Redressal Of Consumer Grievances

Notice    Brihan Mumbai Electric Supply & Transport Undertaking (Of the Municipal Corporation of Greater Mumbai) “Procedures for Redressal Of Consumer Grievences” DOWNLOAD PROCEDURES    As per Section 3.3 of Maharashtra Electricity Regulatory Commission (Consumer Grievance Redressal Forum & Ombudsman) Regulations, 2003 we are publishing herewith the draft rules and procedures for redressal of grievances which are made available to the public. We hereby invite comments from our consumers which could be submitted to Deputy Chief Engineer (General), MERC Cell, having his office at 1st floor, Vidyut Building, Pathakwadi, Mumbai 400 002 on or before 25th February, 2004 to enable us to finalise these rules and procedures considering the comments.   Procedure for redressal of consumer grievance is given below :   1.0 Supply Related Complaints. (24 Hrs Fuse Centres)   General Requirements :   For any supply related grievances like Fuse Blown (No Supply) / Burnt Meter / Shock / Fire / Building Collapse / Water Falling on service position / Voltage fluctuations etc, the consumers shall lodge the complaints in the respective Fuse Control Centres of their area. (List attached – Annexure A) by providing the following details.   1. Bill No./ Meter No./ Installation No – (Any one of ) 2. Telephone no.(s), 3. Address and nearest landmark 4. Brief description of the complaint.   Procedure for Redressal :   a) After lodging the complaint, BEST’s Fuse-man will inspect the site and in most cases restore the supply. In case of faulty or burnt meter, he will consult the concerned officers and will replace the same either from local fuse centers or from a centralised location. The fuse-man will request the consumer to give an Undertaking on a form which is available with him agreeing to make the payment of burnt meter charges through the subsequent electricity bills and also for amendment of electricity bills if necessary.   b) In case of Shock / Fire / Building Collapse / Water Falling on service position, the supply to the entire building will be disconnected either by Fire Brigade or by BEST whoever is reaching the site first. The supply will be restored only after the installation is set right by the consumer through Licensed Electrical Contractor and permission from Electrical Inspector / Fire Brigade is submitted wherever necessary. 2.0 Billing Complaints :- General Requirements : For all billing complaints such as High Consumption, Stopped Meter, Change in Name and Address, Disconnection of meter of vacant premises, Reconnection of supply, Refund of Security Deposit etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached – Annexure A) by providing the following details :-     1. Bill No. 2. Telephone No. 3. Address 4. Details of the complaint   Procedure for Redressal :   a) On receipt of the complaint and its scrutiny, if it is found necessary, inspection and site testing of the meter will be carried out. If the meter is found to be stopped or defective, the meter will be replaced after obtaining Undertaking from the consumer, agreeing to pay the amended bills issued subsequently. b) For Change of Name and correction in address, consumers will have to submit the duly completed Change of Name form along with prescribed fees, documentary evidence in the office. Necessary Security Deposit towards 3 months electricity consumption will also have to be paid. Changes will be made in the subsequent bills after due verification on site. c) For refund of Security Deposit the consumer is required to surrender the original receipts duly discharged along with an application for refund. On receipt of the same, the consumer will be intimated by sending a postcard for collecting the cheque /cash. 3.0 Complaints about obtaining supply:   General Requirements : For all complaints about obtaining supply in case of New Connections, Additional load, Shifting of service cable / meter, Reconnection / Disconnection, Temporary supply etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached – Annexure A) by providing the following details :- 1. Details of requisition no. and date 2. Description of the complaint   Procedure for Redressal :   a) Generally the electric supply will be connected within one month of the receipt of the completed application in normal circumstances in case of New Connection, Additional load, Reconnection, Temporary supply etc b) The cases requiring extension of Distribution Mains, Laying of new service and Commissioning of new Sub Stations, the supply shall be provided immediately after obtaining statutory permissions and execution of the jobs.   4.0 General Complaints :   General Requirements :   For all the complaints of the consumers about other departments of BEST such as Vigilance Department, Operation & Maintenance Department, Erection Department, Street Lighting Department, Energy Audit Department etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached – Annexure A) by providing the following details :-     1. Name and address of complainant 2. Telephone No. 3. Description of the complaint 4. Bill No. / Installation No. / Meter No. – if any Procedure for Redressal :   In case of complaints about theft of electric supply / tampering of meter and complaints related to other departments of BEST, the same will be forwarded by the Complaint Officer to the respective departments and the complainant will be informed accordingly. 5. Format and Time Schedule: In order to expedite the disposal of complaint, the consumer shall lodge the complaint in the format enclosed in Annexure C and within one month of the cause of the complaint.   Note : The Consumer may contact the next higher authority (List attached – Annexure B) if they are not satisfied with their redressal of grievance. List of Officers To Be Contacted – Annexure A Authority to be contacted Next No.     South Zone Colaba 2 218 4242 } }   Fuse Blown, LT / HT Off Supply Pathakwadi 2 208 4242 } } Ground floor         } Pathakwadi } Vidyut Bldg.,         } 2 2086611 } Pathakwadi     Tardeo 2 309 4242 } } Mumbai 2     Masjid 2 347 4242 }     “No Supply” Complaints           North Zone Dadar 2 412 4242 } Dadar } Transportation Engr.   Fuse Blown, LT / HT Off Supply     } 2 4128683 } Bldg., Tilak Rd, Dadar-14     Worli 2 495 4242 } Worli } Worli Naka,         } 2 4926611 } G.K. Kadam Marg,     Suparibaug 2 411 4242 } } Worli, Mumbai 18     Mahim 2 444 4242 } Mahim } Mahim Bus depot 2 For Supply Related Complaints Fuse Controller           at :         South Zone Colaba 2 218 4242 Supdt(IF) 1st Floor,   Burnt Meter,Shock, Pathakwadi 2 208 4242 A,B& C wards Electric House,   Fire,Building Collapse,Water     2 285 6262 Colaba -39   Falling on Service Position     Extn. 514     Voltage Fluctitations etc. Tardeo 2 309 4242 A.E. (IF) 1st floor,     Masjid 2 347 4242 D & E wards Mumbai Central         2 301 6730 Depot, M-8   North Zone Dadar 2 412 4242 A.E. (IF) } 2nd floor,   Burnt Meter,Shock,     E, F/S & F/N } Transportation   Fire,Building Collapse,Water     2 414 6262 } Engr.Bldg.,   Falling on Service Position Worli 2 495 4242 Ext -515 } Tilak Rd.,   Voltage Fluctitations etc.     A.E. (IF) } Dadar     Suparibaug 2 411 4242 G/S, G/N } Mumbai 14     Mahim 2 444 4242 Ext -515     South Zone Complaint Officer 2 285 6262 AE A &B Ground Floor, .   High Consumption, Stopped Meter, A Ward Ext. 552 2 288 1483 Electric House,   Change in Name / Address,       Colaba   Refund of Security Deposit, Complaint Officer 2 285 6262 AE A &B Ground Floor, .   Complaints of billing B Ward Ext. 551 2 288 1483 Electric House,   under cycle 19 etc.       Colaba     Complaint Officer 2 200 3579 DyE.Con 3rd Floor, Vidyut Bldg,     Complaint Officer 2 309 3045 Supdt.Con D&E }           Mumbai 14     Complaint Officer 2 4146262 Supdt.Con 2nd floor, Trans.Engg.     G/S Ward Ext.546 (F/S & G/S) Bldg., Tilak Rd., Dadar ,         24183276 Mumbai 14     Complaint Officer 2 4146262 DyE.Con 1st floor, Trans.Engg.     G/N Ward Ext.555 Ext.548 Bldg., Tilak Rd., Dadar ,           Mumbai 14 4 Complaints of Obtaining Supply           New Connections, Additional Load, A Ward Ext.516 2 281 1253 House, Colaba   Shifting of service cable / meter           Reconnection / Disconnection Complaint Officer 2 285 6262 AE(B) 6th Floor, Multi   Temporary Supply etc. B Ward Ext.526 2 281 1256 Storied Bldg., Colaba.     Complaint Officer 2 201 1995 AE(C) 3rd Floor, Vidyut     C Ward   2 307 8736 Bldg, PathakWadi           Mumbai-2     Complaint Officer 2 300 3405 AE(D) 3rd Floor, New   New Connections, Additional Load, E & F/S Ward Ext.512 E & F/S Tilak Rd., Dadar.Bldg.   Shifting of service cable / meter     2 4124285 Mumbai 14   Reconnection / Disconnection           Temporary Supply etc. Complaint Officer 2 4146262 AE (F / N) 2nd floor, Trans.Engg. List of Officers To Be Contacted – Annexure B Sr. Nature of Complaint Next Higher Authority to be contacted with Contact No. & Address   Burnt Meter,Shock, Commercial (North)     Refund of Security Deposit, 2nd Floor, Transpor-   4 Complaints of Obtaining Supply       New Connections, Additional Load, Commercial (South)     Shifting of service cable / meter 2 2841071     Reconnection / Disconnection 2 285 6262 Ext. 511     Temporary Supply etc. House, Colaba             New Connections, Additional Load, Commercial (North)     Shifting of service cable / meter 2 4120238     Reconnection / Disconnection 2 4146262 Ext.511     Temporary Supply etc. 2nd Floor, Transpor-   CONSUMERS / COMMERCIAL (SOUTH / NORTH ) DIVISION FORM FOR CONSUMERS COMPLAINT   To, Date:- _______________________ _______________________ _______________________     1) Consumer’s name :- __________________________________ Tel.No.________   2) Address (Electric Supply/Correspondence)   Room No.________ Floor No._________ Bldg. name _______________ Bldg. No. ___________ Road ______________ Mumbai ______________   3) Bill no. ___________________ Meter No.________4) Nearest St. Ltg. Pole no.____   5) Type of complaint pertaining to electric supply   ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________   (Attach separate sheet, if required )   Yours faithfully, Encl:- 1) Electric bill 2)   (Signature)     (Consumer’s name in Block letters)   (P.T.O)   NOMINATION :- (If the Consumer wants to nominate his representative to appear and made submissions on his behalf before the BEST Undertaking the following declaration should be submitted. )   I/We the above named Consumer hereby nominate Shri./Smt. ____________________ who is not an Advocate and whose address is ________________________________ _____________________________________________________________________ _____________ is 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 presence.   ACCEPTED   (Signature of Representative)      (Signature of Consumer)