C9

HIMACHAL PRADESH STATE ELECTRICITY BOARD

ii) Where none of the above is possible or the problem is beyond the control of the J.E. in charge, he shall report the matter to his S.D.O. within 7 days of the date of complaint giving the reasons for not being able to solve the problem at his level, and if it requires augmentation of the system.

iii) S.D.O. will study the report of J.E. and explore the possibility of connecting the affected system through alternative transformer/feeders through other sections, relocation of transformer etc. and submit the report to the Sr. Executive Engineer.

iv) The Sr. Executive Engineer will examine the matter at his level with reference to the working programme, budget and overall priorities.

v) A substantive reply to the complainant consumer then shall be furnished within the stipulated period reckoned from the date of his complaint. The reply must discuss whether the complaint has been removed or shall be removed giving time frame and the availability of material and funds etc.

vi) Where the reply is not sent within the stipulated period the matter shall be investigated by the S.E., with a view to fix the responsibility, and submit his report to the C.E. in Form-VIIIB, by associating the consumer in investigation within 60 days of lodging the complaint.

vii) The S.D.O./Sr. Executive Engineer/S.E. suo moto shall monitor the compliance with regard to the guaranteed standards in voltage complaints and the cases of delay in sending substantive replies to the complainant consumer.

The procedure for lodging the complaint is indicated in Table 5.2 below:-

TABLE: 5.2

Sr.No.

(1)

Nature of complaint

(2)

Where to lodge complaint

(3)

Officer responsible to attend

(4)

Next higher level for complaint & Reply to complainant

(5)

Low/High voltage not requiring system augmentation

Complaint Centre

Junior Engineer

Sub-Divisional Officer

Low Voltage requiring system augmentation

Sub-Division

S.D.O.

Sr. Executive Engineer

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