(1) The consumer or applicant can lodge complaint at Centralized Call Centre/Complaint Centre at zones/district offices of the Licensee or on telephone or website or SMS or application server of the Licensee or through post.
(2) All complaints received shall be routed through their complaint management system.
(3) A unique complaint number shall be generated and intimated to the complainant immediately on receipt of such complaint:
Provided that in case complaint is received through post, the same shall be intimated within 3 (three) days from the date of receipt.
(4) The contact numbers of these centers shall be printed on the electricity bill, displayed at the Bill Collection centers and uploaded on the Licensee’s website.
(5) The consumer or applicant shall give the details of name, address, CA number or registered telephone number, and brief nature of the complaint.
(6) The Licensee shall keep a record of all complaints received through any mode for a period of 7 (seven) years.
(7) After redressal of the complaint, a reply shall be communicated to the complainant.