*Energy Minister Anil Vij Conducts Surprise Inspection of Discom Call Centre, Reviews Consumer Grievance Redressal System*

*Officials directed to ensure prompt resolution of every complaint on 1912 helpline – Anil Vij*

*Instructions issued to resolve complaints within 2 hours in urban areas and 4 hours in rural areas – Vij*

*24x7 call centre system actively working to provide relief to electricity consumers – Anil Vij*

*Energy Minister takes immediate cognizance of complaints from Morni and Rohtak, issues strict directions to officials*

Chandigarh, May 27 – Haryana Energy Minister Sh. Anil Vij today conducted a surprise inspection of the Uttar Haryana Bijli Vitran Nigam (UHBVN) Call Centre located in Panchkula and reviewed the system for resolving electricity consumers’ complaints. During the inspection, he closely examined the complaint calls being received at the centre, the grievance redressal mechanism, and the response being provided to consumers. He also interacted with the employees present there and took detailed feedback regarding the functioning of the call centre.

Speaking to media persons after the inspection, Energy Minister Sh. Anil Vij said that both Uttar Haryana Bijli Vitran Nigam and Dakshin Haryana Bijli Vitran Nigam have established dedicated 1912 call centres to ensure prompt redressal of consumers’ electricity-related complaints. He appealed to consumers to register their complaints through the 1912 helpline instead of directly calling employees, so that complaints can be monitored transparently and any inconvenience or dispute between consumers and employees can be avoided.

Sh. Vij informed that around 250 employees are working round-the-clock at the Panchkula call centre to attend electricity-related complaints. He said that he personally visited the centre to verify whether complaints are being resolved effectively within the prescribed timeline. During the inspection, he directly spoke to several consumers over the phone to assess the status of complaint resolution. While some consumers expressed satisfaction over the response received, a few highlighted delays, upon which the Minister immediately directed officials to take corrective measures.

The Energy Minister stated that clear instructions have been issued to departmental officials to ensure resolution of electricity-related complaints within a maximum of two hours in urban areas and four hours in rural areas. He informed that around 2,500 complaints were received at the call centre today, out of which nearly half had already been resolved, while work on the remaining complaints was progressing rapidly.

Referring to a complaint from Morni, Sh. Vij said that electricity supply in the area had remained disrupted since the previous day. He immediately contacted the concerned Superintending Engineer and directed that staff be sent to the site without delay to restore power supply at the earliest. Similarly, after receiving reports of a large number of complaints from Rohtak, he instructed officials there to ensure speedy resolution of grievances.

Sh. Vij further said that he himself registered a complaint through his mobile phone to test the functioning of the call centre system. He added that if required, additional manpower would also be deployed at the call centre to ensure faster and more effective redressal of consumers’ complaints.

During the surprise inspection, the Energy Minister directed officials to ensure that electricity consumers do not face any inconvenience and warned that accountability would be fixed against officers or employees found negligent in resolving complaints. He reiterated that the Haryana Government is fully committed to providing better, transparent and accountable power services to consumers across the state.