INVC,,
Haryana,,
The new computer based Consumer Grievance Redressal System (CGRS), launched by the Dakshin Haryana Bijli Vitran Nigam (DHBVN) is becoming popular among electricity consumers. During last two months, the Nigam has received over 276 complaints regarding power supply, meter reading and fault in meters out of which 243 have so far been resolved.
While stating this here today, a spokesman of DHBVN said that the system was launched by the Nigam on March 11 last to provide its consumers an easy and systematic method of registering complaints and tracking their redressal. As many as 62 of the complaints, which could not be resolved by the field officers, were referred to the senior officers out of which 26 had been resolved and rest 36 were in process of redressal. Eleven complaints reached the level of the Managing Director of the Nigam.
He said that the new CGR system provides interfaces to web and walk-in-with-paper-form. The system is transparent as facility of online tracking is provided. The complainant consumer would be assigned a computer generated request ID and he can track the complaint until it is resolved. The new system would be helpful for officials also, particularly in knowing the reason of recurring of problems in particular area and planning for preventing the same.
In case any consumer does not have computer or internet facility, he can avail the facility by visiting office of any sub-divisional officer (Operations) of DHBVN free of cost. If any consumer does not know how to use computer, he will be assisted by DHBVN’s employee in SDO’s office in making his complaint online. As such this system would also serve as web based complaint register in DHBVN as it is operational through any of the office of DHBVN nearest to the customer.
The spokesman said that the web based CGR application is accessible through any internet browser. It can be started by opening any browser and typing URL http:/www.dhbvn.com, its home page would be displayed in the Consumer Section by just clicking the mouse on the link “Consumer Grievance Redressal System”. There are sections for grievance registration, grievance tracking and log in for officers. With the clicking on the link “Register Your Grievance Online”, the system would redirect the complainant to the grievance registration page, which is to be filled by him giving details of complaint and the complainant and the submit grievance button is required to be clicked. With the clicking on submit grievance button, acknowledgement would appear giving details of the grievance and unique number of the grievance. The number then can be used by the consumer to track his grievance.
He said that for online tracking, the complainant would enter the grievance tracking section at home page. The other way to track the grievance is by giving a call to the telephone number given on the web site. The system gives the provision to update the grievance any time before it is resolved, which is possible by going in other options in the tracking system.
He said that the system has the provision for the officers to login and check the grievances that have been assigned to them. The complaints are to be redressed in a time bound manner. To make grievance redressal system more effective and fast, the system will provide a mechanism by which the grievances would get escalated to the next official higher in the hierarchy after a specific time. Each grievance will have set number of days in which the grievance needed to be redressed failing which the grievance will escalate to the immediate senior of the officer. The next officer will also get the predefined number of days for redressal of the grievance failing which the grievance would up the hierarchy. Eventually, in the end,
