Anil Vij Conducts Unannounced Review of Electricity Call Centre in Panchkula

Anil Vij inspected the Uttar Haryana Bijli Vitran Nigam call centre to evaluate its complaint resolution process and direct improvements in service. Vij urged consumers to utilize the '1912' helpline for transparent complaint monitoring and reinforced strict timelines for resolving grievances in both urban and rural areas.

Anil Vij carried out a surprise evaluation of the Uttar Haryana Bijli Vitran Nigam call centre in Panchkula, assessing how electricity consumers' complaints are being handled. His visit focused on the call volume, grievance mechanisms, and timeliness of consumer responses.

Interacting with team members, Vij gathered input on the call centre's performance. He highlighted the establishment of dedicated facilities by both UHBVN and Dakshin Haryana Bijli Vitran Nigam to enhance complaint management. Vij encouraged the use of the '1912' helpline, ensuring transparency and reducing potential disputes.

Vij noted the presence of around 250 employees at the Panchkula centre dedicated to 24/7 service. Consumers' feedback varied; while some were content with service, others reported delays. Immediate corrective actions were ordered.

He mandated resolving urban complaints within two hours and rural ones within four. On Wednesday alone, approximately 2,500 complaints were handled, with significant progress in addressing them. Vij stressed accountability for negligence and instructed improvements to minimize inconvenience.