Forum for Grievances (C.G.R.F)

CGRF HEARING
  • 1) What is the Redressal Forum?

    Redressal Forum is a body independent of the distribution Licensee, set up to resolve consumer disputes/grievances. The Forum has been established in compliance with the provisions of Section 42(5) of the Electricity Act, 2003 and Notification No.11 of 2005 "Establishment of Forum for Redressal of Grievances of Consumers Regulations" (the "Forum") issued by the Hon'ble Gujarat Electricity Regulatory Commission under the said Act.

  • 2. Who can approach the Redressal Forum ?
    • Any complainant can approach the forum in case the Licensee fails to register the complaint or resolve the complaint in a satisfactory manner as prescribed in the Standards of Performance defined by the Hon'ble GERC.
    • The Consumer shall not be entitled to approach the Forum in the following cases:-
      • In cases where proceedings in respect of the same matter and between the same Complainant and the Licensee, are pending before any court, tribunal, arbitrator or any other authority, or a decree or award or a final order has already been passed by any such court, tribunal, arbitrator or authority; and
      • In cases which fall under the Sections 126, 127, 135 to 139, 152 and 161 of the Electricity Act, 2003.
      • In cases where the Complaint/Grievance has been registered two years after the date on which the cause of action has arisen. Complaints/Grievances which are: a) frivolous, vexatious, malafide; b) without any sufficient cause; c) there is no prima facie loss or damage or inconvenience caused to the Complainant.
  • 3. How to approach the Forum?
    • The complaint to the Forum can be sent through any written mode (Letter/Fax/Email etc). There is no prescribed format for the same. The Forum will provide the complainant an acknowledgement for the complaint made immediately if complaint is made in person and within two working days of the receipt of complaint if made through post/email/fax/contact centres. The Forum shall provide time frames for redressal of grievance subject to the maximum time frame of 45 days from the date of receipt of the grievance.
    • MGVCL has formed Complaints Redressal Committees (CRC) at Sub-division / Circle Offices and holds the meetings on 10th / 20th of every month at Sub-division / Circle Level respectively.
    • As mentioned above, if the Consumer/Complainant is not satisfied with the Redressal of the Complaint (including dismissal) even after taking up the issue at the level of sub-division head / circle head, as provided for in the Standards of Performance, the Consumer may approach to the Redressal Forum at Corporate Office of MGVCL at Vadodara.
    • This will facilitate the Consumers to redress their grievances / complaints at local level i.e. Sub-Division Level / Circle Level.

  • 4. What is the normal practice / procedure to be followed for the redressal of grievances?

  • MGVCL has constituted 3-tier system for redressal of consumer grievances prescribed as follows:
  • Sub-divisional Level Complaint Redressal Committee [CRC]:
  • The consumer shall register grievance before concerned Sub-Division Level Complaint Redressal Committee [CRC] on 10 th of every month between 3.00 PM to 5.00 PM. Sub-divisional Level CRC shall hear and decide the complaint within the prescribed time limit and dispose of the complaint within a month.
  • Circle Level Complaint Redressal Committee [CRC]:
    The consumer shall also register grievances before circle level Complaint Redressal Committee on 20th of every month between 3.00 PM to 5.00 PM. Circle Level CRC shall hear and decide the complaint within the prescribed time limit and dispose of the complaint within a month.
  • Corporate Level Consumer Grievances Redressal Forum [CGRF]:
    If even after approaching Sub-divisional level and Circle level CRC, the grievances is not resolved then Corporate level CGRF shall hear and decide the complaint within the prescribed time limit and dispose of the complaint.

  • 5. What is the structure of the Forum at various levels?
  • The structure of the CRC/Forum at Corporate Office Level / Circle Office Level/ Division Office level consists of three members as under:
  • Sr.No. Name Of Office Member of CRC/CGRF Coordinator
    1 Corporate Office (CGRF) 1. Mrs. Mala Y. Shah
        Chairperson, CGRF

    2. Smt. S H Parekh, (ACE (RA&C))
        Technical Member, CGRF

    3. Mr. A. G. Shaikh
         Independent Member, CGRF

    4. Shri S N Parikh, (SE (RA&C) )
        Convener, CGRF

    2 Circle Office (CRC) Superintending Engineer
    Executive Engineer(Tech)
    Account Officer (Rev.)
    Account Officer (Rev.)
    3 Sub-division Office Deputy Engineer (O&M)
    Dy S A (Billing)
    EE/DE (Tech)/ SA (Rev) from division

    Dy Supdt. Account (Rev.) of s/dn

    CGRF Orders
    Statement showing the details of complaints received, redressed & pending as on 31.03.2019

  • As per the Regulations, Sub-division level Complaints Redressal Committee (CRC) will meet on 10 th of every month and the grievances which are not redressed there may be taken up in the Circle Level Complaints Redressal Committee meeting on 20 th of every month. Even then if the consumers grievance/ complaints is not redressed / resolved, the consumer can approach Consumer Grievances Redressal Forum (CGRF) at Corporate Office of MGVCL at Vadodara.
  • Information of Complaint Redressal Committees [CRCs] and Consumer Grievances Redressal Forum [CGRF] of MGVCL:
    Corporate Level Consumer Grievances Redressal Forum:

    Corporate Office Phone No Member of the Forum
    Consumer Grievances Redressal Forum (CGRF)
    C/o Madhya Gujarat Vij Company Ltd.
    5th floor, Sardar Patel Vidyut Bhavan,
    Racecourse, Vadodara 390 007
    0265-2338103

    Chairperson
    Mrs. Mala Y. Shah,
    Chairperson, CGRF

    Technical Member
    Mrs. S. H. Parekh
    SE (RA&C )
    Technical Member, CGRF

    Independent Member
    Mr. A. G. Shaikh
    Independent Member, CGRF

    Convener
    Mr. S N Parikh,
    SE (RA&C )

    Circle Level Complaint Redressal Committees [CRCs]:

    Circle Office Phone No Member of the Forum
    Vadodara (O & M)

    132 KV S/S Gotri Road, Vadodara.

    0265-5531102/103

    Fax : 02652313164

    email : barodaom@gebmail.com

    Superintending Engineer as Chairperson
    Executive Engineer(Tech) as Member
    Account Officer (Rev.) as Member
    Vadodara City

    City Circle Office,

    Navlakhi Compound,Jail Road,Vadodara.

    Ph 0265-2426121-2436133

    Fax : 02652420613

    email : barodacity@gebmail.com

    Anand (O&M)

    Circle Office

    132 KV S/S (GODMA),

    Lambhvel Road Anand.

    Ph : 02692-247366

    Fax : 02692-247636

    email : anadom@gebmail.com

    Nadiad (O&M)

    Circle Office

    3rd Floor , Nagar Palika Bhavan,

    Nadiad 387001

    Ph : 02682562204

    Fax : 0268-2562299

    email : senadiad.mgvcl@gebmail.com

    Godhra(O&M)

    Circle Office,

    Old Power House, Bhuravav, Godhra

    Ph : 02672573105 2436133

    Fax 02672-262927

    email : godharaom@gebmail.com

    Sub-division Level Complaint Redressal Committees [CRCs]:
  • I. Sub-division Level CRC within jurisdiction of Baroda O & M Circle, Gotri, Vadodara :
    Sr. No. Name of Division Name of Sub-division Office Phone No with email Member of the Forum
    1. Baroda O & M Chhani sdo.chhani@gebmail.com
    0265-2771622
    Dy Engineer (O&M)
    Dy S A (Billing)
    EE/DE (Tech)/ SA (Rev)
    from division
    2. Savli sdo.savli@gebmail.com
    02667-222346
    3. Desar sdo.desar@gebmail.com
    02667-235239
    4. Koyli sdo.koyli@gebmail.com
    0265-2231052
    5. Waghodia sdo.waghodia@gebmail.com
    02668-262228
    6. Manjusar sdo.manjusar@gebmail.com
    9979881048
    7. Nandesari sdo.nandesari@gebmail.com
    0262-2841053
    8. Dabhoi O & M Dabhoi Rural sdo.dabhoirural@gebmail.com
    02663-254926
    9. Dabhoi Town sdo.dabhoitown@gebmail.com
    02663-257407
    10. Chanod sdo.chandod@gebmail.com
    02663-233211
    11. Sankheda sdo.sankheda@gebmail.com
    02665-243246
    12. Sinor sdo.shinor@gebmail.com
    02666-264346
    13. Bodeli O & M Kawant sdo.kawant@gebmail.com
    02669-254193
    14. Bodeli sdo.bodeli@gebmail.com
    02665-220441
    15. Chhotaudepur sdo.chotaudepur@gebmail.com
    02669-232044
    16. Naswadi sdo.naswadi@gebmail.com
    02661-272055/290457
    17. Pavi Jetpur sdo.pavijetpur@gebmail.com
    02664-242109
    18. Tejgadh sdo.tejgadh@gebmail.com
    02669-248455
    19. Jambuva O & M Padra I sdo.padra1@gebmail.com
    02662-222626
    20. Karjan – I sdo.karjan1@gebmail.com
    02666-232240
    21. Karjan – II sdo.karjan2@gebmail.com
    02666-232315
    22. Mobha sdo.mobha@gebmail.com
    02662-242242
    23. Jambuva sdo.jambuva@gebmail.com
    82380 48584
    24. Padra- II sdo.padra@gebmail.com
    02662-223633
    II. Sub-division Level CRC within jurisdiction of Vadodara City Circle, Navlakhi Compound, Rajmahal Road, Vadodara
    Sr. No. Name of Division Name of Sub-division Office Phone No with email Member of the Forum
    1. Vishwamitry (W) Alkapuri sdo.alkapuri@gebmail.com
    0265-2344777
    Dy Engineer (O&M)
    Dy S A (Billing)
    EE/DE (Tech)/ SA (Rev)
    from division
    2. Fateganj sdo.fatehgunj@gebmail.com
    0265-2793533
    3. Gorwa sdo.gorwa@gebmail.com
    0265-2290773
    4. Akota sdo.akota@gebmail.com
    0265-2358277
    5. Gotri sdo.gotri@gebmail.com
    0265-2321777
    6. Sama sdo.sama@gebmail.com
    0265-2712304
    7. Vasna sdo.vasna@gebmail.com
    0265-2339393
    8. Vishwamitry (E) Tower sdo.tower@gebmail.com
    0265-2433777
    9. Mandvi sdo.mandvi@gebmail.com
    0265- 2560126
    10. Panigate sdo.panigate@gebmail.com
    0265- 2513922
    11. Indrapuri sdo.indrapuri@gebmail.com
    0265- 2560066
    12. Karelibaug sdo.karelibaug@gebmail.com
    0265- 2484491
    13. Sardar Ind Estate sdo.sardarestate@gebmail.com
    0265- 2564715
    14. Dandiyabazar sdo.dandiabazar@gebmail.com
    0265- 2420621
    15. Lalbaug Wadi sdo.wadi@gebmail.com
    0265-2583745
    16. Lalbaug sdo.lalbaug@gebmail.com
    0265- 2631795
    17. GIDC sdo.gidc@gebmail.com
    0265- 2642382
    18. Tarsali sdo.tarsali@gebmail.com
    0265- 2635677
    19. Baranpura sdo.baranpura@gebmail.com
    0265- 2420610
    20. Manjalpur sdo.manjalpur@gebmail.com
    0265- 2660667
    III. Sub-division Level CRC within jurisdiction of Anand O & M Circle, Anand
    Sr. No. Name of Division Name of Sub-division Office Phone No with email Member of the Forum
    1. Anand O & M Anand (North) sdo.anand.north@gebmail.com
    02692-247803
    0265-2344777
    Dy Engineer (O&M)
    Dy S A (Billing)
    EE/DE (Tech)/ SA (Rev)
    from division
    2. Anand (South) sdo.anand.south@gebmail.com
    02692-247203
    3. Mogari sdo.mogari@gebmail.com
    02692-232003
    4. Umreth (Rural) sdo.umreth.rural@gebmail.com
    02692-276291
    5. Umreth (Town) sdo.umreth@gebmail.com
    02692-276067
    6. Bhalej sdo.bhalej@gebmail,com
    02692-286151
    7. Borsad O & M Borsad (Rural) sdo.borsad.rural@gebmail.com
    02696-220111
    8. Borsad (Town) sdo.borsad.town@gebmail.com
    02696-220021
    9. Anklav sdo.anklav@gebmail.com
    02696-282607
    10. Ras sdo.ras@gebmail.com
    02696-285020
    11. Vasad sdo.vasad@gebmail.com
    02696-274900
    12. Petlad O & M Petlad (Rural) sdo.petlad.rural@gebmail.com
    02697-224938
    13. Petlad (Town) sdo.petlad.city@gebmail.com
    02697-224937
    14. Cambay(Town) sdo.cambay.rural@gebmail.com
    02698-221354
    15. Cambay(Rural) sdo.cambay.city@gebmail.com
    02698-221393
    16. Sojitra sojitra.rural@gebmail.com
    02697-233256
    17. Tarapur tarapur.rural@gebmail.com
    02698-255623
    18. Undel de.undel.mgvcl@gebmail.com
    02698-285116
    19. Anand City Sardar sdo.sardar@gebmail.com
    02692-245695
    20. VV nagar sdo.vvnagar@gebmail.com
    02692-231333/239333
    21. Shashtri sdo.shastri@gebmail.com
    02692-246071
    IV. Sub-division Level CRC within jurisdiction of Gpdhra O & M Circle, Godhra
  • Sr. No. Name of Division Name of Sub-division Office Phone No with email Member of the Forum
    1. Godhra O & M Godhra (W) sdo.godhra.west@gebmail.com
    02672-262908
    Dy Engineer (O&M)
    Dy S A (Billing)
    EE/DE (Tech)/ SA (Rev)
    from division
    2. Godhra (E) sdo.godhra.east@gebmail.com
    02672-260114
    3. Godhra (R) sdo.gohdra.rural@gebmail.com
    02672-262420
    4. Shahera sdo.shehra@gebmail.com
    02670-227254
    5. Santroad sdo.santrod@gebmail.com
    02672-282521
    6. Kakanpur sdo.kakanpur@gebmail.com
    8980040577
    7. Dahod O & M Dahod (T) sdo.dahod.town@gebmail.com
    02673-240046 / 240540
    8. Dahod (R) sdo.dahod.rural@gebmail.com
    02673-240846 / 653102
    9. Zalod sdo.zalod@gebmail.com
    02679-224131 / 9925214006
    10. Limkheda sdo.limkheda@gebmail.com
    02677-222612 / 9925213996
    11. Dhanpur sdo.dhanpur@gebmail.com
    02677 – 230498
    12. Davgadhbaria sdo.devgadhbaria@gebmail.com
    02678-220259 / 9925214007
    13. Fatepura sdo.fatepura@gebmail.com
    02675 – 233040
    14. Garbada sdo.garbada@gebmail.com
    02673 – 233111
    15. Limdi sdo.limdi@gebmail.com
    02679 – 236300
    16. Halol O & M Halol (Town) sdo.halol.town@gebmail.com
    02676-653103
    17. Halol (Rural) sdo.halol.rural@gebmail.com
    02676-653104
    18. Kalol sdo.kalol@gebmail.com
    02676-235950
    19. Jambughoda sdo.jambughoda@gebmail.com
    02676-241224
    20. Halol GIDC sdo.halol.gidc@gebmail.com
    9727786851
    21. Vejalpur sdo.vejalpur@gebmail.com
    8980022516
    22. Ghoghamba sdo.ghoghamba@gebmail.com
    8788339967
    23. Lunawada O & M Lunawada I sdo.lunawadaI@gebmail.com
    02674-250153-553 / 9925213999
    24. Lunawada II sdo.lunawadaII@gebmail.com
    02674-250153
    25. Santrampur I sdo.santrampurI@gebmail.com
    02675-22023 / 9925213998
    26. Santrampur II sdo.santrampurII@gebmail.com
    02675-220107
    27. Kothamba sdo.kothamba@gebail.com
    02674-230022
    28. Virpur sdo.virpur@gebmail.com
    02690 – 277577

     

    V. Sub-division Level CRC within jurisdiction of Nadiad O & M Circle, Nadiad

    Sr. No. Name of Division Name of Sub-division Office Phone No with email Member of the Forum
    1. Nadiad O & M Mahudha sdo.mahudha@gebmail.com
    0268-2572508
    Dy Engineer (O&M)
    Dy S A (Billing)
    EE/DE (Tech)/ SA (Rev)
    from division
    2. Thasra sdo.thasra@gebmail.com
    02699-222054
    3. Dakor sdo.dakor@gebmail.com
    02699-244273
    4. Balasinor I sdo.balasinor@gebmail.com
    02690-267906/266118
    5. Balasinor II Debalasinor2.mgvcl@gebmail.com
    02690-267905
    6. Mehmadabad O & M Mehmadabad (Rural) sdo.mehmadabad@gebmail.com
    02694-244020
    7. Haldarwas sdo.haldarwas@gebmail.com
    02691-272660
    8. Kheda sdo.kheda@gebmail.com
    02694-222057
    9. Kapadwanj(E) sdo.kapadwanj.east@gebmail.com
    02691-253837
    10. Kapadwanj(T) sdo.kapadvanj.town@gebmail.com
    02691-253831
    11. Kapadwanj(W) sdo.kapadwanj.west@gebmail.com
    02691-253827
    12. Kathlal – I sdo.kathlal@gebmail.com
    02691-244290
    13. Kathlal – II sdo.kathlal2@gebmail.com
    02691-243513
    14. Limbasi sdo.limbasi@gebmail.com
    02694-283057
    15. Nadiad O & M Nadiad (E) sdo.nadiad.east@gebmail.com
    0268-2521081
    16. Nadiad (W) sdo.nadiad.west@gebmail.com
    0268-2554002
    17. Nadiad (R) sdo.nadiad.rural@gebmail.com
    0268-2581850
    18. Chaklasi sdo.chaklasi@gebmail.com
    0268-2580100
    19. Vaso sdo.vaso@gebmail.com
    02668-2585428
    Ombudsman [Vidhyut Lokpal]:
    Introduction and Scope:

    •  Ombudsman [Vidhyut Lokpal]: Introduction and Scope:

    •  As per the provision of Sub-sect.(6) of Sect.42 read with Sect.181 of the Electricity Act, 2003, GERC has appointed the Ombudsman as an authority for hearing appeal against the decision of the CGRFs of the Distribution Licensees.

    •  Any consumer/complainant may file their appeal before the Ombudsman in written mode, against the decision of the Consumer Grievances Redressal Forum [CGRF] in regards to failure of power supply, interruption, quality of supply, meter, meter box, metering arrangement, service line, payment of bills new connection, additional load, reduction of load, shifting of connection or line etc and in the matter of electricity supply and electricity related service matters of the Electricity Act, 2003.

    The cases involving financial responsibility may be heard by the Ombudsman after depositing 1/3 rd of the amount involved.

    •  Pre-conditions/ Limitations for Entertaining Complainant's Representation to Ombudsman.

    3.17 A representation may be entertained by the Ombudsman only if all of the following conditions are satisfied:

      1. It has been filed by the Complainant (aggrieved Consumer). For avoidance of doubt, a Licensee is not allowed to file a Representation before the Ombudsman against the order of the Forum.
      2. The Complainant had, before making a Representation to the Ombudsman, approached the Forum constituted under sub-section (5) of section 42 of the Act for redressal of his/her Complaint/Grievance.
      3. The Representation by the Complainant, in respect of the same Complaint/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 been passed by Ombudsman, such court, tribunal, arbitrator or authority.
      4. The Complainant is not satisfied with the redressal of his/her Complaint/Grievance by the Forum or the Forum has rejected the Complaint/Grievance or has not passed the order within the time limit specified or Distribution Licensee has not implemented Forum’s order within specified time limit.
      5. The Complainant has filed the Representation before the Ombudsman within 30 days from the date of receipt of the order of the Forum or date of expiry of the period within which the Forum was required to issue the order, or date of expiry of the period within which Distribution Licensee has to implement Forum’s order, whichever is applicable:
        Provided that the Ombudsman may entertain an appeal after the expiry of the said period of 30 days if the Ombudsman is satisfied that there is sufficient cause for not filing it within that period.
      6. The Representation does not fall under Sections 126, 127, 135 to 139, 152 and 161 of the Act.
      7. The Complainant who claims compensation from the Distribution Licensee has paid such fees as may be stipulated by the Commission from time to time.
      8. The Complainant has deposited one third amount in terms of Forum’s order, if required, with the Licensee and submit proof of payment made.

    Address and Contact details of the Ombudsman [Vidhyut Lokpal] of Gujarat:
    Electricity Ombudsman:

    Office of the Electricity Ombudsman
    Barrack No. 3,Polytechnic,
    Ambawadi,Ahmedabad- 380015,
    Phone: 079 - 26302689
    Email : ombudsman@gercin.org            Website : www.gercin.org



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