(1) The Himachal Pradesh Electricity Regulatory Commission (Guidelines for Establishment of Forum for Redressal of Grievances of Consumers) Regulations, 2003 and the Himachal Pradesh Electricity Regulatory Commission (Electricity Ombudsman) Regulations, 2004, are hereby repealed.
(2) Notwithstanding such repeal –
(a) anything done or any action taken or purported to have been done or taken including any appointment made, or any document or instrument executed or any direction given under the repealed regulations, shall, in so far as it is not inconsistent with the provisions of these Regulations, be deemed to have been done, taken, made or given under the corresponding provisions of these Regulations ;
(b) all appointments made, and documents executed, before the commencement of these Regulations, shall continue to have effect till the expiry of the period for which such appointment has been made or the document has been executed.
By order of the Commission -Sd- Secretary Compendium of HPERC Regulations, March 2021 21 Annexure-I (See Regulation 3(k), 20(2), 34, 35 and 37) TIME LINES Sr. No. Description of action to be taken Time lines Specified Time from which period begins to seen Part-I Complaints/representations before the Forum 1 Forwarding complaints to the Forum when sent through Complaint Receiving Centers of the distribution licensee By the next working day 2 Acknowledge of receipt of complaint-
(a) When presented in person
(b) When received by post, email or fax.
(c) When received through the Complaint Receiving Centers On same day By the next day By the next day On the receipt of the complaint by the Forum 1 [3 Forwarding of complaints to the concerned officer of the license—
(a) In case of safety related issues, nonsupply, connection/ disconnection/ quality or reliability of supply.
(b) In other case 1 day 2 days On the receipt of the complaint by the Forum.
4 Response of the Licensee on the complaint—
(a) In case of safety related issues, nonsupply,connection/disconnection/ quality or reliability of supply.
(b) In other case 5 days 15 days From the date of receipt of complaint.
5 Making available the record or to furnish any information to the Forum- 7 days From the date of requisition of the record or information 6 Making of Orders by the Forum—
(a) In case of safety related issues, nonsupply, connection/disconnection/ quality or reliability of supply.
(b) In other case 15 days 45 days From the date of receipt of complaint.
1 Subs. of Annexure-I Table “TIME LINES in Part-I for item 3, 4 & 6” vide Not. No. HPERC-(H)(1)-1/2012 dated 26 th November, 2019 published in the R.H.P. dated 28 th November, 2019 at p. 8253-8257 and before its substitution it stood as under:- 3 Forwarding of complaints to the concerned officer of the licensee-
(a) In case of connection/ disconnection of supply.
(b) In other case 1 day 2 days On the receipt of the complaint by the Forum 4 Response of the Licensee on the complaint -
(a) In case of connection/ disconnection of supply.
(b) In other case 5 days 15 days From the date of receipt of compliant.
6 Making of Orders by the Forum-
(a) In cases of connection or disconnection of supply.
(b) In other case 20 days 45 days From the date of receipt of the complaint.
22 Compendium of HPERC Regulations, March 2021 7 Compliance of the Orders of the Forum 21 days or the shorter period, directed by Forum within which Order is to complied with From the receipt of the Order by the licensee.
8 Reporting of compliance by the Licensee to the Forum 7 days From the date of compliance.
Part-II 1 Representation before the Ombudsman Making representation to the Ombudsman
(a) Against the Forum’s Order
(b) For the non- redressal of grievance
(c) For the noncompliance of the Forum’s Order by the licensee 30 days 30 days Two months From the date of Order by the Forum.
After the expiry of 30 days time allowed under item (a) From the date of Order of the Forum.
2 Settlement by Conciliation
(a) Service of notice to the concerned officer of the Licensee for settlement through mediation of the Ombudsman.
(b) Acceptance of the recommendations of the Ombudsman.
(c) Making a record of the conciliated agreement.
7 days 15 days 7 days From the date of receipt of representation.
From the date of receipt of recommendations of the Ombudsman.
After the acceptance of the recommendation by the parties.
3 Registration of Representation a) Registration of representation where the grievance is not settled by mediation or conciliation by the Ombudsman.
b) Calling of record from the Forum c) Sending of record by the Forum 30 days 7 days 7 days From the date of receipt of the representation by the Ombudsman.
From the date of registration of the representation by the Ombudsman.
From the date of receipt of the notice from the Ombudsman.
4 Order of the Ombudsman 60 days From the date of receipt of representation.
5 Compliance of the Ombudsman’s Order 15 days From the issue of the Order Part-III 1
2.
Submission of Reports Submission of Reports by the Forum
(i) Quarterly
(ii) Yearly Submission of Reports by the Ombudsman-
(i) Half yearly
(ii) Yearly 15 days 45 days 30 days 45 days After the close of the quarter.
After the close of the year.
After the close of period.
After the close of the financial year.
Compendium of HPERC Regulations, March 2021 23 ANNEXURE- II (See Regulation 17) GRIEVANCE SUBMISSION BEFORE FORUM APPLICATION TO FORUM FOR REDRESSAL OF GRIEVANCE Date*: __________
1. Name of the Complainant: ____________________
2. Full address of the Complainant *: ________________ Pin Code*: _____________ Phone no.*: _____________ Fax no.: ___________ Email id: ___________
3. Nature of Connection and Consumer no.* (in case of having applied for a connection, state the application number):
______________________________________________________________
4. Distribution Licensee*: ______________
5. Complaint receiving centre number*: ______________
6. Category of grievance (please tick the relevant box/ boxes):
a. Wrong billing____ b. Recovery of arrears ___ c. Faulty Meter ___ d. Burnt meter _____ e. Supply interruption _____ f. Harmonics in supply ___ g. Supply voltage related ______ h. Deficient service _____ i. Delay in providing new connection ___ j. Reconnection ____ k. Change in connected load ________ l. Transfer of connection _________ 1 [m. Safety related issues_______________________________________________________ n. Others (please specify) ___________________________________________________
7. Name designation and office address of the employee / employees (specify employee ID or department) or department against whom grievance has been filed (if any):
_______________________________________________________________________
8. Details of the grievance, facts giving rise to the grievance* (If space is not sufficient please enclose separate sheet)
9. Nature of relief sought from the Forum _________________________________________________________________________
10. List of documents enclosed (Please enclose copies of any relevant documents which support the facts giving rise to the grievance) ________________________________________________________________________
11. Declaration 1 Subs. of sub-item 6. renumberd “n”and before the renumberd Ins.“m. Safety related issues………………..” vide Not. No. HPERC-(H)(1)-1/2012 dated 26 th November, 2019 published in the R.H.P. dated 28 th November, 2019 at p. 8253-8257.
24 Compendium of HPERC Regulations, March 2021
(a) I/ We, the Complainant /s herein declare that:
(i) the information furnished herein above is true and correct; and
(ii) I/ We have not concealed or misrepresented any fact stated hereinabove and the documents submitted herewith.
(b) The subject matter of the present Grievance has never been submitted to the Forum by me/ or by any one of us or by any of the parties concerned with the subject matter to the best of my/ our knowledge.
(c) The subject matter of my / our Grievance has not been settled through the Forum in any previous proceedings.
(d) The subject matter of my / our Grievance has not been decided by any competent authority/court/arbitrator, and is not pending before any such authority / court / arbitrator.
Yours faithfully (Signature) (Complainant’s name in block letters) NOMINATION – (If the Complainant wants to nominate his representative to appear and make submissions on his behalf before the Forum, the following declaration should be submitted.)
I/We the above named consumer hereby nominate Shri/Smt. ………… …………………...
, whose address is ……………………………………………………………………………… ……………………………………………………………………………………………… …. as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us. He/She has signed below in my presence.
ACCEPTED (Signature of Representative) (Signature of Complainant) ACKNOWLEDGEMENT OF RECEIPT The complainant (alongwith supporting documents) comprised of _____ pages from ______________________________________________ for redressal of grievance ________________________________________________ has been received on _____ Signature of the office-in charge Name ____________________ Designation_______________ Date _____________________ vuqcU/k&2 Compendium of HPERC Regulations, March 2021 25 ¼fofu;eu fu;e17½ Qksje ds le{k f’kdk;r gsrw Qksje esa f’kdk;r fuokj.k gsrw vkosnu fnukad%--------------------------------------------------------------- 1- f”kdk;rdrkZ dk uke%------------------------------------------------------------------------------------------------------------------------ 2- f”kdk;rdrkZ dk iwjk irk%--------------------------------------------------------------------------------------------------------------------------------- ----------------------- fiu dksM Uk0%-------------------------------------------------------- VsyhQksu Uk0%------------------------------------------------------------- QSDl Uk0%------------------------------------------------------------------- bZesy irk%------------------------------------------------------------------- 3- miHkksDrk Js.kh o dUkSD”ku u0 ¼duSD”ku ds fy, vkosnu djus ds ekeys esa] vkosnu la[;k crk,a½ ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---- 4-forj.k ykbZlsal/kkjh%----------------------------------------------------------------------------------------------------------------------------------------------- --- 5- f”kdk;r izkIr dsUnz u0%----------------------------------------------------------------------------------------------------------------------------------- --- 6- f”kdk;r dh Js.kh ¼d`i;k izklafxd fjDr LFkku dks fpafgzr djsa½ ad½ xyr fcfyax--------------------------------------[k½ cdk;k jkf”k dh olwyh ------------------------x½nks"kiw.kZ ehVj--------- --------------------?k½ tyk gqvk ehVj-------------------------------M-½ vkiwfrZ :dkoV---------------------------------p½ vkiwfrZ esa gkjeksfuDl-------------------- N½ okWyVst vkiwfrZ lEcfU/kr-------------------------------------------t½ lsok dh deh------------------------------------------------------- --- >½ u, duSD”ku iznku djus esa nsjh-----------------------------------------¥½fjduSD”ku--------------------------------------------------- ---- V½ tqM+s yksM esa ifjorZu-------------------------------------------------------------------B½duSD”ku ds LFkkukarj.k----------------------- ---- M½ lqj{kk lEcU/kh fo"k; ------------------------------------------------------------------------------------------------------------------------------------------------------- 26 Compendium of HPERC Regulations, March 2021 1 [<);fn vU;] d̀i;k fufnZ"V djsa ---------------------------------------------------------------------------------------------------------------------- 7- deZpkjh@deZpkfj;ksa ds uke ¼deZpkjh dk irk ,oa foHkkx fufnZ"V djsa½ ;k foHkkx ftl ds f[kykQ f”kdk;r nk;j dh gSA --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ------------------------------------------------------------------------------------------ 8-f”kdk;r dk fooj.k] f”kdk;r c<+us ds dkj.k ¼;fn LFkku i;kZIr ugha gS rks vyx 'khV laYkXu djsa½ ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 9- Qksje ls ekaxh xbZ jkgr dk izdkj%& ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 10- layXu nLrkostksa dh lwph ¼f”kdk;r ls lEcfU/kr rF;ksa ds leFkZu esa izklafXkd nLrkostksa dh izfr;ka layXu djas ----------------------------------------------------------------------------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- 11- ?kks"k.kk ¼d½ eSa@ge f”kd;rdrkZ ?kks"k.kk djrs gwa@gSa fd v½ mijksDr tkudkjh lR; vkSj lgh gS vkSj ( c½ eSa@ge us dksbZ Hkh okLrfodrk tksfd Åij rFkk bl nLrkost esa n’kkZbZ xbZ gS dks Nqik;k @;k xyr rjhds ls ugha crk;k x;k gSA blds lkFk izLrqr%& ¼[k½ tgka rd esjh tkudkjh gS orZeku fo"k; ds lEcfU/kr esjs }kjk ;k geesa ls fdlh ds }kjk ;k bl ekeys ls lEcfU/kr i{k ds }kjk dHkh Hkh Qksje ds le> f’kdk;r izLrqr ugha dh( ¼x½ esjh@gekjh f”kdk;r ds fo"k; esa Qksje }kjk fdlh Hkh fiNyh dk;Zokgh esa lek/kku ugha fd;k x;k( ¼?k½ esjh@gekjh f”kdk;r ds fo"k; esa fdlh Hkh U;k;y;@vf/kdkjh@izkf/kdkjh }kjk QSlyk ugha fd;k x;k gS vkSj fdlh Hkh U;k;y;@vf/kdkjh@izkf/kdkjh ds le{k yfEcr ugha gSA Hkonh;]
¼gLrk{kj½ ¼f'kdk;rdrkZ dk uke½ 1 1 Subs. of sub-item 6 for renumberd “<”and before the renumberd Ins.M- lqj{kk lEcU/kh fo"k;------ -----------------------------.” vide Not. No. HPERC-(H)(1)-1/2012 dated 26 th November, 2019 published in the R.H.P. dated 28 th November, 2019 at p. 8253-8257.
Compendium of HPERC Regulations, March 2021 27 ikorh dh izkfIr f'kdk;r ¼lg lgk;d nLrkost½ ds --------------------------------------- i`"Bksa---------------------------------------------------------------- ---------------------------------------------------------------------ls f'kdk;r ds fuokj.k gsrw fnukad------------------------------------------------- -------------------------------------------------------------------------------------------ij izkIr fd, x;sA dk;kZy; esa izHkkjh ds gLrk{kj uke--------------------------------------------- fnukad---------------------------------------- ukekadu& ¼vxj f”kdk;rdrkZ fdlh izfrfuf/k dks euksuhr djuk pkgs ,oa mlh dh vksj ls Qksje ds le{k IkzLrqrh djuk pkgs rks fuEufyf[kr ?kks"k.kk izLrqr djsa ½ eSa@ge miHkksDrk ,r~n}kjk uhps fy[ks Jh@Jhefr dks euksuhr djrk@djrs gSaA ---------------------------------------------------------------------------------------ftldk irk gSA------------------------------------------------------- ------------------------------------------ -esjs@gekjs izfrfuf/k }kjk dk;Zokgh esa Hkkx ysuk o fdlh Hkh Ck;ku dh iqf"V] mlds }kjk dh xbZ Lohd`fr ,oa vLohd`fr esjs@gekjs Åij ck/; gksxhA mlds fuEu gLrk{kj esjh mifLFkfr esa fd, x, gSaA Lohdkj fd;k ¼izfrfuf/k ds gLrk{kj½ ¼f’kdk;rdrkZ ds gLrk{kj½ 28 Compendium of HPERC Regulations, March 2021 ANNEXURE III (See Regulation 29) QUARTERLY REPORTING BY FORUM Quarter: ___ Financial Year: ___
1. Status of grievance redressal S.
No Parameters Delay in restoring supply Quality of Supply Meter Problems Billing Problems Quality of Service Others Total 1 Grievances pending at the end of previous quarter 2 Grievances Received during this quarter 3 Total grievances(1+2) 4 Grievances attended during this quarter 5 Balance grievances to be attended (3-4) 6 Grievances successfully redressed during this quarter 7 Grievances in the process of redressal 8 Grievances escalated to Ombudsman Note: Sum of rows 6, 7 & 8 should be equal to row 4
2. Status of compliance by licensee a. Of the number of grievances successfully redressed during the quarter, state the number of grievances in which the order specified directions for the licensee:
___________________________________________________________________ b Describe the status of the licensee’s compliance against each such grievance___________________________________________________________ Compendium of HPERC Regulations, March 2021 29 ANNEXURE- IV (See Regulation 32) SUBMISSION OF REPRESENTATION BEFORE OMBUDSMAN Date*: __________ To The Ombudsman (specify full address) Dear Sir / Madam SUB: (please make a mention of the order of the Forum from which a representation to the Ombudsman is being made) Details of the grievance are as under:
1. Name of the Complainant: ____________________
2. Full address of the Complainant *: ________________ Pin Code*: _____________ Phone no.*: _____________ Fax no.: ___________ Email id: ___________
3. Nature of Connection and Consumer no.* (in case of having applied for a connection, state the Application number):______________________________________________
4. Distribution Licensee*: ______________
5. Name and Address of the Forum*: ______________
6. Date of submission of grievance by the Complainant to the Forum* (please enclose 3 copies of the grievance): __________________________________________
7. Details of the representation, facts giving rise to the representation* (If space is not sufficient please enclose separate sheet)_______________________________________
8. Whether the consumer has received the final decision of the Forum? (If yes, please enclose three copies of the Forum’s order conveying its final decision) _____________________________________________________________________
9. If the consumer has received the final decision of the Forum, whether any amount was assessed by the Forum to be paid by the consumer to the licensee? (If yes, please enclose receipt of the deposit of 1/3rd of such amount with the Ombudsman)
10. Nature of relief sought from the Ombudsman
11. List of documents enclosed (Please enclose three copies of all relevant documents which support the facts giving rise to the representation)_____________________________ 30 Compendium of HPERC Regulations, March 2021
12. Decleration.
(a) I/ We, the Complainant/s herein declare that:
(i) The information furnished herein above is true and correct; and
(ii) I/ We have not concealed or misrepresented any fact stated hereinabove and the documents submitted herewith.
(b) The subject matter of the present representation has never been brought before the Office of the Ombudsman by me/ or by any one of us or by any of the parties concerned with the subject matter to the best of my/ our knowledge.
(c) The subject matter of my/ our representation has not been settled through the Office of the Ombudsman in any previous proceedings.
(d) The subject matter of the present representation has not been decided by any competent Authority/court/arbitrator, and is not pending before any such authority / court / arbitrator.
Yours faithfully (Signature) (Complainant’s name in block letters) NOMINATION – (If the Complainant wants to nominate his representative to appear and make submissions on his behalf before the Ombudsman, the following declaration should be submitted.)
I/We the above named consumer hereby nominate Shri/Smt.
……………………………………………………………………and whose address is ……..………………………………………………………………………………………… …………………………………………………………………………… ………...as my/our REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or rejection made by him/her shall be binding on me/us. He/She has signed below in my presence.
ACCEPTED (Signature of Representative) (Signature of Complainant) Compendium of HPERC Regulations, March 2021 31 Notification and Orders issued Under The Himachal Pradesh Electricity Regulatory Commission (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2013 1 [The Himachal Pradesh Electricity Regulatory Commission (salary and other Allowances of the Nominated Independent Member of the Consumers Grievances Redressal Forum) Order, 2013] NOTIFICATION Shimla, the 29 th July, 2013 No. HPERC/Secy/610-A/2013:- In supersession of Order No.HPERC/Secy./610/AS/ MST/ /2008 dated 8 th September, 2008 published in Rajpatra, Himachal Pradesh, dated the 11 th September, 2008, the Himachal Pradesh Electricity Regulatory Commission in exercise of the power conferred by clause (b) of sub-regulation(1) of regulation 13 of Himachal Pradesh Electricity Regulatory Commission(Consumers Grievances Redressal Forum and Ombudsman) Regulations, 2013, hereby makes the following Order to determine the salary and allowances of the Nominated Independent Member of the consumers Grievances Redressal Forum (CGRF):- ORDER
1. Short title and commencement.- (i) This Order may be called Himachal Pradesh Electricity Regulatory Commission (salary and other Allowances of the Nominated Independent Member of the Consumers Grievances Redressal Forum) Order,2013.
(ii) This Order shall came into force on the date of its publication in the Rajpatra Himachal Pradesh.
2. Remuneration and other Expenses.- (1) The nominated Independent Member of the Forum shall be paid-
(i) a consolidated amount of Rs.25,000/-(rupees twenty five thousand only) per month towards remuneration; and
(ii) such a member, on completion of his/her service as such for each period of one year rendered, after the commencement of this Order, shall be entitled to an hike of 10% of the consolidated amount:
(iii) for official journeys outside the headquarters of the Forum; TA/DA as admissible to Grade-I Officer of the Licensee.
(iv) conveyance allowance of Rs. 6000/- (Rupee six thousand only) per month, unless otherwise ordered by the Commission.
Provided that the nominated Independent Member, who is functioning as such on the commencement of this order, shall be paid a consolidated amount of Rs.30,000/- (rupees thirty thousand only) per month, without any further hike. This revised rate will be paid to him w.e.f. 1 st April, 2013.
(2) The expenditure on account of above shall be borne by the Distribution Licensee(s).
By order of the Commission -Sd- Secretary 1 Published in R H.P. dated 1 st August, 2013 at p. 2653-2654.
32 Compendium of HPERC Regulations, March 2021 1 [The HPERC (Terms and Conditions for appointment of Electricity Ombudsman) Order, 2014 and sub-regulation (4) of regulation 30 of HPERC (Consumer Grievances Redressal Forum on Ombudsman) Regulations, 2013.]
NOTIFICATION Dated, the 18th April, 2017 No.HPERC/Secy/609/-B/SK/RM/2017-142-146.—In exercise of the powers vested under sub-section (6) of section 42 of the Electricity Act, 2003 read with the Himachal Pradesh Electricity Regulatory Commission (Terms and Conditions for appointment of Electricity Ombudsman) Order, 2014 and sub-regulation (4) of regulation 30 of HPERC (Consumer Grievances Redressal Forum on Ombudsman) Regulations, 2013 as amended from time to time, the Himachal Pradesh Electricity Regulatory Commission is pleased to appoint Er.
S.K.Sharda, Chief Engineer (Retd.) as Electricity Ombudsman for a term of 3 years from the date of his entering upon the said office or until he attains the age of 65 years, whichever is earlier.
Other terms and conditions of his services shall be such as notified in Himachal Pradesh Electricity Regulatory Commission (Terms and Conditions for appointment of Electricity Ombudsman) Order, 2014. He shall have to take oath of office and secrecy before the Chairperson, Himachal Pradesh Electricity Regulatory Commission before entering upon his office.
By order of the Commission, Sd/- Secretary.
1 Published in R.H.P. dated 15 th June, 2017 at p. 2164-2165.