Transcript Consumer Assistance Cell for Electricity Consumer at Grassroots

কৃষিতে পাম্প
চালাতে সমসযা
হতে, ষিদুৎ থাকতে
না .....
ছেতল ছমতের
পড়াশুনা
.....
Presented by: Dr Keya Ghosh, CUTS Calcutta Resource Centre
Sl.No
2
Contents
1
Overall Objective
2
Geographical Coverage and Target Groups
3
Specific Objective
4
Structure of Implementation
2
Expected Outcomes
Form Consumer Assistance Cells (CONASC) at
the Group Electricity Supply Office (GESO) level
to improve and supplement the service delivery at
the grassroots with focus on improving the
Grievance Redressal system of the utility
3
It is a 18 months project to be
implemented in 9 districts of
West Bengal.
Funded by West Bengal State
Electricity Distribution
Company Limited
4
Both Rural and Urban consumers
&
Domestic and Agricultural consumers
5
1. Build consumer capacity on the rights & responsibilities
of electricity consumers
2. Educate consumers on the provisions laid down in
regulations regarding new & temporary connection
procedures, supply quality, consumer grievance redressal
mechanism, theft and energy conservation, etc
3. Organise interactive sessions involving consumers and
utility officials to help in a smoother communication
channel, better service delivery and hence higher
consumer
satisfaction
6
4. CONASC will assist consumers with –
•
•
•
•
•
•
Basic queries about electricity supply
Filling up forms for new & temporary connections
Information on relevant offices & officials, certified electricians,
wiring, safety issues, etc.
Understanding bills and different components & charges mentioned
in it
Complaint registration and required follow-up
Understanding the perils and disadvantages of power theft
5. Function as a platform for a two-way communication process, from the
7
grassroots consumers to the highest offices of WBSEDCL and vice
versa.
• WBSEDCL officials will gain a better understanding of the issues
at the grassroots
• consumers will have better understanding of the macro issues in
service delivery that faces the utility.
6. Act as pressure groups at the grassroots level towards
improving service delivery
7. Collation of critical issues to be taken up with local utility
offices all round the year
8. Maintain periodical data on complaints lodged, addressed,
unresolved and forward it/take it up with the Customer
Relationship Management (CRM) Cell of WBSEDCL
9. Operate a nodal assistance centre at CUTS’s office which
will take up critical issues identified at the Group
Electricity Supply Office (GESO) level with higher
officials at the headquarters
10.Build awareness and find solutions/mechanism to plug
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power theft by people’s participation
WBSEDCL-CUTS
5 GESO from each of 9 Districts
= 9 X 5 = 45 CCCO (GESO)
9 CONASC at 9 Districts
Recruitment &
Training of
CONASC staff
Awareness
generation
workshops/
events
(45 workshops
4500
participants)
Capacity Building
Workshops for
consumers
(45 workshops,
2250
Consumers)
Meetings with
Utility officials,
Consumers &
CONASC,
(225 meetings, 6750
Consumers,)
Quarterly Meeting with
WBSEDCL officials at
the headquarters
(4 meetings)
Assessment Survey
9
Final Report Submission
All year round
assistance to
consumers
through the
cells
Progress review
meeting at the
Circle Office
Level (every
two months: 6
meetings)
18 meetings
 Higher awareness and understanding amongst consumers
about their rights & responsibilities and also about supply side
bottlenecks faced by WBSEDCL
 A more regularised and efficient grievance redressal
machinery at the grassroots.
 Greater awareness and action on plugging of power theft
 Improved consumer interface for WBSEDCL and hence higher
consumer satisfaction
10
 A ready channel for two-way communication between
grassroots consumers & WBSEDCL.
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