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HindustanTimes Wed,20 Aug 2014

Discoms' staff learning to handle online complaints

HT Correspondent, Hindustan Times  Hisar, April 27, 2013
First Published: 17:52 IST(27/4/2013) | Last Updated: 20:39 IST(27/4/2013)

The Haryana power distribution utilities - Dakshin Haryana Bijli Vitran Nigam (DHBVN) and Uttar Haryana Bijli Vitran Nigam (UHBVN) - have started training its employees to put all written and oral complaints of consumers on its computerised "Consumer Complaint Redressal System" (CGRS).

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Inspecting training of the employees, Devender Singh, chairman and managing director, DHBVN and UHBVN, said here on Saturday that the utilities had decided to make their grievance redressal system more efficient and reliable by making the mechanism paperless. "For this, all written, oral and telephonic complaints will be put on the nigam's computerised complaint redressal system," Singh said.

He said all officials engaged in the operations wing were also being trained on the system for prompt redressal of the grievances put up on the system.

"Officers and employees of the operation circles in Bhiwani, Hisar and Sirsa have already been imparted the training. All employees will be trained by the end of this month," he said.

Singh said consumers could get their complaints registered on the system in any nearby office of the utilities and were not bound to go to the subdivisional office. The facility would be made available in all offices of the operations wings of the nigams, including the offices of the superintending engineers and the executive engineers.

Singh said under this system, the employees were bound to redress the grievances within stipulated time. "After the specified time, the grievance would automatically escalate to the senior 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," he said.

He said the system was operational through the nigams' website www.dhbvn.com and www.uhbvn.com. "The web-based CGR application is accessible through any internet browser and the consumers can reach the call centre through a toll-free number 18001801615 round the clock. A short number 155333 has also been provided to facilitate the consumers," he added.


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