The complaints arrived through different modes such as the Internet, telephones, post, and even in person.

Of these complaints, 13,715 — or 89.45 per cent of total grievances received — have been resolved to the satisfaction of consumers, it was informed. Apart from individual complaints the cell has also been taking up suo motu cognisance of complaints received through the media and other sources.

Recent examples include putting up streetlights between Lotus Temple (near Nehru Place in south Delhi) and the cremation ground behind Kalkaji Temple. This road hasn’t had streetlights for the last 15 years and is frequently used by thousands of people to get to the temple and cremation ground.

The cell pursued the case and had the streetlights installed.

The onus of helping consumers who present their collective interests has also been assigned to the cell. The government has declared the constitution of an Electricity Consumers Advocate Committee to represent consumers adequately before the Regulatory Commission /Appellate Tribunals/Courts, etc in matters related to tariff, cross subsidy, electricity supply to unauthorized colonies, examination of ARRs etc. The committee will be headed by the chairman of the cell and will have representatives of NGOs, Confederations of RWAs, RWAs, advocates and technical persons as its members.

The committee will represent consumer interest in litigation and adjudication before authorities over the issues of cross-subsidy, quality of service, supply related problems, monitor notified performance standards followed by various discoms and will raise these before the appropriate legal forums in case of any shortcoming in implementation.

It will intervene in courts of tribunals on behalf of consumers, promote consumers education, bring out a newsletter for the benefit of consumers, hold meetings with RWAs on consumer problems and prepare an Annual Report to submit to before the government highlighting its activity/achievements.

The cell is also going to set up a Meter Testing Lab to take up the task of testing “tampered” meters in a fair and transparent manner through an independent body. Tampered meters are at present tested by discoms, which sometimes leads to litigation and acrimony. The lab will conduct the testing in front of consumers and discoms representatives and will provide test results on the spot.