Noida Residents Voice Frustration Over New Power Complaint System
The Urban Restructuring Plan implemented by the Uttar Pradesh Power Corporation Limited has sparked significant criticism from Noida residents. Many argue that the revamped grievance redressal mechanism has complicated the resolution of routine electricity issues rather than simplifying them.
Centralized System Creates Fragmented Experience
Introduced in November of last year, the URP aimed to streamline complaint management through a centralized framework. This system features dedicated helpdesks alongside online and telephone complaint channels via the 1912 helpline. Previously, consumers could directly approach sub-divisional officers at local substations for various concerns including billing discrepancies, meter problems, load corrections, and matters related to high- and low-tension power lines.
Residents now report that the transition to issue-specific helpdesks has fragmented the complaint process. A single consumer with multiple issues must navigate between different counters located across various sectors. For instance, billing complaints must be addressed at the Sector 18 helpdesk, while applications for new electricity connections are processed exclusively at Sector 16.
Deepak Sharma, president of the Sector 105 Residents Welfare Association, explained: "If someone has two or three problems—such as billing errors, load correction needs, or meter issues—they are forced to visit separate offices. Previously, most of these matters could be efficiently resolved at the local substation itself."Increased Travel and Waiting Times Burden Consumers
The geographical dispersion of helpdesks has imposed additional time and financial costs on residents. Long waiting periods at these centers have become commonplace, leading some consumers to simply pay estimated bills generated over recent months rather than pursue corrections for known discrepancies.
KK Jain, secretary general of the Federation of Noida RWAs, told TOI: "The shift from the old system managed by a single SDO to this new process with multiple helpdesks has confused many residents. We have formally requested the electricity department to conduct awareness meetings with RWA members to properly educate people about the new procedures."
Officials Respond with Expansion Plans
Acknowledging these difficulties, Paschimanchal Vidyut Vitran Nigam Limited has announced plans to open two new billing offices in Jewar and Dadri. Currently, residents from these areas must travel over 40 kilometers to the centralized billing office in Sector 18 for bill corrections or to Sector 16 for new connections.
This expansion aims to alleviate pressure on existing facilities, especially given that over 10,000 billing-related complaints are reported monthly across the district, fueling widespread consumer frustration.
SK Jain, chief engineer of the Noida power department at PVVNL, stated: "Additional helpdesks will soon be established in Jewar, Dankaur, and Dadri, increasing the total number from seven to eleven. These centers will handle both billing and new connection complaints. We also encourage consumers to utilize the 1912 customer care number, as the complaint escalation system ensures time-bound and monitored resolution."
He further defended the new framework, noting: "Any new system faces initial challenges. However, this structure is fundamentally more transparent and accountable. Consumers will ultimately benefit in the long run from these improvements."
Current Infrastructure and Coverage
The eleven URP helpdesks have been strategically positioned at 33/11 kV substations across key locations including:
- Sectors 25, 20, 62 C-Block, 18, 16A, and 150
- Dhoom Manikpur, Itehra, Dadri, and Jahangirpur
This network serves approximately 4.5 lakh consumers in Noida. Meanwhile, fifteen similar helpdesks have been established in Ghaziabad, covering areas such as Kamla Nehru Nagar, Nehru Nagar, Lal Kuan, and Pratap Vihar.
