The first energy ombudsman of Jharkhand and retired registrar, Jharkhand High Court, Saryu Prasad, concedes that very few are aware of the existence of a redressal forum for power consumers. “Consumer redressal forums to deal with complaints ranging from wrong billing to failure in replacing a burnt transformer already exist. In case the aggrieved consumers are not satisfied with the decision of the consumer forums, he can appeal to the ombudsman,” Prasad explained to Rudra Biswas.

Q. Do consumer redressal forums exist in the state? What sort of complaints do these forums entertain?

A. Separate consumer redressal forums have already been set up by Jharkhand State Electricity Board (JSEB), Tata Power and Bokaro Steel. DVC is in the process of setting up its own redressal forum.

Any consumer, be it individuals, companies, industries can lodge complaints of wrong or excess billing, low voltage, non-replacement of a burnt transformer even after a reasonable period of time, failure of the power company to provide a new energy connection within the stipulated time to the consumer redressal forums. These forums must decide on the complaint within 90 days. In case the forums fail to do so or if the consumer is not satisfied with the forum’s decision, he can make an appeal before the ombudsman.

Q. How far are ordinary people/consumers taking recourse to the ombudsman or the consumer redressal forums?

A. The ombudsman’s office became operational September 5, 2006, onwards. Over the past nine months, 15 appeal cases have been referred to me. Of these, up to March 31, 2007, I have disposed off 10 cases. Till date, we have not heard of even a single complaint by any ordinary power consumer. The people of the state are totally unaware of the forums.

Q. What are the others reasons behind ordinary residents keeping far from the ombudsman?

A. The general impression is the Jharkhand State Electricity Board represents the state government. Hence, people are afraid to lodge complaints. JSEB is a mere licensee to produce and supply power.