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 from the date of intimation to the IGR 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.

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.

The Forum shall entertain a Grievance only.

((a) If the consumer has complied with the procedure under IGR Cell 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 from the date of intimation.

(c) 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

(d) If a representation by the consumer, in respect of the same Grievance, which is not decided /not pending in any proceedings before any court, tribunal or arbitrator or any other authority.

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 section 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.

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

You can also view the Objectives and the Procedure.