A 'Forum for Redressal of Consumer Grievances' APEPDCL was functioning at the following address with Chairperson, Member Accounts, Member Legal and Member co-opted Affairs in the service areas of APEPDCL ie., Srikakulam, Vizianagaram, Visakhapatnam, East Godavari, West Godavari Districts keeping in view the provisions of Electricity Act-2003 Regulations of APERC, General Terms and Conditions of Supply of the Licensee approved by the APERC, Tariff Order approved by the APERC.

1. Interruption/Failure of Power Supply
2. Delay in release of new services.
3. Disconnection and reconnection of Power Supply.
4. Problems in metering
5. Voltage Flutuations
6. Billing problems (Short/Abnormal)
7. Meter Problems
8. Transfer of ownership and conversion of Services
9. Any other Problems.

1. There is no proforma for filing a Complaint. The consumer can represent on a plain paper about his grievance to be resolved duly giving Service Connection No., Name of Village/Towen,District and his Complete postal address including Phone Number if any.
2. The Complaint should be visible and self explanatory with supporting documents if any, duly signed. There is no fee for filing the Complaint.
3. Soon on receipt of the complaint from the consumer the acknowledgement will be issued instantaneously
4. The consumers may or may not represent through an Advocate or qualified person of his choice duly authorizing him to represent the case.
5. If necessary opportunity will be given for oral hearing at his nearest place.
6. Site Inspection will be conducted if necessary to acquaint with the problem in detail.
7. Forum decides every complaint within a maximum period of 45 days from the date of receipt of complaint.The Forum will give the reasons in support of its decisions.

About CGRF

1. The "Consumer Grievances Redressal Fouram" has been established in APEPDCL with effect from February 2005 as per the guidelines issued by the Hon'ble " Andhra Pradesh Electricity Regulatory Commission" vide Regulation 1 of 2004 in exercise of the powers under Sub - Section (5) of Section 42 read with clause (r) and (s) of Sub-Section (2) of Section 181 of the Electricity Act 2003.
2. The 'Forum' is consisting of four members including the Chairperson (Technical), Member (Accounts) and Member (Legal) and all appointed by the Licensee and Co-opted Member, who is familiar with Consumer affairs, nominated by the Hon'ble APERC from out of the registered Consumer Organizations.
3. The 'Forum' is functioning independently and impartially even though it is an 'internal 'Forum' of the Licensee without allowing any scope for 'doubt' and pointing out the mistakes of the officers of the Licensee and settling all grievances concerning electricity.
4. What are the issues covered in the Regulations?

The APERC has formulated some Regulations in the year 2004 and some among them which are related to the 'consumer' are as follows (details can be seen in APERC web site).

1. The Regulation 1. covers matters relating to the following:
   Establishment and constitution of the Forum.
   Functions of the Forum.
   The Obligation of the Licensee (Electricity supply company).
   Procedure for lodging complaints.
   Procedure followed in the Forum for disposing off complaints.
   Procedure of complaining with Ombudsman . etc
   
2. Regulation 5 covers matters relating to the following:
   Recovery of Electricity charges from Consumers
   Electricity bills, Intervals, body of the bill, payment procedure, Erroneous/disputed bills, Disconnection of service, etc.
   Restoration of supply
   Right of Licensee to enter Consumer premises etc.
   
3. Regulation 6 covers matter relating to following:
   Security deposit, Review, Interest, Refund of Security Deposit etc.
   
4. Regulation 7 covers matters relating to the following:
   Licensee's Standards of performance - Schedule I.
   Compensation to the effected Consumers - Schedule II.
   Overall Standards of performance - Schedule III.
   
5. What is the purpose of these Regulations?

The objective of these regulations are to protect the interests of Electricity consumers and to give them an additional Forum to bring their complaints and grievances before the Forum for quick redressal.

6. Does it cost the consumer to use this facility?

No. The consumer need not pay any amount to file complaints in the Forum.

7. Should the consumer engage an Advocate or Lawyer?

No. There is no necessity for the consumer to engage the services of advocates or Lawyers. Consumer can appear on his/her own, however a consumer may nominate his/her representative in the Forum.

8. As per Regulation 1. Sub Section 2(c) of APERC 2004 the "Complainant" shall include-
1. A Consumer as defined under clause (15) of Section 2 of the Act;
2. An applicant for new connections;
3. Any registered Consumer Society; and
4. Any unregistered association of Consumers where the Consumers have similar interest;
9. A 'Consumer' is defined under clause (15) of Section 2 of the Electricity Act 2003 as "Any person who is supplied with electricity for his own use by a Licensee or the Government or by any other person engaged in the supplying of electricity to the public under this Act or any other law for the time being in force and includes any person whose premises are for the time being connected for the purpose of receiving electricity with the works of a Licensee, the government or such person, as the case may be".
10. Can all complaints relating to electricity be filed in the Forum?

No. There are certain issues on which the Consumer Grievance Redressal Forum cannot entertain complaints from the consumers. The following are excluded from the purview of the Forum.

1. unauthorized use of electricity as provided under Section 126 of the Electricity Act 2003 (Malpractice)
2. Offences and penalties as provided under Section 135 to 139 of the Electricity Act 2003 (Theft of Energy).
3. Accident in the distribution supply or use of the electricity as provided under 161 of the Electricity Act (Electrical Accidents).
11. How many Forums will be established?

Every Licensee should establish one Consumer Grievance Redressal Forum having jurisdiction over its area of supply. The Forum shall have sittings at the Head Quarters and /or at any other place in the Licensee area as may be decided by the Forum depending upon the number of grievances and are of operation. Besides CGRF be mandated and required to hold court as notified days in different Districts to ensure consumers get easy access to the grievance reddressal mach animism.

12. How to get information about the Forum and its working?

The Licensee shall from time to time give publicity of the constitution and existence of the Forum including in the bills raised for the supply of electricity to the consumers and in such other manner as the Commission may from time to time notify. The names and designation of the Members and the concerned officers of the Forum, address, e-mail, Fax and phone numbers of the Forum shall be displayed at all the offices of the Licensee and shall also be duly publicised, if considered appropriate including on the bills raised on the consumers.

13. How to lodge complaints in the Forum?
1. As a first step consumers have to approach the officials of the Licensee are register a complaintin the call center and try to get their grievance as required IEC act .redressed as per the Complaints handling procedure.
2. If there is no response or in case of inadequate response, consumers can lodge the complaint in the Consumer Grievance Redressal Forum.

The complaint should be in writing in white paper with full details and address of the complainant including cell number and shall enclose any additional information or documents in support of their complaint.

The Forum shall issue due acknowledgement of the receipt of the complaint to the complainant.

14. What does the Forum do with the complaint?

The Forum sends a copy of the complaint to the Licensee for its comments within five days from the date of complaint. The Licensee should give its comments within 10 days of intimation from the Forum. If no reply is received from the Licensee the forum shall proceed on the basis of the material available on record. ( Revenue and Technical and Legal).The Forum members shall record their opinion on the register maintained at forum office for recorded evidence.

The Forum may pass such interim Orders on the request of the complainant as the Forum considers appropriate pending the final decision of the complaint.

The Forum will intimate in writing the date of hearing to all the parties.

The decision of the Forum shall be recorded in writing and communicated to the complainant and the licensee for compliance within 45 days from the date of receipt of complaint.

15. Is the decision of the Forum final?

YES. The decision of the Forum is final as far as the Licensee is concerned. However the complainant may make a representation against the order of the Forum to the VIDYUTH OMBUDSMAN, situated at 4th Floor, Singareni Bhavan, Red Hills, Hyderabad - 500004.

16. What is the time limit to make a representation to the Ombudsman?

The complainant should make a representation to the Ombudsman within THIRTY days from the date of the receipt of the order from the Forum. However the Ombudsman may grant extension.