Date:30/08/2004 URL: http://www.thehindu.com/2004/08/30/stories/2004083013330300.htm

Karnataka - Bangalore

Complaints: onus on BESCOM engineers

By Our Staff Reporter

BANGALORE, AUG. 29. If there is power breakdown in your area, don't worry. Bangalore Electricity Supply Company (BESCOM) engineers will now try their best to ensure that the supply is restored as soon as possible.

The reason is that BESCOM has said that its engineers will be held "personally responsible" for making sure that complaints of voltage variations, power breakdowns, payment of solatium in case of electrical accidents, and meter malfunctioning are attended to in the time set down by the energy regulator.

In an internal note last month, BESCOM has said that the Karnataka Electricity Regulatory Commission (KERC) has issued Regulations on Consumer Complaints Handling and Standards of Performance. According to the company, engineers who do not attend to such complaints in time will have to pay a penalty to the consumer. Besides, each sub-divisional office must now maintain records on the standards of performance "in a consumer-wise manner so that all consumers get fair treatment."

The BESCOM will not pay for negligence or non-compliance of directions on the standards of performance. The engineers will have to ensure that the regulations are implemented and followed "in letter and spirit." And if the engineers did not do so, consumers should be given the opportunity to lodge official complaints. The BESCOM official concerned will then have to record in writing the reasons for non-compliance.