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Aniruddha Basu, General Manager Operations (Commercial & Mains), CESC Limited

Initiatives taken vis-à-vis Standard of Performance

Inculcating Customer-Centric Focus
Appropriate Technology solutions

CESC strives to excel the norms set
CESC has achieved the following Standard of Performance vis-à-vis our position

AREA	STANDARD OF PERFORMANCE	OUR POSITION
New connection where distribution mains already exists	1 month	20 days
Extension of load: Accommodated from existing service Where extension/ augmentation of the feeding system is required	1 month LV/MV : 90 days HV:180day	15 days 60 days
Failure of Distribution Licensee’s fuse	3 hrs	1 ½ hrs
HT U/G cable fault	24 hrs	3.7 hrs
Replacement of burnt-out / faulty meters where supply is affected	24 hrs	12 hrs

Improvement in Power Supply Reliability
network improvement
major overhauling of fault prone distribution network
accelerating capacity addition to keep pace with the load growth
faster restoration of supply
Automation
70% growth in yearly addition in no. of transformers
Failure rate of distribution transformer is less than 2% per year
Restoration time is continuously improving.
Fault Management System – LT
Computerised 24 X 7 call centre for attending consumer complaints - 1912
All calls are docketed & routed to 10 RRCs
Deployment of repair teams round the clock
Fleet of 100 vans with wireless
Bill Delivery
Normal LT Bills – through private couriers
Notice LT Bills – through Postal Dept’s “Bill Mail Service”
HT Bills – through Postal Dept’s “Speed Post Service”
Important Public Body Bills – Personalized delivery (and payment collection)
Bill Payment Facility
36 cash offices located at convenient locations
Payment through cash/cheque/bank draft
Drop box at different locations
ECS, Internet payment options (Billjunction/ Billdesk)
Advance payment through CRES (Convenience Returns Security) with attractive return @ 9.5 % p.a.
Trials are on to install ATM machines for accepting payment
Complaint Handling System
Senior Officers upto Dy. General Managers are designated at all Regional Offices for prompt redressal of complaints
Contact details of relevant officers are printed on the bill
Most of the complaints are resolved through telephones
Computerised system to track all complaints
Suitable MIS for Sr. Officers to follow up
Statistical analysis on a regular basis to take course corrections
Prompt Consumer Grievance Redressal
Grievance Redressal Officers
     For Commercial matters – metering, billing, payments etc.
     For Supply matters – new connections, extensions, interruptions etc.
Central Grievance Redressal Officers
For Commercial & supply matters
Building up Consumer Awareness
Distribution of CDs & Cassettes containing evergreen songs interspersed with necessary guidelines on
         Salient features of Electricity Regulations / Standard of Performance
         Electrical safety
         Power consumption
Continuously Communicating with Customers
Banners & hoardings
    Slides at cinema halls
    Live programs in radio & television
    Mailers with monthly electricity bills
    Car Stickers
CESC Website: www.cesc.co.in
   Monthly bills can be seen in advance
   Forms can be downloaded
   Complaints/ queries can be made