Power Distribution Case Study: Regulatory Disclosures and Two-Level Consumer Grievance Redressal for SEZ Licensees
Gunadhya Software Solutions built EON Power's public website, consumer grievance portal and officer admin panel. The system publishes tenders and regulatory documents, and handles consumer complaints through internal redressal (ICRS) and escalation to the Consumer Grievance Redressal Forum (CGRF). The same platform was deployed for Punawala SEZ.
- Client
- EON Power (deemed distribution licensee)
- Industry
- Power distribution & utilities
- Engagement
- Public website, consumer portal, admin panel, multi-SEZ setup
- Timeline
- 4 months
- Team
- 2 people
At a glance
- The client. EON Power, a deemed distribution licensee supplying electricity in a Special Economic Zone.
- The problem. The licensee needed a public website for regulatory disclosures and a portal for consumer complaints with enforced SLA deadlines and a second-level forum.
- What we built. A public website, consumer grievance portal with ICRS and CGRF, and an officer admin panel, deployed for two SEZs.
- Stack. PHP, CodeIgniter, MySQL, Bootstrap, Chart.js, jsPDF, PHPMailer, Cron.
- Result. 4 months delivery, 2 grievance levels, 2 licensees live.
About EON Power
A power supplier with a regulator's rulebook
EON Power is a deemed distribution licensee that supplies electricity to consumers in a Special Economic Zone. As a licensee, it must publish tenders, tariff orders and regulatory documents on its website, and provide consumers with a formal complaint redressal process. Complaints go through two levels: the Internal Complaint Redressal System (ICRS), where officers resolve issues within set deadlines, and the Consumer Grievance Redressal Forum (CGRF), which consumers can approach if the first level fails.
What we delivered
Public website
Tenders, tariff orders, regulatory documents and company information published for public access.
Consumer portal
Consumers register, file complaints by category, track status and receive email updates at every step.
ICRS module
Internal complaint redressal with category-based SLA deadlines, officer assignment and half-time reminders.
CGRF module
Second-level forum where consumers upload Schedule-A and officers attach notices and final orders.
Admin panel
Officer dashboard with complaint queues, SLA tracking, document management and Chart.js reports with PDF export.
The Challenge
Two levels, fixed deadlines, a public record
A deemed distribution licensee must follow the regulator's complaint process to the letter. Each complaint category has its own resolution window. If the window passes, the consumer gains the right to escalate. Officers at three levels handle different stages. And every document, from tenders to final orders, must be published and kept current.
The complaint path
- Register
- Under process
- Assign
- Resolve
- Feedback
- Raise CGRF
- Schedule-A
- Notice
- Final order
Deadlines per complaint type
Each sub-category has its own SLA window. The system must set the right deadline at filing and enforce it.
Escalation only when earned
Consumers can raise CGRF only after the ICRS deadline passes, not before. The system unlocks it on time.
Disclosures that stay current
Tenders, tariff orders and regulatory documents must be published promptly and remain accessible.
Three officer roles
EO, Officer Incharge and Concern Officer each see different queues and have different permissions.
Our Approach
We built the regulator's process into the software
- 1
Deadline set at filing
When a complaint is filed, the system looks up the category's SLA window and sets the expected resolution date automatically.
- 2
Early warning
A daily cron job checks every open complaint. When half the window has passed, the EO gets an email reminder.
- 3
Escalation unlocks on time
The consumer cannot raise CGRF until the deadline passes. The system checks the date and enables the button only then.
- 4
Self-service publishing
Officers upload tenders, tariff orders and documents through the admin panel. The public website reflects changes immediately.
- 5
One platform, many SEZs
Each SEZ is a separate company in the system with its own consumers, officers and documents. We deployed for EON Power and Punawala SEZ.
Product Spotlight
The Escalation Path: from first complaint to forum order
A complaint moves through defined stages. The system tracks every step, enforces deadlines and notifies both consumers and officers. If ICRS does not resolve in time, the consumer can escalate to CGRF, where officers attach a notice and final order.
Step 01
Register the complaint
Consumer picks a category, adds details and attachments, and gets a complaint number by email.
- Category selection
- File attachments
- Email confirmation
Step 02
Assign and track
Officer Incharge assigns it to a Concern Officer. The deadline clock is visible.
Illustrative sample. Complaint number and details are not real.
- Officer assignment
- SLA deadline visible
- Status tracking
Step 03
Remind at half-time
The EO is emailed when half the window has passed.
- Automated reminder
- Half-time trigger
- EO notification
Step 04
Resolve or escalate
The officer closes it with a remark, or the consumer raises CGRF once the deadline passes.
- Resolution with remarks
- CGRF escalation
- Time-based unlock
Step 05
Forum case
Consumer uploads the signed Schedule-A. Officers attach the notice and final order. Closing it notifies the consumer.
- Schedule-A upload
- Notice and order
- Consumer notification
Results
What we delivered
Technology Stack
What the portal runs on, and why
PHP, CodeIgniter
A proven MVC framework that the client's hosting already supported, with separate consumer and admin modules.
MySQL
Consumers, complaints, categories with SLA time frames, CGRF cases and the document tree, all linked to the SEZ they belong to.
Bootstrap, jQuery
Server-rendered pages that load fast for consumers on any device.
Chart.js, jsPDF
Dashboard charts of ICRS and CGRF status, with PDF export for reviews.
Email (PHPMailer)
Consumers and officers are notified at every step of the complaint.
Cron
Daily SLA check that emails reminders on complaints nearing their deadline.
FAQ
Frequently asked questions
What did Gunadhya Software Solutions build for EON Power?
Gunadhya Software Solutions built EON Power's public website, consumer grievance portal and officer admin panel. The system publishes tenders and regulatory documents, and handles consumer complaints through internal redressal (ICRS) and escalation to the Consumer Grievance Redressal Forum (CGRF).
What are ICRS and CGRF?
ICRS is the licensee's internal complaint redressal system, the first level where officers resolve a consumer's complaint within a set time. CGRF is the Consumer Grievance Redressal Forum, the second level a consumer can approach if the complaint is not resolved in time.
How does the portal enforce resolution timelines?
Each complaint sub-category has its own time frame. When a complaint is filed, the system sets its expected resolution date, reminds the senior officer once half the time has passed, and lets the consumer escalate to CGRF after the date passes.
Can the same platform serve more than one licensee or SEZ?
Yes. Each SEZ is set up as a separate company in the system, with its own consumers, officers and documents. We deployed the same platform for Punawala SEZ.
What technology is the portal built on?
PHP with CodeIgniter, MySQL, Bootstrap, Chart.js and jsPDF, hosted on Apache with HTTPS.
Can Gunadhya Software Solutions build a grievance or disclosure portal for our utility or authority?
Yes. We build portals for organisations that must publish documents and handle complaints under regulatory rules. Tell us your process and timelines, and we'll show you how we'd set it up.
Handling regulated complaints on email and registers?
We built EON Power's grievance portal in 4 months with a team of 2 people. Tell us your complaint process and regulatory timelines, and we'll show you how we'd set it up online.