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
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:
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.
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:
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
meter reading: Within three days
Average / Excessive
billing: Within three days
Slow / Fast Meter: Within Fifteen days
5. Replacement of Faulty/
Stopped meters: Within one month.
Faulty Service Wire:
Within Seven days
c) Interruption of Electricity
Nature of Problem
Time required for
call complaints & LT System disturbance:
areas: Within six hours
Rural areas: Within twelve hours
- HT System disturbance / snapping of conductor:
areas: Within twelve hours
Rural areas: Within forty eight hours
- Distribution Transformer failure:
areas: Replacement within twenty four hrs
areas: Replacement within forty eight hrs.
- Low voltage complaints
d) Grievances regarding employees’
received in respective Section/Sub Division/Division shall be analyzed, and
necessary action will be taken in the matter, within fifteen days by the
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.