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

Any electricity consumer of BEST having any grievance is requested first to follow the Internal Grievance Redressal Procedure (IGR) of BEST by filing complaint in Annexure „C‟ Format which is available in IGRC of respective ward. (You may download the Form from website).

After going through the Internal Grievance Redressal Cell Procedure, if 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, from the date of submission of complaint in Annexure „C‟ format, she/he can approach the Consumer Grievance Redressal Forum (CGRF).

The grievances must be submitted in writing to the Forum in the format given as “Schedule A”. ( You may download the Form from here) In case of any difficulty in filling-in the form, the Forum will render all reasonable assistance orally to the person making the Grievance.

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.

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.

Provided further that, the Forum will 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 will be provided at the time of submission.

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 (6 sets) of the same shall be submitted forthwith separately to the Forum.

The Forum will intimate the applicant who has submitted the Grievance, the date of hearing of the Grievance in writing, giving sufficient advance notice. The Forum will also forward to the applicant, copy of comments on the grievance and all documents related to the Grievance submitted by concerned Customer Care Ward of BEST.

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 authorize any person other than an Advocate (within the meaning of the Advocate Act, 1961) to represent his/her case before the Forum.

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 decide the grievance ex-parte on merits. The Forum may consider request for postponing the date of hearing, if sufficient cause is shown by either party before the scheduled date of hearing.

After considering the Grievance submitted by the consumer, issue-wise comments on the Grievance submitted by BEST, all other records available, the Forum will complete the procedure 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.

If the consumer is not satisfied with the order of the Forum, he/she may approach Electricity Ombudsman, Mumbai for redressal of his/her Grievance within sixty (60) days from the date of the order of the Forum in prescribed format "Form B" You may download the form from here.

You can also view the Objectives and the General conditions.