Haryana’s Principal Secretary (Power) Devender Singh today gave direction to the officers of the Dakshin Haryana Bijli Vitran Nigam and Uttar Haryana Bijli Vitran Nigam to constitute committees of consumers at sub divisional level, divisional level and circle level to ensure that complaints are attended by the officials promptly and these committees will also hear complaints of consumers.
Devender Singh said that in order to provide better services to the consumers, the power distribution utilities will constitute committees of 5 to 7 consumers each at sub divisional, divisional and circle level. “It would be in addition to other complaint redressal systems, however, it will be ensured that there is no defaulting amount or any theft cases pending against the members of the committee, he said.
The Principal Secretary said that the committee members should be from different fields so that each category of consumers is represented. The committee shall hear the consumers who present their complaints to them and ensure that the complaints are attended promptly and are redressed within a week. Meetings of the committees at sub divisional level will be held on every Monday, the meetings of the respective committees at divisional level will be held on 2nd and 3rd Mondays of every month and meetings of committees at circle level will be held on 4th Monday of each month. The concerned officer will hold the meeting.
He said that the superintending engineers have been directed to constitute the committees within three days and the meetings will start from next Monday i.e. January20, 2014. “Besides this, the consumers may mail their complaints directly to the Managing Director of Discoms at firstname.lastname@example.org in case their complaints could not be redressed at different channels provided in the consumer grievance redressal system of the Discoms,” Singh said. Singh said that the Discoms have created multiple channels for lodging complaints of all types relating to electricity service, including computerized consumer complaint redressal system, call centre, Bijli Suvidha Kendras, traditional complaint centres, frequent Open Darbars by officers of all ranks on pre-announced days, etc.
The computer operators in the offices would help lodge the complaints of consumers on request in the CGRS, where employees are bound to attend the complaint within a stipulated period. The facility of computers and internet has already been made available in all offices of the sub divisional officers for this purpose. Under this system of grievance redressal, the grievance would automatically escalate to the senior officer. Each grievance will have set number of days in which the grievance needed to be redressed failing which the grievance will escalate to the immediate senior of the officer. The next officer will also get the predefined number of days for redressal of the grievance failing which the grievance would up the hierarchy. Eventually, in the end, the grievance would reach the inbox of the officer highest in the hierarchy. The auto escalation will be as AGM> DGM> GM>CGM> DIRECTOR> MD.
The Discoms have already revived their old mechanism of complaint centres by making it wider and comprehensive. Under this mechanism, all about 1700 old complaint centres in villages and towns have been revived. Bijli Sividha Kendras and control rooms have also been established at circle and divisional level to ensure timely redressal of the complaints and to attend/register complaints of consumers telephonically and physically during day and night. All the 33 KV substations now have complaint centres also where complaints can be got registered telephonically or by going in person. He said that the call centre can now be used for getting registered all type of complaints including relating to billing, metering, connections, expansion of system, etc, besides complaints relating to power supply. The consumers can reach the call centre through one toll free telephone number 18001801615 round the clock every day. A short number 155333 has also been provided to facilitate the consumers.