Discom complaint centre puts callers on hold for 50 mins | india | Hindustan Times
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Discom complaint centre puts callers on hold for 50 mins

india Updated: Jun 03, 2012 00:43 IST
Divya Sethi
Divya Sethi
Hindustan Times
Divya Sethi

Already reeling under prolonged power cuts in this blistering heat, the residents of Millennium City now can’t even make their complaints heard without sweating it out.

Reason: the discom’s call centre is flooded with complaints and it does not have enough employees to handle the increased number of calls.

The city is facing power cuts of nearly eight to 10 hours.

The call centre has only 60 employees and 40-50 minutes of call waiting has been reported by residents on an average.

Set up last year to register the complaints of Gurgaon residents and those of surrounding cities in southern Haryana, the Dakshin Haryana Bijli Vitran Nigam Ltd (DHBVN) call centre is facing flak.

It is losing its very objective, the residents complain.

They say they have to wait “endlessly” to be able to speak to the customer executives.

“On Thursday, we did not have electricity supply since 11am. I called up the call centre at 18001801615. Despite waiting for 40 minutes, I could not get my complaint registered,” rued Vishal Bhargava, a resident of Sector 56.

Another resident of Sector 5 said that power cut is “just one side of the problem”.

“The worst part is that the department gives you the hope that your problems will be heard and addressed. But here, nobody is even taking our calls,” he said rather annoyingly.

“I admit that residents are compelled to wait to get their complaints registered. We are planning to double the call centre shift and increase the workforce from the present 60 to 120 soon,” said MB Vashishth, advisor-cum-director operations, DHBVN.

The present power requirement of the district is 140 lakh units per day while it receives only 125 lakh units per day. During the peak season, the requirement shoots up to 200 lakh units per day. Officials feel they can “manage” 195 lakh units and are devising ways to get the remaining five lakh units.

Even Employees unhappy with poor services

Gurgaon: It’s not just the power-starved residents of Gurgaon, even the workforce of the Dakshin Haryana Bijli Vitran Nigam (DHBVN) is unhappy with the department.

Officials, on condition of anonymity, say the department is “not performing its duty properly”. The call centre, which was launched with much fanfare, has turned out to be a damp squid.

A senior official said that recently a written complaint was submitted to the higher authorities that “the call centre is not working efficiently.

In the last few months, it has become a formality and its services have greatly deteriorated”.

There is only one call centre catering to the entire region.

The centre functions from Gurgaon and receives complaints from Sirsa, Fatehabad, Hisar, Bhiwani, Mahendragarh, Rewari, Gurgaon, Mewat, Palwal and Faridabad districts.

The call centre number is 18001801615.