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NIDAR UTILITIES PANVEL LLP

Power Distribution - Hiranandani Fortune City, Panvel

Customer Call Centre

+91 21 9240 9000

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Procedure For Consumer Grievance Redressal

  1. PREABMLE

    Maharashtra Electricity Regulatory Commission (MERC) has notified the Consumer Grievance Redressal Forum & Electricity Ombudsman Regulations, 2006) dated 20th April 2006 (CGRF & Ombudsman Regulations 2006).

    In terms of Clause 3.3 of the said Regulations, TUCO needs to publish its rules and procedures for redressal of consumer grievances.

    In addition, in pursuance to Clause 4 of the MERC Regulations, Licensees are required to establish a forum for redressal of consumer grievances.

    Maharashtra Electricity Regulatory Commission has now notified CGRF & EO regulations 2020 on 21st September 2020 for setting up on line registration and resolution of consumers grievances. As per Clause 7.3 of the regulation, TUCO has set up the online web based portal for submission of Grievances by consumers.


  2. SETUP TO ADDRESS THE GRIEVANCES OF CONSUMERS

    TUCO has established a 24x7 Call Centre Facility (No: 02192-409000) for effectively resolving consumer complaints. Consumers can also file online complaints on our website www.tuco.in or email support@tuco.in


  3. PROCEDURE FOR ATTENDING COMPLAINTS

    After receiving the complaint at the Call Centre, the Call Centre registers the complaint and gives a complaint number. The time and details of complaint are logged by the Call Centre Executives in the Web-based Complaint Management System while registering the complaint. The Call Centre shall immediately contact the concerned person at TUCO forwarding the complaint details. The Call Centre will also be responsible for follows-up on the status of the resolution of any complaint.

    On resolving the problem, the Call Centre shall check with the Consumer on restoration of power supply / resolution of the issue and close the complaint.

    HT Consumers can also make a complaint call to the Main Receiving Substation (MRSS) directly. Such complaints will be resolved in a stipulated timeframe by the concerned personnel.


  4. ESCALATION MECHANISM

    TUCO has a structured Escalation Mechanism in place to ensure timely resolution of Consumer Complaints.


  5. INTERNAL COMPLAINT REDRESSAL SYSTEM (ICRS)

    In case the Consumer complaint is not resolved for a period of 30 days or if the Consumer is not satisfied with the resolution of the complaint, the Consumer may approach TUCO’s Online INTERNAL COMPLAINT REDRESSAL SYSTEM (ICRS).

    Commercial Complaints to be addressed to:
    Consumer Relations Department,
    Nidar Utilities Panvel LLP,
    23/24 1st Floor, Sector A Retail,
    Hiranandani Fortune City,
    Bhokarpada, Panvel - 410206, Raigad, Maharashtra
    Phone No.: 02192-409102
    Email - icrs@tuco.in

  6. CONSUMER GRIEVANCE REDRESSAL FORUM
    1. Consumer Grievance Redressal Forum (CGRF)

      In case the Consumer is not satisfied with the Internal Grievance Redressal (IGR) Cell of TUCO, then he may register a complaint online on the TUCO website to approach the Chairman of the Grievance Redressal Forum initiated Under Section 4 of the CGRF & Electricity Ombudsman Regulations 2006 as per the format Schedule ‘A’ of the said Regulations. The copy of the same is available at TUCO’s offices or can be downloaded from TUCO’s website.

      The details of the office of the Redressal Forum is given under:
      Phone No.: 02192409004
      Email - cgrf@tuco.in

      The Forum shall complete the enquiry and will pass the order on the Grievance for its redressal within a maximum period of two months from the date of receipt of the Grievance by the Forum.

    2. Electricity Ombudsman

      If the Consumer desires to challenge the Forum’s Order, then he / she can make a representation for redressal of his / her Grievance to the Electricity Ombudsman in writing in the form specified and set out in Schedule ‘B’ of the CGRF & Ombudsman Regulations 2006 within sixty (60) days from the date of the order of the Forum. The copy of the same is available at TUCO’s offices or can be downloaded from TUCO’s Website.

      The details of the office of the Electricity Ombudsman is given under:
      606, Keshva Building,
      6th Floor, Bandra Kurla Complex (BKC),
      Bandra (East),
      Mumbai - 400 051,
      Maharashtra

      Email ID: secretary@mercombudsman.org.in
      electricityombudsmanmumbai@gmail.com

      Phone No: 022 26592965 / 26590339 / 9920017800

      Fax No: 022 26592965

      The Ombudsman shall complete the enquiry and will decide the representation within a period of two months from the date of receipt of the representation by the Electricity Ombudsman.