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

  • 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 Division / Circle Offices and holds the meetings on 10th / 20th of every month at Circle Level / Division Level.
    • 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 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. Circle Level / Division 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:
  • Divisional Level Complaint Redressal Committee [CRC]:
    The consumer shall register grievance before concerned Divisional Level Complaint Redressal Committee [CRC] on 10th of every month between 3.00 PM to 5.00 PM. Divisional Level CRC shall hear and decide the complaint within the prescribed time limit and dispose of the complaint within a one 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 one month.
  • Corporate Level Consumer Grievances Redressal Forum [CGRF]:
    If even after approaching 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
          Contact No. 98987 95877

    2.   Shri H. R. Shah
          Technical Member, CGRF
          Contact No. 99252 08253

    3.   Mr. Abdulrashid Gulamrasul Shaikh
         Independent Member, CGRF
          Contact No. 94284 86150

    4.  Shri B.C. Majmudar
         Convener, CGRF
         Contact No. 99252 09512


    2 Circle Office (CRC) Superintending Engineer
    Executive Engineer(Tech)
    Account Officer (Rev.)
    Account Officer (Rev.)
    3 Division Office (C) Executive Engineer
    Deputy Engineer(Tech)
    Supdt. Account (Rev.)
    Supdt. Account (Rev.)
    CGRF Orders
    Statement showing the details of complaints received, redressed & pending as on 31.03.2018

  • As per the Regulations, Division level Complaints Redressal Committee (CRC) will meet on 10th of every month and the grievances which are not redressed there may be taken up in the Circle Level Complaints Redressal Committee meeting on 20th 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
    Contact No. 9898795877
    Member (Tech)
    Shri H. R. Shah
    Technical Member, CGRF
    Independent Member
    Mr. Abdulrashid Gulamrasul Shaikh
    Independent Member, CGRF
    Convener
    Shri Shri B.C. Majmudar,
    Superintending Engineer(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

    Division Level CRC within juridiction of Vadodara O & M Circle

    Division Office Phone No Member of the Forum
    Vadodara O & M

    0265-2321490

    email : eebrddn@hotmail.com

    Executive Engineer as Chairperson
    Deputy Engineer(Tech) as Member
    Supdt Accounts (Rev.) as Member
    Jambuva O & M

    0265-2634952

    email : eemgvcljambuva@yahoo.co.in

    Dabhoi O & M

    02663-256414

    email : mgvcl.dbhdiv@yahoomail.com

    Bodeli O & M

    02665-220341

    email : dobodeli.mgvcl@gebmail.com

    Division Level CRC within juridiction of Vadodara City Circle

    Division Office Phone No Member of the Forum
    Vishwamitry (East)

    0265-2433788

    email : do.v_east@gebmail.com

    Executive Engineer as Chairperson
    Deputy Engineer(Tech) as Member
    Supdt Accounts (Rev.) as Member
    Vishwamitry (West)

    0265-2332599

    email : do.v_west@gebmail.com

    Lalbaug

    0265-2645917

    email : do.lalbaug@gebmail.com

    Division Level CRC within juridiction of Anand O & M Circle

    Division Office Phone No Member of the Forum
    Anand O & M Rural

    02692-247503

    email : do.anand@gebmail.com

    Executive Engineer as Chairperson
    Deputy Engineer(Tech) as Member
    Supdt Accounts (Rev.) as Member
    Anand (O&M) City

    02692-245456

    email : doanandcity@gebmail.com

    Borsad O & M

    02696-225055

    email : doborsad.mgvcl@gebmail.com

    Petlad O & M

    02697-224936

    email : do.petlad@gebmail.com

    Division Level CRC within juridiction of Nadiad Circle

    Division Office Phone No Member of the Forum
    Nadiad O & M Rural

    0268-281836

    email : do.nadiad@gebmail.com

    Executive Engineer as Chairperson
    Deputy Engineer(Tech) as Member
    Supdt Accounts (Rev.) as Member
    Nadiad O & M City

    0268-2532906

    email : do.nadiadcity@gebmail.com

    Mehmadabad O & M

    02634-244065

    email : do.mehmadabad@gebmail.com

    Division Level CRC within juridiction of Godhra O & M Circle

    Division Office Phone No Member of the Forum
    Godhra O & M Rural

    02672-242557

    email : godharaomdn@gebmail.com.com

    Executive Engineer as Chairperson
    Deputy Engineer(Tech) as Member
    Supdt Accounts (Rev.) as Member
    Lunawada O & M

    02672-262969

    email : lunawadaomgn@gebmail.com

    Dahod O & M

    02673-245818

    email : dahod.domdn@gebmail.com

    Halol O & M

    02676-224002

    email : halolomdn@gebmail.com

    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 1/3rd 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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