RAJASTHAN ELECTRICITY REGULATORY COMMISSION (CONSUMER GRIEVANCE REDRESSAL FORUM, ELECTRICITY OMBUDSMAN AND CONSUMER ADVOCACY) REGULATIONS, 2021

 

PREAMBLE

In exercise of the powers conferred on it by sub-sections (r) and (s) of Section 181 read with sub-sections (5) to (7) of section 42 of the Electricity Act, 2003 (36 of 2003) and all other powers enabling it in this behalf, the Rajasthan Electricity Regulatory Commission, after previous publication, hereby makes the following Regulations related to Consumer Grievance Redressal Forum, Electricity Ombudsman and Consumer Advocacy.

CHAPTER 1 PRELIMINARY

1. Short Title and Commencement.

1.1   These Regulations may be called the Rajasthan Electricity Regulatory Commission (Consumer Grievance Redressal Forum, Electricity Ombudsman and Consumer Advocacy) Regulations, 2021.

1.2   These Regulations shall be applicable to all distribution licensees in the "State of Rajasthan" in their respective licensee areas including franchisee areas.

1.3   These Regulations shall come into force from the date of their notification in the Official Gazette.

1.4   These Regulations shall be construed harmoniously with the standards of performance Regulations of the distribution licensees and the Electricity Supply Code Regulations specified by the Commission under section 57 and section 50 of the Electricity Act, 2003. In case of any inconsistency with these Regulations, the standards of performance Regulations of the distribution licensees and the Electricity Supply Code Regulations shall prevail.

1.5   In these regulations, unless the context otherwise requires,

(a)      'Act' means the Electricity Act, 2003 (36 of 2003) and its amendments;

(b)      'Area of supply' means the area within which a distribution licensee (including franchisee area) is authorized by his/her/their licence to supply electricity;

(c)      'Chairperson' and 'Member' means the Chairperson and Member of the Forum;

(d)      'Commission' means the Rajasthan Electricity Regulatory Commission;

(e)      'Complainant' means-

(i)       any Consumer or Consumers including their legal heirs or successors, having a Complaint against a Licensee and lodging the same either directly or through their representatives; or

(ii)      any voluntary consumer association or associations, registered under the law for the time being in force and making the Complaints in the larger interest of the Consumers; or

(iii)     any Consumer(s)/voluntary consumer association(s) where the Licensee does not register or fails to register the Complaint of such Consumer(s)/voluntary consumer association(s); or

(iv)    any person whose electricity connection is disconnected; or

(v)      an applicant for a new connection for the supply of electricity.

(f)       "Complaint" means any complaint made by a Complainant, either in writing including e-mail, online, or verbally over phone if such numbers are specified by a Licensee for lodging complaints, or by visiting personally to such offices of the Licensee which are designated by the Licensee for registering the complaints with the Licensee, which may, without limitation, include complaints relating to:

(i)       any fault, imperfection, shortcoming or inadequacy in the quality, nature and manner of performance which has been undertaken to be performed by the Licensee in pursuance of a licence and/or any contract or agreement or under the Electricity Supply Code Regulations or in relation to Standards of Performance of Distribution Licensees Regulations, as specified by the Commission;

(ii)      any unfair trade practice or restrictive trade practice which has been adopted by the Licensee in providing Electricity Service; or

(iii)     Electricity Services which are being offered for use to the public in contravention of the provisions of any applicable law including safety code, rules and regulations, as prescribed by the competent authorities under the relevant laws or established through prudent industry practices, and as a result whereof the life and safety of the human beings, livestock or property is put at risk and endangered.

(g)      Consumer' means for the purpose of these Regulations shall be a consumer as defined under sub-section (15) of Section 2 of the Act and shall also include a person applying for new connection.

(h)     'Electricity Ombudsman' means an authority to be appointed or designated by the Commission, under subsection (6) of Section 42 of the Act and these Regulations.

(i)       'Electricity Service' includes supply, billing, metering and maintenance of electrical energy to the Consumer and all attendant sub-services and also any other service which a Licensee is required to provide pursuant to his licence or under any applicable law.

(j)       'Forum' means 'Forum for Redressal of Grievances of Consumers' to be constituted by the distribution licensee in terms of sub-section (5) of Section 42 of the Act and these Regulations.

(k)      'Grievance' shall mean a grievance of the Consumer arising out of the failure of the Licensee to register or redress a Complaint, and shall include any dispute between the Consumer and the Licensee with regard to any Complaint or with regard to any action taken by the Licensee in relation to or pursuant to a Complaint.

(l)       "Internal Grievance Redressal Cell" or "IGR Cell" means such first authority to be contacted by the consumer for redressal of his/her Grievance as notified by the Distribution Licensee at the Sub-divisional, Divisional, Circle or District level as the case may be.

(m)    'Licensee' means a distribution licensee, as defined under the Act.

(n)     'Prosumer' means a person who consumes electricity from the grid and can also inject electricity into the grid for distribution licensee, using same point of supply.

(o)      'Representation' means the representation made to the Ombudsman by the complainant or on behalf of such a complainant who is aggrieved by the outcome of the Forum's proceedings in respect of his/her grievance (including not issuing the order within the specified time limit, dissatisfaction with the order issued, partial or full dismissal of the grievance).

(p)      'Zonal headquarter' means headquarter of Zonal Chief Engineer of the administrative zone of the licensee having jurisdiction over the Superintendent Engineers of O&M circles as included in a particular zone by the licensee.

1.6   Words and expressions used and not specifically defined in these Regulations but defined in the Electricity Act, 2003 shall have the meaning assigned to them in the Act. The other words and expressions used herein but not defined in these Regulations or in the Act but defined under any law passed by the Parliament applicable to electricity industry in the State, Supply Code and Standards of Performance Regulations shall have the meaning assigned to them in such law.

CHAPTER 2 INTERNAL GRIEVANCE REDRESSAL CELL

2.1 The Distribution Licensee shall have an Internal Grievance Redressal (IGR) Cell to record and redress Grievances in a timely manner. The IGR Cell of the Distribution Licensee shall have office(s) at Sub-division, Divisional and Circle (District) level for ensuring the timely redressal of consumers' grievances in accordance with the guidelines contained in these Regulations.

2.2 The Distribution Licensee shall ensure that franchisee in their area should also have such IGR Cell.

2.3 IGR Cell shall issue speaking order and ensure that the grievances is redressed, within a maximum period of 30 days of filing of the grievance, keeping in view the provisions of applicable Regulations only.

2.4 The jurisdiction of the IGR Cell will be :

(1)     Grievances of Non-monetary/general nature such as relating to quality of supply, defects in service & Standard of Performance by the licensee:

(a)      Divisional level - Grievance of LT supply consumers of the Division

(b)      Circle (District) level- Grievance of HT/EHT supply consumers of the Circle

(2)     Grievance of Monetary nature relating to electricity bills, recovery of arrear, payment of demand raised by the licensee except the cases covered U/s 126 & 135 of the Act:

2.5 A consumer with a Grievance may intimate the IGR Cell of such Grievance in the form and manner and within the time frame as stipulated by the Distribution Licensee in its procedures for redressal of Grievances.

Provided that where such Grievance cannot be made in writing, the IGR Cell shall render all reasonable assistance to the person making the Grievance orally to reduce the same in writing.

2.6 (a) The office of the IGR Cell shall issue acknowledgement of the receipt of the Grievance to the consumer within 24 hrs from the date of receipt of a Grievance. Where the Grievance has been submitted in person, the acknowledgement shall be provided at the time of submission.

Provided that where the Grievance is submitted by email to the IGR Cell acknowledgement of the receipt of the Grievance to the consumer shall be provided by return email as promptly as possible.

Provided further that where the Grievance is submitted by email hard copies of the same shall not be required to be submitted separately to the IGR Cell.

Provided also that the IGR Cells shall keep such electronic records in hard form for ease of retrieval.

(b) Notwithstanding sub-clause (a), the written acknowledgement of receipt of grievance provided by officials of the distribution licensee at the concerned office (who may or may not be the part of the IGR Cell) shall be deemed to be the acknowledgement for the purposes of these Regulations.

Reporting Requirements

2.7 Each IGR Cell shall submit a quarterly report on disposal of Complaints/Grievances to the Corporate Level CGRF. Corporate Level CGRF will have oversight on IGR Cell and shall monitor and review of the working of IGR Cell Regularly.

2.8 Corporate level CGRF shall issue suitable guidelines within one month of coming into force of these Regulations for ensuring that grievances are redressed within the Regulatory framework and IGR Cell passes speaking orders.

Provided that IGR cell shall be set up within three months of coming into force of these Regulations, till then existing mechanism of Redressal of grievance shall continue.

Provided further that while issuing guidelines for the IGR cells it should be ensured that grievances of general nature and grievances such as factual errors, bill correction, correction of arithmetical errors and errors apparent on the record should be redressed promptly at the level of concerned officer only and should not be referred to IGR cell.

2.9 The report should be submitted within 15 days of close of the quarter to which it relates and should be submitted in accordance with the format as specified by Corporate level CGRF.

CHAPTER 3 CONSUMER GRIEVANCE REDRESSAL FORUM

3.1 Zonal Level Forum.

Number, Locations and Sittings of Zonal Level Forum

3.1.1 There shall be a Zonal Level Forum at each zonal headquarter having jurisdiction on the licensee area of entire zone including the franchisee area.

Provided that such Zonal level Forum shall be set up within three months of coming into force of these Regulations, till then existing mechanism of Redressal of grievance shall continue.

Provided further that Commission shall be empowered to create one or more CGRF at appropriate level as per need, based upon nature and pendency of complaints at the zonal level.

3.1.2 The Forum shall have sittings at the zonal headquarters and/or at any other place in the licensee's area as may be decided by the Chairperson depending upon the number of grievances and area of operation subject to the condition that there shall be minimum one sitting every quarter at each of the divisional office in its jurisdiction.

3.1.3 The Forum(s) shall function as per provisions of the Act, Rules and Regulations framed and directions issued by the Commission from time to time. Any undue hindrance in the independent functioning of the Forums can be reported to the Commission.

Appointment of Members of Zonal Level Forum:

3.1.4 Each Zonal Level Forum shall consist of 3 (three) members:

(i)       Chairperson,

(ii)      Finance Member and

(iii)     Independent Member.

The Chairperson and the Finance Member shall be the employee of the licensee; the Independent Member shall be nominated by the Commission.

3.1.5 The members to be appointed/nominated at Zonal Level Forum shall meet the following criteria:

(a)      The Zonal Chief Engineer of the concerned zone shall be the ex-officio Chairperson.

(b)      The Finance Member shall be appointed by the concerned licensee from amongst the serving officers of the company not below the rank of Sr. Accounts officer.

(c)      The Independent Member shall be nominated by the Commission. The Independent Member shall be a person having graduate degree in any field/discipline and shall be an active member for not less than five (5) years of a Registered Society or a Non Governmental Organisation or a Consumer/prosumer Organisation or any other association of person by whatever name called having one of its main objectives as consumer protection or a person voluntarily serving the cause of consumer protection for not less than ten (10) years shall be eligible for being considered by the Commission for such appointment. Persons possessing degree in law shall be preferred. The post of the Independent Member shall be advertised in the press and on the website of the Commission and selection shall be done after conducting personal interaction with the candidate.

(d)      The Licensee shall ensure that none of the posts is kept vacant for more than 30 days.

(e)      By virtue of an appointment as a Member of the CGRF of a Distribution Licensee, the person shall not claim to be a permanent employee of that Distribution Licensee.

3.1.6 In case of end of tenure of the Independent Member of any Forum, applications shall be invited at least three (3) months prior to the end of tenure:

Provided that in case of occurrence of any vacancy in the Forum for the post of the Independent Member of any Forum, by reason of death, resignation or removal, the applications shall be invited, within one (1) month from the date of occurrence of such vacancy.

3.1.7 The Distribution Licensee shall appoint the Independent Member selected by the Commission with effect from the date as indicated by the Commission.

Tenure, Remuneration and Other Expenses of members of Zonal Level Forum

3.1.8 The Independent Member shall hold office for a term of two years from the date he enters upon his office:

Provided that subject to fulfilment of the conditions of eligibility the Independent Member of the Forum shall be eligible for extension for a second term of one year after approval from the Commission:

Provided further that no independent Member shall hold office for more than three (3) years or after attaining the age of sixty-five (65) years, whichever is earlier.

3.1.9 The Independent Member of the Forum shall be paid such consolidated fee per sitting and travelling allowances as may be laid down by the Commission from time to time.

3.1.10 The terms and conditions of service of a member of the Forum who is in the employment of the Licensee shall be governed by the terms and conditions of his employment with such Licensee.

3.1.11 A member of the Forum who is in the employment of the Distribution Licensee shall cease to be member of the Forum on his transfer/resignation/superannuation.

3.1.12 The Independent Member of the Forum may tender his resignation, by giving not less than three (3) months notice in writing to the Appointing Authority. The Appointing Authority may relax the specified period of notice considering the request.

3.1.13 No person shall be appointed and/or be entitled to continue as a Chairperson or Member, if he stands disqualified on account of his:

(a)      having been adjudged insolvent;

(b)      having been convicted of an offence which, in the opinion of the Licensee, involves moral turpitude;

(c)      having become physically or mentally incapable of acting as such member;

(d)      having acquired such financial or other interest as is likely to affect prejudicially his functioning as a member;

(e)      having so abused his position as to render his continuance in office prejudicial to public interest; or

(f)       having been guilty of proved misbehaviour.

(g)      Having become member of any political party

Provided that no member shall be removed from his office on any ground as specified above, unless an independent enquiry is held as per procedure prescribed by the Commission and prior orders of removal are obtained from the Commission.

Member Secretary, Staff and functioning of the Zonal Level Forum

3.1.14 The licensee shall, with the approval of the Commission, specify the human resource and office space requirement. Necessary human resource and space shall be provided by the Licensee.

3.1.15 The distribution licensee shall, at all times, provide human resource and office space required to the forum. Distribution Licensee shall also provide the required secretarial assistance by way of deputation of its staff to the forum.

3.1.16 The finance member shall act as the member secretary of the Forum. There shall be a separate office of the forum. Member secretary and staff of the forum shall work on full time basis.

3.1.17 The staff of the Forum shall:

(a)      receive Grievances and Complaints;

(b)      receive any other documents which may be required to be filed with the Forum;

(c)      maintain record of proceedings;

(d)      circulate matters to members of the Forum for directions and proper orders;

(e)      do all other acts and deeds in compliance with orders issued by the Forum; and

(f)       do all other acts and things required for the functioning and the proceedings of the Forum.

(g)      The office of the Forum shall remain open on all working days and shall observe the working hours of the Licensee.

3.1.18 The Chairperson of the Forum shall exercise general powers of superintendence and administrative control over his office including Members/Member Secretary/Staff and shall be responsible for the conduct of business of the office.

3.2 Corporate Level Forum.

Number, Locations and Sittings of Corporate Level Forum

3.2.1 There shall be a Corporate Level Forum at Corporate headquarter having jurisdiction on the entire licensee area including the franchisee area.

3.2.2 The Forum(s) shall function as per provisions of the Act, Rules and Regulations framed and directions issued by the Commission from time to time. Any undue hindrance in the independent functioning of the Forums can be reported to the Commission

Appointment of Members:

3.2.3     Corporate Level Forum shall consist of 3 (three) members:

(i)       Chairperson,

(ii)      Finance Member and

(iii)     Independent Member. The MD of respective DISCOM shall act as Chairperson and the Finance Member shall be appointed by the licensee; the Independent Member shall be nominated by the Commission.

3.2.4 The members to be appointed/nominated at Corporate Level Forum shall meet the following criteria:

(a)      The MD DISCOM of respective DISCOM shall act as ex-officio Chairperson of the Forum.

(b)      The Finance Member shall be appointed by the concerned licensee from amongst the serving officers of the company not below the rank of Chief Account Officer and shall be posted at the Forum headquarter. The Licensee shall inform the appointment of the Finance Member to the Commission within a week of their appointment.

(c)      The Independent Member shall be nominated by the Commission. The Independent Member shall be a retired judge not below the rank of ADJ. The post of the Independent Member shall be advertised in the press and the website of the Commission and selection shall be done after conducting personal interaction with the candidate.

(d)      The Licensee shall ensure that none of the posts is kept vacant for more than 30 days.

(e)      By virtue of an appointment as a Member of the CGRF of a Distribution Licensee, any person shall not claim to be a permanent employee of that Distribution Licensee.

3.2.5 In case of end of tenure of the Independent Member of any Forum, applications shall be invited at least three(3) months prior to the end of tenure:

Provided that in case of occurrence of any vacancy in the Forum for the post of the Independent Member of any Forum, by reason of death, resignation or removal, the applications shall be invited, within one (1) month from the date of occurrence of such vacancy.

3.2.6 The Distribution Licensee shall appoint the Independent Member selected by the Commission with effect from the date as indicated by the Commission.

Tenure, Remuneration and Other Expenses of corporate level forum

3.2.7 The Independent Member shall hold office for a term of two years from the date he enters upon his office:

Provided that subject to fulfilment of the conditions of eligibility the Independent Member of the Forum shall be eligible for extension for a second term of one year after approval from the Commission:

Provided further that no independent Member shall hold office for more than three (3) years or after attaining the age of sixty-five (65) years, whichever is earlier.

3.2.8 The Independent Member of the Forum shall be paid such consolidated fee per sitting and travelling allowances as may be laid down by the Commission from time to time.

3.2.9 The terms and conditions of service of a member of the Forum who is in the employment of the Licensee shall be governed by the terms and conditions of his employment with such Licensee.

3.2.10 A member of the Forum who is in the employment of the Distribution Licensee shall cease to be member of the Forum on his transfer/resignation/superannuation.

3.2.11 The Independent Member of the Forum may tender his resignation, by giving not less than three (3) months notice in writing to the Appointing Authority. The Appointing Authority may relax the specified period of notice considering the request.

3.2.12 No person shall be appointed and/or be entitled to continue as a Chairperson or Member, if he stands disqualified on account of his:

(a)      having been adjudged insolvent;

(b)      having been convicted of an offence which, in the opinion of the Licensee, involves moral turpitude;

(c)      having become physically or mentally incapable of acting as such member;

(d)      having acquired such financial or other interest as is likely to affect prejudicially his functioning as a member;

(e)      having so abused his position as to render his continuance in office prejudicial to public interest; or

(f)       having been guilty of proved misbehaviour.

(g)      Having become member of any political party

Provided that no member shall be removed from his office on any ground as specified above, unless an independent enquiry is held as per procedure prescribed by the Commission and prior orders of removal are obtained from the Commission.

Member Secretary, Staff and functioning of the Corporate Forum

3.2.13 The licensee shall, with the approval of the Commission, specify the human resource and office space requirement. Necessary human resource and space shall be provided by the Licensee.

3.2.14 The distribution licensee shall, at all times, provide human resource and office space required to the forum. Distribution Licensee shall also provide the required secretarial assistance by way of deputation of its staff to the forum.

3.2.15 The Superintending Engineer (Commercial) shall act as ex-officio secretary of the Forum and shall provide secretarial assistance to the forum.

3.2.16 The staff of the Forum shall:

(a)      receive Grievances and Complaints;

(b)      receive any other documents which may be required to be filed with the Forum;

(c)      maintain record of proceedings;

(d)      circulate matters to members of the Forum for directions and proper orders;

(e)      do all other acts and deeds in compliance with orders issued by the Forum; and

(f)       do all other acts and things required for the functioning and the proceedings of the Forum.

(g)      The office of the Forum shall remain open on all working days and shall observe the working hours of the Licensee.

3.2.17 The Chairperson of the Forum shall exercise general powers of superintendence and administrative control over his office including Members/Member Secretary/Staff and shall be responsible for the conduct of business of the office.

Wide publicity of Forums and IGR Cells

3.3 The name, address, e-mail and telephone numbers of the Zonal/Corporate Forums and the IGR Cells shall be widely publicised through print and electronic media and at notice boards of all the offices of the Licensee and shall be intimated to the Consumers through their Electricity Bills. Every Licensee shall within three (3) months of coming into force of these regulations, provide, information about the Forum/IGR Cells on its websites through which Consumers may retrieve information such as the contact details of the Forum/IGR Cells, the orders and directions (if any) issued by the Forum/IGR Cells and the date of the next hearing.

3.4 The licensee shall also publish a manual for consumers indicating detailed procedure for handling consumer grievances and make it available in all offices of the licensee as well as downloadable from its website.

3.5 The Licensee shall meet all the costs and expenses of the CGRFs including the cost of establishment and staff required to assist the Forum in the discharge of its functions under these Regulations. The Licensee shall keep a separate record for these costs. These costs shall be recovered by the Licensee through their Annual Revenue Requirement.

Procedure for Grievance Redressal

3.6 The jurisdiction of the Forums will be :

(1)     Grievances of Non-monetary/general nature such as relating to quality of supply, defects in service & Standard of Performance by the licensee:

(2)     Grievance of Monetary nature relating to electricity bills, recovery of arrear, payment of demand raised by the licensee except the cases covered U/s 126 & 135 of the Act:

3.7     (1) A Complainant can approach the appropriate Forum in the following events:-

(a)      If the Licensee/IGR Cell fails to register a Complaint; or

(b)      If the Licensee fails to resolve a Complaint through their Internal Grievance Redressal Mechanism in accordance with the Standards of Performance specified by the Commission; or

(c)      If the Consumer/Complainant is not satisfied with the Redressal of the Complaint (including dismissal) even after taking up the issue at the level of division head/circle head or appropriate IGR Cell.

(2) The Forums shall receive the Complaint/Grievance in writing including through registered post/email/online mode. The Complaint/Grievance may be submitted in the format given in Annexure-I. However, no Complaint/Grievance shall be rejected by the Forum merely on the ground that it is not in the prescribed format.

(3) Licensee shall provide a link on its web portal and Mobile App for registration of complaints in CGRF and institute an online tracking system of complaints.

3.8 The Consumer may directly approach the Forum with a Complaint/Grievance at the office of the Forum, which the Forum may forward to the Licensee for the necessary action. In case of urgency of the issue involved, the Forum may initiate the procedure of redressing the Complaint/Grievance at its level.

3.9 The consumer aggrieved by the decision of the Zonal Level Forum or if the grievance not resolved in prescribed time may appeal at the Corporate level Forum before making a representation to the Electricity Ombudsman.

3.10 On receipt of the grievance, the Member Secretary or any other person, as may be authorized by the Forum, shall make an endorsement on the grievance subscribing his dated initial and shall send an acknowledgement to the complainant immediately on receipt of the grievance.

3.11 Grievances received shall be registered and serially numbered for each year, and shall be referred e.g. C.G. No. 1/2019, 2/2019,.., 1/2020, 2/2020,.. and so on.

3.12 A copy of the grievance shall be forwarded within three (3) days of receipt, to the designated circle wise authorised officer of the licensee for redressal or to file its reply in writing. Such officer shall be designated by licensee within three (3) month of the issue of this regulation.

3.13 The Distribution Licensee shall, within seven (7) days of intimation from the Forum or within such other time as may be directed, furnish its issue-wise comments on the grievance, to the Forum with a copy to the consumer and if there is any failure by the Distribution Licensee in providing such comments, the Forum may proceed on the basis of the material available on record.

3.14 The Forum shall notify the Distribution Licensee and the complainant, the date of hearing of the grievance in writing, giving sufficient advance notice, of not less than five (5) days. Such information shall also be displayed on the website of the licensee. The Forum wise link should be available on the website of the licensee.

3.15 A Complainant, Distribution Licensee or any other person who is a party to any proceedings before the Forum may either appear in person or authorise any person other than an Advocate (within the meaning of the Advocates Act, 1961) to present his case before the Forum and to do all or any of the acts for the purpose.

3.16 Where any person who has been a party to the proceedings before the Forum fails to appear, on the date of hearing as may be fixed, on more than two consecutive occasions, in this behalf, the Forum may decide the grievance ex-parte:

Provided that no adjournment shall ordinarily be granted by the Forum unless sufficient cause is shown and the reasons for the grant of adjournment have been recorded in writing by the Forum.

3.17 The Forum may call any officer/any record or information of the Distribution Licensee or from the complainant for examination and disposal of the Grievance, and the parties shall be under obligation to provide such information, document or record as the Forum may call for. The Forum may undertake site inspection or direct the licensee for the same if necessary in the interest of grievance redressal.

Provided that if a party fails to furnish such information, document or record and the Forum is satisfied that the party in possession of the record is withholding it deliberately, it may draw an adverse inference.

3.18 On receipt of the comments from the Distribution Licensee or otherwise and after conducting or having such inquiry or local inspection conducted as the Forum may consider necessary, and after affording reasonable opportunity of hearing to the parties, the Forum shall, pass appropriate orders for disposal of the grievance, within a period of 30 days and in any case not exceeding 45 days of filing of the grievance.

3.19 The proceedings and decision(s) of the Forum shall be recorded and shall be supported by reasons.

3.20 Forum shall issue speaking order and ensure that the grievances is redressed keeping in view the provisions of applicable Regulations only.

3.21 The quorum for any sitting of the Forum shall be two (2). Each member shall have one vote. If the matter is heard by two members only i.e. Chairperson and Independent Member or Finance Member, then Chairperson shall have a casting vote in case of tie. Where the matter is heard by the Independent Member and Finance Member, the Independent Member shall have a casting vote in case of tie.

3.22 A certified copy of the order of the Forum shall be delivered to the parties in writing within three (3) days from the date of order. Such order shall also be displayed on the website of the licensee.

3.23 The forum may pass such interim orders, on the request of the consumer as the forum considers appropriate pending final decision on the Grievance.

3.24 The Forum may settle any grievance in terms of an agreement reached between the parties at any stage of the proceedings before it.

3.25 The Forum shall not be bound to follow the procedure prescribed in the Civil Procedure Code 1908 (Act 5 of 1908) and subject to these Regulations, the Forum may evolve procedure conforming to the principles of fair play and natural justice for efficient discharge of its functions.

3.26 The order of the Forum shall invariably mention the contact details of the Electricity Ombudsman appointed or designated by the Commission and the period within which representation, if any, to be made to the Ombudsman under these Regulations.

3.27 The Licensee shall comply with the order of the Forum within a month . The designated officer concerned of the Licensee shall furnish a compliance report on the order of the Forum within 7 days from the date of compliance, to the Forum and to the Complainant.

3.28 Non-compliance of the Forum Orders shall be considered as violation of these Regulations and shall be liable for appropriate action by the Commission under Sections 142 and 146 of the Act.

3.29 The distribution licensee shall set up a mechanism for monitoring of the grievance Redressal.

Reporting Requirements

3.30 The Licensee shall submit a quarterly report of IGR Cells and Forums on disposal of Complaints/Grievances to the Commission and Ombudsman. The report should be submitted within 15 days of close of the quarter to which it relates.

3.31 The quarterly report should be submitted in accordance with the format as specified in Annexure-II.

3.32 The Licensee shall also furnish a yearly report containing a general review of activities of the IGR Cells and Forums during the financial year to the Commission and Ombudsman.

3.33 The report should be submitted within 45 days of close of the financial year to which it relates. Reports received by the Commission as above shall be placed on the Commission's website. Commission may also review the performance of Grievance Redressal Forums from time to time.

Representation before the Ombudsman

3.34 A Complainant may prefer a representation before the Ombudsman appointed/designated by the Commission under the following circumstances:

(a)      If the Complainant is aggrieved by the non-redressal of the Grievance by the Corporate Level/Zonal level Forum within the period specified. Ombudsman can be approached any time after the expiry of the specified period. In such cases the proceeding pending with the Forum shall be shifted to the Ombudsman.

(b)      If the Complainant is aggrieved with the order passed by the Forum. Such a representation may be made within a period of 30 days of the issue of order or expiry of the time limit specified for redressal of the grievance by the Forum.

3.35 In case a settlement is reached as per sub-regulation 3.24 consumer shall have no right to make a representation before the ombudsman.

CHAPTER 4 ELECTRICITY OMBUDSMAN

4. Appointment of Ombudsman.

4.1   The Commission shall designate or appoint a person to be known as Ombudsman to carry out the functions entrusted to him by the Act and these Regulations. Based on the need the Commission may appoint more than one Ombudsman.

4.2   The franchisee areas of the respective Discom shall also fall in his jurisdiction.

4.3   The Commission shall invite applications through public advertisement for appointment of the Ombudsman. The Commission shall form a selection committee for selection of the Ombudsman.

Provided that in case of superannuation or end of tenure of the Electricity Ombudsman, applications shall be invited at least six (6) months prior to the date of superannuation or the end of tenure, as the case may be:

Provided further that in case of occurrence of vacancy for the post of Electricity Ombudsman, by reason of death, resignation or removal, the applications shall be invited, within one (1) month from the date of occurrence of such vacancy.

4.4   The retired engineers of State Power distribution companies or RERC having retired not below the rank of Chief Engineer/Director or a person retired not below the rank of District Judge shall be eligible for appointment as Ombudsman subject to the condition that the retired engineer who has not completed two (2) years of retirement shall not be eligible for appointment in the same distribution company.

Term of Office and Condition of Service

4.5   The Electricity Ombudsman shall hold office for a term of two(2) years from the date he enters upon his office subject to further extension of one (1) year.

4.6   The Ombudsman shall not hold office after attaining the age of sixty-five (65) years. For appointment of Ombudsman minimum and maximum age limit would be 59 and 62 years on the date of advertisement.

4.7   The consolidated remuneration of the Ombudsman shall be such as may be laid down by the Commission from time to time through separate order.

Provided that the consolidated remuneration of the Ombudsman shall not be varied to their disadvantage after appointment or extension.

4.8   The post of Ombudsman being a full time post, he shall devote his whole time to the affairs of the Office of the Ombudsman, and shall not hold any office of profit during his tenure.

Disqualification and Removal of Ombudsman

4.9   No person shall be appointed and/or be entitled to continue as an Ombudsman if he/she stands disqualified on account of his/her

(a)      Having been adjudged an insolvent;

(b)      Having been convicted of an offence which, in the opinion of the Commission, involves moral turpitude;

(c)      Having become physically or mentally incapable of acting as an Ombudsman;

(d)      Having acquired such financial or other interest as is likely to affect prejudicially his/her functions as an Ombudsman;

(e)      Having so abused his/her position as to render his/her continuance in office prejudicial to public interest; or

(f)       Having been guilty of proven misbehaviour

(g)      Having become member of any political party.

4.10 An existing Ombudsman shall be removed by the Commission from his office forthwith on account of any of the aforesaid disqualifications arising or being discovered. Provided that the Ombudsman shall not be removed from his/her office on any ground specified in the aforesaid sub-clauses unless the Commission has, on an inquiry, concluded that the person ought, on such ground or grounds, be removed.

4.11 The Ombudsman may relinquish his/her office by giving prior notice in writing of not less than three (3) months to the Commission. Similarly, if the Ombudsman is removed by the Commission, the Commission shall give prior notice in writing of not less than three (3) months to the Ombudsman.

Office of the Ombudsman

4.12 The office of the Ombudsman shall be at Jaipur. In case Commission appoints one Ombudsman for each Discom separately, the Ombudsman's office/offices shall be located at the headquarter city of the respective Discom. However, the Ombudsman may hold hearings or proceedings at various places within his jurisdiction area in order to expedite disposal of the representations.

4.13 The Commission shall provide the Ombudsman a secretariat. The staff strength of the said secretariat and terms and conditions of appointment of the staff shall be determined by the Commission from time to time. If need be, Ombudsman may take support services from Discom on secondment basis with the approval of Chairman, RERC.

4.14 All the expenses of the Ombudsman's office including that of the secretariat shall be borne by the Commission.

4.15 The name, location, email address and telephone numbers of the Ombudsmen shall be widely publicised through newspapers, and displayed on the websites and the offices of the Licensees and the Commission and shall be intimated to the Consumers through electricity bills. They may also be publicised through electronic media.

Powers and Functions of the Ombudsman

4.16 The Ombudsman shall have the following powers and duties:

(a)      To receive Representations, consider such Representations and facilitate settlement by agreement, through conciliation and mediation between the Licensee and Complainant, and pass an order in accordance with these Regulations where such conciliation is not reached.

(b)      The Ombudsman shall in the first instance act as a counsellor and mediator in matters which are the subject matter of the Representation.

(c)      The Ombudsman shall exercise general powers of superintendence and control over its office and shall be responsible for the conduct of business thereat.

(d)      Ombudsman may also entertain a representation after the expiry of the prescribed period of 30 days, if the Ombudsman is satisfied that there is sufficient cause for not filing it within that period. In such cases the Ombudsman shall record the reasons for entertaining the representations in its order.

(e)      Upon request of the Complainant, the Ombudsman may issue such interim orders at any stage during the disposal of the representation as it may consider necessary.

Provided that the Ombudsman shall have the powers to pass such an interim order in any proceeding, hearing or matter before it, as it may consider appropriate, if the Complainant satisfies the Ombudsman that prima facie the Distribution Licensee has threatened or is likely to remove or disconnect the electricity connection, and has or is likely to contravene any of the provisions of the Act or any rules and regulations made there under or any order of the Commission, provided that, the Ombudsman has jurisdiction on such matters.

Provided further that, except where it appears that the object of passing the interim order would be defeated by delay, no such interim order shall be passed unless the opposite party has been given an opportunity of being heard.

Procedure to be followed by the Ombudsman

4.17 The Representation shall be in writing, duly signed by the Complainant or his authorized representative, including email mode, and shall contain the name and address of the Complainant, the facts giving rise to the Grievance supported by documents, if any, and may specify the relief sought from the Ombudsman.

4.18 The Representation may be submitted in the format given in Annexure-III. However, no Representation shall be rejected by the Ombudsman merely on the ground that it is not in the prescribed format.

4.19 The Ombudsman shall acknowledge the receipt of the Representation in the following manner:

(a)      Immediately on submission if the Representation is delivered personally; or

(b)      By Post/email within two (2) working days of receipt of the Representation if the same is received through post/courier/email.

The Ombudsman, while issuing acknowledgement, shall assign a unique case number and date to each Representation accepted by it.

4.20 The Ombudsman shall maintain true and correct records of all Representations received from time to time.

Promotion of Settlement by Conciliation

4.21 As soon as it may be practicable to do so but not later than one week from the date of receipt of the representation, the Ombudsman shall serve a notice to the concerned officer of the Licensee named in the representation along with a copy of the representation and endeavour to promote a settlement of the representation by mutual agreement between the Complainant and the Licensee through conciliation or mediation.

4.22 For the purpose of facilitating settlement of the representation, the Ombudsman may follow such procedures, as he may consider appropriate.

4.23 When a representation is settled through mediation of the Ombudsman, the Ombudsman shall make a recommendation which he thinks fair in the circumstances of the case. The copies of the recommendation shall be sent to the Complainant and the Licensee.

4.24 If the Complainant and the Licensee accept the recommendation of the Ombudsman, they will send a communication in writing within 15 days of the date of receipt of the recommendation. They will confirm their acceptance to the Ombudsman and state clearly that the settlement communicated is acceptable to them, in totality, in terms of the recommendations made by the Ombudsman, and are in full and final settlement of the representation.

4.25 The Ombudsman shall make a record of such an agreement as his/her orders and thereafter close the case. Such a settlement shall have to be complied by the licensee/complainant within 15 days of the order of the Ombudsman. No appeal/review shall lie against such a settlement.

Hearing of Representations

4.26 After registering the representation, the Ombudsman, within seven (7) days of registration, shall call for records relating to the representation from the concerned Forum. The concerned Forum shall send the entire records within seven (7) days from the date of receipt of such notice, to the office of the Ombudsman.

4.27 The Ombudsman may require the Licensee or any of the officials, representatives or agents of the Licensee to furnish documents, books, information, data and details as may be required to decide the representation and the Licensee shall duly comply with such requirements of the Ombudsman.

4.28 The Ombudsman may hear the parties and may direct the parties to submit written statements of submissions in the matter.

4.29 A Complainant, Distribution Licensee or any other person who is a party to any proceedings before the Ombudsman may either appear in person or authorise any person including an Advocate to present his/her case before the Ombudsman and to do all or any of the acts for the purpose.

4.30 Where the Complainant or the Licensee or their representative fails to appear before the Ombudsman on the date fixed for hearing on more than two (2) occasions, the Ombudsman may decide the representation ex-parte.

4.31 No adjournment shall ordinarily be granted by the Ombudsman unless sufficient cause is shown and the reasons for grant of adjournment have been recorded in writing by the Ombudsman.

4.32 Where the representation is not settled by agreement within a period of 30 days from the date of receipt of the representation or such extended period the Ombudsman may deem fit duly considering the overall time limit specified, the Ombudsman may determine the manner, the place, the date and the time of the hearing of the matter as the Ombudsman considers appropriate.

Issue of Order

4.33 The Ombudsman shall decide the matter on the submissions of the parties, after providing them an opportunity of being heard. The Ombudsman shall pass a speaking order with detailed reasoning. While making an order, the Ombudsman shall be guided by the evidence adduced by the parties, the principles of applicable laws including Rules and Regulations issued under the relevant laws, guidelines, directions and instructions of a general nature, issued by the Commission from time to time, prudent industry practices and such other factors which in its opinion are necessary in the interest of justice.

4.34 The Ombudsman shall pass an order as early as possible but in any case, within 45 days from the date of receipt of the Representation. Where there is delay in disposal of a Representation within the aforesaid period, the Ombudsman shall record the reasons for such delay.

4.35 The order passed by the Ombudsman shall set out:

(a)      issues arising from the proceedings before it;

(b)      issue-wise decision;

(c)      reasons for passing the order;

(d)      directions, if any, to the Distribution Licensee or Complainant or any other order, deemed appropriate in the facts and circumstances of the case.

4.36 The Ombudsman shall have the power to impose costs upon either of the parties, as it may deem appropriate in the circumstances before it.

4.37 A copy of the order shall be sent to the Complainant and the Licensee concerned and shall also be displayed on the website of the Commission.

4.38 The Licensee shall duly comply with and implement the decision of the Ombudsman within 30 days of issue of the Order or within time period as mentioned in the order.

4.39 Non-compliance of the Ombudsman's Orders shall be considered as violation of these Regulations and shall be liable for appropriate action by the Commission under Sections 142 and 146 read with Section 149 of the Act.

4.40 The orders of the Ombudsman shall be final and binding on the parties. No party can file an appeal before the Commission against the order. However, the rights of Complainant and Licensee to file an appeal before the judicial bodies shall remain protected. The filing of an appeal shall not tantamount to stay on the order of the Ombudsman unless such stay is specifically granted.

4.41 In the event of non-compliance/non-implementation of any order passed by the Ombudsman by licensee, the consumer may approach the Commission for the enforcement of the order within a period of 30 days of the passing of the order or from the expiry of the time granted for the implementation of the order by the Ombudsman, whichever is later. The Commission may issue any order (including an order imposing fines and penalties on the Licensees, as provided for under the Act and under these regulations) or take any other steps, as it deems appropriate for the enforcement of the order.

4.42 The Ombudsman shall be guided by such factors which in the opinion of the Ombudsman are necessary in the interest of justice and shall ensure transparency while exercising its powers and discharging its functions in compliance with the principles of natural justice:

Provided that the Ombudsman shall not be bound by the Code of Civil Procedure, 1908 (5 of 1908) or the Indian Evidence Act, 1872 (1 of 1872) as in force from time to time.

Reporting Requirements

4.43 The Ombudsman shall submit to the Commission and the State Government a quarterly report on all the Representations filed before it during the period. The report should be submitted within 45 days of close of the period to which it relates.

4.44 The report shall also cover:

(a)      opinion of the Ombudsman on compliance of Standards of Performance particularly the performance of the internal grievance redressal mechanism by the Licensee

(b)      key directions issued by the Ombudsman to the Licensee and/or the Consumer in the order(s);

(c)      compliance of its order(s) by the Licensee and/or the Consumer.

4.45 The Ombudsman shall also furnish a quarterly report to the Commission as per Annexure-IV of these Regulations.

4.46 The Ombudsman shall also furnish a yearly report containing a general review of activities of the Ombudsman's office during the financial year to the Commission. The report should be submitted within 45 days of close of the financial year to which it relates.

4.47 Reports received by the Commission as per Clause 3.30, 3.32 and 3.33 above shall be placed on the Commission's website. Commission may also review the performance of the Ombudsman from time to time.

Inspection of Records and Supply of Certified Copies

4.48 The Complainant and the Licensee shall be entitled to obtain certified copies of the orders, decisions, directions and reasons in support thereof given by the Ombudsman in respect of the Representation.

4.49 Any person/Consumer shall be entitled to a copy of the orders of the Ombudsman subject to the payment of reasonable cost and compliance with other terms, as the Ombudsman may direct.

Information on Website

4.50 The information about the Ombudsman and other details such as the date of next hearings, the order(s) passed by the Ombudsman for the consumers/complainants etc. shall be available on the Commission's website. The Ombudsman shall keep all such information updated from time to time.

Power to Call for Information

4.51 For the purpose of carrying out its duties, the Ombudsman may require either party to furnish any information or certified copies of any document relating to the subject matter of the Representation, which is or is alleged to be in the knowledge or possession of such party, within 15 days of such request:

Provided that in the event of failure of a Licensee to comply with the requisition without any sufficient cause, the Ombudsman may, if he deems fit, proceed to settle the case on the basis of available records.

4.52 The Ombudsman may also direct the Licensee to undertake an inspection or engage a third party to undertake such inspection, as may be required for expeditious disposal of the Representation and redressal of the Grievance.

CHAPTER 5

5. Consumer Advocacy Cell.

5.1   A Consumer Advocacy Cell may be constituted by the Commission to provide the required legal advice, support, and assistance to Complainants for representing their cases. Commission may also take assistance of advocates as well as NGO's working in the field of consumer affairs. For this purpose, Commission may decide their remuneration.

5.2   Such a Cell shall be funded by the Commission.

5.3   The Cell may also perform additional functions as specified below:

(a)      Half-yearly review of grievances, representations and reports submitted by the Forum and the Ombudsman in order to advise the Commission on improvements to be made in the Regulations.

(b)      Analysis of reports submitted by the licensee with regards to levels of performance achieved on performance standards specified under Section 57 of the Act.

(c)      Facilitate capacity building of consumer groups and ensure their effective representation for enhancing the efficacy of regulatory processes.

(d)      The Advocacy Cell may organise seminars, group discussions, convention, workshops, talk shows and public awareness campaign to create awareness and educate the consumer about their rights on various consumer issues including safety and energy conservation. This cell shall be authorised to direct licensee to send their officers in such program organised by it.

5.4   The Commission shall issue guidelines to operationalise the consumer Advocacy cell.

CHAPTER 6 MISCELLANEOUS

6. Repeal and Savings.

6.1   The following existing regulations are hereby repealed-

(a)      Rajasthan Electricity Regulatory Commission (Guidelines for Redressal of Grievances), Regulation, 2008 issued vide RERC/Secy/Reg. 73 dated 01.03.2008.

(b)      Rajasthan Electricity Regulatory Commission (settlement of Disputes by Electricity Ombudsman), Regulation, 2010 issued vide RERC/Secy/Reg. 80 dated 23.03.2010 with its subsequent amendment vide Regulation no. 91 dated 22.03.2012 and Regulation no. 133 dated 22.01.2020.

(c)      Notwithstanding such repeal, the redressal or settlement of pending grievances and representations, respectively, made before coming into force of the Rajasthan Electricity Regulatory Commission (Consumer Grievance Redressal Forum, Electricity Ombudsman and Consumer Advocacy) Regulations, 2021, shall continue to be governed by the provisions of the earlier Regulations.

Power to Amend

6.2   The Commission may, at any time add, modify, delete or amend any provision of these Regulations subject to the provision of the Electricity Act, 2003.

Powers to remove difficulties

6.3   If any difficulty arises in giving effect to any of the provisions of these Regulations, the Commission may make such provisions not inconsistent with the provisions of this Act, as may appear to be necessary for removing the difficulty.

Inherent powers of the Commission

6.4   Nothing in these Regulations shall be deemed to limit or otherwise affect the inherent powers of the Commission to make such orders as may be necessary for ends of justice or to prevent the abuse of process of the Commission.

 

ANNEXURE I

APPLICATION TO FORUM FOR REDRESSAL OF GRIEVANCE

__________________

-

-

 

(1)     Name of the Complainant: ____________________________________________

(2)     Full address of the Complainant: _____________________________________________________________________

Pin code: __________________

Phone No./Mobile No.: _________________________

E-mail ID: ________________________________

(3)     Nature of Connection and Consumer No. (in case of having applied for a connection, state the application number) _____________________________________________________________________________________________

(4)     Distribution Licensee: _______________________________

(5)     Name of the Sub-Division/Division/Circle [IGR Cell] and date on which complaint lodged with the licensee: _____________________________________________ (enclose copy of order, if any)

(6)     Name of the Zonal Forum where complaint lodged(in case of appeal to Corporate Level CGRF) : _____________________________________________ (enclose copy of order, if any)

(7)     Category of grievance (please tick the relevant box/boxes):

 Wrong billing

 Recovery of arrears

 Faulty meter

 Burnt meter

 Supply interruption

 Harmonics in supply

 Supply voltage related

 Deficient service

 Delay in providing new connection

 Reconnection

 Change in connected load

 Transfer of connection

 Others (please specify)

(8)     Name of the employee/employees (specify employee ID or department) or department against whom grievance has been filed (if any):

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

__________________________________________________

(9)     Details of the complainant, facts giving rise to the grievance (if space is not sufficient please attach separate sheet)

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

___________________________________________________________________________________

__________________________________________________

(10)   Nature of relief sought from the Forum

___________________________________________________________________________________

___________________________________________________________________________________

__________________________________________________________

(11)   List of document enclosed (please enclose copies of any relevant document which support the facts giving rise to the grievance)

__________________________________________________

__________________________________________________

__________________________________________________

(12)   Declaration

(a)      I/We, the Complainant/s herein declare that:

(i)       the information furnished herein above is true and correct; and

(ii)      I/We have not concealed or misrepresented any fact stated herein above and the documents submitted herewith.

(b)      The subject matter of the present Grievance has never been submitted to the Forum by me/or by anyone of us or by any of the parties concerned with the subject matter to the best of my/our knowledge.

(c)      The subject matter of my/our Grievance has not been settled through the Forum in any previous proceedings.

(d)      The subject matter of my/our Grievance has not been decided by any competent authority/court/arbitrator, and is not pending before any such authority/court/arbitrator.

Yours faithfully

(Signature)

(Complainant's name in block letters)

NOMINATION - (If the Complainant wants to nominate his representative to appear and make submissions on his behalf before the Forum, the following declaration should be submitted.)

I/We the above named consumer hereby nominate Shri/Smt. ____________________________ whose address is _____________________________________________________________________________________________________________________________________________________as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us. He/she has signed below in my/our presence.

ACCEPTED

(Signature of Representative)

(Signature of Complainant)

 

ANNEXURE II

FORMAT FOR FURNISHING QUARTERLY REPORT BY FORUM

Name of the Forum: ______________________

Quarter: ____________________ Financial Year: __________________

Format-I

Format-II

Status of implementation of order of CGRF issued in favour of consumers (during the current quarter)

Format-II

Status of pending implementation of order of CGRF issued in favour of consumers (during the previous quarters)

 

ANNEXURE III

APPLICATION TO OMBUDSMAN FOR REDRESSAL OF GRIEVANCE

Date: __________________

To

The Ombudsman

(specify full address)

Dear Sir/madam

Sub: - (please make a mention of the order of the Forum against which a representation to the Ombudsman is being made)

Details of the grievance are as under:

(1)     Name of the Complainant: ____________________________________________

(2)     Full address of the

Complainant: _____________________________________________________________________

Pin code: __________________

Phone No./Mobile No.: _________________________

E-mail ID: ________________________________

(3)     Nature of Connection and Consumer No. (in case of having applied for a connection, state the application number)

_____________________________________________________________________

________________________

(4)     Distribution Licensee: ______________

(5)     Name and address of the Forum: ________________________

(6)     Date of submission of grievance by the Complainant to the Forum (please enclose a copy of the complainant/grievance):

_____________________________________________________________________

_____________________________________

(7)     Details of the representation, facts giving rise to the representation (if space is not sufficient please attach separate sheet):

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

__________________________________________

(8)     Whether the consumer has received the final decision of the Forum (if yes, please enclose copy of the Forum's order conveying its final decision)

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

____

(9)     Nature of relief sought from the Ombudsman

_____________________________________________________________________

_____________________________________________________________________

________________________________________________

(10)   List of document enclosed (please enclose three copies of all relevant document which support the facts giving rise to the grievance)

__________________________________________

__________________________________________

__________________________________________

(11)   Declaration

(a)      I/We, the Complainant/s herein declare that:

(i)       the information furnished herein above is true and correct; and

(ii)      I/We have not concealed or misrepresented any fact stated herein above and the documents submitted herewith.

(b)      The subject matter of the present Grievance has never been submitted to the Forum by me/or by anyone of us or by any of the parties concerned with the subject matter to the best of my/our knowledge.

(c)      The subject matter of my/our Grievance has not been settled through the Forum in any previous proceedings.

(d)      The subject matter of my/our Grievance has not been decided by any competent authority/court/arbitrator, and is not pending before any such authority/court/arbitrator.

Yours faithfully

(Signature)

(Complainant's name in block letters)

NOMINATION - (If the Complainant wants to nominate his representative to appear and make submissions on his behalf before the Forum, the following declaration should be submitted.)

I/We the above named consumer hereby nominate Shri/Smt ____________________________ whose address is _____________________________________________________________________________________________________________________________________________________as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us. He/she has signed below in my/our presence.

ACCEPTED

(Signature of Representative)

(Signature of Complainant)

 

ANNEXURE IV

FORMAT FOR FURNISHING QUARTERLY REPORT BY OMBUDSMAN