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The Consumer Grievance Redressal Forum (CGRF) of BEST Undertaking formed in June 2004 as per constituted under section 42 ( 5 ) of Electricity Act 2003, in accordance with the Maharashtra Electricity Regulatory Commission (Consumer Grievance Redressal Forum and Electricity Ombudsman) Regulations 2006, is functioning at the following location
Address Details
Address for CGRF : Ground floor, Multistoried Annexe building,
BEST Colaba Depot, Accommodation Rd.,
Colaba Mumbai- 400 001
E-mail id : [email protected]
    [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 Annexe building,
BEST Colaba Depot, Accommodation Rd.,
Colaba Mumbai- 400 001
Tel No:  +91-22- 22856262 - Ext.528
Email: [email protected]
  [email protected]
Circle/ Division (Area Covered) Colaba to Sion & Colaba to Mahim
Chairman CGRF Shri. Vinayak Govindrao Indrale
Tel No:  +91-22- 22856262 - Ext.533
Shri S. Pavithran Member Distribution Licensee
Tel No: +91-22-22856262 - Ext.532

Member CPO
Dr. Manohar Sanjiva Kamath Member CPO
Tel No: +91-22-22856262 - Ext.531


Shri. Rajendra R. Patil

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


The objective of the CGR Forum is to facilitate and expedite the redressal of grievances of consumers and offer remedy in the event of failure or delay on the part of the BEST Undertaking in redressing their grievances.


The procedure given below is formulated in accordance with Maharashtra Electricity Regulatory Commission’s Consumer Grievance Redressal Forum & Electricity Ombudsman Regulations, 2006.

1. Any electricity consumer of BEST having any grievance is requested first to follow the Internal Grievance Redressal Procedure (IGR) of BEST.

1.1 If, after going through the Internal Grievance Redressal Cell Procedure, the consumer is not satisfied with the remedy or no remedy has been provided by the IGR Cell to his/her grievance within a period of two months, she/he can approach the Consumer Grievance Redressal Forum (CGRF).

2. The grievances must be submitted in writing to the Forum in the format given as “Schedule A”. In case of any difficulty in filling-in the form, the Forum shall render all reasonable assistance orally to the person making the Grievance.

2.1 The Grievance may also be lodged by registered post acknowledgement due, by speed post or by courier service or by any other means of transmission of documents (including FAX message).

2.2 The Grievances may also be submitted in electronic form set out in Schedule A. It is to be ensured that all the enclosures to such Grievance submitted in electronic form shall be submitted in scanned form.

3. The Forum shall send an acknowledgement of receipt of Grievance to the consumer bearing a serial number and date within five (5) working days from the date of receipt of a Grievance. Where the Grievance has been submitted in person, the acknowledgement shall be provided at the time of submission.

3.1 If the Grievance is submitted by email to the Forum, acknowledgement of the receipt of the Grievance to the consumer will be provided by return email as promptly as possible. If the Grievance is submitted by email, hard copies of the same shall be submitted forthwith separately to the Forum.

4. The Forum shall intimate the applicant who has submitted the Grievance, the date of hearing of the Grievance in writing, giving sufficient advance notice. The Forum shall also forward to the applicant, copy of comments on the grievance received and all documents related to the Grievance received from the concerned department/section of BEST.

5. The applicant who has submitted the Grievance or any other person who is a party to any proceedings before the Forum may either appear in person or authorise any person other than an Advocate (within the meaning of the Advocates Act, 1961) to present his case before the Forum.

6. In case the applicant or any other person who has been a party to the proceedings before the Forum fails to appear on the date of hearing, the Forum may decide the Grievance in absence of that person. The Forum may consider postponing the date of hearing if sufficient cause is shown by either party.

7. After considering the Grievance submitted by the consumer, issue-wise comments on the Grievance submitted by BEST, all other records available, the Forum shall complete the complaint as expeditiously as possible and every endeavor shall be made by the Forum to pass appropriate order, on the Grievance for its redressal within a maximum period of two (2) months from the date of receipt of the Grievance by the Forum.

8. If the consumer is not satisfied with the order of the Forum, he/she may approach Electricity Ombudsman for redressal of his Grievance within sixty (60) days from the date of the order of the Forum in prescribed format (Schedule B)

1. Generally, a Grievance will be admitted by the Forum only when the consumer is aggrieved on account of his Grievance not being redressed by the IGR Cell within two months of his grievance registered with the Cell. However, a Grievance may be admitted by the Forum before the expiry of the period of two months, if the consumer satisfies the Forum, that the BEST Undertaking has threatened or is likely to remove or disconnect the electricity connection, provided that the Forum has jurisdiction on such matters.

2. The Forum shall not admit any Grievance unless it is filed within two (2) years from the date on which the cause of action has arisen.

3. The Forum shall entertain a Grievance only:
(a)If the consumer has complied with the procedure under IGR and has submitted his Grievance in the specified form, i.e., Schedule A, to the Forum;

(b)If the consumer is aggrieved on account of his Grievance being not redressed by the IGR Cell within the period of two months.

(c)If the Forum is satisfied that the Grievance is not in respect of the same subject matter that has been settled by the Forum in any previous proceedings; and

(d)If a representation by the consumer, in respect of the same Grievance, is not pending in any proceedings before any court, tribunal or arbitrator or any other authority, or a decree or award or a final order has not already been passed by any such court, tribunal, arbitrator or authority.

4. The grievances falling in the following category are not in the jurisdiction of the Forum :

(a) Unauthorized use of electricity as provided under section 126 of the Electricity Act 2003;

(b) Offences and penalties as provided under sections 135 to 139 of the Electricity Act 2003;

(c) Accident in the distribution, supply or use of electricity as provided under
section 161 of the Electricity Act 2003; and

(d) Recovery of arrears where the bill amount is not disputed.

5. The Forum may reject the Grievance at any stage after giving an opportunity of being heard if it appears to it that the Grievance is:

(a) frivolous, vexatious, malafide;

(b) without any sufficient cause;

(c) there is no prima facie loss or damage or inconvenience caused to the consumer;

For further information, please refer MERC’s MERC (Consumer Grievance Redressal Forum & Electricity Ombudsman) Regulations, 2006 on MERC’s web site www.mercindia.org.in

 You may download
 Annexure 'C' (for approaching Internal Grievance Redressal Cell),
 Schedule 'A' (for approaching Forum)
 Schedule 'B' (for approaching Ombudsman).
 Please note theft and tampered meter cases will not be heard at “ Forum” in line with the clause  6.8 (a) and (b) of MERC (CGRF and Electricity Ombudsman) Regulations, 2006.
 Consumer may visit www.consumerhelpline.in  Website for information

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