C3

HIMACHAL PRADESH STATE ELECTRICITY BOARD

In the rural areas, the Complaint Centres are located at section headquarters. In addition, “Beat Centres” have been created which, besides other activities, have also been assigned the responsibility of attending to the consumer complaints. The Complaint Centres in the rural areas are manned during the day shift only, i.e. between 09:00 Hours to 17:00 Hours.

In the event of non-response or inadequate response by Primary Responsibility Centre of the Board within the time period for rendering the service, the consumer may lodge complaint with the next higher authority. All the periods/timings for the complaints lodged with higher authorities will be reckoned from time of registration of the complaint i.e. complaint lodged between 10:00 Hours to 16:00 Hours only. The complaints lodged after 16:00 Hours will be carried over to the next day, if the same cannot be attended to on the same day itself.

In order to properly educate the consumers about the procedure and places to lodge complaints of various nature, the names of the staff, their contact numbers, address of Complaint Centres/Section Office/Sub Division Office and contact address/telephone number of concerned Sr. Executive Engineer/ Superintending Engineer/Chief Engineer, who should be approached in case of delay in the redressal of complaint will be notified as under:

a. By display on notice boards outside all the Complaint Centres/Section Offices/Sub-Division Offices/Division Offices.

b. Printed/stamped on the energy bills.

c. Through Press.

3.0 General Guidelines to Consumers

i) The complaint letter must be simple, straightforward and short. The first paragraph should grab the reader’s attention and let him or her know exactly what the letter is about.

ii) Don’t try to sound like a lawyer and don’t feel that you have to use words that you wouldn’t use in everyday speech.

iii) Be polite. Do not write letters when you are angry. Assume that the person to whom you are complaining is honest, hard working and fair, until it is proved otherwise.

iv) Plan what you want to say and let there be logical order. Don’t jump. Thoughts should be clearly grouped in paragraphs. Give all the information that is required, but nothing more.

v) Know where you stand. Be aware of your rights and responsibilities.

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