Brihan Mumbai Electric Supply & Transport Undertaking (Of the

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Brihan Mumbai Electric Supply & Transport Undertaking (Of

the Municipal Corporation of Greater Mumbai)

"Procedures for Redressal Of Consumer Grievences"

As per Regulation 23 of Maharashtra Electricity Regulatory Commission (Electricity Supply

Code and Standards of Performance of Distribution Licenses including Power Quality)

Regulations, 2021 we are publishing herewith the procedure for redressal of grievances:

Procedure for redressal of consumer grievance is given below :

1.0 Supply Related Complaints. (24 Hrs Fuse Centres)

General Requirements :

For any supply related grievances like Fuse Blown (No Supply) / Burnt Meter / Shock / Fire / Building

Collapse / Water Falling on service position / Voltage fluctuations etc, the consumers shall lodge the

complaints in the respective Fuse Control Centres of their area. The telephone / Whatsapp numbers of

Fuse Control are printed on front side of electricity bill by providing the following details.

1.1 Consumer No./ Meter No./ Installation No - (Any one )

1.2 Contact Number viz. mobile or landline

1.3 Address and nearest landmark

1.4 Brief description of the complaint.

Procedure for Redressal :

a) After lodging the complaint, consumer will be provided with complaint number. BEST's Fuse-man

will inspect the site and in most cases restore the supply. In case of faulty or burnt meter, he will consult the

concerned officers and will replace the same either from local fuse centers or from a centralised location.

The fuse-man will request the consumer to give an Undertaking on a form which is available with him

agreeing to make the payment of burnt meter charges through the subsequent electricity bills and also for

amendment of electricity bills if necessary.

b) In case of Shock / Fire / Building Collapse / Water Falling on service position, the supply to the

entire building will be disconnected either by Fire Brigade or by BEST whoever reaches the site first. The

supply will be restored only after the installation is set right by the consumer through Licensed Electrical

Contractor and permission from Electrical Inspector / Fire Brigade is submitted wherever necessary.

c) In case of interruptions of supply such as (no supply to service) service `Bottom Terminal No.

current,’ partial area off & area off supply, the complaint will be escalated to Fault Control/ System control

d) In case of area off supply or off supply to High Voltage consumer, the consumer shall contact

the Supervisory/ System control.

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2.0 Billing Complaints :-

General Requirements :

For all billing complaints such as High Consumption, Stopped Meter, Change in Name and Address,

Disconnection of meter of vacant premises, Re-connection of supply, Refund of Security Deposit etc, the

consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List

attached - Annexure D) by providing the following details :-

1. Bill No.

2. Contact number viz. Mobile or landline

3. Address

4. Details of the complaint

Procedure for Redressal :

a) On receipt of the complaint and its scrutiny, if it is found necessary, inspection and site testing of

the meter will be carried out. If the meter is found to be stopped or defective, the meter will be replaced

after obtaining Undertaking from the consumer, agreeing to pay the amended bills issued subsequently

as per rules in force.

b) For Change of Name and correction in address, consumers will have to submit the duly

completed Change of Name form along with prescribed fees, documentary evidence in the office.

Necessary Security Deposit towards one billing cycle electricity consumption will also have to be paid.

Changes will be made in the subsequent bills after due verification on site.

c) For refund of Security Deposit the consumer is required to surrender the original receipts duly

discharged along with an application for refund. On receipt of the same, the same will be scrutinized

and refund will be initiated through ECS for eligible consumers.

3.0 Complaints about obtaining supply:

General Requirements :

For all complaints about obtaining supply in case of New Connections, Additional load, Shifting of

service cable / meter, Reconnection / Disconnection, Temporary supply etc, the consumer shall

lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached -

Annexure A) by providing the following details :-

1. Details of application no. and date

2. Description of the complaint

Procedure for Redressal :

a) Generally the electric supply will be connected within one month of the receipt of the completed

application in normal circumstances in case of New Connection, Additional load, Reconnection,

Temporary supply etc. subject to various compliances by applicant.

b) The cases requiring extension of Distribution Mains, Laying of new service and Commissioning of

new Sub Stations, the supply shall be provided immediately after obtaining statutory permissions and

execution of the jobs.

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4.0 General Complaints :

General Requirements :

For all the complaints of the consumers about other departments of BEST such as Vigilance Department,

Operation & Maintenance Department, Erection Department, Street Lighting Department, Energy Audit

Department etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in

respective areas. (List attached - Annexure C) by providing the following details :-

1. Name and address of complainant

2. Mobile/Telephone No.

3. Description of the complaint

4. Consumer No. / Installation No. / Meter No. - if any.

Contact details of BEST Wards is attached as Annexure D.

Procedure for Redressal :

In case of complaints about theft of electric supply / tampering of meter and complaints related to other

departments of BEST, the same will be forwarded by the Complaint Officer to the respective

departments and the complainant will be informed accordingly.

5. Consumer can also register their complaints on www.bestundertaking.net or on miBEST app and track

the same.

6. In case consumer is not satisfied with the redressal of grievances, he/she can escalate the same to

Consumer Grievance Redressal Forum by filling up Annexure “A” (attached), and thereafter to Electricity

Ombudsman by filling up Annexure “B” (attached). The contact details of these two authorities are as

follows :

1. Consumer Grievance Redressal Forum

Regulatory Cell, Ground Floor,

Multistoried Bldg., Electric House,

BEST Marg, Colaba,

Mumbai – 400 001.

Tel. No. : 022 – 22799528

Website : www.cgrfbest.org.in

E-mail : decgrf@bestundertaking.com

2. Office of the Electricity Ombudsman (Mumbai)

606, 6

floor, Keshva,

Bandra-Kurla Complex (BKC),

Bandra (East), Mumbai – 400 051

Tel. No. 022 – 49691092

Website : www.mercombudsman.org.in

E-mail : electricityombudsmanmumbai@gmail.com

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Schedule A

APPLICATION TO FORUM FOR REDRESSAL OF GRIEVANCE

Date

1. NAME OF THE CONSUMER

2. FULL ADDRESS OF THE CONSUMER

PIN CODE

PHONE NO.

FAX NO

EMAIL ID

3. PARTICULARS OF CONNECTION AND CONSUMER NO.

( Please state nature of connection)

4. DISTRIBUTION LICENSEE

5. DETAILS OF THE GRIEVANCE, FACTS GIVING RISE TO THE

GRIEVANCE

(If space is not sufficient please enclose separate sheet )

6. DATE OF ORIGINAL INTIMATION OF GRIEVANCE BY THE CONSUMER

TO THE DISTRI BUTI ON LICENSEE (INTERNAL GRIEVANCE REDRESSAL CELL)

7. REMEDY PROVIDED BY THE DISTRIBUTION LICENSEE, IF ANY

(If remedy has been provided, please enclose relevant communication from the

Distribution Licensee )

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8. NATURE OF RELIEF SOUGHT FROM THE FORUM

(Please enclose any proof to support claim, if any )

9. LIST OF DOCUMENTS ENCLOSED

(Please enclose copies of any relevant documents which support the facts giving rise to

the Grievance )

10. DECLARATION

(a) I/ We , the consumer /s herein declare that: (i) the information furnished herein above is true

and correct; and (ii) I/ We have not concealed or misrepresented any fact stated hereinabove and

the documents submitted herewith.

(b) The present Grievance has been intimated to the Distribution Licensee in the form and manner

and within the time frame prescribed by the Distribution Licensee and I/ We am/are not satisfied by

the remedy provided by the Distribution Licensee or no remedy was provided within a period of

two (2) months from the date of original intimation

by any one of us or by any of the parties concerned with the subject matter to the best of my/ our

knowledge.

(d) The subject matter of my / our Grievance has not been settled through the Forum in any

previous proceedings.

(e) The subject matter of my / our Grievance has not been decided by any competent

authority/court/arbitrator, and is not pending before any such authority / court / arbitrator .

Yours faithfully

(Signature)

(Consumer’s name in block letter)

NOMINATION – (If the consumer wants to nominate his representative to appear and make

submissions on his behalf before the Forum, the following declaration should be submitted.) I/We

the above named consumer hereby nominate Shri/Smt. ...................................................... , who is

not an Advocate and whose address is ……..………………………………

………………………………………………………………………………………………

…………………………….. as my/our REPRESENTATIVE in the proceedings and confirm that any

statement, acceptance or rejection made by him/her shall be binding on me/us. He/She has

signed below in my presence.

ACCEPTED

(Signature of Representative)

(Signature of Consumer)

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Schedule B

REPRESENTATION BEFORE ELECTRICITY OMBUDSMAN

No. of year

Date

(TO BE FILLED UP BY OFFICE)

The Electricity Ombudsman

(Address)

Dear Sir,

SUB: please make a mention of the order of the Forum from which a representation to the

Electricity Ombudsman is being made

Details of the Grievance are as under:

1. NAME OF THE CONSUMER

2. FULL ADDRESS OF THE CONSUMER

PIN CODE

PHONE NO.

FAX NO

EMAIL ID

3. NAME AND FULL AD DRE SS OF THE DISTRIBUTION LICENSEE, PIN CODE, PHONE NO. /

FAX NO.

4. NAME AND FULL AD DRE SS OF THE FORUM, PIN CODE, PHONE NO. /

FAX NO.

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5. PARTICULARS OF CONNECTION AND CONSUMER NO.

(Please state nature of connection)

6. DATE OF SU BMI SSION OF GRIEVANCE BY THE CONSUMER TO THE

FORUM

(Please enclose three copies of the Grievance)

7. SUBJECT MATTER OF THE REPRESENTATION

8. DETAILS OF THE REPRESENTATION, FACTS GIVING RISE TO THE REPRESENTATION

(If space is not sufficient please enclose separate sheet )

9. Whether the consumer has received the final decision of the Forum ?

( If yes, please enclose ?? three copies ?? of the Forum ?? s order conveying its final decision )

10 NATURE OF RELIEF SOUGHT FROM THE ELECTRICITY OMBUDSMAN

( Please enclose ?? three copies ?? of documentary proof, if any, in support of your claim )

11. NATURE AND EXTENT OF MONETARY LOSS, IF ANY, CLAIMED BY THE CONSUMER

(IF ANY) BY WAY OF COMPENSATION

(Please enclose documentary proof, if any, to show that such loss is actual loss caused as a

direct consequence of alleged act, omission or commission of the Distribution Licensee )

12. LIST OF DOCUMENTS ENCLOSED

( Please enclose ?? three copies ?? of all the documents which support the facts giving rise to the

Representation )

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13. DECLARATION

(a) I/ We , the consumer /s herein declare that:

(i) the information furnished herein above is true and correct; and

(ii) I/ We have not concealed or misrepresented any fact stated in hereinabove and the documents

submitted herewith.

14. The subject matter of my / our representation has never been brought before the Office of the

Electricity Ombudsman by me/ or by any one of us or by any of the parties concerned with the

subject matter to the best of my/ our knowledge.

15. The subject matter of my / our representation has not been settled through the Office of the

Electricity Ombudsman in any previous proceedings.

16. The subject matter of the present representation has not been decided by any competent

authority/court/arbitrator, and is not pending before any such authority / court / arbitrator.

Yours faithfully

(Signature)

(Consumer's name in block letter )

NOMINATION – ( If the consumer wants to nominate his representative to appear and make

submissions on his behalf before the Electricity Ombudsman or to the Office of the Electricity

Ombudsman, the following declaration should be submitted.)

I/We the above named consumer hereby nominate Shri/Smt…………………………………………..

who is not an Advocate and whose

address is . . . . .. . . . .. . . . . . . . . . . . .

……………………………………………………………………as my/our

REPRESENTATIVE in the proceedings and confirm that any statement, acceptance or > rejection

made by him/her shall be binding on me/us. He/She has signed below in my

presence.

ACCEPTED

(Signature of Representative)

(Signature of Consumer)

The procedure of redressal of consumer grievance in the Consumer Grievance Redressal Forum

is available at "Maharashtra Electricity Regulatory Commission (Consumer Grievance Redressal

Forum & Ombudsman) Regulations, 2006" on the Maharashtra Electricity Regulatory

Commission's website " www.mercindia.org.in ".

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The website of National Consumer Help line is www.consumerhelpline.in/ The e-mail id of National

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Annexure “C”

Complaint Officers contact details of BEST

Sr.

No.

Name of the

Division

Names & Tel. No.

of Officers in

charge

Address E-mail ID

1. Customer Care

‘A’ Ward

S.N. Bhandare,

AAO CCA

22799513

floor, Electric

House, S,B,

Marg, Colaba,

Mumbai – 400

001

igrcccaward@bestundertaking.com

2. Customer Care

‘B’ Ward

D.S. Bodke,

AAM,

22799598

Grd. Floor,

BEST Bhavan,

BEST Marg,

Colaba, Mumbai

– 400001

igrcccbward@bestundertaking.com

3. Customer Care

‘C’ Ward

D.S. Dorge,

Ag. AAM

22030846

Vidyut Bldg., 3

floor,

Pathakwadi

Lane, Opp. G.T.

Hospital,

Mumbai –

400002

igrccccward@bestundertaking.com

4. Customer Care

‘D’ Ward

B.A. Zodage,

AAM

23026761

floor, New

Administrative

Bldg., Complex,

Near Navjeevan

Soc., Tardeo,

R.S. Nimkar

Marg,

Mumbai-400008

igrcccdward@bestundertaking.com

5. Customer Care

‘E’ Ward

Smt P.V. Sutar,

AAM

24160337 Ext.

745

floor, Printing

Press Bldg.,

Moreland Rd.,

Mumbai Central,

Mumbai-400008

igrccceward@bestundertaking.com

6. Customer Care

‘F/S’ Ward

R.G. Baile,

AAO

24190715

New Anciliary

Bldg., 3

floor,

BEST, Wadala

Depot, Wadala,

Mumbai-

4000031

igrcccfsward@bestundertaking.com

7. Customer Care

‘G/S’ Ward

N.L. Watti,

AAM

24190728

New Anciliary

Bldg., 4

floor,

BEST, Wadala

Depot, Wadala,

Mumbai-

4000031

igrcccgsward@bestundertaking.com

8. Customer Care

‘F/N’ Ward

A.J. Karbhari

AAM

24190646

New Anciliary

Bldg., 6

floor,

BEST, Wadala

Depot, Wadala,

Mumbai-

4000031

igrcccfnward@bestundertaking.com

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Sr.

No.

Name of the

Division

Names & Tel. No.

of Officers in

charge

Address E-mail ID

9. Customer Care

‘G/N’ Ward

S.B.Yadav,

AAM

24194591/592

Transportation

Engg. Bldg.,

floor, Tilak

Rd., Dadar,

Mumbai-400014

igrcccgnward@bestundertaking.com

10. Customer Care

HVC

V.G.Kadam

AAO

23026691

23026695

floor, R.S.

Nimkar Marg,

Tardeo Bus

Station Sankul,

Mumbai-400008

igrcea@bestundertaking.com

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Annexure “D”

IMPORTANT CONTACT NUMBERS ON ELECTRICITY BILLS

WARD

BILLING

COMPLAINTS

ELECTRICITY

THEFTS/

UNAUTHORISED

USE OF ELECTRIC

SUPPLY

FOR OFF SUPPLY/

FUSE CONTROL

Tel. No/ W.A. No.

FAULT

CONTROL

Complaint

Officer

A 22851718 22814996 22184242

Colaba Fault

Control

022-

22164242

22049722

B 22799543 22814996 23474242 22066611 22799598

C 22071718 22814996 22084242 22066611 22030846

D 23026757/58/13 22814996 23094242 / 23026831 22066611

23092365 /

23026761

E 23071951 24194578 24117734 24166611 23002569

F/N 24148662 Ext 676

24194578 24124242 24166611 24190646

F/S 24111819/24127599 24194578 24114242 24146611

24116334 /

24127599

Ext 764

G/N 24194515 24194578 24444242 24166611 24194530

G/S 24146262 Extn:551 24194578 24954242 24906611

24157277 /

24190728

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