CHANDIGARH, Oct 23: Dakshin Haryana Bijli Vitran Nigam has decided to utilise the facility of call centre at Gurgaon for prompt redressal and efficient management of consumer complaints.
Complaints from all over the area of DHBVN can be got lodged at the call centre.
A spokesman today said on the basis of feedback received in the
meetings of Chairman and Managing Director Devender Singh with the public representatives, the DHBVN has decided that the call centre will send information regarding the areas from where comparatively larger number of complaints were received so as to find the root cause of the problem and tackle it for permanent remedy.
The consumers, who had to call at the call centre for their grievance repeatedly, would also be identified to address the individual grievance separately.
The call centre will now register all types of complaints including wrong billing, wrong reading, new connection, change of meter, etc. The complaints other than that of power failure shall be diverted to the ‘consumer grievance redressal system’ of the Nigam, where the grievances are addressed in time bound manner. Complaints can also be lodged online in the Consumer Grievance Redressal System(CGRS) through website of the Nigam www.Dhbvn.Com.
The complaints received at the call centre would now be classified as rural and urban complaints and then be sub-classified on the basis of nature of complaints for better monitoring.
Besides this, the spokesman said, the call centre was being provided with the database of consumers having arrears of bills due to them. When a defaulter consumer will call at the call centre, after registering his complaint, he would be reminded by the operator about payment of his pending bill.
The administrative control of the call centre has now shifted to the General Manager (Operations) Gurgaon. Any consumer from the
area under the jurisdiction of the DHBVN can get registered his grievance or complaint by dialing toll free telephone number 18001801615 or short number 155333.
The complaints will now be attended day and night in rural as well as urban areas. The mobile complaint centres are being made functional at level of each circle and old complaint centres are being revived by providing additional manpower. Complaint centres are being set up at all substations in rural area.
Status of the registered complaints will be submitted to the higher management periodically which would analyse the reasons of delay in addressing in any complaint. (UNI)
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