Minister inspects plaint redressal system at UHBVN call centre

Panchkula: Haryana energy minister Anil Vij conducted a surprise inspection of the Uttar Haryana Bijli Vitran Nigam (UHBVN) call centre in Panchkula and reviewed the complaint redressal system.He closely examined the process — from receipt of complaint calls to grievance redressal and responses provided to consumers. He also interacted with employees and took feedback on the functioning of the call centre.Speaking to media persons after the inspection, Vij said both Uttar Haryana Bijli Vitran Nigam and Dakshin Haryana Bijli Vitran Nigam have established dedicated 1912 call centres to ensure prompt redressal of electricity-related complaints.He urged consumers to register complaints through the 1912 helpline instead of calling employees directly, so grievances can be monitored transparently and any inconvenience or disputes between consumers and staff can be avoided.The minister said around 250 employees are working round-the-clock at the Panchkula call centre to handle electricity-related complaints.During the inspection, he spoke to several consumers over the phone to assess the status of complaint resolution. While some expressed satisfaction, a few highlighted delays, following which the minister directed officials to take corrective measures.Vij stated that officials have been instructed to ensure resolution of complaints within a maximum of two hours in urban areas and four hours in rural areas.On the day’s activities, he said around 2,500 complaints were received at the call centre, of which nearly half had been resolved, while work on the remaining was progressing rapidly.Referring to a complaint from Morni, Vij said electricity supply in the area had been disrupted since the previous day. He contacted the superintending engineer concerned and directed that a team be sent to the site to restore supply at the earliest.Vij added that he himself registered a complaint through his mobile phone to test the functioning of the call centre system.