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The CGRF has established in accordance with MERC (CGRF & EO) Regulations,2020 with the objectives to protect interest of consumers of BEST Undertaking, to aware consumers of their rights, to accelerate grievance redressal process, ensuring of remedial mechanism to consumers in the event of failure or delay in redressal of complaints on the part of Distribution Licensee BEST Undertaking.
Address Details
Address for CGRF : Ground floor, Multistoried Annex Bldg.,
Colaba Depot, BEST Marg,
Colaba, Mumbai - 400 001.
E-mail id : [email protected]

The name and telephone number of the members of the CGR Forum is as follows.
Name, Address & Phone of Office Ground floor, Multistoried Annex Bldg.,
Colaba Depot, BEST Marg,
Colaba, Mumbai - 400 001.
Tel No:  +91-22 22799528 / +91-22 22799535
  [email protected]
Circle/ Division (Area Covered) Colaba to Sion & Colaba to Mahim
Chairman CGRF Shri Mahesh Sitaramji Gupta
Tel No:  +91-22- 22856262 - Ext.533
Smt. Manisha K. Daware Technical Member
Tel No: +91-22-22856262 - Ext.532

Independent Member
Smt. Anagha A. Acharekar Independent Member
Tel No: +91-22-22856262 - Ext.531


Shri. M.R. Masurkar

Tel No : +91-22-22856262 -Ext.535

It is advisable to consumers to register their complaint initially to the Internal Complaint Redressal System (ICRS) by visiting any of following links for registration of their complaints on ICRS web portal.

1. http://bestundertaking.net:81
2. https://customercare.bestundertaking.com

The Consumer may approach CGRF in the event of unsatisfactory or unresolved complaints or closure of complaint without consumer’s consent/or non-redressal of complaint within resolution time by complaint resolution handling system (ICRS) of Distribution Licensee.


1. The Consumers are advised to approach the appropriate Offices Customer Care Ward offices of the Licensee BEST Undertaking for redressing their complaint initially. The address of the concerned ward office of your area is printed on upper right corner of electricity bill.

2. If the complaint is not resolved in time or without the consent or satisfaction of the consumer, they may approach the CGRF, either on refusal from Customer Care Ward office of the Licensee BEST Undertaking or after expiry of 3 days (for complaints related to non-supply, connection, re-connection or disconnection of supply)or 15 days (for all other complaints) from date of registration of complaint, whichever is earlier.

3. A grievance to the Consumer Grievance Redressal Forum (CGRF) has to be submitted in Schedule ‘A’ form filled up in all respect.

4. The grievance may be submitted either in person or through post ,email or through web based portal.

5. All the relevant documents are to be annexed and uploaded with the form.

6. On receipt of the compliant the same shall be forwarded to the licensee for reply which shall be filed by licensee within fifteen (15) working days from date of intimation from CGRF.

7. Date of hearing of the grievance shall be notified to the parties by the Forum. The Forum can pass such interim orders, pending final disposal of the case, as may appear to it to be necessary and just in the interest of justice.

8. On completion of the proceedings, the Forum shall pass appropriate order. The Forum shall provide certified copy of final orders to the parties free of cost.


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