Chandigarh: Haryana energy minister Anil Vij on Wednesday conducted a surprise inspection of the Uttar Haryana Bijli Vitran Nigam (UHBVN) call centre in Panchkula to review the functioning of the electricity complaint redressal system and ensure timely resolution of consumer grievances.During the inspection, the minister closely monitored complaint calls being received at the 1912 call centre and assessed the mechanism being followed for addressing electricity-related issues. He also interacted with call centre employees and sought detailed feedback regarding operational efficiency and consumer response.Vij told media persons that both UHBVN and Dakshin Haryana Bijli Vitran Nigam (DHBVN) have established dedicated 1912 helplines to provide consumers with a transparent and efficient platform for lodging complaints. He urged electricity consumers to register complaints through the official helpline instead of contacting employees directly, stating that this would help maintain transparency and avoid disputes or inconvenience.“Nearly 250 employees are working round the clock at the Panchkula call centre to handle complaints from across the state. This inspection aimed to verify whether grievances were being resolved within the prescribed time frame. During the visit, Vij personally spoke to several consumers over the phone to assess satisfaction levels regarding complaint resolution,” said one official.While some consumers expressed satisfaction with the response mechanism, others pointed out delays in resolving their issues. Taking immediate note of the complaints, the minister directed officials concerned to take corrective measures without delay.Vij said the department has issued strict instructions to ensure that electricity-related complaints are resolved within two hours in urban areas and within four hours in rural regions. He revealed that around 2,500 complaints were received at the call centre on Tuesday, with nearly half already resolved while work on the remaining grievances was progressing rapidly.Referring to a complaint from Morni regarding prolonged disruption in electricity supply, the minister immediately contacted the concerned superintending engineer and instructed officials to restore power supply at the earliest. Similarly, after receiving reports of a high number of complaints from Rohtak, he directed officials to expedite grievance redressal in the district.In a bid to personally test the efficiency of the system, Vij also registered a complaint through his own mobile phone during the inspection. He said additional manpower would be deployed if necessary to strengthen the complaint-handling mechanism and ensure quicker response times.MSID: 131350580 413 |
