BERC Proposes Draft Amendments 2025 To Strengthen Consumer Grievance Redressal Mechanism In Bihar

The Bihar Electricity Regulatory Commission (BERC) has initiated a suo-motu proceeding under Proceeding No. 09/2025 to propose amendments to the existing Consumer Grievance Redressal Forum, Electricity Ombudsman, and Consumer Advocacy Regulations, 2017. This follows earlier amendments made in 2019 and 2021. The Commission has released the draft of the third amendment to these regulations, aiming to make the grievance redressal system more efficient and effective.

In a public notice dated 7 May 2025, the Commission invited comments, suggestions, and objections from the general public and stakeholders. Interested individuals and organisations can access the draft amendment, the consultative paper, and the public notice from the official BERC website. These documents are also available free of cost from the Commission’s office on any working day. Written responses are to be sent to the Secretary of BERC by 22 May 2025. A public hearing on this matter is scheduled to be held on 27 May 2025 at 11:30 a.m. in the Commission’s courtroom.

The key focus of the proposed amendment is Regulation 2.6, which deals with the tenure and functioning of the members of the Consumer Grievance Redressal Forum. Under the current regulation, every member of the Forum holds office for a fixed term of three years or until the age of 60, whichever is earlier, particularly for serving officers appointed as the First and Second Members. In cases where the chairperson is unable to perform duties, the Second Member discharges the responsibilities.

The amendment addresses two main concerns. First, it notes that the frequent transfers of First and Second Members from one forum to another, due to a lack of clear transfer guidelines, have disrupted the smooth functioning of the forums. Second, it highlights that the Third Member, typically an independent and non-utility person, often gains valuable experience during their tenure but is not allowed to continue beyond three years, even if they are performing well.

To resolve these issues, the new amendment proposes that the tenure of the Third Member may be extended by two additional years, provided their performance is satisfactory and they have not yet reached the age of 60. This is expected to ensure better continuity and utilisation of their growing expertise. The roles of the Chairperson and Second Member in cases of absence or incapacity remain unchanged.

These proposed changes are designed to strengthen the grievance redressal mechanism by ensuring more stable staffing and better retention of experienced personnel. The Commission has taken this proactive step to enhance the effectiveness of consumer protection and advocacy in the power sector of Bihar. Public involvement is being encouraged to ensure that the regulatory changes are aligned with the needs and expectations of all stakeholders.