(1) Complaints regarding release of electricity connection, no current/failure of power supply, voltage fluctuation, load shedding, scheduled outages, metering, billing and other complaints shall be addressed by the Licensee as per the procedure specified in the Regulations.
[PART III DELHI GAZETTE : EXTRAORDINARY 101
(2) Every Licensee shall prepare the “Manual of Practice for Handling Consumer Complaints/Consumer Charter/Complaint Charter”, herein after referred to as "Manual" within three months from the date of applicability of these regulations, and submit the same to the Commission for approval.
(3) The Manual shall contain information which may affect the consumers, including information related to channels of complaint registration, details of personnel, offices, helpline nos., process of handling complaints etc.
(4) The Manual shall be prepared in English and Hindi languages and shall be available for reference of consumers at every office of the Licensee and downloadable from its website.
(5) The Licensee shall establish various modes for lodging complaints such as call centre, website, SMS, application server of the Licensee or any other mode as may be found fit by the Licensee or notified by the Commission.