Energy dept officials told to prioritise consumer service
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Patna: State energy department secretary and chairman-cum-managing director of Bihar State Power Holding Corporation Limited (BSPHCL), Manoj Kumar Singh, on Tuesday asked the officials concerned to treat consumer service as the highest priority.
He stressed the need for professional competence, promptness and accountability in all operations.
He was speaking at a review meeting attended by the managing directors of NBPDCL and SBPDCL, executive engineers and senior officials of both distribution companies (DISCOMs), convened to ensure uninterrupted and high-quality electricity supply during the summer and the upcoming monsoon season.
Singh asked executive engineers to complete all pre-monsoon maintenance work in a time-bound manner.
This includes inspections of 33/11 kV power lines, ensuring availability of essential materials, drainage systems in flood-prone power sub-stations, deployment of manpower, and vehicle readiness – all crucial to preventing supply disruptions during the monsoon.
He asked all regional fuse call centres be thoroughly reviewed for operational efficiency. "Every consumer call should be logged, addressed and verified," he said.
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Singh also ordered the installation of public information boards, the provision of dedicated Android phones for managing complaints, and ensured the availability of sufficient staff, materials and vehicles.
Highlighting the importance of swift redressal, he said that complaints received through the 1912 helpline, social media and other channels must be resolved promptly. Officers were told to directly communicate with consumers, listen to their concerns and provide effective solutions.
He also called for the organisation of billing-related grievance redressal camps at the block and panchayat levels.
Reviewing energy accounting and revenue performance, Singh ordered prioritisation of feeders with more than 20% technical or commercial losses for corrective action. He also directed the physical verification of non-communicating and disconnected meters with faulty meters to be replaced within one week. He stressed that there should be no undue delay in issuing new electricity connections.
Finally, Singh directed all DISCOMs to immediately prepare and implement a restoration standard operating procedure (SOP) to ensure swift and efficient power restoration during emergencies.
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