Braking NEws (jatinder) Hisar, Aug. 19. With the introduction of the system of putting all written complaints also in the computer based Consumer Grievance Redressal System (CGRS) of the Dakshin Haryana Bijli Vitran Nigam (DHBVN) and with the start of receiving all type of complaints on the call centre of the DHBVN, the CGRS is getting popular among electricity consumers. It is further attracting consumers’ interest because the employees are bound to redress the grievances within stipulated time. After the specified time, the grievance would automatically escalate to the senior officer. Mr. V K Chaudhary, Director, DHBVN said here today that the Nigams have received 4056 complaints regarding power supply, meter reading, fault in meters, etc during the month of August July, 2013 while the number of complaints received on CGRS in July, 2012 was merely 167. During the months of April, May and June, the number of complaints received on the CGRS was 2281. During first fortnight of August, the number of complaints has been 1333. The total number of complaints received on CGRS, since its beginning in March, 2011, is 14205, out of which 13616 have already been resolved. Though there has been no increase in total number of complaints as the system has been strengthened considerably and availability of power has also been better. Moreover, the facilities of getting complaints lodged have been widely increased by starting 1700 complaint centres, Bijli Suvidha Kendras at Circle and divisional level and by organizing Bijli Bathaks and Open Darbars in large number. The reason has been reliability in redressal of complaints as the complaints in this system escalates in a specified time to the senior officers. Mr Chaudhary said that the CGRS has been further improved and strengthened. With the creation of the new features in the system, as and when a complaint is lodged by a consumer through the CGRS it will go on the mobile telephone of the concerned official who is to redress the complaint. With this provision, consumers will be able to send their complaint to the relevant official even if the official is in field. After redressal of the complaint, the consumer will get an SMS and the consumers can give feedback also. This feedback will be checked by the senior officers also. So, with this a new check on the official responsible for redressal of complaint is being created. The director said that under this system of grievance redressal, the employees are bound to redress the grievances within stipulated time. After the specified time, 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 computer based Consumer Grievance Redressal System is operational through the Nigams’ website dhbvn and uhbvn . The web based CGR application is accessible through any internet browser. It can be started by opening any browser and typing URL http:/dhbvn or http:/uhbvn, the home page would be displayed in the Consumer Section by just clicking the mouse on the link "Consumer Grievance Redressal System". There are sections for grievance registration, grievance tracking and log in for officers. In case any consumer does not have the computer and internet facility, he can use this facility in any office of the Operations Wing of DHBVN. The computer operator in the office will help the consumer in registering his complaint in the system. The Nigams have assigned the duty to the operators.
Posted on: Mon, 19 Aug 2013 06:58:25 +0000
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