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| FORUM
FOR REDRESSAL OF GRIEVANCES OF CONSUMERS |
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- Consumers will be aware that a Grievance Redressal Forum exists
in DPSC as required under the West Bengal Electricity Regulatory
Commission (Guidelines for Establishment of Forum for Redressal
of Grievances of Consumers and Time and Manner of Dealing with
such Grievances by the Ombudsman) Regulations, 2006.
- While the existing system of attending consumer complaints
at Distribution Offices, Central Office, Head Office or over telephone
will continue, if the consumers are not satisfied with the redressal
of their complaints at the initial stage and have further grievances,
they can approach the “Consumer Grievance Redressal Forum”,
as detailed below with such grievance. The forum has Grievance
Redressal Officer(s) (GRO) at sub divisional and divisional level
and Central Grievance Redressal Officer (CGRO) at the corporate
head quarters level.
- As per the Regulations, the Redressal Forum is required to
follow the procedures laid down hereinafter to deal with any complaint
of any existing or prospective consumer of power within the area
of supply of DPSCL.
(a) The consumer shall approach the GRO of his area only through
a written petition, submitting in the same, as much concrete and
detailed information about grievance as possible. If his grievance
is the subject matter of any court case, he should furnish a copy
of his plaint and indicate the status of the court case. In case,
the court case has already resulted in an order, he should submit
a copy of that order.
(b) The grievance petition shall be acknowledged by the GRO in
writing within 7 (seven) working days from the date of receipt
of the grievance petition. Each petition shall be given a consecutive
number pertaining to that year and the date on which such number
is given and the same shall be specifically quoted in communication
to the grievance petitioner.
(c) In the opinion of the GRO, if a grievance does not require
any consultation with technical expert of DPSCL or any spot inspection,
the GRO after giving reasonable opportunity of hearing to both
parties, pass order disposing the grievance petition within 21
(twenty one) working days from the date of sending the acknowledgement
to the petitioner.
(d) Where Redressal of a grievance involves consultation with
technical expert of DPSCL or any spot inspection or both, the
GRO after giving reasonable opportunity of hearing to both parties,
pass order disposing the grievance petition within 45 (forty five)
working days from the date of sending the acknowledgement to the
petitioner.
(e) Each order of a GRO by which a consumer’s grievance
is finally disposed off, shall contain the information to the
effect that the consumer may approach the Ombudsman for settlement
of his grievance, if he feels dissatisfied with the order of the
GRO. The order should also mention the full postal address, telephone
& fax no., e-mail address etc. of the office of the Ombudsman.
(f) A certified true copy of the written order passed by a GRO,
shall be given to the grievance petitioner by the GRO within 7
(seven) working days from the date of passing of the order. Each
order will specifically mention of the arrangement of representation
to the Ombudsman, in case the grievance petitioner wishes to move
against the order of the GRO.
- An aggrieved consumer must approach at least one GRO or CGRO
before he can represent his case to the Ombudsman. If a consumer
is not satisfied with the order of the GRO or he does not receive
any order from the GRO who was first approached, within 60 (sixty)
days from the date of lodging his grievance, he may submit written
representation to the Ombudsman for settlement of his grievance.
- Representation to the Ombudsman is without any prejudice to
the aggrieved consumer’s rights to move any other authority
or a court of law or a consumers’ forum for Redressal of
his grievances. If he has moved any such authority or a court
of law, or a consumers’ forum, he shall disclose the same
with all necessary details to the Ombudsman when he files a representation
to the latter.
- The representation should be filed in the format prescribed
in Annexure – I. No fees are payable for filing representation
to the Ombudsman.
- The details of Grievance Redressal Officers in different levels
and Ombudsman are furnished below:
A. CENTRAL GRIEVANCE REDRESSAL OFFICERS OF DPSC LTD. AT CORPORATE
LEVEL:
| 1. |
MR. S. PODDER, DEPUTY GENERAL
MANAGER (TECH.),
ADDRESS: PLOT NO. X-1, 2 & 3, BLOCK – EP, SECTOR
– V,
SALT LAKE CITY,
KOLKATA- 700 091.
PH:033-23573586/4309/4310
FAX: 033-23572452
Email : subhendu.podder@dpscl.com |
| 2. |
MR. CHIRANJIB DAS, SECRETARY
& GENERAL MANAGER (L&A),
ADDRESS: PLOT NO. X-1, 2 & 3, BLOCK – EP, SECTOR
– V,
SALT LAKE CITY,
KOLKATA- 700 091.
PH:033-23573586/4309/4310
FAX: 033-23572452
Email : cd@dpscl.com |
B. GRIVANCE REDRESSAL OFFICERS OF DPSC LTD. AT DIVISIONAL LEVEL:
1. MR. K. K. TARAN, ADDL. CHIEF ENGINEER (PROJECTS
& PLANNING)
ADDRESS: DPSC LTD., SANCTORIA, P.O. DISHERGARH,
DIST. BURDWAN,
WEST BENGAL,
PIN-713 333
PHONE:0341 2520451
FAX: 0341-2520022
Email : kunal.taran@dpscl.com
2. MR. SWAPAN KR. SARKAR, SENIOR GENERAL SUPERINTENDENT
(T&D AND LOAD MANAGEMENT),
ADDRESS: DPSC LTD., SANCTORIA, P.O. DISHERGARH,
DIST. BURDWAN,
WEST BENGAL,
PIN-713 333
PHONE:0341 2520453
FAX: 0341-2520022
Email : swapan.sarkar@dpscl.com
C. GRIEVANCE REDRESSAL OFFICERS OF DPSC LTD. AT SUB-DIVISIONAL
LEVEL:
DISHERGARH DISTRIBUTION:
1. MR. SANJAY BHATTACHARYA, EXECUTIVE ENGINEER
ADDRESS: DISHERGARH POWER STATION, P.O. SUNDERCHAK,
DIST. BURDWAN,
WEST BENGAL,
PIN-713 360.
PHONE: 0341 2510626/2510442/2510447.
FAX: 0341-2511900
Email : sanjoy.bhattacharya@dpscl.com
2. MR. SANTU HORE, TECHNICAL OFFICER
ADDRESS: DISHERGARH POWER STATION, P.O. SUNDERCHAK,
DIST. BURDWAN,
WEST BENGAL,
PIN-713 360,
PHONE: 0341 2510626/2510442/2510447.
FAX: 0341-2511900
Email : santu.hore@dpscl.com
SEEBPORE DISTRIBUTION:
1. MR. RANJIT DAS, DIVISIONAL ENGINEER (T&D)
ADDRESS: SEEBPORE POWER STATION, P.O. JAMURIA,
DIST. BURDWAN,
WEST BENGAL.
PHONE: 0341 2455253.
FAX: 0341-2455478
Email : ranjitkr.das@dpscl.com
2. MR. G. P. DALAL, SENIOR GENERAL SUPERINTENDENT (T&D).
ADDRESS: SEEBPORE POWER STATION, P.O. JAMURIA,
DIST. BURDWAN,
WEST BENGAL.
PHONE: 0341 2455563
FAX: 0341-2455478
Email : g.dalal@dpscl.com
LUCHIPUR DISTRIBUTION:
1. MR. SHEKHAR PAL, DIVISIONAL ENGINEER (T&D).
ADDRESS: LUCHIPUR RECEIVING STATION. P.O. KAJORA,
DIST. BURDWAN,
WEST BENGAL.
PHONE: 0341 2379251
FAX: 0341 2379251
Email : shekhar.pal@dpscl.com
2. MR. MOHSIN MONDAL, EXECUTIVE ENGINEER (T&D)
ADDRESS: LUCHIPUR RECEIVING STATION. P.O. KAJORA,
DIST. BURDWAN,
WEST BENGAL.
PHONE: 0341 2379251
FAX: 0341 2379251
Email : mahasin.mondal@dpscl.com
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NOTES:
1. Normally consumers shall approach GRO under Sl. No. 1 of his
area through a written petition.
2. In absence of GRO under Serial No. 1, consumers shall approach
GRO under Serial No. 2 at that location
.
D. OMBUDSMAN
OFFICE OF THE OMBUDSMAN WB ELECTRICITY REGULATORY COMMISSION
CENTRE FOR EXCELLENCE
PLOT X - 1,2 & 3, BLOCK EP SECTOR - V,
SALT LAKE CITY,
KOLKATA - 700 091
PHONE- +91 033 2357 2416
FAX - 033 2357 2415 |
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