The Karnataka Electricity Regulatory Commission (KERC) has issued the Draft KERC (Consumer Grievance Redressal Forum and Ombudsman) (Third Amendment) Regulations, 2025. This draft regulation aims to improve grievance redressal mechanisms for electricity consumers in Karnataka. The amendments are proposed under Section 181, read with Sub-Sections (5), (6), and (7) of Section 42 of the Electricity Act 2003. These updates build upon the existing KERC (Consumer Grievance Redressal Forum and Ombudsman) Regulations, 2004, referred to as the Principal Regulations, which have been amended periodically over the years.
The Commission has received proposals from electricity distribution companies, or ESCOMs, requesting approval to create additional Consumer Grievance Redressal Forums (CGRFs). These proposals aim to make it easier for consumers to address grievances quickly and conveniently. Currently, CGRFs are established in every revenue district within the jurisdiction of distribution licensees. The proposed amendment seeks to establish an additional CGRF at the corporate office level for each distribution licensee. This initiative is expected to provide consumers with an additional level to escalate grievances if they remain unresolved at the district level.
In November 2024, the Commission issued an order under Clause 14 of the regulations, allowing the establishment of these additional corporate-level CGRFs. The order emphasized that such forums would facilitate better resolution of grievances. As a follow-up, the Commission has now proposed amendments to the regulations to formalize this provision. Stakeholders, including the general public and interested parties, have been invited to submit their comments, views, and objections to the draft regulations by February 10, 2025.
The draft regulations propose that every distribution licensee establish a corporate-level CGRF in addition to existing district-level forums. These corporate-level forums will consist of four members, including a chairperson of at least Chief Engineer rank, a member of Superintending Engineer rank, a member representing “prosumers,” and a member with expertise in electricity, consumer affairs, or law, nominated by the Commission. The term “prosumer” refers to a consumer who both consumes and generates electricity using the same supply point.
If a consumer’s grievance is not resolved within 60 days at the district-level CGRF, they will have the option to escalate the matter to the corporate-level CGRF. These forums will have a maximum of 30 days to resolve such grievances. The regulations also propose creating a digital interface to facilitate the escalation process.
Changes have been proposed to the tenure and remuneration of members. Non-official members nominated by the Commission and members representing prosumers will serve three-year terms. They will receive honorariums, sitting fees, travel allowances, and other benefits as determined by the Commission.
The draft amendments also update the grievance redressal procedure. Consumers may file complaints within three months of the date on which their grievance should have been resolved. Forums may condone delays in filing complaints if sufficient reasons are provided. Further, the relief awarded to consumers will align with the KERC Rights of Consumers Relating to Supply of Electricity and Standards of Performance (SoP) Regulations, 2022.
Finally, complainants dissatisfied with decisions made by district- or corporate-level CGRFs can appeal to the Ombudsman within 30 days of receiving the order. The draft regulations aim to enhance efficiency, transparency, and consumer satisfaction in grievance redressal.
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