Minutes of the Meeting of Consumer Grievance Redressal ... - GERC

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(4) Notifying Consumer Charter: Chairman mentioned that the working group of FOR has suggested that every licensee and CGRF should prepare consumers' charter/citizens' charter. Such charters cover most of the points as suggested in consumer Rights statement. Most of the CGRFs confirmed the existence of consumer charters. PGVCL CGRF mentioned that PGVCL has prepared such a charter and put up on their website. Secretary, GERC requested all CGRFs to send copies of such consumer charters to the Commission for information. (Action by all CGRFs). Item no.4: Presentation by TPL, Surat and UGVCL on steps taken on consumer awareness Shri S.R.Desai, Member, CGRF, TPL, Surat and Shri M.G.Patel, Chairman, UGVCL made power point presentations in the meeting.(Copy enclosed). The presentations gave a picture of the efforts made by TPL, Surat and UGVCL for the awareness of electricity consumers regarding not only consumer grievance redressal, but also on safety and energy conservation. Chairman stated that the the licensees- TPL, Surat and UGVCL have different areas: urban and rural. Thus, both the presentations were very illustrative depicting various modes to educate urban and rural consumers. This will be very useful for other CGRFs to review their efforts for consumer awareness. He also suggested that to apprise the Commission about the efforts taken for consumer awareness, CGRFs of MGVCL and PGVCL (Rajkot) will make presentation in next meeting of CGRFs. (Action by CGRFs of MGVCL and PGVCL (Rajkot)) 6
Dr. R.C. Desai, MGVCL CGRF raised issues like old dues of previous consumer and clarification regarding dealing of complaints under section 126 and 135. Chairman suggested that such legal issues may be sent in advance before meeting so that the same can be circulated and views of other CGRFs may be obtained. Shri K.S.Malkan, Member, PGVCL (Rajkot) suggested that a separate budget allocation should be made for CGRFs. Chairman mentioned that this point may be put before meeting of M.D.s of all Discoms. Shri B. P. Jani, Independent Member, PGVCL (Bhavnagar) forum suggested that an order of CGRF, which rejects the claim of a consumer, should mention that "This order can be challenged before Electricity Ombudsman . This suggestion was accepted and it was agreed that such orders should mention time limit of one month to approach Electricity Ombudsman and the address of Electricity Ombudsman. (Action by all CGRFs). Item no. 5: Need for uniformity in the working Secretary, GERC mentioned that some issues of policy nature should be decided by the Apex co-ordination committee and such issues should be dealt uniformly by Discoms. After discussing some of the common issues such as old dues of previous owner, Chairman , expressed his view that uniformity in the working does not mean that the decisions given on some common issues should be the same; but it envisages that procedural uniformity should be achieved. This 7
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Page 3 and 4: 3. Shri P. S. Shah, Ombudsman and S
Page 5: 7.1 Development of website of forum
Page 9: while working as Members of the For

Minutes of the Meeting of Consumer Grievance Redressal ... - GERC

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