The Himachal Pradesh Electricity Regulatory Commission (HPERC) has approved the Himachal Pradesh Electricity Regulatory Commission (Consumer Grievances Redressal Forum and Ombudsman) (Fifth Amendment) Regulations, 2026, to streamline consumer grievance redressal mechanisms across the state. The amendment was finalized under the leadership of Commission Chairman Shashi Kant Joshi following a review of the functioning of consumer grievance redressal forums at different administrative levels.
The regulatory changes were initiated after HPERC examined quarterly and annual reports submitted by Additional Consumer Grievances Redressal Forums (CGRFs) operating at the circle level. The review found that these forums were receiving very few consumer complaints. In several cases, the forums had not registered even a single grievance since their establishment, raising concerns about their effectiveness and the need to rationalize the existing structure.
Following this assessment, the Commission notified the draft fifth amendment and invited objections and suggestions from stakeholders. The consultation process involved the Parwanoo Industries Association, Himachal Pradesh State Electricity Board Limited (HPSEBL), the CGRF Shimla, and consumer representatives, among others.
HPERC subsequently conducted a public hearing to consider stakeholder feedback on the proposed changes. Participants raised concerns regarding the proposed restructuring of grievance redressal forums, monetary limits for different forums, cooling-off periods, and the independence and eligibility of forum members.
The Parwanoo Industries Association opposed the abolition of circle-level forums without adequate safeguards to maintain decentralized access to grievance redressal services. It also suggested increasing the monetary jurisdiction of zonal forums and introducing mandatory mobile sittings to ensure consumers in different areas could access the grievance redressal system more conveniently.
Other stakeholders highlighted issues concerning the experience requirements for independent members and the eligibility of retired officers from electricity utilities. These suggestions reflected broader concerns about ensuring accessible, impartial, and effective mechanisms for resolving electricity consumer disputes.
During the consultation, stakeholders also submitted recommendations on several other aspects of the existing regulations. These included admission hearings, interim protection against electricity disconnections, filing fees, and timelines for filing appeals.
However, the Commission clarified that these wider proposals were beyond the scope of the current amendment. The fifth amendment specifically focuses on Regulations 5 and 7 of the existing Consumer Grievances Redressal Forum and Ombudsman Regulations. HPERC advised stakeholders to submit suggestions concerning other provisions separately for consideration in future regulatory reviews.
After examining the objections, suggestions, and submissions received during the consultation process, the Commission finalized and approved the Fifth Amendment Regulations, 2026. HPERC has directed that the approved regulations be officially published in the Rajpatra, Himachal Pradesh, completing the amendment process.
The changes aim to improve the operational efficiency of consumer grievance redressal forums by addressing structural redundancies and rationalizing the existing arrangement. The amendment also follows the Commission’s assessment that certain circle-level forums were underutilized, supporting the need to review how consumer complaints are handled across Himachal Pradesh.
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