Ranchi: The newly launched public grievance redressal centre and complaint hotline of state-run discom Jharkhand Bijli Vitaran Nigam Ltd (JBVNL) received 100 complaints within 24 hours of becoming operational, officials said.
Varied Complaints Received
“The complaints were varied, ranging from local power supply disruptions and billing discrepancies to specific infrastructure requests, such as converting overhead bare conductors to covered conductors,” Anup Prasad, senior manager and in-charge of the facility, said.
Immediate Resolution Rate
JBVNL was able to resolve nearly 30% of the complaints immediately after registration. Prasad said the final resolution rate would depend on the nature and technical complexity of each case, while simpler issues would continue to be addressed on the spot.
Centre and Helpline Inauguration
Notably, the centre was inaugurated at Kusai Colony in Doranda along with 9031110120, a dedicated number for registering complaints. The new helpline is functioning alongside JBVNL’s existing complaint numbers, which are still being handled from the utility’s headquarters in Dhurwa.
Consumer Options
Consumers can now choose to register complaints either over the phone or by visiting the centre in person.
Operational Details
The Kusai Colony centre is staffed by a senior manager, a manager and another team member, and is operating in two shifts from 6 am to 10 pm. Explaining the timing, Prasad said, “These long hours have been purposefully designed so that working professionals can conveniently log their complaints either before or after their office hours.” He added that the facility may eventually be upgraded into a 24/7 operations centre.
