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Section 8: Procedure of Handling Complaints

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

(1) The licensee shall devise its own process at its call centre(s)/complaint centre(s) or any other consumer interface channel to handle complaints from the consumers and the said process shall include provisions for -

(a) registration of such complaint by allotting a unique identification number to be called the complaint number;

(b) communication, at the time of lodging the complaint, complaint number, date/ time of registration of the complaint;

(c) recording the details in respect of such complaint;

(d) intimation of contact details of the next higher authority (including his name, telephone number and address) to the consumer in case the consumer is not satisfied with the redressal of his complaint or when requested by him; and

(e) maintenance of records to every complaint in order to give fair treatment to all consumers and to avoid any dispute regarding violation of standards as specified in the Schedule

Where this provision sits

ActThe Himachal Pradesh Electricity Regulatory Commission (Distribution Performance Standards) Regulations, 2010
Section8
Marginal noteProcedure of Handling Complaints
JurisdictionState of Himachal Pradesh
StatusIn force as published by the source

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