On June 15th, 2024, the Citizen consumer and civic Action Group (CAG) in partnership with the Consumers Protection Association (CPA) Agartala, hosted a Capacity Building Workshop on Clean Energy Transition and Electricity Governance in Agartala. This workshop is part of the Accelerating Clean Energy Transition by improving Stakeholder Participation for Electricity Governance in India. The workshop aimed to empower consumers with knowledge and tools to actively participate in the electricity sector's governance and advocate for their rights.
Banner showing the workshop details
The event began with a welcome from Mr. Amrit Lal Saha, President, Consumer Protection Association (CPA) who emphasised the significance of the workshop and outlined its objectives. He introduced the speakers and also gave an overview on the importance of the electricity sector and need for consumer involvement in the sector. He also stressed the importance of consumers being aware of their legal rights to advocate for better services and protection.
Mr. Saha giving the welcome note
Smt. Dalia Saha, Hon'ble Member, State Consumer Disputes Redressal Commission shared her experiences in resolving electricity complaints as a Member of the Commission, providing insights into common issues and effective resolution strategies.
Smt. Dalia Saha, Hon'ble Member, State Consumer Disputes Redressal Commission giving her address
K. Vishnu Mohan Rao, from CAG provided an overview of consumer participation in the electricity sector, highlighting the critical role consumers play in ensuring transparency and accountability in electricity governance. He gave an overview of the power sector including, generation, transmission and distribution segments. Further, he explained to the audience why the role of electricity distribution companies is a significant interface for liaising with consumers. He also suggested ways and means of getting issues addressed. For example, accessing information through Right to Information (RTI), sending letters, by placing their grievances before the consumer grievance redress forum etc.
Shri Dayamay Debnath, Jr Engineer (Electrical), TERC being facilitated
Shri Dayamay Debnath, Jr Engineer (Electrical), TERC explained the role of the Tripura Electricity Regulatory Commission (TERC) and its actions to protect consumer interests. He detailed the regulatory measures and policies aimed at ensuring fair practices and consumer protection in the electricity sector. The session provided clarity on the regulatory framework and its consumer benefits.
Shri Rajiv Roy, Deputy General Manager,Tripura State Electricity Corporation Limited (TSECL), discussed the responsibilities and functions of the TSECL in serving consumers. He highlighted the corporation's commitment to delivering reliable electricity services and addressing consumer needs effectively. He gave an overview of the utility's responsibilities towards consumers, focusing on consumer-friendly approaches to address and resolve issues. He explained in detail the rules for providing electricity services by the utility. Further, he detailed the mechanisms available for grievance redressal, including the Consumer Grievance Redressal Forum (CGRF) and utility administrative processes. Mr. Roy discussed several ways in which consumers could seek redressal:
- Complaint Numbers: Dedicated helpline numbers 1912 for lodging complaints, staffed with trained personnel
- WhatsApp Facility: A WhatsApp service for reporting complaints, allowing consumers to send photos or videos for quick reporting.
- Online Portals: User-friendly online portals to register and track complaints.
- Physical Offices: Customer service centers for filing complaints in person, providing direct interaction with trained staff.
Ms. Seema Das, DGM Planning, TSECL elaborated on the planning aspects and initiatives of TSECL to enhance consumer service. She spoke about the implementation of energy efficiency programs and the introduction of LED lighting projects across various districts of Tripura to improve service delivery and reduce energy consumption.
Participants engaging in discussion with utility officials
During the discussion, the participants raised several issues with the utility officials.
- Voltage Fluctuation: Concerns about frequent voltage fluctuations causing appliance damage and disruptions.
- Power Failure: Issues with frequent power outages, especially during peak hours.
- Service Connection: Delays and difficulties in obtaining new service connections.
- Complaint Mechanisms: Experiences with filing complaints and the utility's responsiveness.
Mr. Amrit Lal Saha concluded the workshop by summarising the key points discussed. He reiterated the importance of ongoing consumer engagement and collaboration between stakeholders to enhance the efficiency and consumer-friendliness of the electricity sector.