1
Sl.
No.
Contents
Slide
Number
1
Available mechanisms for
redressing complaints
3
2
Time Lines
4-5
3
Tips for writing a complaint
6-7
4
Group activity
8-10
2
Ombudsman
Regional
Grievance
Redressal
Office
Station Manager/
Toll Free Number
3
4
Written petition to the
GRO of the respective
area
7 Days
Acknowledgement of the
Grievance filed by the
applicant/customer
21 DAYS
45 DAYS
Plaint to be readdressed if
no technical support
required
If the complaint is
redressed but not
satisfactory
60 Days
Approach The Ombudsman
with the complete details of
communication with the GRO
Where decision from
an expert or technical
inspection is required.
Complaint is not
redressed
30 Days
Approach the Ombudsman with
the complete details of
communication with the GRO
5
6
Remember, there is no prescribed format for writing an official
complaint.
key points to be kept in mind while drafting a
letter of complaint :
 Whom to address
 Identify your problem
 The effect of such a problem (what was the effect of
such a problem)
 Keep it short and simple
 Use persuasive techniques (flattery etc..)
 Enclose valid documents as proof
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8
1. STOP METER : The meter has not been working for the
past one year. Complained several times to the toll free
number but no action has been taken yet. The meter
number is KH 068975. What should you do as a
consumer?
2. High Bill: The per quarter electricity consumption of Mr.
Satyuki is 200-220 units. Suddenly the electricity bill for
the quarter of April-June the units consumed was 382
Units. What can Mr. Satyuki do as a consumer?
3. Wrong Name in the Bill: Actual Name- PRASANT
RAMAKRISHAN , Name in the bill- PRASANTA
RAMKRISHNAN. He wants to rectify the name. What can
he do?
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4. New connection related: Applied for new connection two
years back connection still pending. The consumer
approached the Station Manager and the RGRO but in
vain. Whom should he approach and what all documents
should he submit as proof.
5. Voltage Fluctuation: Excessive load is the cause.
Previously 50 consumers were there but presently the
tally has gone up to 80 consumers but there has been no
change in the load capacity of the transformer. Informed
Station Manager but no action yet.
6. Change of consumer category: From domestic to
commercial. Explain the reason and write a letter to the
Station Manager asking for change in category.
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