The Manager Director PEPCO has issued a notification as on dated 28.12.2018 to all Chief Executive Officers of all DISCOs that in order to create a healthier rapport and build an image of DISCOs amoung the general public, the resolution of grievances of the consumers at their door-step is very imperative. It has become utmost obligatory to give a message to the people that we are present near to their location to serve them as a facilitator while battling the menace of electricity theft against unscrupulous elements of the society.
It is, therefore, directed that all Manager Operation Circles will hold an "Open Kutchary" at division level along with concerned officers on every Saturday in the rotation in line with following SOP.
- Wide publicity of venue, date/day, time be ensured through local newspapers and announcement through loudspeakers of mosques.
- Local administration should be taken on board.
- XEN, SDO and RO along with the relevant staff of the area will be present fully prepared.
- Applications will be entered in a register for keeping a record.
- The following types of complaints will be resolved by Manager Operation Circles:
- Billing issues like correction of wrong/ over billing and allowing installments etc. on the spot.
- Replacement of defective meters and other electricity related complaints.
- Complaints against corruption.
- Any other complaint related to DISCOs.
- Powers should be exercised according to Book of Financial Powers approved by respective DISCOs BOD, on the spot by Manager Operation Circles and the cases beyond his powers be referred to DISCO HQ for their solution.
- This mechanism will work as a one window operation. If approval of DISCO HQ is required or further checking of the billing dispute is necessary, then the consumer will be given proper receipt duly signed by concerned Deputy Manager and time line for redressal of complaint should not more than one week. The consumer will not attend an office and the resolution of his problem/ reply of hs complaint will be delivered at complainant residence.
- a proper record will be maintained at Circle level and send to DISCOs HQ on weekly basis for compilation at Company level. The progress of "Open Kutchary" will be discussed in the performance review meeting.
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| Arrangement of Open Kutchary at Divisions Level |
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| Notification for Arrangement of Open Kutchary at Divisions Level |
