Soon, a digital portal for consumer grievance redress: BESCOM MD

Bengaluru: Bangalore Electricity Supply Company (BESCOM) is all set to commission a digital portal aimed at enhancing transparency and efficiency in the consumer grievance redress process, Dr. N. Sivashankar, Managing Director of BESCOM, has said.

Addressing a workshop organized by the Karnataka Electricity Regulatory Commission (KERC) and BESCOM for office-bearers and members of the Consumer Grievance Redressal Forum (CGRF) at the KEB Engineers Association Hall on Tuesday, he said: “To strengthen consumer rights and improve accountability, a dedicated digital platform is being developed for managing consumer complaints. The Chief General Manager of Corporate Affairs has been tasked with overseeing the grievance redress process.”

He said that as directed by the KERC Chairman, CGRFs have been constituted at the district level comprising a Superintendent Engineer, Executive Engineer, and independent members.

“Grievances must be addressed within clear timelines. If issues remain unresolved at the CGRF or corporate level, consumers can escalate their complaints to the KERC for further redress,” he said.

Inaugurating the workshop, KERC Chairman P. Ravikumar stressed the importance of delivering impartial and timely justice to consumers.

“Proactive engagement by authorities is essential for the success of this grievance redress mechanism,” he added.

Highlighting the legal framework, KERC Member (legal) and retired District Sessions Judge H.K. Jagadish said: “Sections 42(5) and 42(6) of the Electricity Act, 2003 mandate provisions for consumer grievance redress. The CGRF, KERC and the Electricity Ombudsman function as quasi-judicial bodies, as recognized by the Supreme Court and High Courts.”

During the workshop, KERC Technical Director Srinivasappa, along with retired judges Krishnaiah and I.F. Bidari briefed officials on technical issues and common challenges faced in consumer complaint resolution.

The event was also attended by KERC Secretary Siddeshwar, BESCOM Technical Director H.J. Ramesh, Finance Director Mahadeva, GM (Administration and Human Resources) Dr. Dayanand, GM (Consumer Relations) Rajoji Rao and Chief General Manager (Corporate Affairs) Pushpa S.A.