C2

HIMACHAL PRADESH STATE ELECTRICITY BOARD

1.0 Nature of Complaints:

The consumer complaints are categorized under the following heads:

I. Interruption/ failure of Power Supply

II. Voltage complaints

III. Metering Problems including Meter shifting

IV. Charges/ Payments (Billing Problems)

V. Reconnection of Power supply to the Consumer

VI. New Connections/Extensions in Load

VII. Notice of supply interruptions.

VIII. Appointments

2.0 Procedure for Lodging of Complaints

The complaints for interruption/failure of power supply and low/high voltage can be lodged either in writing or on telephone, wherever telephonic facilities are available, in the Complaint Centres/Section Offices/Sub-Division Offices of the Board as per nature of the complaint giving the complete name, address, consumer account number along with brief description of problems faced. Each complaint centre shall maintain a Complaint Register as per Form-I.

Complaints in respect of other problems shall be lodged by the consumers in the Sub-Division Office/Division Office/Circle Office/C.E.’s Office as detailed here in after. The forms for all types of complaints will be available in the Complaint Centres/Section Offices/Sub-Division Offices and will be issued on demand free of cost. The complaint can be lodged on the relevant form and handed over to officer/official of Complaint Centre/Section Office/Sub Division Office. The receipt of the complaint will be acknowledged by the officer/official, who will also register the complaint and intimate the complaint number in every case. The complaint will be redressed within the prescribed maximum period and consumer intimated by the concerned J.E./S.D.O./ Sr.Executive Engineer accordingly.

2.1 Where to Lodge Complaint

In the towns & cities and major industrial areas, one or two Complaint Centres exist depending upon the area of distribution and density of consumers served by the Complaint Centre. These Complaint Centres are generally maintained in three shifts of eight hours each i.e. morning, evening and night.

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