $a+ no.= >>>>>>>>>>> @mail i = >>>>>>>>>>> 3. Nat%re of &onnection an &ons%mer no.< . in case of having applied for a connection, state the *pplication number/=>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 4. Distrib%tion 5icensee<= >>>>>>>>>>>>>> 5. Name an , ress of t"e $or%m<= >>>>>>>>>>>>>>

6. Date of s%bmission of #rie(ance b* t"e &omplainant to t"e $or%m< . please enclose + copies of the grievance/= >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 7. Details of t"e representation1 facts #i(in# rise to t"e representation< . If space is not sufficient please enclose separate sheet/ >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 8. 0"et"er t"e cons%mer "as recei(e t"e final ecision of t"e $or%mI . If yes, please enclose three copies of the 'orum,s order conveying its final decision /

9. 3f t"e cons%mer "as recei(e t"e final ecision of t"e $or%m1 !"et"er an* amo%nt !as assesse b* t"e $or%m to be pai b* t"e cons%mer to t"e licenseeI -If yes, please enclose receipt of the deposit of ./+rd of such amount with the (mbudsman)

10. Nat%re of relief so%#"t from t"e 2mb% sman

39

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >>> 11. 5ist of oc%ments enclose . Please enclose three copies of all relevant documents which support the facts giving rise to the representation)

12. Declaration .a/ 34 0e1 t"e &omplainant4s "erein eclare t"at= .i/ T"e information f%rnis"e "erein abo(e is tr%e an correctB an .ii/ 34 0e "a(e not conceale or misrepresente an* fact state "ereinabo(e an t"e oc%ments s%bmitte "ere!it". .b/ T"e s%bAect matter of t"e present representation "as ne(er been bro%#"t before t"e 2ffice of t"e 2mb% sman b* me4 or b* an* one of %s or b* an* of t"e parties concerne !it" t"e s%bAect matter to t"e best of m*4 o%r kno!le #e. .c/ T"e s%bAect matter of m*4 o%r representation "as not been settle t"ro%#" t"e 2ffice of t"e 2mb% sman in an* pre(io%s procee in#s. . / T"e s%bAect matter of t"e present representation "as not been eci e b* an* competent ,%t"orit*4co%rt4arbitrator1 an is not pen in# before an* s%c" a%t"orit* 4 co%rt 4 arbitrator.

:o%rs fait"f%ll* .Si#nat%re/ .&omplainant8s name in block letters/ !,MI!ATI,! D .3f t"e &omplainant !ants to nominate "is representati(e to appear an make s%bmissions on "is be"alf before t"e 2mb% sman1 t"e follo!in# eclaration s"o%l be s%bmitte ./ 340e t"e abo(e name cons%mer "ereb* nominate S"ri4Smt. EEEEEEEEEEEEEE.. 1 an !"ose a ress is EE.. EEEEEEEEEEEEEEEEEEEE EEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE EE EEEEEEEEEEE.. as m*4o%r '@?'@S@NT,T3F@ in t"e procee in#s an confirm t"at an* statement1 acceptance or reAection ma e b* "im4"er s"all be bin in# on me4%s. ;e4S"e "as si#ne belo! in m* presence.

,&&@?T@D .Si#nat%re of 'epresentati(e/ .Si#nat%re of &omplainant/

40