Will compensate consumers if complaints are not resolved within a stipulated time frame
Bangalore Electricity Supply Company (Bescom) is embracing accountability by offering to compensate consumers if it fails to resolve complaints within a stipulated time frame.
The compensation ranges from Rs. 50 to Rs. 200 depending on the nature of the complaint. The time frame ranges from 24 hours in urban centres to 72 in rural areas.
According to N. Jayanti, general manager, customer relations, the provision has been incorporated in new regulations issued by the Karnataka Electricity Regulatory Commission (KERC) on standards of performance. These provisions came into effect on June 10 this year when the regulations were gazetted.
“We wanted to make the system accountable to consumers,” Ms. Jayanti explained.
Over 64 lakh domestic and eight lakh commercial consumers in three operating zones covering Bangalore Urban, Bangalore Rural, Tumkur, Kolar, Ramnagaram, Chikaballapur, Davangere and Chitradurga districts would benefit.
Ms. Jayanti told The Hindu, “Consumers have to call helpline number (080-22873333) to register a complaint. They would be provided a docket number. If the Assistant Executive Engineer (AEE) of the division concerned fails to rectify the complaint within a stipulated time frame, each affected consumer can claim Rs. 50 as compensation. If a consumer complains in writing, the authorities concerned have to provide a docket number.”
She pointed out that Bescom receives an average of 40 complaints every day with regard to transformers. Almost all are resolved in the stipulated time, she said. The question of compensation arises only in case Bescom fails to make alternative arrangements for power supply. “We are creating awareness in the farming community about this facility. They comprise a large number of our consumers. They depend on electricity for irrigation pump sets and for supply of drinking water in villages. The company has conducted six workshops in association with an NGO in rural areas and plans on some more,” she said.