INTERNAL SYSTEM FOR RECORDING AND REDRESSAL OF CONSUMER GRIEVANCES AT O&M's CIRCLE LEVEL

The procedure for redressal for consumer grievances at the Sub-Division Offices (Billing Units) / Division Offices & Circle Offices of MSEB is as detailed below:

A consumer can lodge his/her grievance with the Sub-Division offices (Billing Units) / Division Offices, for deviations from the standard of performance as detailed below:

a) New connections:

New connections shall be provided within one month of receipt of application in normal circumstances, provided all requirements as per terms and conditions of supply are complied with.

Wherever, providing new connection requires extension of distribution mains, or commissioning of new substations, new connection shall be provided immediately after such extension. In such cases, the consumer shall be informed about the inability of the Board to extend the supply for want of necessary infrastructure, within 15 days from the receipt of application.

b) Energy Bills Complaints:

1. Non receipt or delayed receipt of energy bill: On the same day if complaint is made at Billing Centre or within three days by Section Office, if complaint is made in Section Office.

2. Complaint regarding meter reading: Within three days

3. Average / Excessive billing: Within three days

4. Slow / Fast Meter: Within Fifteen days

5. Replacement of Faulty/ Stopped meters: Within one month.

6. Faulty Service Wire: Within Seven days

c) Interruption of Electricity Supply:

Nature of Problem	Time required for restoration
1. Fuse call complaints & LT System disturbance:	a) Urban areas: Within six hours b) Rural areas: Within twelve hours
HT System disturbance / snapping of conductor:	a) Urban areas: Within twelve hours b) Rural areas: Within forty eight hours
Distribution Transformer failure:	a) Urban areas: Replacement within twenty four hrs b) Rural areas: Replacement within forty eight hrs.
Low voltage complaints	a) Within seven days

d) Grievances regarding employees’ behaviour:

The complaint received in respective Section/Sub Division/Division shall be analyzed, and necessary action will be taken in the matter, within fifteen days by the concerned officers.

In case, the Section/Sub-Division (billing unit)/Division Office does not address the grievance, the consumer may approach the Circle level redressal unit.

For approaching Circle level redressal unit, the consumer shall submit an application (as per Schedule X attached) to Executive Engineer (Office), addressed to Head Internal Redressal Unit at the O&M Circle Head Quarter office The grievance can be personally submitted in the office or can be sent by registered Post/Courier.

The internal grievances redressal committee at Circle HQ will consist of Executive Engineer (Office) in O&M Circle Office, Accounts Officer/Divisional Accountant and Senior Clerk (GAD), appointed by Superintending Engineer (O&M) and will function at the H.Q. of Circle Office. The grievances will be listed in a register on receipt at Circle Office and acknowledgement will be forwarded to the concerned consumer within seven days. All application received by internal redressal unit at O&M Circle level will be replied, by Post within two months from the date of receipt, by the Executive Engineer (O) at the O&M Circle office. If the time taken to solve the problem is more, the consumer will be accordingly informed by Post.

In case the consumer is not satisfied by the reply of the internal redressal unit at Circle Office, he/she can approach the Grievance Redressal forum at O&M zone office.