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Administration Manual - B.E.S.T. Undertaking.

Administration Manual - B.E.S.T. Undertaking.

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1630<br />

Consumer Protection Act, 1986 has been<br />

enacted in the interest and protection of consumers.<br />

Sometimes the commuters and electricity consumers file<br />

cases before the Consumer Forum/Consumer<br />

Commission/Consumer National Commission against the<br />

<strong>Undertaking</strong> for compensation for loss/damage caused to<br />

them due to alleged deficiency in services of the<br />

<strong>Undertaking</strong>. The <strong>Undertaking</strong> is required to defend its<br />

stand and interest before those authorities.<br />

Procedure :<br />

Whenever a notice is received from the Consumer<br />

Forum, it shall be put up to DyLA who shall collect<br />

information from the department concerned and draft<br />

reply shall be approved by the AGM(L). DyLA shall<br />

attend the matter before the Consumer Forum and<br />

defend the stand and interest of the <strong>Undertaking</strong>.<br />

AGM(L)/CLA shall attend the matter before the State<br />

Commission and defend the <strong>Undertaking</strong>’s stand and<br />

interest. DyLA/CLA/AGM(L) shall take assistance from<br />

the department concerned, if found necessary.<br />

The matters before the National Commission shall be<br />

entrusted to the solicitors of the <strong>Undertaking</strong> at New<br />

Delhi. The AGM(L) and CLA shall attend those matters<br />

and defend the <strong>Undertaking</strong>’s interest with the<br />

assistance of the solicitors appearing the matter.<br />

GM/DGM(ES) shall be appraised of the decision of<br />

the aforesaid Authorities and instructions of the<br />

Competent Authority to adopt further proceedings or to<br />

implement the order shall be obtained. Accordingly, the

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