C7

HIMACHAL PRADESH STATE ELECTRICITY BOARD

5.0 Complaint Handling Procedure

5.1 Main Fuse Failure/Supply Interruption.

In case of failure or interruption of power supply, the complaint shall be lodged in The Complaint Centre of the area or any centralized Complaint Centre giving the details of name, address, consumer account number and brief description of the complaint. The complaint can be lodged either in writing or over the telephone, wherever telephone facilities are available. The operator on duty at the Complaint Centre shall register the complaint and intimate a complaint number in every case.

The following actions shall be taken immediately thereafter:

i) Operator on duty shall assign the complaint to the field staff, along with Form-VIIIA, whose names shall be entered in the Complaint Register in the appropriate column with clear instructions to attend to the complaint within the stipulated time reckoned from the time of registration of the complaint.

ii) The Line Staff after restoring the supply shall record compliance in the Complaint Register in the appropriate column and hand over the Form-VIIIA to the authorized person/J.E. The exact time of restoration of supply shall be entered in the Register.

iii) If the supply could not be restored within stipulated period the matter shall be brought to the notice of J.E. in charge of the Section.

iv) J.E. would take immediate steps to ensure that the supply is restored in the shortest possible time and also report to his S.D.O. the reasons for delay in restoration of supply. If the supply remains still interrupted the matter shall be brought to the notice of S.D.O. who shall ensure that the supply is restored immediately without any further loss of time.

v) In case the complaint is not rectified within 24 hours in urban area/48 hours in rural area, the complainant consumer may lodge the complaint either in writing in Form-II or on telephone to S.D.O., who would take immediate action for the restoration of supply.

vi) S.D.O. shall investigate the reasons for delay in attending to the complaint beyond the stipulated period, with a view to fix the responsibility, and submit his investigation report in Form-VIIIA to the Sr. Executive Engineer, within 30 days of lodging the complaint, by associating the complainant consumer in the investigation.

vii) S.D.O./Sr. Ex. Engineer shall suo moto maintain the compliance of the procedure and the guaranteed standard in respect of Main Fuse Failure/Supply Interruption.

The procedure for lodging the complaint is indicated in Table 5.1 below:

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