Press Release
BSES and elected representatives (MPs & MLAs) to
work in tandem to resolve consumer issues
BSES Aap Ke Dwar will now be a Daily exercise across
all 33 Divisions
- BSES re-launches BSES Aapke Dwar to address needs of ensuing Summer and Monsoon
months
- Initiative to be organised on all
working days across all 33 divisions
- Initiative designed for customers,
particularly those belonging to the Economically Weaker Sections (EWS),
who continue to approach the local MLA/MP with their grievances
- Under the initiative, BSES would collect
‘numbered’ customer complaints from the office of MLAs/MPs in its licensed
area on all working days
- Complaints will be resoled within 3
working days and feedback given to the customer as well as the elected
representative
At BSES,
customer satisfaction has been a foremost priority. BSES discoms have been relentlessly
working towards strengthening their grievance redressal mechanisms and
introducing customer friendly measures.
Continuing with such confidence building measures,
BSES has decided to take its BSES Aapke Dwar initiative - an open house
interactive session, for on the spot, resolution of customer grievances - to
the next level during the ensuing Summer and Monsoon months.
Briefing the media, Shri Arun Kanchan, CEO BRPL said,
“From 1 June 2008, our Aapke Dwar initiative would be organised on all working
days in our 33 divisions (BRPL 19 and BYPL 14). This joint initiative with MLAs
and MPs would continue till 30 September 2008”.
Explaining the dynamics of this unique initiative, Mr
Kanchan said, “Under the new initiative, BSES has made arrangements to collect
electricity related consumer complaints from the office of each MP and MLA in
its licensed area. For the purposes, BSES is providing the MLAs / MPs office
with a customised complaint recording mechanism. The complaints after being
assigned a specific number will be forwarded to BSES’ respective Division
Office and resolved within three working days and feedback given to both the
customer and the elected representative. If for some reason, the grievance
cannot be resolved at the Division Office within the stipulated timeframe, the
same would then be forwarded to the BRPL’ and BYPL' respective Head Offices at
In addition, to monitor the progress and effectiveness
of this daily complaints redressal mechanism, senior BSES officials from the
Division Office will be in periodic touch with the area MLA/MP.
“It has been observed that some customers, especially
those belonging to the Economically Weaker Sections (EWS) still continue to route
their grievances through their local MLA / MP, rather than approaching the
discoms customer redressal mechanisms. This initiative has been designed to
provide quicker relief to such customers”, said a BSES official.
Moreover, BSES discoms are leaving no stone unturned
to ensure a comfortable Summer and Monsoon months for its customers. This
re-launch comes on the heels of BSES discoms making arrangements for over 600
MW of additional electricity, to ensure round-the-clock power for its
customers.
According to a BSES spokesperson, “BSES discoms
already have a well defined and an effective grievance redressal mechanism and
the new Aapke Dwar initiative is an additional facility to existing mechanism
including : 24 x 7 IVRS based Call Centre number/s, 33 Customer Care Centers,
Consumer Days on 1st and 3rd Saturdays and Weekly
interactions with the RWAs representatives”.
BSES, Delhi’s premier power distribution company, is
committed to ensuring quality and reliable electricity supply to all its
consumers.
__________________________________________________________________________________
For further
information please contact:
|
Prashant Dua |
Chandra P Kamat |
|
Corporate
Communications |
Corporate Communications |
|
39999870 /
9312007822 |
39999088/9350130304 |