New Delhi, October 27, 2006

Press Release

BSES takes customer care to the next level: launches “BSES Apke Dwar”

·        BYPL launches “BSES Apke Dwar”- an open house consumer program

·        Empowered team of senior BYPL officials led by the CEO to interact with RWA’s and residents

·        Provision for online and on the spot resolution of complaints

·        BSES wants residents – important stakeholders – to be partners in this initiative

·        First program organized for the residents of Mayur Vihar –I and 2

·        Program to run for a year

In order to provide world-class services, BRPL and BYPL have been continuously introducing innovative customer care initiatives. After successfully launching many unique facilities including payment of its bills at over 1000 locations, as also through SMS, Internet, Phone, Project Nikat, Mobile Customer Care vans, Dedicated Customer Care numbers, IVRS, BRPL and BYPL are now taking its customer care initiatives to the next level.

In a simple but an impressive function organized at Bal Bhawan Public School, Mayur Vihar-II, Shri R Krishnamurthy, Hon’ble Member DERC inaugurated the first “BSES Apke Dwar” – an open house consumer program, aimed at setting new standards in Customer Care. Those present on the occasion included Shri Brahmpal,  Shri Amrish Gautam, MLA’s; Smt Vidya Devi, Smt Praveen Massy, Shri Shyam Sunder Goel, Shri Anil Kumar Choudhary, Councilors, RWA representatives, senior government and BSES officials.

Complementing BSES for its initiative to reach its consumers at their doorsteps, Shri R Krishnamurthy said “BSES Aapke Dwar” should go a long way in addressing customer’s queries and for building a strong relationship of trust and confidence between the consumers and the company. I am sure this initiative would help minimize, if not eliminate, issues consumers have with the distribution company. ”

“BSES Apke Dwar is a worthy successor to Consumer Day, the hugely popular and successful program which saw thousands of customers’ queries getting resolved on the spot during 2004-5. Infact the program saw 82% of the complaints / queries getting resolved – on the spot” said a BYPL spokesperson.

“The government is not the only stakeholder in BSES - a public utility; even the RWA’s and residents are also stakeholders and equal partners in progress. Together we have to achieve new heights and this program is a step is that direction,” said Mr Arun Kanchan, CEO BYPL.

Under “BSES Apke Dwar” - an empowered team of senior BYPL officials, led by Shri Arun Kanchan will hold an interactive session with the RWA’ / residents of an area. The aim of the session – to be held twice in a month is five fold:

1. Facilitating the senior management get a first hand feedback
2. To encourage customers to give suggestions to bring about further improvement
3. On the spot Resolution of queries and grievances
4. Sharing of company’s initiatives, plans and constraints
5. Educating the customers about the menace of power theft and soliciting their support in theft reduction & energy conservation.

According to a BSES spokesperson “The year long program – to be held twice in a month at a designated spot will also have a provision for online registration of complaints / requests. For the purpose, a separate counter with internet-enabled computers with required software modules will be set-up to register complaints and grievances. Efforts of the empowered team will be to provide on the spot resolution,”

BSES, Delhi’s premier power distribution company, is committed to ensuring quality and reliable electricity supply to all its consumers.

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