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In terms of Section 3.3 of Maharashtra
Electricity Regulatory Commission (Consumer Grievance Redressal Forum
& Ombudsman) Regulations, 2003 we are publishing hereunder the draft
rules and procedures for redressal of grievances which are made
available to the public. We invite comments from our consumers
which could be submitted to us to enable us to finalise these rules
considering such comments. Consumers are informed that in case they
are not satisfied with the remedy provided by the internal redressal
system within a period of 2 months from the date of intimation, the
consumer may submit the grievance to the forum which will be set up for
the same.
Procedure for Redressal of Grievances:
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Supply Related Grievances. (24 Hrs help
line
General Instructions:
While
lodging your complaint please provide the following details:
-
IVR
No. /Consumer Number mentioned in your Bill/Meter No.
-
Telephone
No.(s),
-
Address
and Nearest Landmark
-
Nature
of complaint
-
For
any supply related grievances like No Supply / Shock / Fire
/ Fuse Blown / Voltage Fluctuations etc, you can register
your complaint:
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On
our IVR telephone number 1800-200-3030 (Multilingual)
OR
-
At
the nearest Receiving Station. (Please
see List A)
-
For
faulty and/or burnt meter you can register your complaint:
-
On
our IVR telephone number 1800-200-3030 (Multilingual)
-
At
the nearest Receiving Station. (Please
see List A)
After lodging your complaint, Reliance Energy
Limited linesman will inspect your meter & issue a card / slip.
In case, it is required you may be requested to visit the respective
Divisional Consumer Center (Please see List)
for necessary formalities, after which the Depot Staff will replace
your faulty/burnt meter with a new tested meter.
In case you are a Residential Consumer and your meter
gets faulty or burnt after our office closing hours (17:00 Hrs), then,
on receipt of complaint, the linesman may request you to give an undertaking
on a form which is available with him. After receipt of the undertaking
from you, the linesman will consult the Controlling Officer and then
on his approval, restore your supply. You are requested to visit the
Divisional Consumer Center (List B) on
the next working day along with the slip/card given by the linesman
for payment of relevant charges and further corrective action.
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Bill Related Grievances:
General Instructions:
While
lodging your complaint please provide the following details:
-
Consumer
number mentioned in your bill
-
Telephone
No.(s)
Billing
related Complaints can be registered on:
-
Our
IVR telephone number 1800-200-3030 (Multilingual)
-
At
the nearest I & C Depot (Please
see List C) or concerned consumer center (Please
see List B)
For
billing grievances you can also reach us through:-
-
Through
enquiry at respective Depot (Installation and Consumer Depot)
of your area (as per List C).
-
Through
letter addressed to Chief Engineer (Commercial) of the respective
division.
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Through
personal visit to respective Divisional Consumer Centre. (as
per List B).
Note: You may have to visit the respective
Divisional Consumer Centre if any documents are required from your end.
Some examples of Billing related
complaints are listed hereunder for your reference:
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High
Consumption: If large and erratic variations are observed in your
consumption
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Stopped
Meter: If meter is not recording consumption despite usage of
energy (i.e. stopped)
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Correction
in Name & Address: You can request for correction in name and
address along with necessary supporting documents.
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Request
for Reconnection of Electric Supply: Consumers can request for
reconnection of supply. The supply will be reconnected only after
payment of Outstanding Bills, Security Deposit and Reconnection
Charges are made.
-
Request
for Disconnection of Electric Supply:- Consumers can request for
disconnection of their electric supply (only after clearing all
the dues pending on their meter) if their premises is going to
remain vacant for a substantial time.
-
Refund
of Security Deposit: After disconnection of supply on request,
Consumers can request for a refund of the security deposit paid by
them. However, Consumers have to clear all their dues up to the
date of meter disconnection. The request for refund should be
accompanied with the original receipt of Security deposit for
which refund is to be claimed.
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