New Delhi   

BSES consumers get the e-option

Staff Reporter

Plan to have a provision for online registration of complaints and requests

NEW DELHI: Taking its customer care programme to the next higher level, power distribution company BSES on Friday launched "BSES Apke Dwar" open house consumer programme under which an empowered team of senior BSES Yamuna Power Limited officials led by its Chief Executive Officer will interact with residents' welfare associations and individual residents and provide for online and on-the-spot resolution of complaints.

Stating that it wants residents, who are important stakeholders, to be partners in this initiative, BSES said the first programme had been organised for the residents of Mayur Vihar Phase I and Phase II and would run for a year. The programme will also have a provision for online registration of complaints and requests. A separate counter with Internet-enabled computers with required software modules will be set up to register complaints and grievances.

The programme was inaugurated by Delhi Electricity Regulatory Commission member R. Krishnamurthy at a function in Bal Bhawan Public School in Mayur Vihar Phase II. The DERC member said he hoped the initiative would go a long way in addressing customers' queries and build up a strong relationship of trust and confidence between the consumers and the company. "I am sure this initiative would help minimise, if not eliminate, issues consumers have with the distribution company," he said.

BSES Yamuna said Aapke Dwar is a worthy successor to Consumer Day, the hugely popular and successful programme that saw thousands of customers' queries getting resolved on the spot during 2004-05. In fact, the previous programme had seen 82 per cent of the complaints and queries being resolved instantly, a BYPL spokesperson said.

"The Government is not the only stakeholder in BSES -- a public utility; even the RWAs and residents are stakeholders and equal partners in progress. Together we have to achieve new heights and this programme is a step is that direction" is how BYPL CEO Arun Kanchan described the purpose of the initiative.

Under the programme, an empowered team of senior BYPL officials led by Mr. Kanchan will hold an interactive session with the RWAs and residents twice in the month. The objective will be to facilitate the senior management getting a first-hand feedback, encourage customers to give suggestions to bring about further improvement, provide on-the-spot resolution of queries and grievances, share company's initiatives, plans and constraints, and to educate the customers about the menace of power theft and solicit their support in theft reduction and energy conservation.

Printer friendly page  
Send this article to Friends by E-Mail

Stories in this Section

Sheila's move a face-saver
Congress legislators demand extended CLP meeting
A tribute to the maestro
From Khyber to Karachi
BSES consumers get the e-option
Set up fast-track courts to try terror cases: Shatrughan Sinha
It's a hunt for serious candidates in JNU
All-out arrangements for Chhat
BJP to stage protest against sealing drive
All set to soar high in the sky
Man held for fraud
Demand for rights of Dalit Christians
PSIs passing-out parade held
Lord's progress
Shashi Kapoor to inaugurate IFFI-2006
Top cop held on forgery charge
Around the City
Briefly
In the Capital Today
Spotlight on reforms

Copyright © 2006, The Hindu. Republication or redissemination of the contents of this screen are expressly prohibited without the written consent of The Hindu