Facing severe criticism from the state regulator for systemic failures, Dakshin Haryana Bijli Vitran Nigam (DHBVN) has rolled out a stringent Standard Operating Procedure (SOP) to overhaul its consumer complaint and litigation management system. The move is a direct response to sharp directives from the Haryana Electricity Regulatory Commission (HERC) in December 2025, which highlighted a pattern of negligence and delays.
HERC's Stern Rebuke Prompts Action
The HERC had pulled up the power distribution company for its "casual and negligent approach" towards consumer grievances and statutory compliance. The commission cited specific instances where DHBVN officers failed to appear for hearings, delayed the implementation of orders from Consumer Grievance Redressal Forums (CGRF), and poorly handled billing complaints. This mismanagement often led to unnecessary litigation and harassment of consumers.
To underscore the seriousness of the matter, HERC imposed a fine of Rs 25,000 on a Sub-Divisional Officer (SDO) for non-appearance. This action signaled a zero-tolerance policy towards such defaults, forcing the discom to initiate a major administrative reset.
Key Features of the New Grievance Redressal SOP
The newly issued SOP aims to plug the identified gaps with a technology-driven, time-bound framework. A senior discom official outlined the core changes:
All consumer grievances must now be registered exclusively on the CGRF IT platform, doing away with offline methods that caused delays and accountability loss. The system will automatically route complaints to the appropriate forum—divisional, circle, zonal, or corporate—based on the monetary value and nature of the issue.
The SOP standardizes strict timelines for every step:
- Parawise comments must be filed within 10 days.
- Hearings are to be scheduled within 30 days.
- Orders must be issued within 45 days.
Most critically, the implementation of any order passed by the CGRF or the electricity ombudsman must be completed within the statutory 21-day window. Daily-level responsibilities for this have been clearly assigned to SDOs, Executive Engineers (XENs), and Superintending Engineers (SEs).
Strict Litigation Management and Multi-Tier Monitoring
To curb avoidable legal battles, the SOP embeds rigorous litigation management protocols, reiterating instructions from the Advocate General's office. Officers are now mandated to:
- Engage legal counsel within 5 days of receiving a court notice.
- Ensure replies are filed by the first or second hearing.
- Personally attend court proceedings.
- Immediately communicate court directions to higher authorities.
A robust, multi-tier monitoring mechanism has also been established. This includes weekly reviews by XENs, fortnightly reviews at the SE level, monthly assessments by Chief Engineers, and quarterly reviews by Directors.
Consequences for Non-Compliance
The discom has made it clear that there will be serious consequences for delays or negligence. Errant officers will face:
- Disciplinary action under DHBVN regulations.
- Recovery of financial costs incurred due to their lapses.
- Potential proceedings under Section 142 of the Electricity Act.
These reforms are expected to significantly boost consumer satisfaction, reduce the discom's litigation burden, streamline internal processes, and shield the utility from financial and reputational harm. HERC will review the implementation progress in April 2026, making the coming months crucial for DHBVN to demonstrate tangible improvement.
