About Us

Protection of the interests and rights of Consumers is one of the primary objectives of the Electricity Act 2003 as well as the National Electricity Policy 2005. Reliable and adequate availability of service at reasonable price and addressing consumer grievances are the key consumer issues in electricity regulation. Furthermore the crucial factor in sustainable development of the Power Sector is to make it accountable, transparent and acceptable to people.

It has generally been accepted that the Electricity Act 2003 has heralded effective steps in the right direction for mitigating the grievances of Electricity Consumers in general. New mechanisms to protect the interests of the Consumers have been envisaged in the Act .

The Electricity Act 2003 insists that Forums for Redressal of Consumer Grievances shall be set up by all Electricity Distribution Companies. The Act also envisages the setting up of an Electricity Ombudsman for a state with powers to hear appeals on the verdicts of the Consumer Grievance Redressal Forums .

By approaching the Consumer Grievance Redressal Forum (CGRF) and later the Electricity Ombudsman, if necessary, the Electricity Consumers can resolve the disputes or grievances effectively. These authorities shall  settle the disputes in accordance with the provisions of Electricity Act 2003,  Electricity Supply Code issued by the Regulatory Commission  and the Terms and Conditions of Supply of the Licensees. These disputes resolution or grievance redressal mechanisms  provide a 'fast - track - route' for resolving the problems of the electricity consumers .

Sections 42(5) to 42(8) of the Electricity Act 2003 (Central Act 36 of 2003) are related to the Ombudsman and Consumer Grievance Redressal Forum (CGRF).

Sub section (5) of Section 42 of the Electricity Act, 2003 provides for establishment of a Forum for Redressal of the Grievances of the Consumers in accordance with the guidelines as may be specified by the State Electricity Regulatory Commission. Sub section (6) of Section 42 of the Act provides for appointment of an Ombudsman by the State Regulatory Commission for dealing with the appeals on non-redressal of grievances by the Consumer Grievance Redressal Forum (CGRF) and Subsection (7) of Section 42 provides that the manner and time of disposal of the appeals by the Ombudsman may be specified by the State Regulatory Commission.

The formation, powers and functions of Consumer Grievance Redressal Forum (CGRF) and Ombudsman are specified in the Regulations issued by the  State Electricity Regulatory Commission called  Kerala State Electricity Regulatory Commission (Consumer Grievance Redressal Forum and Electricity Ombudsman) Regulations, 2005. These Regulations have been framed recognizing  the urgency and need for enhancing the levels of service to the electricity consumers in the State of Kerala. It accords utmost importance to the rights of the consumers, and the need for safeguarding their interests.

CONSUMER GRIEVANCE REDRESSAL FORUMS

All the distribution licensees in the State including KSEB have set up their own Consumer Grievance Redressal Forums (CGRF) .The Consumer Grievance Redressal Forums (CGRF) are 3 member bodies and functions as the consumer dispute resolution authorities of the Licensees. The Consumer Grievance Redressal Forums (CGRF) are statutory authorities empowered with the powers and rights for resolution of disputes. The CGRF have one non-official member appointed by the State Electricity Regulatory Commission.

Kerala State Electricity Board have set up 3 Consumer Grievance Redressal Forums (CGRF) . The CGRF of KSE Board is headed by Deputy Chief Engineer.

The address, phone numbers and the territorial jurisdiction of all the Consumer Grievance Redressal Forums (CGRF) in the state are furnished separately.

OMBUDSMAN – THE APPELLATE AUTHORITY

The electricity consumers in Kerala can resolve their disputes and grievances with the electricity suppliers by moving in 3 stages:

1. Make a complaint to the higher officers of the Licensees including KSE Board and ask for a judicious decision
2. Make a complaint to the Consumer Grievance Redressal Forum (CGRF) and present their cases during hearing
3. Make an appeal representation to the State Electricity Ombudsman and present their case during hearing

All these steps are absolutely free. No stamp paper, no revenue stamp etc. Advocates are not compulsory.
The orders of the State Electricity Ombudsman shall be final. The electricity suppliers have to comply the orders of Ombudsman.