The Hindu Business Line : Kerala SERC notifies constitution of consumer redressal forums

THE Kerala State Electricity Regulatory Commission (SERC) has issued a notification, as stipulated in the Electricity Act of 2003, regarding the constitution of a consumer grievance redressal mechanism.

The notification, titled "Kerala State Electricity Regulatory Commission (Consumer Grievance Redressal Forum and Electricity Ombudsman) Regulations, 2004", envisages setting up of three grievance redressal forums at Thiruvananthapuram, Kochi and Kozhikode and the constitution of an Electricity Ombudsman.

Mr M.K.G. Pillai, Chairman of SERC, told newspersons here on Tuesday that each forum would have a Chairman and two members.

The Kerala State Electricity Board (KSEB) will put the forums in place, while the responsibility of constituting the ombudsman is with SERC.

The chairman of the forum will be a person of ability, integrity and standing, with a good knowledge of electrical engineering, finance, law and administration in the power sector. He should not be an employee of the power distribution licensee.

One of the members would be an employee of the distribution licensee not below the rank of executive engineer and with not less than three years of service left. He will have to step down as the member of the forum on superannuation.

The other member would be a representative of a registered society of non-government organisation or consumer protection organisation or a consumer activist working for at least five years on matters concerning consumer interest. The forum shall meet at least once in a week.

Mr Pillai said the consumers would be free to approach the forum having jurisdiction over the area where they reside or conduct business. If the order of the forum does not satisfy the complainant, he can take up the matter with the ombudsman.

The ombudsman has to be an electrical engineer of ability, integrity and standing who has experience of not less than 20 years in the power sector. The period the ombudsman's tenure in office will be three years.

The representation admitted by the ombudsman shall be disposed of within a period of three months from the date of its receipt. In the event of exceeding three months, the ombudsman shall record, in writing, the reasons for the delay.

The representation will be disposed of either through settlement by agreement or through proceedings held by SERC to hear the parties.

The ombudsman shall be guided by such factors, which, in his opinion, are necessary in the interest of justice. He should also ensure transparency while exercising his powers and discharging his functions.