Consumer Grievance Redressal Mechanism
The following steps have been initiated by the Company to redress the Consumer Grievances:
- A system of regular interaction meeting with consumer welfare association at Sub-division / Division is put in place
- Interaction meetings to redress the grievances of the consumers are regularly held with consumers' associations like Chamber of Commerce and Industries, Nagarika Vedike, Kolache Nivasigala Development Service Sangh, Karnataka Dalit Sangarsh Samiti and Farmer's welfare associations.
- Senior Officers of the rank of Executive Engineer(El.), are made available during the peak hours between 6.30PM to 7.30PM for proper monitoring of customer complaints and speedy redressal of complaints. Similarly, the services of AE/JE are spared at the service stations for attending to customer complaints. Special efforts are also being made to bring in an attitudinal change in field staff attending to the customer complaints. The Staff is advised to show courtesy, politeness and responsiveness while dealing with consumers.
- The Company has arranged Interaction Programme to redress consumer grievances by inviting complaints through leading News Papers and redress the same in co-ordination with Nagarika Vedike. Many complaints were redressed.
- The Company has introduced a mobile network by providing mobile phones to the rank of Asst. Executive Engineers(El) and above. This has facilitated the consumers to contact the concerned responsible officers any moment to get his grievance redressed.
- In all the Divisional Offices every first Saturday of the month the Consumer Complaints are being received and redressed.
- As per direction of the Govt. Of Karnataka, Vidut Salaha Samities have been Constituted for 10 No. of Assembly Constitutions for redressal of Consumers grievances and are functioning.
- As per the direction of KERC Consumers grievance redressal Forum has been constituted for the benefit of the HESCOM Consumers of Dharwad, Gadag, Haveri Karwar,Belguam,Bagalkot and Bijapur districts.The forum is headed by Chief Engineer Hubli Shri Uday Kumar as chairperson and other members are,
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Shri T.Shivligaiah Controller(I/a) and
Shri R.K.Rangrej President Gadag Vidyut Balkedarara Sangha,Gadag
- All Electricity Consumers of HESCOM can register their complaints with the forum within 30 days if not getting satisfactory redressal from the respective local designated Office for all their complaints except,
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a. Unauthorised usage of electricity as provided under Sec. 126 of IE Act 2003.
b. Offences and Penalty as provided under Sec 135 to 139 of IE Act 2003.
c. Accident in the Distridution Supply or usage of Electricity as provided under Sec 161 of IE Act 2003.
- The complaints can be registered in the prescribed application form with Shri Vishwanath Naik, Chief Engineer ( El)(I/c) Hubli Zone , P.B Road Navanagara HESCOM Hubli. through post or in person. Prescribed application for lodging the complaints are avalable with the designated Officers of HESCOM and also with Citizen Forum Hubli.
- If the Complaint is not satisfied with the " Order "of Forum in redressing their complaint , he can file an appleal with the "Ombudsman"appointed by the KERC within 30 days of the "Forum Order".
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a) Soujanya Counters have been opened in all the Sub division Head Quarters for redressal of consumer grievances.
b) Vidut Adalat are being conducted regularly in all the District Head Quarters under the Chairman ship of " The Deputy Commissioner "of the District for redressal of Consumer grievances.