MLAs and MPs to join in consumer redress drive

Staff Reporter

BSES open house session for on-the-spot resolution

The grievance redress mechanism “Aapke Dwar” will now be extended to all days

‘BSES to collect consumer complaints from the office of each MP and MLA’

NEW DELHI: The faith that consumers repose in the area Member of Parliament or the local Member of the Legislative Assembly has prompted power distribution company BSES to involve these elected representatives in its grievance redress mechanism.

The grievance redress mechanism “Aapke Dwar” will now be extended to all days of the month till September 2008.

Referring to the initiative that is an open house interactive session for on-the-spot resolution of consumer grievances, BRPL Chief Executive Officer Arun Kanchan said: “From June 1 our Aapke Dwar initiative will be organised on all working days in all our 33 divisions (BRPL 19 and BYPL 14).”

The discom has elicited the participation of the MPs and MLAs in the drive that will continue till September 30. 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 MPs/MLAs 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 consumer and the elected representative.”

“ If for some reason, the grievance cannot be resolved at the division office within the stipulated timeframe, it would then be forwarded to the BRPL and BYPL head offices at Nehru Place and Karkardooma respectively and resolved in three days and the feedback given”.

Also, to monitor the progress and effectiveness of this daily complaints redress mechanism, senior BSES officials from the division office would be in touch with the area MLA/MP.

“It has been observed that some consumers, especially those belonging to the economically weaker sections, still continue to route their grievances through their area MP or MLA rather than approaching the discoms’ consumer redress mechanisms. This initiative has been designed to provide quicker relief to such customers,” said a BSES official.

According to a BSES spokesperson, “BSES discoms already have a well defined and an effective grievance redress mechanism and the new “Aapke Dwar” initiative is an additional facility to existing mechanism including a 24x7 IVRS based call centre numbers, 33 customer care centres, consumer days on the first and the third Saturday of the month and weekly interactions with the residents’ welfare association representatives”.

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