DPSC LIMITED
NOTICE TO CONSUMERS
FORUM FOR REDRESSAL OF GRIEVANCES OF CONSUMERS
- The Hon’ble West Bengal Electricity Regulatory Commission has published Notification No. 27/WBERC dated 17th January, 2006 called the West Bengal Electricity Regulatory Commission (Guidelines for Establishment of Forum for Redressal of Grievances of Consumers and Time and Manner of Dealing with such Grievances by the Ombudsman) Regulations, 2006 in the Kolkata Gazette, Extraordinary on 17th January 2006 in supersession of Notification No. 10/WBERC dated 23.09.2003 published on 8th October 2003.
- As directed by the new Notification, DPSC Limited (DPSCL) has restructured their earlier grievance handling system. The existing system of attending consumer complaints at Distribution Offices, Central Office, Head Office or over telephone will continue. If however, the consumers are not satisfied with the redressal of their complaints at the initial stage and have further grievances, they can approach the new “Consumer Grievance Redressal Forum”, which has been restructured to handle such grievances. The forum will have Grievance Redressal Officer(s) (GRO) at sub divisional and divisional level and Central Grievance Redressal Officer (CGRO) at the corporate head quarters level.
- The new redressal forum has started functioning with effect from 16th March 2006. The said forum shall follow the procedures laid down hereinafter to deal with any complaint of any existing or prospective consumer of power within the area of supply of DPSCL.
(a) The consumer shall approach the GRO of his area only through a written petition, submitting in the same, as much concrete and detailed information about grievance as possible. If his grievance is the subject matter of any court case, he should furnish a copy of his plaint and indicate the status of the court case. In case, the court case has already resulted in an order, he should submit a copy of that order.
(b) The grievance petition shall be acknowledged by the GRO in writing within 7 (seven) working days from the date of receipt of the grievance petition. Each petition shall be given a consecutive number pertaining to that year and the date on which such number is given and the same shall be specifically quoted in communication to the grievance petitioner.
(c) In the opinion of the GRO, if a grievance does not require any consultation with technical expert of DPSCL or any spot inspection, the GRO after giving reasonable opportunity of hearing to both parties, pass order disposing the grievance petition within 21 (twenty one) working days from the date of sending the acknowledgement to the petitioner.
(d) Where redressal of a grievance involves consultation with technical expert of DPSCL or any spot inspection or both, the GRO after giving reasonable opportunity of hearing to both parties, pass order disposing the grievance petition within 45 (forty five) working days from the date of sending the acknowledgement to the petitioner.
(e) Each order of a GRO by which a consumer’s grievance is finally disposed off, shall contain the information to the effect that the consumer may approach the Ombudsman for settlement of his grievance, if he feels dissatisfied with the order of the GRO. The order should also mention the full postal address, telephone & fax no., e-mail address etc. of the office of the Ombudsman.
(f) A certified true copy of the written order passed by a GRO, shall be given to the grievance petitioner by the GRO within 7 (seven) working days from the date of passing of the order. Each order will specifically ntion of the arrangement of representation to the Ombudsman, in case the grievance petitioner wishes to move against the order omef the GRO.
- An aggrieved consumer must approach at least one GRO or CGRO before he can represent his case to the Ombudsman. If a consumer is not satisfied with the order of the GRO or he does not receive any order from the GRO who was first approached, within 60 (sixty) days from the date of lodging his grievance, he may submit written representation to the Ombudsman for settlement of his grievance.
- Representation to the Ombudsman is without any prejudice to the aggrieved consumer’s rights to move any other authority or a court of law or a consumers’ forum for redressal of his grievances. If he has moved any such authority or a court of law, or a consumers’ forum, he shall disclose the same with all necessary details to the Ombudsman when he files a representation to the latter.
- The representation should be filed in the format prescribed in Annexure – I. No fees are payable for filing representation to the Ombudsman.
- The details of Grievance Redressal Officers in different levels and Ombudsman are furnished below:
A. CENTRAL GRIEVANCE REDRESSAL OFFICERS OF DPSC LTD. AT CORPORATE LEVEL:
1. MR. ANJAN CHOWDHURI, HEAD (F&C),
ADDRESS: CENTRE FOR EXCELLENCE, PLOT NO. X-1, 2 & 3,
BLOCK – EP, SECTOR – V, SALT LAKE CITY,
KOLKATA- 700 091.
PH:033-23573586/4309/4310
FAX: 033-23573758
2. MR. CHIRANJIB DAS, SECRETARY & DEPUTY GENERAL MANAGER (L&A),
ADDRESS: CENTRE FOR EXCELLENCE, PLOT NO. X-1, 2 & 3,
BLOCK – EP, SECTOR – V, SALT LAKE CITY,
KOLKATA- 700 091.
PH:033-23573586/4309/4310
FAX: 033-23573758
B. GRIVANCE REDRESSAL OFFICERS OF DPSC LTD. AT DIVISIONAL LEVEL:
1. MR. K. K. TARAN, GENERAL SUPERINTENDENT (T & D)
ADDRESS: DPSC LTD., SANCTORIA, P.O. DISHERGARH,
DIST. BURDWAN,
WEST BENGAL,
PIN-713 333
PHONE:0341 2520448
FAX: 0341-2520022
2. MR. SADHAN DUTTA, CHIEF ENGINEER (T&D and ADMIN.)
ADDRESS: DPSC LTD., SANCTORIA,
P.O. DISHERGARH,
DIST. BURDWAN,
WEST BENGAL,
PIN-713 333
PHONE:0341 2520295
FAX: 0341-2520022
C. GRIEVANCE REDRESSAL OFFICERS OF DPSC LTD. AT SUB-DIVISIONAL LEVEL:
DISHERGARH DISTRIBUTION:
1. MR. SUPRATIM CHATTERJEE, TECHNICAL OFFICER
ADDRESS: DISHERGARH POWER STATION, P.O. SUNDERCHAK,
DIST. BURDWAN, WEST BENGAL,
PIN-713 360.
PHONE: 0341 2510626/2510442/2510447.
2.
MR. SWAPAN KR. SARKAR, GENERAL SUPERINTENDENT (T&D AND LOAD MANAGEMENT),
ADDRESS: DISHERGARH POWER STATION, P.O. SUNDERCHAK,
DIST. BURDWAN, WEST BENGAL,
PIN-713 360,
PHONE: 0341 2510626/2510442/2510447.
SEEBPORE DISTRIBUTION:
1. MR. SHEKHAR PAL, EXECUTIVE ENGINEER,
ADDRESS: SEEBPORE POWER STATION,
P.O. JAMURIA,
DIST. BURDWAN,
WEST BENGAL.
PHONE: 0341 2455563.
2.
MR. G. P. DALAL, GENERAL SUPERINTENDENT.
ADDRESS: SEEBPORE POWER STATION,
P.O. JAMURIA,
DIST. BURDWAN,
WEST BENGAL.
PHONE: 0341 2455563
LUCHIPUR DISTRIBUTION:
1. MR. RANJIT DAS, DIVISIONAL ENGINEER.
ADDRESS: LUCHIPUR RECEIVING STATION.
P.O. KAJORA,
DIST. BURDWAN,
WEST BENGAL.
PHONE: 0341 2667171.
2.
MR. SOMEN ROY, SUPERINTENDING ENGINEER (T&D)
ADDRESS: LUCHIPUR RECEIVING STATION.
P.O. KAJORA,
DIST. BURDWAN,
WEST BENGAL.
PHONE: 0341 2667171.
NOTE:
- Normally consumers shall approach GRO in Sl. No. 1 of his area through a written petition.
- In absence of GRO in Serial No. 1, consumers shall approach GRO in Serial No. 2 at that location.
D. OMBUDSMAN
Address : OFFICE OF THE OMBUDSMAN
WB ELECTRICITY REGULATORY COMMISSION
BIKALPA SHAKTI BHAWAN, (3RD FLOOR),
J-1/10, EP & GP BLOCK,
SECTOR V, SALT LAKE,
KOLKATA – 700 091
PHONE- 033 23572416
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