Energy Minister Pradyuman Singh Tomar has informed that standard perating procedure has been implemented for the maintenance of power lines and equipment. Earlier maintenance of lines and equipment was done twice a year, which has now been made a continuous process. In this, different equipment and lines are being maintained throughout the year. Due to this technical disruptions have reduced. A special module has been created to review this process.
Apart from infrastructure development for quality power supply to the consumers, standard operating procedure has been prescribed for regular maintenance to reduce power disruption.
Grievances of electricity consumers are being resolved over telephone from junior engineer to principal secretary level and also by the Energy Minister himself and feedback on the department’s functioning is being taken. Prompt action is being taken while taking cognizance of complaints received from newspapers and social media.
Centralized call centers have been strengthened for speedy redressal of complaints related to electricity supply in urban and rural areas. All the 48.45 lakh complaints received during the period April, 2020 to September, 2021 have been resolved. The average time taken for redressal of complaints, which was one hour 31 minutes last year, has been reduced to one hour and 16 minutes.
After resolving the complaints, feedback was obtained by contacting 13.95 lakh consumers under the feedback system for consumer satisfaction. The average consumer satisfaction percentage was found to be 98.67 percent. Efforts are being made to solve the problems of the dissatisfied consumers by making personal contact with the field officials.
During the period between April, 2020 and September, 2021, 53 thousand 830 complaints have been resolved on the spot at distribution center/zone wise total 7556 camps organized for the redressal of complaints related to wrong bills of consumers.
Arrangement of meter reading of all non-agricultural consumers with connected load of more than 10 KW has been made through AMR or MRI without manual intervention. This will enable flawless readings and accurate billing of such consumers. Efforts are being made to eliminate the billing being done on the basis of estimated consumption in all district headquarters. Route map of meter readers is being prepared so as to redress the complaints of erroneous billing. This will ensure perfect meter reading and billing by swapping meter readers every 3 months.