Hescom sets out to bring accountability

Hubballi: The Hubli Electricity Supply Company Limited (Hescom) is redesigning its public grievances mechanism for the benefit of its consumers. The IT section of the Hescom is doing trials to strengthen the mechanism and working to launch a dedicated portal for the same.
SP Sakkari, director (technical) of Hescom, said grievances were left unattended for a long time."Considering this lapse, we have decided to enhance accountability among employees. We are strengthening the mechanisms so that any complaint filed by consumers is attended by the concerned case worker within the prescribed time, which is from 6-72 hours for different issues. If it remains unattended even after the prescribed time, it will go to assistant executive engineer (AEE). If the problem persists, it will reach the EE," he said, adding that it will then automatically go to DT and MD.
"When it reaches this level, every employee and official should give a proper reason for the delay and be ready to face disciplinary action. There is no option for subordinates after it reaches higher officers," he explained.
He added that mechanism may get finalized in the next 15 days. "Apart from this, our customer service centre will also be facilitated by 36 employees against the existing 7. As many as 12 people will work in shifts and the centre will work 24x7 on all days, including Sundays and holidays," he said.
He claimed that the complaint will be closed only after getting the satisfactory nod by the complainant.
Sources in the IT section said that a new software is being developed and trials are being done on the Hescom website. "We have received good response from consumers. One can file complaints on issues like power supply, meter faults, excess bill, transformers, power theft, security measures. If complainant gives his email ID or mobile phone number, the status of his complaint will be updated to him/her on daily basis. Consumers can also submit their grievances via Facebook, Twitter and email," said a source.
They added that a time-frame is set for different types of grievances as per guidance of Karnataka Electricity Regulation Commission.
A staff in the customer service centre stated that apart from this, Hescom has also opened another helpline 1912, which is not toll free. "Currently toll free number 18004251033 is working 24x7. If complaint is not related directly to Hescom, we will just receive it and forward it to concerned authority. However, for such complaints, we will not give complaint registration number," he added.