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Consumer Service Manual (Draft) |
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Complaint Handling and Dispute Resolution
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Complaint Registration Form (PDF)
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NEPRA’s
Vision About Complaints
NEPRA has to keep a window open to public for
resolving complaints where the licensees are not
adhering to the standards. This is also in
accordance with the RGT&D Act 1997, Section 39
reproduce below:
Complaints: –
(1) Any interested person, including a
Provincial Government, may file a written
complaint which the Authority against a licencee
for contravention of any provision of this Act
or any order, rule, regulation, licence or
instruction made or issued thereunder.
(2) The
Authority shall, on receipt of a complaint,
before taking any action thereon, give notice to
the licensee or any other person against whom
such complaint has been made to show cause and
provide such licencee or such other person an
opportunity of being heard.
NEPRA has
to constantly monitor and enforce the service
obligations which could only be done through a
Consumer Affair Division. The cell is actively
playing its part through vigilance and pro active
role to redress the complaints of consumers. This
is not only providing relief to consumers but is
bringing more visibility to NEPRA.
It is understood
that although the day to day complaints cases will
continue to be dealt by the Consumer Service
Centres of the utility, the consumer complaints
against the licencees (DISCOS), particularly of
the nature as mentioned below will continue to
come to NEPRA. It is important that NEPRA must
keep track of the issues faced by the consumers as
this will help NEPRA in monitoring and compliance
of service obligations. The Consumer Affair
Division will effectively be asking the licencees
to redress the grievances of the consumers by
close liaison with the Provincial Offices of
Inspection and the liaison offices of NEPRA in the
provinces.
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Role
of Consumer Affairs Division
The basic
role of Consumer's Affair Division is to ensure
dispensation of justice and protection of
consumers interests. It will oversee the
performance and effectiveness of the offices of
the inspection and liaison offices in the
provinces. Consumer Affair Division will ensure
the enforcement of regulation act, rules, orders
and instructions by NEPRA. While protecting the
interest of the consumers, Consumer Affair
Division would keep vigilance so that the electric
supply companies:-
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Expeditiously attend to the
complaints and provide redressal in the minimum
time period.
-
Ensure that the electric
supply companies provide accurate and timely
bills to the consumers.
-
Fluctuation free supply to
the consumers.
-
No un-scheduled
interruptions.
-
Safety standards are
maintained.
-
Provide prescribed quality
of electricity.
-
Provide compensation to the
effected consumers.
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Types of Complaints
5. NEPRA
will entertain complaints by any person or the
provisional government against the licencee for
non compliance or contravention of the regulation
act. Nevertheless NEPRA will in variably be
dealing with the types of complaints as under:
a.
Tariff Issues.
Unless approved by NEPRA
and notified by Government, the DISCO could not
unilaterally levy an additional tariff to
consumers. NEPRA being the guardian for the
protection of consumer’s interests will only
act, if it gets the feed back from consumers in
the form of complaints/petitions.
b.
Frequent and prolonged shutdowns.
The consumers will seek the intervention and
assistance of NEPRA who will ask the licencees
to explain reasons for unscheduled shutdowns and
breakdowns. This may be due to poor construction
and over loading of the system and equipment.
c. Safety Standards.
Violation of performance standards by licencees
to deal with the cases as under:-
1. Electrocution due to
improper earthing
2. Loose and dangling
wires.
3. Low height at
crossings and other public places.
4. Tilting poles
5. Miscellaneous safety
hazards
d.
Correct Voltage.
The Electricity Supply
Company is required to provide quality
electricity to consumers and adhere to
performance standards. When there are regular
complaints against the licencee of a certain
area for supplying constant low voltage
effecting the efficiency and working of the
consumer equipment thus causing damage, the
company will be asked to redress the complaints
expeditiously and may levy fines if desired.
e. Metering and Billing.
It is not the DISCO which should be checking and
giving verdict for the correctness of the
meters. The disputes of the faulty meters should
be referred to Electric Inspectors who should be
adequately equipped to check the correctness of
meters or otherwise and their report should be
taken as final. The NEPRA has to periodically
assess the effectiveness of inspections made by
POIs.
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Conclusion
6. As a
regulatory body , retaining a Consumer Affair
Division is mandatory to get a regular feed back
from consumers regarding the quality of service
that the utility is providing to its consumers.
The distressed consumers will always look forward
to the regulatory Authority for redressal of their
grievances and dispensation of speedy justice. The
Consumer Affair Division is thus the most
important segment of the electricity regulatory
authority.
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Contact Person:
Amer Zia,
Director General (CAD & Coord.),
Email Address:
CAD@nepra.org.pk ,
info@nepra.org.pk
Postal Address: OPF
Building, 2nd Floor, Shahrah-e-Jamhooriyat, G-5/2,
Islamabad.
Telephone : 9205294,
9207200 Ext. 325 Fax: 9210215
Naweed Illahi
Shaikh Dy: Director (CAD)
NEPRA Consumer Complaint
Cell: 2nd Floor PIA Building Blue Area Islamabad
Telephone :
9205003-4, 9205293 Fax: 9217651 |
