Haryana Energy Minister Anil Vij conducted a surprise inspection of Uttar Haryana Bijli Vitran Nigam (UHBVN) call centre in Panchkula today and reviewed the system for resolving consumer electricity complaints.
During the visit, he examined the complaint calls received at the centre, the grievance redressal mechanism, and the responses given to consumers. He also interacted with employees and took detailed feedback on the call centre’s functioning.
Referring to a complaint from Morni, Vij said the area’s electricity supply had been disrupted since Monday. He immediately contacted the Superintending Engineer concerned and directed that staff be sent to the site without delay to restore power. After receiving several complaints from Rohtak, he also instructed officials there to ensure the speedy resolution of grievances.
Vij said he personally registered a complaint through his mobile phone to test the call centre’s system.
During the inspection, he warned that officers or employees found negligent in resolving complaints would be held accountable.
Vij said both Uttar Haryana Bijli Vitran Nigam and Dakshin Haryana Bijli Vitran Nigam have set up dedicated call centres with the 1912 helpline to ensure prompt redressal of electricity-related complaints. He appealed to consumers to register complaints through 1912 instead of calling employees directly, so that complaints can be monitored transparently and disputes or inconvenience between consumers and employees can be avoided.
About 250 employees work round-the-clock at the Panchkula call centre to handle electricity-related complaints. During the inspection, Vij spoke directly to several consumers over the phone to check the status of complaint resolution.
The minister said electricity-related complaints should be resolved within a maximum of two hours in urban areas and four hours in rural areas.
Around 2,500 complaints were received at the call centre today. Nearly half had already been resolved, while work on the remaining complaints was progressing rapidly.
