(1) The licensee shall set up complaint centres at the sub-division offices or distribution units, designated by whatever name, where the consumer can lodge complaints.
(2) In addition to the complaint centres set up under sub-regulation (1), the licensee shall also establish centralised call centre for registration of consumer complaints of its consumers and such call centre shall be accessible to its consumers round the clock during all days of the week.
(3) Every licensee shall employ or engage sufficient number of officers or employees at its complaint/call centre and earmark or allot or establish a basic telephone or cellular mobile telephone number having sufficient lines or connections to be called as the “toll free number” or “consumer care number” or “help line number”, as the case may be, at its call centre. No call charges or short message service charges shall be levied upon, or be payable by its consumers for calls made or, short message service sent to the “toll free number” or “consumer care number” or “help line number”, as the case may be.
(4) Every licensee shall, immediately upon setting up a complaint centre under subregulation (1) or the establishment of its call centre under sub-regulation (2), inform consumers through a public notice in newspapers in circulation in the area of supply and should also ensure proper circulation of information to the consumers in case of any changes in the contact numbers takes place and shall also display information at the subdivision offices or distribution units, designated by whatever name.
(5) The licensee should ensure availability of electronic data base to record complaints as per the procedure mentioned in the regulation 8 for the call centre.