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COMPLAINT
HANDLING PROCEDURE
RELATING TO DISTRIBUTION AND RETAIL SUPPLY
(APPROVED BY OERC)
On January 10th 2001.
1. This “Complaint
handling procedure relating to Distribution and retail supply”
(Complaint Handling procedure, for short) is adopted by SOUTHCO
in pursuance of condition 18.2 of the Orissa Distribution and Retail
Supply License No. 2/99 and approved by Orissa Electricity Regulatory
Commission vides its letter NO. OERC/ENGG/79/2000 dated January
10th, 2001.
2. Nature of Complaints
:
The Consumer complaints are
catagorised under seven heads as below :
(1) Voltage
complaints.
(2) Interruption/Failure
of power supply.
(3) Load
shedding/Scheduled shut downs.
(4) Problems
in metering.
(5) Billing
disputes.
(6) Disconnection
and Reconnection of Power Supply.
(7) Delay
in providing new connection.
3. Time Limit :
........A
summery of time limits for rendering service to consumers in categories
of complaint 1 to 6 are as follows, where as for category no.7 details
are prescribed in the OERC (Condition of supply) Code, 1998.
| S.No |
Types of Service |
Time limit for
Rendering Service |
| (1) |
Low Voltage |
15
days in case of local problems and 6 months in cases requiring
augmentation of distribution system. |
| (2) |
Restoration
following interruption/ failure of power supply. |
24
hours in all cases except in case of major failures involving
transfers and 11 KV feeders where it shall not exceed a maximum
of 7 days. However, the above is subject to the condition
that no time limit is fixed under force major condition. |
| (3) |
Duration
of load shedding /scheduled shutdown exceeding 12 hours per
day or counting for more than 6 consecutive days. |
Prevent such recurrence
within 72 hours of complaint. |
| (4) |
Meter
problems.
(a) Meter supplied by SOUTHCO Ltd.
(b) Meter supplied by consumer. |
Defect
to be rectified within 30 days and if meter needs replacement
the said replacement has to be made within 30 working days
from the date of removal of the meter.
(i) Engineer is required to advise the consumer suitably for
testing/repair/replacement within 7 working days of noticing
the defect.
(ii) Meter testing, if so desired by the consumer in SOUTHCO’s
testing laboratory, is to be done within 15 days of deposit
of fees by the consumer.
(iii) Engineer will installed correct meter within 14 days
of handing over of the said meter by the consumer. |
| (5) |
Billing disputes. |
60 days. |
| (6) |
Disconnection
and reconnection of power supply. |
30 days |
| (7) |
New connection |
Details
as prescribed in OERC distribution (Conditions of supply)
code, 1998. |
5. Complaints
before Bijuli Adalat :
........While
seeking redressal of grievances, if the consumer is not satisfied
with response of the higher officer responsible for the particular
type of complaint as mentioned in the above paragraphs, he may file
a petition with Bijuli Adalat in the office of the Superintending
Engineer ( or Equivalent) in Performa. The petition should be filed
in duplicate at least 15 days before the date of Bijuli Adalat in
the prescribed Performa together with a self addressed envelop with
necessary postage for issue of notice to him under certificate of
posting for appearance before the Adalat. (Advance notice regarding
holding Bijuli Adalat on a fixed date, including the scope of the
Adalat shall be published by the Superintending Engineer (or equivalent)
in different news papers for information of general public). Bijuli
Adalat, it’s establishment and function is guided by a detailed
procedure of SOUTHCO, which is separately approved by OERC.
........The
Bijuli Adalat shall comprise of two members; a person with legal
or judicial standing should be presiding member and one retried
electrical engineer conversant with working of distribution companies/
erstwhile OSEB shall be the technical member. The superintending
Engineer (or equivalent) in charge of distribution circle shall
be the convener of the Adalat.
6. Complaint before
the OERC. :
........It
is the endeavor of the company to respond to complaints of the consumers
timely and effectively. In case a consumer is not satisfied after
taking reasonable steps in accordance with complaint handling procedure
as indicated earlier, the consumer has a right to approach the OERC
in accordance with the grievance redressal procedure published by
OERC. Further in case of contravention of specific regulation of
Orissa Electricity Regulatory Commission Distribution (Condition
of Supply) code 1998, the consumer may file formal complaint to
OERC complaint under the provision of the same code.
SOUTHCO
(A subsidiary of BSES Limited)
Corporate office- Courtpeta, Berhampur, Ganjam,
Orissa 760 004
Regd. Office- Plot-123 Sec-A, Zone A, Mancheswar,
Industrial Estate
Bhubaneswar, Orissa 751010
Tel 0674-2586344,2586340 Fax-2586343
Prepared
and submitted by SOUTHCO under license condition No.18.2 of Orissa
Distribution and Retail supply License No. 2/99 and approved by
Orissa Electricity Regulatory Commission vide its letter No. OERC/Engg/79/2000
dated January 10th 2001.
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