Workshop for officials to address consumer grievances effectively held

Consumer complaints can be effectively resolved at the officer level itself, thereby avoiding legal escalation, said Ramesh Bandisidde Gowda, MLA and chairman of Chamundeshwari Electricity Supply Corporation (CESC).
He was addressing a one-day legal workshop jointly organised by the Karnataka Electricity Regulatory Commission (KERC) and the CESC at the Karnataka Power Transmission Corporation Engineers' Association auditorium at Kadakola near here. The workshop was attended by chairpersons, members, and officials of various consumer grievance redressal forums.
This workshop is aimed at equipping officials with legal understanding to address consumer grievances effectively, Mr. Bandisidde Gowda said.
'When consumers encounter problems, they generally approach local officials. If those officials handle the issues with seriousness, most complaints can be resolved swiftly without reaching courts or regulatory bodies,' he observed.
He said that failure by officials to fulfill their responsibilities often compels consumers to seek legal remedies. 'We have seen several such instances. However, if every officer works with dedication, the number of complaints reaching the commission or judiciary can be reduced. Due to the commitment of both officials and elected representatives, our region has witnessed a decline in grievance cases,' he claimed.
Inaugurating the workshop, KERC member H.K. Jagadish highlighted the importance of legal literacy among officials. Electricity is indispensable in today's world. Understanding the evolution of electricity laws helps in resolving consumer complaints more efficiently, he said.
Mr. Jagadish traced the history of electricity laws in India, noting that the first law was enacted in 1887 during the British rule with a focus on safety. Today, the electricity sector functions under the Electricity Act of 2003. With power being generated from multiple sources, consumers have now become central stakeholders in the legal and regulatory framework besides transmission and distribution subjects, he added.
KERC member Javed Akhtar pointed out that there is a lack of public awareness about grievance redressal forums. 'Many consumers visit local offices to resolve their issues but remain unaware of formal complaint forums. This information gap discourages consumers from filing complaints,' he said.
He urged that all Escoms should publish complaint procedures prominently on their websites, mobile apps, and notice boards for the benefit of public.
KERC secretary Siddeshwar, Mysuru zone chief engineer D.J. Divakar, Hassan zone chief engineer Harish Kumar, CESC chief financial officer G. Renuka, and other senior officials were present. Technical presentations were conducted after the inauguration.

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