BSES Bhawan, Nehru Place, New Delhi – 110019.    Phone - 39999999

New Delhi, August 2, 2005:

PRESS RELEASE

BSES presents 12-point Action Plan to Chief Minister

Regaining consumer confidence top priority

A 12-point "Action Plan" to regain consumer confidence was presented to the Chief Minister, Smt. Sheila Dikshit, by the BSES Director and CEO, Mr Rakesh Aggarwal, in a review meeting today. The meeting, convened by the Chief Minister, was attended amongst others by Mr Haroon Yusuf, Minister for Power, Chief Secretary, Mr S Reghunathan, and DTL Chairman, Mr Arun Goel.

In the meeting, Mr Aggarwal, provided detailed information about the positive steps initiated by BSES to regain consumer confidence, to redress their grievances and also to educate the consumers about the functioning of both BYPL and BRPL. Mr Aggarwal said that many of these positive steps have already been initiated and senior officers of the discoms were monitoring their implementation on a daily basis. He told the Chief Minister that the Consumer Day, held on every Saturday since 16 July 2005 at all the 33 Division Offices, have seen the on-the-spot resolution of over 2700 grievances.

The Chief Minister, who is personally monitoring the power scenario in the state, said that discoms should work in a manner that there is no scope left for the consumers to complain. She emphasised that all grievances of the consumers should be resolved within a given time frame.

Amongst the action taken by BSES to boost customer confidence and to offer consumers faster redressal of their greviances, the company has announced the following:

1.          Appointment of   Chief Operating Oficers: Sh. Y P Mehra for BSES Yamuna Power Limited and Sh. V K Khullar for BSES Rajdhani Power Limited.

2.          Personal Relation Officers (PROs) have been appointed for all the 33 divisions to assist and guide consumers. These PROs will additionally interact with MLAs, RWAs and other VIPs of the areas to have closer interaction with these public representatives and will provide feedback to the Head Office so that necessary assistance is provided to solve problems at the earliest.

3.          Assistant Managers have been deployed at all the 106 complaint centres who shall be the main contact point for that area for any supply related complaints.

4.          Meter replacement has been suspended with immediate effect. Henceforth defective meters shall be replaced after testing with a choice given to consumers’ for buying their own meters.   A series of advertisement to this effect are being issued.

5.          Consumers will be made aware of how to calculate their own consumption. Advertisements to this effect are being issued.

6.          Website has been launched with a feature that the consumers can get all his bill details, payment details and specification of the meters & vendors. Consumers can lodge their complaints and can get duplicate bill also on the website.  

7.          IVRS system has been launched. All customers that have loads in excess of 10 KW can call the   24 x 7 helpline number: 399 99555 for information regarding bill details,   new connection application, load change etc.

8.          “Consumer Day” is being organized on every Saturday in each of the 33 divisions in the discom’s area wherein senior officials from corporate office are deployed to ensure on the spot resolution of problem.

9.          “Poorna Samadhan”, a scheme in which a day is dedicated in each division wherein General Managers and CEO shall be present in the division to ensure resolution to the entire satisfaction of the consumers is done on the spot.   This is planned to be launched from next fortnight.

10. The Breakdown teams have been strengthened and are being controlled on 24 hours basis at two levels i.e. Circle Control level and Central Control level to ensure immediate resolution in restoration of power supply.   A proper feedback is being generated to convey to the consumers.

11. A card indicating all the relevant numbers of a particular area are being developed and shall be distributed through our own division office, MLAs, RWAs and other dignitaries in the area so that the customers   have handy information for redressal of their grievances.

12. A training module being organized in association with NIS Sparta for all employees that are in contact with consumers to facilitate easier and faster resolution of grievances so that customer satisfaction is ensured

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

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