Objections/Comments - Consumer Grievance Redressal Forum and Ombudsman

To,

The Secretary,
DERC, Viniyamaki Bhawan, C-Block,
Malvya Nagar,
New Delhi.

Subject: Objections/Comments - Consumer Grievance Redressal Forum and Ombudsman
Sir,
I wish to thank DERC on the day when Delhi completes 100 years of its foundation and I do this in the hope that some day we get the Delhi, that was envisaged. DERC has done well to address the issue of Grievance Redressal. We feel that the composition of the Forum along with the Delivery System and Time Frame of Redressal has to be ensured to garner Public Respect.

1. Composition of the Forum: The law states that only three members need to be appointed, however we feel that for effective and fair system there should be five to seven members. Our past experience suggests that two members tend to team up and over rule the third even if the third member is correct. The members should not be former Babus, instead be a composition of Civil society and Ex-Servicemen. Only Babus who have been retired for over five years may be considered, that is the approximate time taken for them to reintegrate with Society, when they too feel the pains like common folks.

2. Co-opt more members: If the law does not allow then co-opt more people from civil society and independent experts as Honorary Members to assist the three members. This will instill confidence in Public.

3. Delivery System and Time Frame: A time bound delivery system should be evolved to address the Grievances of Public. Delays and multiple visits put mental and financial burden on consumers.

4. Punitive Penalties on officials/DISCOMS: It has been noticed that coercive tactics are used by way of exaggerated and inflated recovery claims. This leads to underhand dealings and corruption. Punitive Penalties should be imposed on officials and DISCOMS in cases where recoveries are not found to be within reasonable limit of 10 to 15 percent. It has been noticed that DISCOMS slap notices of recoveries three to four times the actual amount recovered, leading to long delays. Consumer should be compensated for trauma and the same be recovered from the salary of the official.

As requested on earlier occasions, DERC should also call a Public Hearing specifically for Performance Standards and other terms of Agreement with DISCOMS.

This is without prejudice to any other submission that may be submitted at the time of hearing.

Warm Regards,

sd/-

Rajiv Kakria

Chairman, E-Block GK-I, RWA