(11)  "distribution licensee " means a licensee authorised to operate and  maintain a distribution system for supplying electricity to the consumers in his area of supply and includes a deemed licensee;

(12)  “defect” means any fault, imperfection or shortcoming in the   quality, quantity,  standard of service, equipment or material which is required to be maintained by or under any law for the time being in force or under any contract, express or implied, or as is claimed by the distribution licensee in any manner whatsoever in relation to electricity service;

(13) “deficiency” means any fault, imperfection, shortcoming or inadequacy in the quality, nature and manner of performance which is required to be maintained by or under any law for the time being in force or has been undertaken to be performed by  a distribution licensee in pursuance of a contract agreement  or otherwise in relation to electricity service or performance standard; viz. interruption/ failure of power supply, voltage complaints, metering problems including meter shifting, charges/ payments (billing problems), disconnection/ reconnection of power supply to the consumer, new connections/extensions in load, notice of supply interruptions, making and keeping regular/special appointments, violations of electricity supply code, contraventions of Act, rules or  regulations made thereunder with regard to consumer interest;

(14) “Electricity Service” means supply, billing, metering and maintenance of electrical energy to the consumer and all other attendant sub-services etc.;

(15)  “Electricity Ombudsman” means an authority to be appointed or designated by the Commission, under sub-section (6) of section 42 of the Act, with whom a representation may be made by any consumer, who is aggrieved by the non-redressal of his grievances by the Forum;

(16) “Forum” means ‘Forum for redressal of grievances of the consumers' to be established by each distribution licensee under regulation 3 of these regulations.

  (17)    “Form” means form appended to these regulations;

(18)    “Internal Executive Dispute Resolution Mechanism (IEDRM) of the distribution licensee” means the existing Dispute Settlement Committees as reconstituted by the Board and as notified vide order No.HPSEB/CE (Comm) F&S-33/02-857-8871 dated the 19^th October, 2002 and published in the Himachal Pradesh Rajpatra on the 18^th January, 2003 read with  the first proviso to regulation 6;

(19)   “Member” means the member of the Forum and includes the    Chairperson of the Forum;

 (20)   “Nodal Officer” means the convener and presenting officer of the Internal Executive Dispute Resolution Mechanism (IEDRM) of the distribution licensee;