The Joint Electricity Regulatory Commission (JERC) has announced the Consumer Grievances Redressal Forum and Ombudsman Regulations, 2024, which supersedes the 2019 regulations. Under these new guidelines, every distribution licensee must establish a grievance redressal forum within six months of receiving their license. The forum will address consumer complaints effectively, with officers of the licensee and consumer representatives on board. This notification was published on 29/08/2024.
The appointment of members will prioritize experienced professionals, ensuring the Chairperson has at least 15 years in the power sector. Independent members will be selected through a public process. The forum will operate with defined jurisdiction, handling grievances filed within three months after exhausting initial complaint procedures. Regular reporting will be mandated to enhance transparency, including quarterly and annual summaries of grievance resolutions. Overall, these regulations aim to streamline the grievance redressal process and improve consumer rights awareness.
