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Section 7: Manual of Practice for Handling Consumer Complaints

The Himachal Pradesh Electricity Regulatory Commission (Distribution Performance Standards) Regulations, 2010State Regulations of Himachal Pradesh · 2003

(1) Every licensee shall, with prior approval of the Commission, prepare and publish “Manual of Practice for Handling Consumer Complaints” containing following information within three months from the date of commencement of these regulations:-

(a) channels of complaint registration – details of personnel, offices, call centre(s);

(b) process of handling complaints;

(c) duties and obligations of the licensee-guaranteed standards of performance and minimum compensation details;

6 Compendium of HPERC Regulations, March 2020

(d) any other information which may be affecting the consumers.

(2) The Manual shall be prepared in English and Hindi languages.

(3) The Manual shall be available for reference of consumers at every office of the licensee and downloadable from its website.

(4) A copy of the Manual certified by the licensee as “true copy” thereof shall be filed with the Commission within three months from the date of commencement of these regulations.

Where this provision sits

ActThe Himachal Pradesh Electricity Regulatory Commission (Distribution Performance Standards) Regulations, 2010
Section7
Marginal noteManual of Practice for Handling Consumer Complaints
JurisdictionState of Himachal Pradesh
StatusIn force as published by the source

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