DISCO (DISCO to insert its name) shall ensure that it complies with the provisions of the Consumer Service Manual while dealing with consumer complaints.
The Consumer Service Manual shall be treated as an applicable document as defined in Chapter 1. In case the consumer/complainant is not satisfied with the response/decision of the distribution company or the distribution company does not reply at all, the consumer shall have the following options:
The consumer may file a complaint with Provincial Office of Inspection in respect of metering, billing and collection of tariff applicable under section 38 of the Act. Any person aggrieved by any decision or order of the Provincial Office of Inspection may, within thirty days of the receipt of the order, prefer an appeal to the Authority in the prescribed manner.
Under section 39 of the Act, any consumer/interested person, including a Provincial Government may file a written complaint with the Authority against a licensee for contravention of any provision of the Act or any order, rule, regulation, licence or instruction made or issued thereunder. The complaint shall be processed under the Complaint Handling and Dispute Resolution (Procedure) Rules, 2015.
Under section 35-A of the Act, any consumer/interested person may file complaint with NEPRA regarding over billing, noncompliance of instructions respecting metering and collection of approved charges, disconnection in case of nonpayment of charges, electric power theft and use of energy for purposes other than for which it was supplied.
DISCO (DISCO to insert its name) shall comply with the orders/decisions/instructions as may be passed by the Authority with regard to the complaint which shall be enforced under the laws/rules.