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Power department empowers consumers with 24/7 helpline

india Updated: Apr 11, 2011 01:24 IST
Eshani Mathur
Eshani Mathur
Hindustan Times
Dakshin Haryana Bijli Vitran Nigam

Now, information related to power supply, complaint registration in case of breakdown and quick response are just a phone call away, thanks to a round-the-clock helpline set up by the electricity department.

The 24/7 call centre has been set up by the power distribution company Dakshin Haryana Bijli Vitran Nigam (DHBVN) to check the increasing number of complaints lodged by consumers during summers.

During last summer, the DHBVN saw 100% increase in the number of complaints. Now, consumers will be given 10 helpline numbers where they can get information, register complaints and get them rectified within hours, a senior official said.

The DHBVN has hired about 30 retired officials to attend these calls. Staff will be deployed in shifts and each shift will have seven operators and a team leader.

The operator on receiving a complaint will give a reference number to the caller and simultaneously forward the complaint to the lineman of that area.

If the problem is not rectified within an hour the concerned junior engineer will be informed, the official said.

Although the department already has a helpline, consumers have to wait longer to get their complaints attended, resulting to power cuts up to two days.

Superintending engineer SS Deswal said, during summer season at least 200 complaints are received every day on the existing help line.

The number of callers increases to 400 per day during May and June. On an average, the city requires 160 lakh units a day during summers.

Due to increased load, the residents mainly complain about fuse breakdown, burnt cable or meter.

But the summer of 2011 is expected to be cooler with the complaints being received and solved on time, Deswal said.

Supervisor Rajiv Kumar said: "The DHBVN consumers will now be able to register their complaints 24/7. Any complaint related to fuse, broken or burnt cables and meters can be registered and they will be rectified within one to four hours."