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Himachal Pradesh State Electricity Board Limited HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED MANUAL OF PRACTICES FOR HANDLING CONSUMERS’ COMPLAINTS NOTIFICATON No HPSEBL/CE-(Comm.)/SERC-34/2013- Dated: - In pursuance to Regulation 7 & 8 of the HPERC (Distribution Performance Standards) Regulation 2010, the HPSEB Ltd., issues the manual of practice for handling consumer complaints as under:- Short Title and commencement 1. This manual of practices may be called as H.P.S.E.B. Ltd., Manual of Practices for Handling Consumers’ Complaints 2013. 2. This will be applicable to the whole of the state of Himachal Pradesh concurrent with the jurisdiction for supply of electricity by HPSEBL. 3. This shall come into force from the date of issue/ publishing in H.P. Government Gazette Notification. A copy of this manual, both in English and Hindi version, is also available at every office of HPSEB Limited. This manual is also available for view and down load on HPSEBL website http://www.hpseb.com . In accordance with the provisions specified in the Regulation 7, the following information has been incorporated in this manual of practices for handling consumers’ complaints 2013:- a) channels of complaint registration – details of personnel, offices call centre(s); b) process of handling complaints; c) duties and obligations of the licensee - guaranteed standards of performance and minimum compensation details; d) any other information which may be affecting the consumers. In accordance with regulation 8 of Distribution Performance Standards 2010, the HPSEB Ltd. hereby adopts the following procedure with regard to handling complaints of the consumers:- 1 1.0 NATURE OF COMPLAINTS 1.1 Nature of Complaints received at complaint Centres/ Customer Care centre/ Section office/ Sub Divisions, under customer related services are categorized as below:- 1.1.1 Fuse off/ Fault calls 1.1.2 Overhead Line and Cable/ Under-ground cable breakdowns 1.1.3 Replacement of failed Distribution Transformers 1.1.4 Replacement of damaged service line/wire 1.1.5 Complaints about meter testing & checking for correctness of Meters 1.1.6 Consumers Defective/ Stopped/ Burnt Meter/ Metering equipment replacement 1.1.7 Shifting of meters/ service lines 1.1.8 Period of Scheduled outages 1.1.9 Voltage problems 1.1.10 Change in contract demand 1.1.11 Complaints about consumer bills 1.1.12 Transfer of Ownership and change of category 1.1.13 Power Availability Certificate 1.1.14 Temporary supply of Power 1.1.15 Regular & Special Appointments 2.0 CHANNELS FOR LODGING OF COMPLAINTS 2.1 There shall be following channels for lodging of complaints: 2.1.1 Through toll free number at Centralized Call Centre (CCC), 2.1.2 At HPSEBL’s website http://www.hpseb.com under Tab ‘Consumers on Web’, 2.1.3 Manual either at Section offices/ Customer Care Centres or Manually/ telephonically at respective Sub-Division offices 2.1.4 Through short code SMS facility at CCC level (FY – 2014-15 onwards) 2.1.5 E-Samadhan 2.1.6 Dispute settlement Committees set up by HPSEB Ltd. 2.1.7 Forum for Redressal of Grievances of Consumers established under Electricity Act 2003 2.1.8 Bijlee Adalats 2.2 Centralized Call Centre (CCC): A 12 (twelve) seated Centralized Call Centre (CCC) with toll free number 18001808060 (with 30 incoming lines for) has already been established by HPSEB Limited and is available on 24x7 basis. The complaints/ grievances can be registered on toll free number through following mechanism: 2.2.1 At CCC, the complaints/ grievances will be first handled through Interactive Voice Response System (IVRS) and in case consumer enters the correct details like his ‘K No.’ and nature of complaint based on the 2 voice guidance system (IVRS), the call shall be registered and shown in the panel of call Centre agents at CCC. A Unique Complaint Number (UCN) shall be communicated back to consumer by IVRS for future reference. The call shall then be automatically transferred to respective Sub-Division. The call shall be simultaneously displayed at respective Sub- Division and disposed off on rectification by maintenance staff at their level. 2.2.2 In case consumer does not have ‘K No.’ handy or consumer wishes to communicate directly with call Centre agents to register his complaint/ grievance, then on pressing the appropriate choice (As per call flow given in a-1 below), the call shall be transferred to call Centre agents. They will enter the details based on input from consumers and the complaints/ grievances shall be registered. A Unique Complaint Number (UCN) shall be communicated back to consumer by call Centre agents. The complaint/ grievance shall be transferred to respective Sub-Division by call Centre agents. 2.2.3 For consumers falling under Sub-Divisions which are not connected with Centralized Call & Data Centre, the complaints/ grievances shall be registered by call Centre agents and transferred to respective Sub- Divisions telephonically. On rectification, the status shall be communicated back to consumer by call Centre agents. As and when the Sub-Divisions are online, the system of registration of complaints/ grievances and further transfer to respective Sub-Division shall be automatic. 2.2.4 Consumers can also get information at toll free number through IVRS regarding their current bill amount and due date or latest payment made by them and date on which payment was made. Consumers can also get the same information directly from call Centre agents. 2.2.5 The brief architecture of the IVRS mechanism for registration of complaints/ grievances on toll free number 18001808060 at central level is detailed below: 3 4 2.3 HPSEBL’s website http://www.hpseb.com : Consumers can also register their complaints through HPSEBL’s website. There is separate “Consumer on web” tab and consumers can register once by providing their details. On logging in, they will be able to see their current bill, all previous as well as current payments, and technical details. They can also register complaints through website. The complaints registered through website are also queued up in the CRM module at CCC and respective Sub-Division in different color code. 2.4 Manual Procedure: The consumer complaints can be lodged during working hours either in writing or on telephone (charge basis) as below:- 2.4.1 Complaints under manual process, either in writing or through telephone (charge basis) can be lodged by the consumers at complaint numbers displayed at complaint Centres during normal working hours as per detail given below. The timings for registration of complaints shall be as given below: Sr. No. Area Office Timing 2.4.1.1 For the complaints categorized as Section office Between 9:00 AM Fuse off/ Fault calls, Overhead to 5:00 PM only Line and Cable/ Under-ground where single shift cable break downs & Replacement exists & 7:00 AM of damaged service line/wire to 9:00 PM where category - Urban, rural & Remote double shift exist areas (as notified by tariff order) 2.4.1.2 For all categories - Urban, rural & Sub-Division Between 10:00 Remote areas complaints office AM to 4:45 PM only Div./Circle/C.E. Between 10.00 Offices AM to 4.00 PM 2.4.2 The complaints so received at Sub Division offices mentioned above shall be transferred to respective distribution area (section) by 5:00 PM on same day positively. 5 2.4.3 Consumers can also lodge complaints at respective section offices either in writing or telephonically where ever phones are available. 2.4.4 Complaints in respect of other problems shall be lodged by the consumers in the respective Sub-Division Office/ Division Office/ Circle Office/ C.E.’s Office as detailed here in after. 2.4.5 In the rural areas, the registered complaints shall be transferred to ‘beat Centres’/ sections for further rectification. The Complaint Centres in the rural areas are manned during the day shift only, i.e. between 09:00 Hours to 17:00 Hours. 2.4.6 Where ever in urban areas, double shift duty exists for redressal of consumer complaints, the complaints will be registered between 07.00hrs to 21.00hrs The toll free number and complaint telephone number (if any) and contact details of the concerned area officers/ officials shall be displayed at each Complaint Centres and is also annexed in Appendix-C. 2.5 The complaints/ grievances of following categories shall be registered only in Sub-Divisions or at higher offices:- 2.5.1 Damaged & Failed Distribution Transformers, 2.5.2 Replacement of damaged service line/wire, 2.5.3 Complaints about meter testing & checking for correctness of Meters, 2.5.4 Consumers Defective/ Stopped/ Burnt Meter/ metering equipment replacement, 2.5.5 Shifting of meters/ service lines, 2.5.6 Period of Scheduled outages, 2.5.7 Voltage problems, 2.5.8 Change in contract demand, 2.5.9 Complaints about consumer bills, New Connections/ additional load, 2.5.10 Transfer of Ownership and change of category, 2.5.11 Disconnection/ Re-connection of supply, 2.5.12 Power Availability Certificate, 2.5.13 Temporary supply of Power, and; 2.5.14 Regular & Special Appointments 2.6. e-samadhan e-Samadhan Portal has been established by H. P. Govt. with a provision to enter the grievances/demands on the web portal by the public and online monitoring/redressal of these grievances/demands HPSEB Ltd has also been got registered under Online e-Samadhan for redressal of public grievances/ 6 demands. User ID’s & Password of all concerned in operation wings as well as in management have been created and conveyed for day to day monitoring/ redressal of grievances/ demands entered by general public/consumers on e- Samadhan Portal of HP Govt.
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