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Consumer Grievance Redressal Mechanism

In line with the Electricity Act, 2003 and as per Maharashtra Electricity Regulatory Commission (Consumer Grievance Redressal Forum and Electricity Ombudsman) Regulations, 2020, the following are the step by step legal remedies available to the electricity consumers to redress their grievances:-

Web-based portal of Distribution Licensee:

Consumers can register their complaints electronically/digitally through SMS, online registration, web-chat facility and mobile application (in person or through toll free telephone numbers) on web based portal of distribution licensee, which shall be integrated with the complaint handling system through the Consumer Call Centres
Name of Distribution Licensee Web - Portal for Complaint
Maharashtra State Electricity Distribution Co. Ltd. MSEDCL Web Portal
Tata Power Company Ltd TPC Web Portal
Adani Electricity Mumbai Limited AEML Web Portal
BEST Undertaking BEST Web Portal
Mindspace Business Parks Private Limited MBPPL Web Portal
Gigaplex Estate Private Limited GEPL Web Portal
Nidar Utilities Panvel LLP (NUP LLP) NUP Web Portal
Maharashtra Airport Development Corporation-SEZ Nagpur MADC Web Portal
Laxmipati Balaji Supply Chain Management Ltd. -SEZ Panvel LBSCML Web Portal
KRC Infrastructure & Project PVT Ltd - Pune KRCIPPVT Web Portal
Jawaharlal Nehru Port Trust - SEZ Raigadh JNPT Web Portal
EON Kharadi Infrastructure Pvt. Ltd.-SEZ EONKIP Web Portal

Consumer Grievance Redressal Forum (Forum)

The Complainant may approach the Forum, if the complaint is closed on the abovesaid web based portal without the consent or satisfaction of the Complainant or after expiry of 3 days (for complaints related to non-supply, connection, re-connection or disconnection of supply) or 15 days (for all other complaints) from the date of registration of complaint, whichever is earlier. However, the Consumer may also directly approach the Forum, even if no complaint has been registered on the web portal. As per the notified CGRF & EO Regulations, 2020, there are total 18 CGRFs in the State of Maharashtra.

Electricity Ombudsman

Any Complainant, who is aggrieved by the non-redressal of his Grievance by the abovesaid Forum, may, either directly or through his duly authorised representative, make a representation for redressal of his Grievance to the Electricity Ombudsman within sixty (60) days from the date of the Order of the Forum. There are two Electricity Ombudsman in Maharashtra State as follows: Electricity Ombudsman (Mumbai) for Mumbai, Mumbai Suburbs, Thane, Raigad, Ratnagiri, Sindhudurg, Kolhapur, Solapur, Sangali, Satara, Pune, Nashik, Dhule, Jalgaon, Ahmednagar and Nandurbar Districts, and Electricity Ombudsman (Nagpur) for Amravati, Akola, Buldhana, Yeotmal, Washim, Nagpur, Wardha, Bhandara, Gadchiroli, Chandarapur, Gondia, Latur, Beed, Nanded, Osmanabad, Aurangabad, Jalna, Parbhani and Hingoli district. Maharashtra Electricity Regulatory Commission For non-compliance of the Forum’s Order and/or Electricity Ombudsman’s orders by distribution licensee, the consumer can approach the Commission under Section 142 and 146 of the Electricity Act, 2003.