Report of Indian Institute of Public Administration ... - Ministry of Power

Andhra Pradesh
• Improved customer care.
However, there is scope for further improvements as indicated below:
• Continuation of firm support from the Government for reform and
restructuring;
• Appointment of persons committed to reforms to the board of directors;
• Establishment of transparent and proper selection process for appointments
of the CMD and other board directors.
• Strengthening vigilance cells in the DISCOMs to take effective measures to
minimise electricity thefts. At present, the vigilance activity of all the four
DISCOMs is controlled and monitored through the Joint Managing Director
(Vigilance) of the transmission company. Decentralisation of this activity
will place more responsibility on the individual boards of managements and
foster competition to curb pilferages and thefts of energy. Personnel chosen
to serve in the Vigilance Cells should be of proven integrity.
• There is a general impression that the morale of the staff at consumer
interface point is low. The management should take effective measures to
address this issue.
1.3.7 Customer Satisfaction
Measures taken to improve customer service include:
• Fixing of consumer service standards by the Commission.
• Consumer grievance redressal procedures.
• Institutionalising the consumer’s grievance redressal mechanism by
creating consumer grievance redressal forums and the institution of
Ombudsman.
• Creation of consumer complaint cells at sub-division level for recording and
monitoring complaints.
As a result of the measures already taken, there is an improvement in the
customer care. However, further improvements can be achieved by fully and
effectively operationalising the consumer grievance redressal forums.
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