Escoms will have to pay consumers for lapses

Power consumers will soon have two fora to have their power problems redressed. This will become a reality when the latest provisions of the Karnataka Electricity Regulatory Commission (KERC) are implemented.

In addition to the designated official-level redresser, the consumers will have an exclusive consumer redressal forum for each electricity supply company (Escom) and a state-level ombudsman to deal with their woes.

Continuing its pace of power sector reforms, the KERC has issued four important provisions - KERC (Consumer Grievance Redressal Forum & Ombudsman) Regulations, KERC (Licensees Standards of Performance) Regulations, KERC (Conditions of License to Escoms) Regulations and KERC (Consumer Complaints Handling Procedure) Regulations. These came into effect on June 10.

Aimed at helping power consumers overcome their problems, the provisions made under the Electricity Act 2003 relate chiefly to electricity consumers, including bulk consumers.

The Consumer Grievance Redressal Forum and Ombudsman Regulations are applicable to all power distribution agencies in Karnataka and each of them has to establish a consumer grievance redressal forum covering their area of operation.

The forum will have a chairman and two members, one from the distribution licensee of not below the rank of a superintending engineer and the other a representative of a registered voluntary consumer protection organisation of the area with a five-year standing. Their term of office will be five years.

Apart from consumers, a consumer organisation can also file complaints before the forum. The forum will meet once in a fortnight, either at the company headquarters or at any other place in the company's jurisdiction.

The consumer forum has to redress the complaint as provided in the complaints' handling and redressal standards relating to distribution and supply (standards of performance) of power issued by the commission.

The consumer has to submit his grievance to the forum not later than one month from the date of lodging the grievance with the designated officer of the Escom. After hearing the complaint, the forum has to pass orders within 60 days. It can also pass interim orders.

Besides redressing the grievance, the forum can also direct the Escom to make good the loss suffered by the complainant.

The part 2 of the provisions envisages setting up a state-level ombudsman for taking up the appeals of the aggrieved parties, which should be filed within 30 days from the receipt of the consumer forum's orders.

If complaints have already been filed before any other authority or court, the same will not be entertained.