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Sl. No. Contents Slide Number 1 Available mechanisms for redressing complaints 3 2Time Lines4-5 3Tips for writing a complaint6-7 4Group activity8-10 2

Station Manager/ Toll Free Number Regional Grievance Redressal Office Ombudsman 3

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Written petition to the GRO of the respective area Where decision from an expert or technical inspection is required. Plaint to be readdressed if no technical support required Acknowledgement of the Grievance filed by the applicant/customer Complaint is not redressed If the complaint is redressed but not satisfactory Approach The Ombudsman with the complete details of communication with the GRO Approach the Ombudsman with the complete details of communication with the GRO 21 DAYS 45 DAYS 7 Days 30 Days 60 Days 5

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key points to be kept in mind while drafting a letter of complaint :  Whom to address  Identify your problem  The effect of such a problem (what was the effect of such a problem)  Keep it short and simple  Use persuasive techniques (flattery etc..)  Enclose valid documents as proof 7 Remember, there is no prescribed format for writing an official complaint.

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1.STOP METER : The meter has not been working for the past one year. Complained several times to the toll free number but no action has been taken yet. The meter number is KH What should you do as a consumer? 2.High Bill: The per quarter electricity consumption of Mr. Satyuki is units. Suddenly the electricity bill for the quarter of April-June the units consumed was 382 Units. What can Mr. Satyuki do as a consumer? 3.Wrong Name in the Bill: Actual Name- PRASANT RAMAKRISHAN, Name in the bill- PRASANTA RAMKRISHNAN. He wants to rectify the name. What can he do? 9

4. New connection related: Applied for new connection two years back connection still pending. The consumer approached the Station Manager and the RGRO but in vain. Whom should he approach and what all documents should he submit as proof. 5.Voltage Fluctuation: Excessive load is the cause. Previously 50 consumers were there but presently the tally has gone up to 80 consumers but there has been no change in the load capacity of the transformer. Informed Station Manager but no action yet. 6.Change of consumer category: From domestic to commercial. Explain the reason and write a letter to the Station Manager asking for change in category. 10

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