Towards Consumer-Centric Electricity Governance: Insights from a Qualitative Study of PGVCL

Abstract

In ensuring that power is supplied effectively and aid in economic development, electricity distribution companies (DISCOMs) play a crucial role. However, the governance structures, consumer protection systems, and regulatory frameworks are very important in determining the success of the electricity distribution system. This paper examines the governance procedures in Paschim Gujarat Vij Company Limited (PGVCL) particularly concerning consumer involvement, transparency, accountability, and the processes of redressing consumer grievances. The research uses a qualitative research design based on policy analysis, stakeholder perception, and the institutional review to determine the effects of the governance reforms on service delivery and consumer satisfaction levels. Findings show that even after the institutionalization of consumer grievance redressal forums (CGRF) and ombudsman systems in the Electricity Act 2003, consumer awareness, access to grievance systems, and participatory governance have gaps. The article suggests a set of governance-related reforms, such as digital transparency, better stakeholder engagement, institutional responsibility, and enhanced regulatory control to create a more consumer-focused electricity governance framework. The paper concludes that the ideas of good governance when applied to the job system of the electricity distribution company named PGVCL can result in the significant improvement in the quality of the services, customer confidence and financial sustainability of this field.