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

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.

• 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:
    1. frivolous, vexatious, malafide;
    2. without any sufficient cause;
    3. there is no prima facie loss or damage or inconvenience caused to the Complainant.

• 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.

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.

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Circle Level Complaint Redressal Committee [CRC]:
The consumer shall also register grievances before circle level Complaint Redressal Committee on 20^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.

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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

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