UHBVN : Complaint Handling Procedure Haryana
Organization : Uttar Haryana Bijli Vitran Nigam Ltd
Facility : Complaint Handling Procedure
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Complaint Handling Procedure :
Relating To Distribution And Retail Supply : Pursuant to clause 21.2 of the Distribution and Retail Supply Licence, the HVPNL (herein after referred to as Licensee) hereby lays down the following Complaint Handling Procedure relating to Distribution and Retail Supply.
Nature of complaints
The consumer Complaints are categorized under the following eight broad heads :
** Interruption/failure of power supply
** Voltage variation
** Scheduled outage / Load shedding
** Metering
** Billing
** Disconnection / Reconnection
** New connection/ Extension of load
** Miscellaneous
Procedure for Lodging of complaints :
** Complaints can be lodged in writing or on telephone with the complaint center or concerned SDO and should have the essential information as per Annexure-I.
** In the event of non-response or inadequate response by the Complaint Center or the SDO within the time period prescribed for various types of complaints
Where to lodge :
The names of the staff and their contact address/number(s) where consumers can lodge their complaints as also the name and contact address/telephone number of concerned XEN who should be approached in case of delay in the redressal of
complaint would be notified as under :
** By display/dissemination of the above information on the back of bills and/or separate handouts attached to the bills from time to time.
** By display of the above information on notice boards outside the offices of all SDO’s and XEN’s.
Time limits for redressal of complaints/resumption of service :
Interruption / failure of power supply :
** In the case of normal fuse-off calls requiring replacement of HT/LT fuses at the distribution transformer or fuses at the consumer premises
** In the case of line breakdowns the supply shall be restored within 8 hours of receiving the complaint in towns/cities and within 16 hours of receiving the complaint in rural areas.
** In the case of failure of distribution transformer, the supply shall be restored within 24 hours of receiving the complaint
** In case of major failure involving Power transformer, the normal supply shall be restored within 7 days. However, in such cases alternate arrangements to supply power to the affected areas would be made within 24 hours.
Voltage variation :
** In case the cause of problem is local, warranting no upgradation of the system, the complaint would be redressed within 4 hours of lodging in towns/cities and within 8 hours in rural areas.
** If the complaint regarding low voltages warrants upgradation of distribution lines, transformers or installation of capacitors, it would be rectified within 60 days.