Summer Training Project Report

On

Studying customer grievances handling with respect

to BSES Yamuna Private Limited

Submitted in partial fulfillment of the requirements

For the award of

Master of Business Administration (MBA)

To

Institute of Information Technology and Management

(Affiliated to Guru Gobind Singh Indraprastha University, Delhi)

Guide:

Submitted by:
Mr. Aman Aggarwal
Roll No.:02313703913

Dr. Rama Srivastav

Batch (2013 2015)

Certificate
I, Mr. AMAN AGGARWAL , Roll No.02313703913 certify that the Summer Training
Report(MS201) entitled Studying customer grievances handling with respect To
BSES Yamuna Private Limited is done by me and it is an authentic work carried out
by me at BSES Yamuna Private Limited . The matter embodied in this report has not
been submitted earlier for the award of any degree or diploma to the best of my
knowledge and belief.

Signature of the Student

Date:
It has been certified that the summer training report (MS-102) entitled Studying
customer grievances handling with respect To BSES Yamuna Private Limited is
done by Mr. AMAN AGGARWAL, Roll NO. 02313703913 is completed under my
guidance.

Countersigned Designation:
Signature of the Guide:
Date:
Name of the Guide:
Dr. Rama Srivastav
Address:
INTITUTE OF INFORMATION
TECHNOLOGY AND MANAGEMENT

ACKNOWLEDGEMENT
I would like to like to express my heart- felt gratitude towards BSES Yamuna Private
Limited OFFICE, LAXMI NAGAR and Mr. DHIRENDER KUMAR (AREA
MANAGER) for providing me the opportunity to do my project in this esteem
organization. I submit my project with a sense of gratitude and thankfulness. I am
thankful to Dr. RAMA SRIVASTAV (MY PROJECT GUIDE) for guiding me at every
step. Without her unfailing guidance this project would not have been possible.
I thank to everyone directly connected my study.

Aman Aggarwal

EXECUTIVE SUMMARY
This project entitled A study on customer Grievance Handling with repest to BSES
Yamuna Pvt. Ltd. is done to understand the grievance handling procedure followed by
BSES Yamuna Pvt.Ltd. to resolve consumer grievance. The primary objective of this
study was to find the effectiveness of grievance procedure of the company. The secondary
objective of this study was to identify the awareness level of the employees about the
grievance handling mechanism of the company and to know the level of satisfaction
towards the grievance handling procedure of the company.

The project report is divided among 4 chapters in which chapter 1 consist of Companys
Mission & Vision, Organizational Structure, etc, Chapter 2 Consist of SWOT Analysis of
company, Chapter 3 consist of Detailed Job Specific Analysis, Chapter 4 consist of
summary & learnings.

From the findings of this study, it is concluded that Grievance Handling Procedure
followed by the company was effective and satisfactory and suggestions are given for the
further improvement of the procedure so that all consumers can be highly satisfied.

Chapter 1
1.1 Company Overview
Following the privatization of Delhis power sector and unbundling of the Delhi
Vidyut Board in July 2002, the business of power distribution was transferred to
BSES Yamuna Power Limited (BYPL) and BSES Rajdhani Power Limited
(BRPL). These two of the three successor entities distribute electricity to 28.34
lakh customers in two thirds of Delhi. The Company acquired assets, liabilities,
proceedings and personnel of the Delhi Vidyut Board as per the terms and
conditions contained in the Transfer Scheme.

BSES Yamuna Power Litmited, Shakti Kiran Building, Opp. Karkardooma

Court,
Delhi 110 096

BSES Rajdhani Power Litmited, BSES Bhawan, Nehru Place, Delhi

110019

BSES Yamuna Power Limited (BYPL)

BYPL distributes power to an area spread over 200 sq kms with a population
density of 5953 per sq km. Its 11.9lakh customers are spread over 14 districts
across Central and East areas including Chandni Chowk, Daryaganj, Paharganj,
Shankar Road, Patel Nagar, G T Road, Karkardooma, Krishna Nagar, Laxmi
Nagar, Mayur Vihar, Yamuna Vihar, Nand Nagri and Karawal Nagar.
5

BSES Rajdhani Power Limited (BRPL)

BRPL distributes power to an area spread over 750 sq. km with a population
density of 2192 per sq km. Its over 16.44 lakh customers are spread in 19 districts
across South and West areas including Alaknanda, Khanpur, Vasant Kunj, Saket,
Nehru Place, Nizamuddin, Sarita Vihar, Hauz Khas, R K Puram, Janakpuri,
Najafgargh, Nangloi, Mundka, Punjabi Bagh, Tagore Garden, Vikas Puri, Palam
and Dwarka.
Since taking over distribution, BSES singular mission has been to provide
reliable and quality electricity supply. BSES has invested over Rs 4500 crore on
upgrading and augmenting the infrastructure.
From a high of 63.1 % AT&C losses in BYPL area in 2013 the losses have come
down to 19.8% a record reduction of 43.3%.Similarly, in BRPL area AT&C losses
have been reduced from 51.2% to 16.8% - a record reduction of 34.4%

BRPL
BYPL
SN

Particular

Unit

(South

BSES

&

Delhi

(East &
Central)
West)

1.

Area

sq. km

200

750

950

Customer

Cons/sq

Density

km

5900

2201

2980

Lacs

11.80

16.51

28.31

MW

1157

1954

3111

Mus

6011

10459

16470

2.

Total Registered
3.

Customers
(As of Mar 14)
Peak Demand
(FY 2013-14)

4.

* Delhi peak
demand met
4720MW
Consumption

5.

per year (FY

2013-14)

The following operational statistics give an overall view of the strength of BSES
distribution network as of March 2014

SN

ITEMS

2013 14
BRPL
7

BYPL

BSES

1.

No. of Grids

72

49

123

No. of Power

197

135

332

2.
Transformers
3.

EHV Capacity (MVA)

4393

2789

7182

4.

EHV Cable Laid (KM)

1052

742

1794

No. of 66 & 33 KV

186

142

328

1424

921

2345

6763

3252

9777

4063.50

2307.82

6371

No. of 11 KV Feeders

1027

684

1711

11 KV Cables laid

2070.30

1751.40

3822

5.
Feeders
Shunt Capacitors
6
(MVAr)
No. of Distribution
7.
Transformer
Distribution
8.

Transformer Capacity
(MVA)

9.

10.
(kms)
11.

11 KV Lines laid (kms)

1713.80

252

1966

12.

Total No. of LT Feeders

21597

13271

34868

13.

LT Lines laid (kms)

10095

5553

15648

The following operational statistics give an overall view of the strength of BSES
distribution network as of March 2014

1.2 Promoters Of The Company

Board of Directors - BSES Rajdhani Power Limited (BRPL)

1.

Shri Lalit Jalan (Chairman)

2.

Gen. V.P.Malik (Retd.) AVSM, PVSM

3.

Shri Anthony Jesudasan

4.

Shri P K Tripathi, IAS

5.

Shri D M Spolia, IAS

6.

Dr.M.M.Kutty, IAS

7.

Shri Dharmendra, IAS

8.

Shri Alok K Roy

Board of Directors - BSES Yamuna Power Limited (BYPL)

1.

Shri Lalit Jalan (Chairman )

2.

Gen. V.P.Malik (Retd.) AVSM, PVSM

3.

Shri Anthony Jesudasan

4.

Shri P K Tripathi, IAS

5.

Shri D M Spolia, IAS

6.

Dr.M.M.Kutty, IAS

7.

Shri Dharmendra, IAS

8.

Shri Alok K Roy

10

1.3 Vision
To be amongst the most admired and most trusted integrated utility companies in
the world.
To deliver reliable and quality products and services to all customers at
competitive costs, with international standards of customer care- thereby creating
superior value for all stakeholders.

To set new benchmarks in: standards of corporate performance and governance,

through the pursuit of operational and financial excellence, responsible citizenship
and profitable growth.

1.4 Mission
To attain global best practices and become a world-class utility.
To provide: uninterrupted, affordable, quality, reliable, safe and clean
power to our customers.
To achieve excellence in: service, quality, reliability, safety.
To earn: trust and confidence of all customers and stakeholders by
exceeding their expectations, and make the company a respected
household name.
11

To work: with vigour, dedication and innovation keeping total customer

satisfaction as the ultimate goal ..
To be: a technology driven, efficient and financially sound organisation.
To be a responsible corporate citizen nurturing human values and concern
for society, the environment and above all, people.
To contribute: towards community development and nation building.
To promote a work culture that fosters: individual growth, team sprit and
creativity to overcome challenges and attain goals.
To encourage: ideas, talent and value systems.
To uphold the guiding principles of: trust, integrity and transparency in all
aspects of interactions and dealings.

12

1.5 Corporate Governance

We believe in proactive initiatives in ushering in good governance
practices and procedures. We have reviewed our governance practices in
accordance with existing code of governance and the recommendations
made for amending the code.
As a result, the Institute of Company Secretaries of India (ICSI) has
awarded BSES for achieving the highest standards of good governance
practices. Additionally, the Indian Institute of Directors has also awarded
the Golden Peacock Award for pursuit of excellence in corporate
governance to BSES.
We are committed to practicing sound governance principles in order to
further improve our companys performance, with a view to maximising
value for all our stakeholders, including shareholders, customers and
employees.

13

1.6 Customer Profile

Category

BRPL

BYPL

Domestic

1,393,006

869,320

Non-Domestic

234,646

284,445

Industrial

13,023

20,187

Public Lighting

Agriculture

4,143

53

Railway Traction

DMRC

Others

6,395

7,525

Total

1,651,220

1,181,531

1.7 HR-Initiatives
We believe in the development of our human capital, in our quest to fulfill our
vision, of being amongst the best world class utility. We, at BSES, believe in
14

achieving organizational excellence through Human Resources. Our systems and

policies leverage the potential of our employees by following Peoples First
Approach.
Our HR Policy goes hand in hand with the business Policy and aims at
Building competent and committed work force
Being the most admired & preferred employer having world class HR
practices,
Consistently enable business success

BSES in order to induct talent and groom them into a dedicated cadre of power
professionals has initiated the Graduate Engineer Trainee/Management Trainee
scheme. Under this scheme apart from one year comprehensive training, the
trainees are also provided with a Mentor to handhold them and integrate them into
the company culture.

1.8 Training and Development

15

BSES is committed to become a learning organization of distinction. In quest of

this vision we have created BSES Knowledge Centre, located at Nehru Place in
South Delhi and at Patparganj Industrial Area in East Delhi. The Knowledge
Centres have state of the art training facilities - interactive white board, touch
panel screen and a well stocked library to facilitate self learning in the
organization.
BSES has formulated a training plan for ensuring minimum one weeks training
per employee per year. At BSES, learning is a continuous process. Our Human
Resources Development Department offers training programmes for employees
right through their career. A good blend of skill development, behavioural and
core programmes provide stimulus for growth and career development.
Courses are designed to keep employees in touch with the latest trends in
management and technology. We emphasize on creativity, innovation,
achievement motivation for excellence, empowerment, augmenting
communication and interpersonal skills, developing initiative and leadership
qualities and providing knowledge of computer applications.

BSES has also institutionalized Development Centers in the company to

systematically diagnose the current and potential competency requirements of the
employees with the objective of enhancing their development in a planned
manner.
1.9 Careers at BSES
16

BSESs employment policies and systems radiate from a single principle People
First. People are our most valued asset - our core strength.
We have created a culture wherein employees gain a level of freedom which
provides security, satisfaction and, most importantly, a sense of professional
fulfillment.
As BSES has moved from the old HRD to the New People Management, BSES
has been able to provide roles much broader in scope, much stronger in impact &
much more permanent in effect. BSES provides following career Opportunities:

Exposure to Latest technological know-how

World class management practices

Multifunctional skills

Customer Relationship Management

Exposure to Regulatory, Legal and Contractual aspects of business

Fast track growth

Recruitment:
Recruitment, in BSES, is now inline with the corporate strategy; i.e. manpower
planning is done as per the business strategy. We look for people with the
17

combination of knowledge, skills and behavior best suited with the organizations
objectives and culture.
The focus of Recruitment is to

Attract people with multi dimensional experiences & skills

Induct talent with a new perspective to lead the company

Develop a culture that attracts people to the company

Locate people whose personalities fit the companys values

Match the people to the most appropriate jobs.

Induction:
The new employee is equipped to take up the assignment and made comfortable
in the organization through a structured induction program which is conducted
for:

Lateral Joinees

It provides a general overview of the organisation to the new recruits and

familarises employees with various business processes, culture, business
practices of the company

Graduate Engineer Trainees(GETs) /Management Trainees (MTs)

It is an exhaustive induction program comprising of Classroom sessions,

site visits and management programs.

18

BSES strives to provide a culture of excellence that inspires everyone to strive to

be the best. Therefore BSES is implementing Balance Scorecard for the
organization so that individual performance is linked to the organizational goals.
It will also clearly indicate the best performers and help us lay out a growth path
for them.

1.10 Initiatives Undertaken

Setting up Customer Help Desks (CHDs) in all the 33 divisions for online
registration of consumer complaints.
Setting up of 2 Consumer Grievance Redressal Forums in Kakardooma &
Pushp Vihar in compliance with D.E.R.C Mandate

19

Commercial Call Centre to address Consumer Complaints. In-house

developed CRM software (CAS) which provides the facility of Single
Window resolution of complaints.
Setting up of a 24 Hour Control Room at the C.M.s office to provide
immediate information on faults/breakdowns.
Bifurcation of the existing 21 districts into 33 Divisions
Centralised Helpline Numbers for the following have been created for all
queries related to:
Power Supply/Meter/Billing /Anti-corruption/Vigilance/Anti Power
Theft/Enforcement BYPL - 3999 99 808 BRPL - 399 99 707 and
additionally down load a duplicate bill from the website click here for
Duplicate Bill
Power Supply/Meter/Billing /Anti-corruption/Vigilance/Anti Power
Theft/Enforcement BYPL - 3999 99 808 BRPL - 399 99 707 and additionally
down load a duplicate bill from the website click here for Duplicate Bill
The entire Billing Cycles has been automated; starting from bill generation
to bill printing.
Starting of BAM: Bill Amendment Module: a billing software module
through which customers complaints are rectified on the spot.

20

Total curbing of Provisional Billing cases.

Facility of raising one composite bill for bulk consumers like MCD, DJB,
etc for convenient payments.
Meter Reading is now being conducted by Meter Reading
Instruments (MRIs). Location of a BSES office in 3 KM radius from each
point. Consumers can frequent any of the 143 BSES offices.
The following facilities for Key Consumers have been created:
Creation of a Special Cell for customers having a load of over 45 KW.
Single Window ease and preparation of Composite Bill for Bulk
Consumers like DJB, MCD, etc, for convenient payments.
Bill Dispatch by e-mails and special couriers.
SMS alerts.
Launch of IVRS
AMR facility provided to 1500 customers.
Creation of a Special Cell for customers having a load of over 45 KW.
Bill Dispatch by e-mails and special couriers.
21

SMS alerts.
Launch of IVRS
AMR facility provided to 1500 customers.
Supply & Street Lighting Related
Approx. 100 Breakdown vans & cable restoration on a 24X7 basis.
Online Connectivity between Technical Call Centre, System and Circle.
25 Genset vans & Mobile Transformers are readily available all round.
A special drive Roshini was undertaken in which uninterrupted
illumination was provided during the entire festive season Metering
Related
Comprehensive survey of meters of all consumers was conducted to
ensure proper functioning/housing and reading of meters.
Mass Meter Replacement drive is being undertaken for all Large Industrial
Power (LIP) consumers. Electronic Meters have also been introduced for
Domestic Consumers.
Faulty Meters are being replaced on a priority basis with tamper-proof
electronic meters.

22

Meter Testing Drive was undertaken in accordance. Only 0.01% meters

electronic meters were found beyond limits.
A month long Voluntary Disclosure Scheme (VDS) was undertaken.
Payment Related:
120 cash collection centres across BSES
150 skypak drop boxes across BSES
1050 Easy bill outlets across BSES
150 Drop boxes installed at RWA premises
Cash collection centres at Circle Offices are open all days from 8 A.M. to
8 P.M. except Second Saturdays and National Holidays.
Point-of-Sales (POS) machines are installed at the cash collection counters
with bar code scanners for speedy service. Tie-ups with collection
agencies like Easy Bill and Skypak for cheque payments and with Bill
Desk and Bill Junction for online payments.
Duplicate bill printing mechanism in place. Bar-coded bills are printed in
all divisional offices.

23

Pay Bills Online: Use any valid Visa, Mastercard or Diners Credit Card, or pay
through your Net Banking account with Citibank, IDBI Bank, UTI Bank, SBI or
Punjab National Bank.
Credit Card or Netbanking payment option.
Pay By Phone a convenient service offered by BRPL/BYPL in association
with BillDesk that you pay by internet or AutoDebit to your bank or credit
card account .
Now pay your BSES bills online anytime anywhere with your Itz cash.

Energy Conservation
Don't keep Electrical Gadgets "ON" in idle condition.
Always provide doors & windows to admit natural light ( Sunlight ) to
avoid using electricity in homes or offices during the day.

24

To avoid leakage always use Earth Leakage Circuit Breaker / Residual

Current Circuit Breaker in circuit.
Always buy electrical gadgets with capacity according to your needs & not
of much higher rating e.g.larger refrigerators consume more electricity.
Use Compact Fluorescent Lamps to reduce electricity consumption.
Ensure proper Earthing in your premises.
Use electronic regulators for ceiling fans.
Avoid storing hot / warm food in refrigerators.
Turn-off decorative & non-essential lights especially in unoccupied areas.

1.11 DO'S AND DON'TS

Do's

Don'ts

Do plug power equipment into wall

Do not drape power cords

receptacles with power switches in the OFF

over hot pipes, radiators or

25

position.

sharp objects.

Do unplug electrical equipment by grasping

Do not plug equipment into

the plug and then pulling. Do not pull or

defective receptacles.

jerk the cord to unplug the equipment.

Do not use non standard
Do check the receptacle for missing or

plugs, extension cords with

damaged parts.

junction box receptacle ends

or other unsafe equipment.
Do not use consumer

Do check for defective cord clamps at

electrical equipment or
locations where the power cord enters the
appliances if not properly
equipment for the attachment plug.
grounded.
Maintenance personnel should know the

Do not store materials

location of electrical circuit breaker panels

temporarily or permanently

that control equipment and lighting in their

within 3 feet of any

respective areas. Circuits and equipments

electrical panel or electrical

disconnects must be identified.

equipment.

Use a danger tag on any electrical

equipment which causes shocks.

Safety
Use proper conductor for house wiring by calculating actual load.
26

Don't expose electrical appliances & bare wires to wet conditions.

Use the correct size , ISI make of fuse & never replace the burn-out fuse
with other materials.
Avoid the use of Extension Chords & don't leave them dangling or trailing
on the floor.
For households :
a) Never allow your children to touch any electrical point or insert any part
of their body into it.
b) Allow only licensed Electricians to handle electrical problems.
c) Always ensure that you are properly insulated from getting electrical
shock.
d) Avoid " Octopus Connections " as overloading might occur due to the
same which can cause burning of sockets.
Educate the children about 'Electrical Signs' & dangers of electric shock .
Always switch off the Current from the mains in case of short circuit in a
portion of premises & insulate yourself.
Ensure proper earthing in your premises.
Never insert bare wires in the socket & always remove the plug from the
socket when not in use.
RECOGNITION
Network Innovation Award (2005) from HECL
27

 CIO 100 Award (2007) from IDG, USA

CIO Leadership Award (2007, 2008) from IDG, USA
NASSCOM recognition (2007) from NASSCOM
BOLD CIO 100 Award (2008) from IDG, USA
Smart Infrastructure Award (2008) from AMD Athlon, USA
Diamond EDGE Award (2009) from Unified Business Media (Network
Computing)
PC Quest Best IT Implementations of the Year (2009) from PCQuest
Chapter 2

2.1 SWOT
A SWOT analysis, with its four elements in a 22 matrix.
A SWOT analysis (alternatively SWOT matrix) is a structured planning
method used to evaluate the strengths, weaknesses, opportunities and threats
involved in a project or in a business venture. A SWOT analysis can be carried
out for a product, place, industry or person. It involves specifying the objective
of the business venture or project and identifying the internal and external
factors that are favorable and unfavorable to achieve that objective. Some
authors credit SWOT to Albert Humphrey, who led a convention at the
28

Stanford Research Institute (now SRI International) in the 1960s and 1970s
using data from Fortune 500 companies.However, Humphrey himself does not
claim the creation of SWOT, and the origins remain obscure. The degree to
which the internal environment of the firm matches with the external
environment is expressed by the concept of strategic fit.

Strengths: characteristics of the business or project that give it an

advantage over others.

Weaknesses: characteristics that place the business or project at a

disadvantage relative to others

Opportunities: elements that the project could exploit to its

advantage

Threats: elements in the environment that could cause trouble for

the business or project

Identification of SWOTs is important because they can inform later steps in

planning to achieve the objective.
First, the decision makers should consider whether the objective is attainable,
given the SWOTs. If the objective is not attainable a different objective must be
selected and the process repeated.
29

Users of SWOT analysis need to ask and answer questions that generate
meaningful information for each category (strengths, weaknesses,
opportunities, and threats) to make the analysis useful and find their
competitive advantage.

2.2 SWOT analysis of company:

Strength:

1. People are most valued asset

2. Provide roles much broader in scope
3. Good financial support

30

Weakness

1. Improper management
2. More load shedding
3. Power cut off without prior notice

Threat:

1. NTPC as its competitor

2. Change in government rules and regulations

Opportunity:

1. Exposure to Latest technological know-how

2. World class management practices

31

3. Multifunctional skills
4. Customer Relationship Management
5. Fast track growth

Chapetr 3
COMPLAINT
A complaint is finding fault with or an expression of dissatisfaction about an action or
lack of action regarding our standard of service.
BSES do not charge a customer for making or registering a complaint, neither they
charge any customer for working on a complaint made. Complaints made anonymously
will be considered on its merit and action taken where it is deemed appropriate.
The process for handling a customer complaint was very broad. It was my responsibility
to get the complaint done within the time limit set up by DERC as per its standards.
The process cycle is:
1. Register the complaint
32

2. Provide permit to work(PTW) to lineman

3. Lineman reaches the consumer
4. Rectification of fault and repair
5. Restoration of supply
6. Signing of PTW by consumer
7. Lineman provides remark about complaint
8. Remarks are noted down in complaint register

3.1 Procedure of Handling :

1) Register the complaint
A complaint can be made in the following ways:
In person by contacting the Customer Relations Assistant (CRA) at the Customer
Service Centre or District Office serving your area who will assist you to complete a
Complaints Form (in duplicate)
By dropping or depositing a written complaint into a Suggestion Box located at the
Customer Service Centre or District Office
By letter to the District Manager responsible for your area
By phoning our Call Centre on 01139999808

33

Complaints are treated expeditiously if customers provide the following

information, where applicable:
Name, address, telephone number, account number and district code
Number written in red paint on the nearest BSES pole to your premises
Nature of the complaint
Name of BSES officer who previously handled this complaint to your dissatisfaction, if
appropriate.

2) Provide permit to work(PTW) to lineman

A receipt is given to the lineman who will go for the complaint. Permit to work(PTW) is
given in a receipt form. It works as a written permission to handle the complaint. Without
PTW lineman cannot attend the complaint. After getting PTW, the lineman go to handle
the complaint.
3) Lineman reaches the consumer
After receiving the PTW, the lineman leaves to attend the consumer. The consumer gets a
call from the customer care office to confirm the complaint so that lineman can attend it.
Lineman reaches at the consumer address.

4) Rectification of fault and repair

After reaching to the consumer, the lineman see the fault of the consumer and rectify it.
Sometimes faulty is huge and sometimes it is small. For rectify the huge error,
maintenance team is included to work with them. sometimes the fault is not of BSES, it is
consumer own fault only.

34

5) Restoration of supply
After rectifying the error or getting the fault repair, the consumer is made satisfied. When
the lineman doing the work, he shut down the supply of that local area for some time so
that fault can be repaired. After getting it done , the supply is restored.

6) Signing of PTW by consumer

When the supply is restored, the lineman ask the consumer to sign the PTW receipt given
by the customer care officer. The sign is the evidence of attending of complaint by the
lineman and faulty is completely repaired. Signature on PTW is very much required as it
work as evidence to the officer.

7) Lineman provides remark about complaint

After getting sign on the PTW receipt, the lineman comes back to the office and gives
remarks about the complaint of the consumer. The lineman write the remarks on the back
of the receipt and gives that receives to the customer care officer. Remarks consist of the
work done at the complaint.

8) Remarks are noted down in complaint register

35

The TO/CCO receive the receipt from the lineman. The officer note down the remark
given by the lineman in the BSES complaint register. The officer notes down the remark
and time of finishing the complaint.

After doing or following the above process, the process of handling one complaint is
completed fully. May to august is the peak season of the complaint for BSES.
Complaints are handled at a good pace if they are less in number.
Customers will be entitled to compensation under the terms of DERC if BSES fail to
meet the commitments outlined in the terms.

3.2 FIELD DATA OF TRAINING

Worked = 53 days

Shift duration = 8 hours (8 AM to 4 PM and 4 PM to 12 AM)

No of total working hours = 424 hours

No of complaints received in 424 hours = 431 complaints

No of breakdowns faced in 424 hours = 9 breakdowns

36

Maximum duration of a breakdown faced = 2.5 hours

No of complaints made within 2 hours = 423 complaints

No of complaints exceeded 2 hours = 8 complaints

The above is total practical field work which is gained during my internship period. It
includes all the data which I had done at BSES.

BSES Rajdhani/Yamuna Limited

37

COMPLAINT HANDLING PROCEDURES RELATING

TO DISTRIBUTION AND RETAIL SUPPLY
(APPROVED BY DERC ON 3rd JUNE 2003)
1. Introduction:
This Complaint Handling Procedure relating to Distribution and Retail Supply as approved
by the Delhi Electricity Regulatory Commission is hereby adopted by the licensee.
2. Where to lodge Complaints:
The contact telephone number(s) where consumers can lodge their complaints as also the
name and contact telephone number of the Asst. Engineer concerned, who can be approached
in case of delay in the redressal of complaint would be notified as under :
By display/dissemination of the above information on separate handouts attached to the
electricity bills from time to time
By display of the above information at the Bill collection centres
By Display on the company Website
3. Nature of complaints:
No current/failure of power supply
Voltage fluctuations
Load shedding/scheduled outages
Scheduled outages/ load shedding
Metering Problems

38

3.4 Query Management Process

BSES consumers can get in touch with us through any of the following touch points.
For registering their queries, grievances and getting status updates

a. Call Centre - 399 99 707 (BRPL), 399 99 808 (BYPL)

b. Division Office
c. BSES Website - www.bsesdelhi.com

Complaint Escalation

Level 1:

If not satisfied with the resolution received from any of the above mentioned
touch points.
Consumers may visit the Division Office and meet any of the following
officials with complete details:

39

a. Customer Care Officer (CCO)

b. Business Manager (between 10 AM to 11 AM on any working day)
c. Circle Head (with prior appointment)

Level 2:

In case of any undue delay in resolution of requests / complaints, please get in

touch with us through any of the following:

a. Write an email

For BSES Rajdhani Power Limited

brpl.customercare@relianceada.com
For BSES Yamuna Power Limited
bypl.customercare@relianceada.com

b. Write a letter-

For BSES Rajdhani Power Limited Customer Care Dept,

BSES Rajdhani Power Limited- BSES Bhawan,
Nehru Place, New Delhi 110019

40

For BSES Yamuna Power Limited Customer Care Dept,

BSES Yamuna Power Limited,
Shakti Kiran Building, Karkardooma, Delhi- 110032

Level 3:

If still not satisfied with the resolution provided, consumers may write to the
Head-Customer Relations

For BSES Rajdhani Power Limited Head Customer Care

BSES Rajdhani Power Limited- BSES Bhawan,
Nehru Place, New Delhi 110019

For BSES Yamuna Power Limited Head Customer Care

BSES Yamuna Power Limited, Shakti Kiran Building,
Karkardooma, Delhi 110032

To resolve any issue, please visit our Customer Care Centers across our 33
Divisional Offices between 9:30 a.m. and 3:00 p.m. from Monday to Friday.

41

You may also take up the matter with our senior managment at the Division
offices. In the event your matter does not get resolved you may write to:
BYPL Customer Care at email : bypl.customercare@relianceada.com
BRPL Customer Care at email : brpl.customercare@relianceada.com

4.1 BEST PRACTICES

Some of the best practices or the USPs that the BSES follows are different from
other firms. As BSES always try to improve the standard and providing best
facilities to their customers.

Having clear procedures

Providing a speedy response

Having a single point of contact for complainants

Ease of access to the complaints process

Keeping the complainant informed

Complaints are taken seriously

Having follow-up procedures to check with customers after resolution

Using measures based on cause reduction rather than complaint volume

reduction

Employees are empowered to deal with the situation

42

consistency of response

Ease of use of the process

Staff understand the complaint processes

Using data to engineer-out the problems

4.2 FINDINGS

Consumers mostly complained about fast running electronic meters and other
problems of billing.

The consumers were, generally, not satisfied with the complaint redressal
mechanism in place.

The Call Centers set up by the BSES were not yet popular among consumers.

The consumers were generally not aware about the existence of the institution like
Delhi Electricity Regulatory Commission (DERC), the Consumer Grievances
Redressal Forums (CGRFs).

Private distribution companies were a success and the Consumers preferred the
services of private Players as compared to DESU/DVB.

43

The consumers had expressed their concern about load shedding.

Complaints were handled within the time limit indicated by DERC.

Consumers also complaint about the excess billing.

4.3 LIMITATIONS
I have faced some limitations during preparing report as mentioned below:

Lack of security for the Telephone operators and CCAs.

Time constraint i.e. we had to work in shifts.

Lack of manpower at time of breakdown

Infrastructure of complaint offices was less than average.

Restrooms were also not clean and tidy.

TOs tend to leave all responsibilities on CCAs taking leaves or reaching late for
the duty.

Night duties required CCAs to remain at seat all the time till morning.

Complaint centres was far away from residence.

No conveyance was provided for pick and drop.

No computer systems were provided to operate on Operation Management

System of BSES.
44

No canteen facility

4.4 SUGGESTION AND RECOMMENDATION

Hospitality should be increased for consumer satisfaction.

Adequate manpower standing by to tackle breakdown

Infrastructure of complaint offices should be improved

All basic amenities should be there at complaint centres.

Even at night duties TOs/CCAs should remain at seat and at consumer disposal.

Computer systems should be provided that complaint centres to quickly check

status of any outage through BSES Operation Management Software.

Information about how and where to complain should be well publicized to

customers, personnel and other interested parties.

Receipt of each complaint should be acknowledged to the complainant

immediately

.Having a step by step process for each and every complaint.

45

Emergency exit point should me there for safety of the employees.

For night duty, security guard should be there.

In summers, more lineman should be allotted for the complaints.

4.5 SUMMARY AND CONCLUSION

Studies of the customer grievances handling procedure of the successful organizations, in
general, reveal that a good grievances handling System is the corner stone to navigate an
organization successfully in this globalize environment of uncertainty and continuous
change.
This project is based on the grievances handling at BSES Yamuna Pvt. Ltd. Research into
complaint behavior reveals that only a fraction of dissatisfied consumers complain to
businesses, and that for every complaint received there are other unhappy consumers who
do not complain. Many will simply withdraw their patronage and criticize the company
or the service to nine to ten other people. Moreover, the power of the Internet makes it
possible for this figure to be much greater.
There are many reasons why consumers do not complain. Some of these reasons are
practical and some are emotional. Consumers may not know how to raise a complaint, or
with whom. They may feel that that it will be hard work and that the end result will not
46

warrant the effort. They may believe that nothing will be done about their problem, or
they are skeptical about business's willingness or ability to resolve disputes fairly. They
may have been treated badly in the past when making a complaint, or they may simply
not have the confidence to make a complaint.
Effective complaint management not only benefits the consumer who will receive a better
and perhaps more cost effective service, it is also to the advantage of the service provider
as it will help improve consumer satisfaction and retention.
It is therefore vital that consumers who receive poor service are given the opportunity and
indeed the encouragement to make a complaint.
Consumer Focus acts as the voice of the consumer and makes a real difference to the
lives of consumers. The organisation works with businesses across a wide range of
sectors to bring about quick and effective results for consumers.
Consumer Focus identified a gap in its understanding of what makes some markets
respond better to consumer complaints, what compels some consumers to abandon their
complaint, and indeed what consumers want from a complaint process.

Further, this Project

Includes the introduction of the company wherein I have given the whole

procedure of handling complaint practiced at BSES

Includes the best practices or USPs of BSES
Includes the recommendations, limitations and Findings which I have analyzed
while working at BSES.
47

REFERENCES AND BIBLIOGRAPHY:

Following Websites has been used for reference :

1 . https://mail.google.com/mail/u/0/#inbox
2. https://www.google.co.in/?gfe_rd=cr&ei=VklnVJvwMuLA8gfO1oGwBg#q=BSES+
3. http://www.bsesdelhi.com/HTML/index.html
4 . http://www.bsesdelhi.co.in/bses-delhi-bill-payment.htm
5 . http://en.wikipedia.org/wiki/BSES
6. http://timesofindia.indiatimes.com/topic/BSES

48