8/10/2019 157389967 Welcome to BSES

1/48

Summer Training Project ReportOn

Studying customer grievances handling with respectto BSES Yamuna Private Limited

Submitted in partial fulfillment of the requirements

For the award of

Master of Business dministration !MB"

To

#nstitute of #nformation Technology and Management(Affiliated to Guru Gobind Singh Indraprastha University !elhi"

$uide% Su&mitted &y%#r$ Aman Aggarwal

!r$ %ama Srivastav %oll &o$')*+*,*-+*

Batch !'()* + '(),"

+

8/10/2019 157389967 Welcome to BSES

2/48

Certificate

I #r$ A#A& AGGA%.A/ %oll &o$)*+*,*-+* 0ertify that the Summer Training

%eport(#S)+" entitled 1Studying customer grievances handling with respect To

BSES Yamuna Private Limited- is done by me and it is an authenti0 wor2 0arried 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

2nowledge and belief$

Signature of the Student

!ate'

It has been 0ertified that the summer training report (#S3+)" entitled 4Studying

customer grievances handling with respect To BSES Yamuna Private Limited5 is

done by Mr. M/ $$R0L %oll &O. ('*)*1(*2)*is 0ompleted under my

guidan0e$

6ountersigned !esignation'

Signature of the Guide'

!ate'

&ame of the Guide'

3r. Rama Srivastav

Address'

I&TITUT7 OF I&FO%#ATIO&

T768&O/OG9 A&! #A&AG7#7&T

)

8/10/2019 157389967 Welcome to BSES

3/48

45/60LE3$EME/T

I would li2e to li2e to e:press my heart3 felt gratitude towards BSES Yamuna Private

Limited 677#4E8 L9M# /$R andMr. 3:#RE/3ER 5;MR(A%7A

#A&AG7%" for providing me the opportunity to do my pro;e0t in this esteem

organi

8/10/2019 157389967 Welcome to BSES

4/48

E9E4;T#

8/10/2019 157389967 Welcome to BSES

5/48

8/10/2019 157389967 Welcome to BSES

6/48

?S7S %a;dhani =ower /imited (?%=/"

BRPLdistributes power to an area spread over , sq$ 2m with a population

density of )+-) per sq 2m$ Its5 over +E$@@ la2h 0ustomers are spread in +- distri0ts

a0ross South and .est areas in0luding Ala2nanda Dhanpur Basant Dun; Sa2et

&ehru =la0e &iana2puri

&a;afgargh &angloi #und2a =un;abi ?agh Tagore Garden Bi2as =uri =alam

and !war2a$

Sin0e ta2ing over distribution ?S7S5 singular mission has been to provide

reliable and quality ele0tri0ity supply$ ?S7S has invested over %s @ 0rore on

upgrading and augmenting the infrastru0ture$

From a high of E*$+ AT6 losses in ?9=/ area in )+* the losses have 0ome

down to +-$C a re0ord redu0tion of @*$*$Similarly in ?%=/ area AT6 losses

have been redu0ed from +$) to +E$C 3 a re0ord redu0tion of *@$@

E

8/10/2019 157389967 Welcome to BSES

7/48

S& =arti0ular Unit

?9=/

(7ast

6entral"

?%=/

(South

.est"

?S7S

!elhi

+$ Area sq$ 2m ) , -

)$

6ustomer

!ensity

6onsHsq

2m- ))+ )-C

*$

Total %egistered

6ustomers

(As of #ar 5+@"

/a0s ++$C +E$+ )C$*+

@$

=ea2 !emand

(F9 )+*3+@"

!elhi pea2

demand met

@,)#.

#. ++, +-@ *+++

$

6onsumption

per year (F9

)+*3+@"

#us E++ +@- +E@,

The following operational statistics give an overall view of the strength of BSES

distri&ution networ= as of March '()>

S& IT7#S )+* J +@

?%=/ ?9=/ ?S7S

,

8/10/2019 157389967 Welcome to BSES

8/48

+$ &o$ of Grids ,) @- +)*

)$

&o$ of =ower

Transformers

+-, +* **)

*$ 78B 6apa0ity (#BA" @*-* ),C- ,+C)

@$ 78B 6able /aid (D#" +) ,@) +,-@

$

&o$ of EE ** DB

Feeders

+CE +@) *)C

E

Shunt 6apa0itors

(#BAr"

+@)@ -)+ )*@

,$

&o$ of !istribution

Transformer

E,E* *)) -,,,

C$

!istribution

Transformer 6apa0ity

(#BA"

@E*$ )*,$C) E*,+

-$ &o$ of ++ DB Feeders +), EC@ +,++

+$

++ DB 6ables laid

(2ms"

),$* +,+$@ *C))

++$ ++ DB /ines laid (2ms" +,+*$C )) +-EE

+)$ Total &o$ of /T Feeders )+-, +*),+ *@CEC

+*$ /T /ines laid (2ms" +- * +E@C

C

8/10/2019 157389967 Welcome to BSES

9/48

The following operational statisti0s give an overall view of the strength of ?S7S

distribution networ2 as of #ar0h )+@

+$) Promoters 6f The 4ompany

Board of 3irectors ? BSES Rajdhani Power Limited !BRPL"

+$ Shri /alit >alan (6hairman"

)$ Gen$ B$=$#ali2 (%etd$" ABS# =BS#

*$ Shri Anthony >esudasan

@$ Shri = D Tripathi IAS

$ Shri ! # Spolia IAS

E$ !r$#$#$Dutty IAS

-

8/10/2019 157389967 Welcome to BSES

10/48

,$ Shri !harmendra IAS

C$ Shri Alo2 D %oy

Board of 3irectors ? BSES Yamuna Power Limited !BYPL"

+$ Shri /alit >alan (6hairman "

)$ Gen$ B$=$#ali2 (%etd$" ABS# =BS#

*$ Shri Anthony >esudasan

@$ Shri = D Tripathi IAS

$ Shri ! # Spolia IAS

E$ !r$#$#$Dutty IAS

,$ Shri !harmendra IAS

C$ Shri Alo2 D %oy

+

8/10/2019 157389967 Welcome to BSES

11/48

).*

8/10/2019 157389967 Welcome to BSES

12/48

To wor2' with vigour dedi0ation and innovation 2eeping total 0ustomer

satisfa0tion as the ultimate goal $$

To be' a te0hnology driven effi0ient and finan0ially sound organisation$

To be a responsible 0orporate 0iti

8/10/2019 157389967 Welcome to BSES

13/48

)., 4orporate $overnance

.e believe in proa0tive initiatives in ushering in good governan0e

pra0ti0es and pro0edures$ .e have reviewed our governan0e pra0ti0es in

a00ordan0e with e:isting 0ode of governan0e and the re0ommendations

made for amending the 0ode$

As a result the Institute of 6ompany Se0retaries of India (I6SI" has

awarded ?S7S for a0hieving the highest standards of good governan0e

pra0ti0es$ Additionally the Indian Institute of !ire0tors has also awarded

the Golden =ea0o02 Award for pursuit of e:0ellen0e in 0orporate

governan0e to ?S7S$

.e are 0ommitted to pra0ti0ing sound governan0e prin0iples in order to

further improve our 0ompany5s performan0e with a view to ma:imising

value for all our sta2eholders in0luding shareholders 0ustomers and

employees$

+*

8/10/2019 157389967 Welcome to BSES

14/48

).@ 4ustomer Profile

4ategory BRPL BYPL

!omesti0 +*-*E CE-*)

&on3!omesti0 )*@E@E )C@@@

Industrial +*)* )+C,

=ubli0 /ighting +

Agri0ulture @+@* *

%ailway Tra0tion +

!#%6 +

Others E*- ,)

Total )8@,)8''( )8)A)8,*)

).1 :R?#nitiatives

.e believe in the development of our human 0apital in our quest to fulfill our

vision of being amongst the best world 0lass utility$ .e at ?S7S believe in

+@

8/10/2019 157389967 Welcome to BSES

15/48

a0hieving organi

8/10/2019 157389967 Welcome to BSES

16/48

?S7S is 0ommitted to be0ome a 1learning organi

8/10/2019 157389967 Welcome to BSES

17/48

?S7S5s employment poli0ies and systems radiate from a single prin0iple J =eople

First$ =eople are our most valued asset 3 our 0ore strength$

.e have 0reated a 0ulture wherein employees gain a level of freedom whi0h

provides se0urity satisfa0tion and most importantly a sense of professional

fulfillment$

As ?S7S has moved from the old 8%! to the &ew =eople #anagement ?S7S

has been able to provide roles mu0h broader in s0ope mu0h stronger in impa0t

mu0h more permanent in effe0t$ ?S7S provides following 0areer Opportunities'

7:posure to /atest te0hnologi0al 2now3how

.orld 0lass management pra0ti0es

#ultifun0tional s2ills

6ustomer %elationship #anagement

7:posure to %egulatory /egal and 6ontra0tual aspe0ts of business

Fast tra02 growth

Recruitment%

%e0ruitment in ?S7S is now inline with the 0orporate strategyL i$e$ manpower

planning is done as per the business strategy$ .e loo2 for people with the

+,

8/10/2019 157389967 Welcome to BSES

18/48

0ombination of 2nowledge s2ills and behavior best suited with the organi

8/10/2019 157389967 Welcome to BSES

19/48

?S7S strives to provide a 0ulture of e:0ellen0e that inspires everyone to strive to

be the best$ Therefore ?S7S is implementing ?alan0e S0ore0ard for the

organi

8/10/2019 157389967 Welcome to BSES

20/48

6ommer0ial 6all 6entre to address 6onsumer 6omplaints$ MIn3house

developed 6%# software (6AS" whi0h provides the fa0ility of Single

.indow resolution of 0omplaints$

Setting up of a )@ 8our 6ontrol %oom at the 6$#$5s offi0e to provide

immediate information on faultsHbrea2downs$

?ifur0ation of the e:isting )+ distri0ts into ** !ivisions

6entralised 8elpline &umbers for the following have been 0reated for all

queries related to'

=ower SupplyH#eterH?illing HAnti30orruptionHBigilan0eHAnti =ower

TheftH7nfor0ement ?9=/ 3 *--- -- CC ?%=/ 3 *-- -- ,, and

additionally down load a dupli0ate bill from the website0li02 here for

!upli0ate ?ill

=ower SupplyH#eterH?illing HAnti30orruptionHBigilan0eHAnti =ower

TheftH7nfor0ement ?9=/ 3 *--- -- CC ?%=/ 3 *-- -- ,, and additionally

down load a dupli0ate bill from the website 0li02 here for !upli0ate ?ill

The entire ?illing 6y0les has been automatedL starting from bill generation

to bill printing$

Starting of 1?A#' ?ill Amendment #oduleK' a billing software module

through whi0h 0ustomers5 0omplaints are re0tified on the spot$

)

http://www.bsesdelhi.com/WEB_PDFBILL/DupBillMain.htmhttp://www.bsesdelhi.com/WEB_PDFBILL/DupBillMain.htmhttp://www.bsesdelhi.com/WEB_PDFBILL/DupBillMain.htmhttp://www.bsesdelhi.com/WEB_PDFBILL/DupBillMain.htmhttp://www.bsesdelhi.com/WEB_PDFBILL/DupBillMain.htmhttp://www.bsesdelhi.com/WEB_PDFBILL/DupBillMain.htmhttp://www.bsesdelhi.com/WEB_PDFBILL/DupBillMain.htm

8/10/2019 157389967 Welcome to BSES

21/48

Total 0urbing of 1=rovisional ?illingK 0ases$

Fa0ility of raising one 0omposite bill for bul2 0onsumers li2e #6! !>?

et0 for 0onvenient payments$

#eter %eading is now being 0ondu0ted by #eter %eading

Instruments (#%Is"$ /o0ation of a ?S7S offi0e in * D# radius from ea0h

point$ 6onsumers 0an frequent any of the +@* ?S7S5 offi0es$

The following fa0ilities for Dey 6onsumers have been 0reated'

6reation of a Spe0ial 6ell for 0ustomers having a load of over @ D.$

Single .indow ease and preparation of 6omposite ?ill for ?ul2

6onsumers li2e !>? #6! et0 for 0onvenient payments$

?ill !ispat0h by e3mails and spe0ial 0ouriers$

S#S alerts$

/aun0h of IB%S

A#% fa0ility provided to + 0ustomers$

6reation of a Spe0ial 6ell for 0ustomers having a load of over @ D.$

?ill !ispat0h by e3mails and spe0ial 0ouriers$

)+

8/10/2019 157389967 Welcome to BSES

22/48

S#S alerts$

/aun0h of IB%S

A#% fa0ility provided to + 0ustomers$

Supply Street /ighting %elated

Appro:$ + ?rea2down vans 0able restoration on a )@N, basis$

Online 6onne0tivity between Te0hni0al 6all 6entre System and 6ir0le$

) Genset vans #obile Transformers are readily available all round$

A spe0ial drive 1%oshiniK was underta2en in whi0h uninterrupted

illumination was provided during the entire festive season #etering

%elated

6omprehensive survey of meters of all 0onsumers was 0ondu0ted to

ensure proper fun0tioningHhousing and reading of meters$

#ass #eter %epla0ement drive is being underta2en for all /arge Industrial

=ower (/I=" 0onsumers$ 7le0troni0 #eters have also been introdu0ed for

!omesti0 6onsumers$

Faulty #eters are being repla0ed on a priority basis with tamper3proof

ele0troni0 meters$

))

8/10/2019 157389967 Welcome to BSES

23/48

#eter Testing !riveK was underta2en in a00ordan0e$ Only $+ meters

ele0troni0 meters were found beyond limits$

A month long Boluntary !is0losure S0heme (B!S" was underta2en$

=ayment %elated'

+) 0ash 0olle0tion 0entres a0ross ?S7S

+ s2ypa2 drop bo:es a0ross ?S7S

+ 7asy bill outlets a0ross ?S7S

+ !rop bo:es installed at %.A premises

6ash 0olle0tion 0entres at 6ir0le Offi0es are open all days from C A$#$ to

C =$#$ e:0ept Se0ond Saturdays and &ational 8olidays$

=oint3of3Sales (=OS" ma0hines are installed at the 0ash 0olle0tion 0ounters

with bar 0ode s0anners for speedy servi0e$ Tie3ups with 0olle0tion

agen0ies li2e 7asy ?ill and S2ypa2 for 0heque payments and with ?ill

!es2 and ?ill >un0tion for online payments$

!upli0ate bill printing me0hanism in pla0e$ ?ar30oded bills are printed in

all divisional offi0es$

)*

http://www.bsesdelhi.com/Aboutus/payment-point.asp?dtype=1http://www.bsesdelhi.com/Aboutus/payment-point.asp?dtype=3http://www.bsesdelhi.com/Aboutus/payment-point.asp?dtype=2http://www.bsesdelhi.com/Aboutus/payment-point.asp?dtype=1http://www.bsesdelhi.com/Aboutus/payment-point.asp?dtype=3http://www.bsesdelhi.com/Aboutus/payment-point.asp?dtype=2

8/10/2019 157389967 Welcome to BSES

24/48

=ay ?ills Online' Use any valid Bisa #aster0ard or !iners 6redit 6ard or pay

through your &et ?an2ing a00ount with 6itiban2 I!?I ?an2 UTI ?an2 S?I or

=un;ab &ational ?an2$

6redit 6ard or &etban2ing payment option$

=ay ?y =hone a 0onvenient servi0e offered by ?%=/H?9=/ in asso0iation

with ?ill!es2 that you pay by internet or Auto!ebit to your ban2 or 0redit

0ard a00ount $

&ow pay your ?S7S bills online anytime anywhere with your It< 0ash$

Energy 4onservation

!ont 2eep 7le0tri0al Gadgets PO&P in idle 0ondition$

Always provide doors windows to admit natural light ( Sunlight " to

avoid using ele0tri0ity in homes or offi0es during the day$

)@

8/10/2019 157389967 Welcome to BSES

25/48

To avoid lea2age always use 7arth /ea2age 6ir0uit ?rea2er H %esidual

6urrent 6ir0uit ?rea2er in 0ir0uit$

Always buy ele0tri0al gadgets with 0apa0ity a00ording to your needs not

of mu0h higher rating e$g$larger refrigerators 0onsume more ele0tri0ity$

Use 6ompa0t Fluores0ent /amps to redu0e ele0tri0ity 0onsumption$

7nsure proper 7arthing in your premises$

Use ele0troni0 regulators for 0eiling fans$

Avoid storing hot H warm food in refrigerators$

Turn3off de0orative non3essential lights espe0ially in uno00upied areas$

+$++36S /3 36/TS

!os !onts

!o plug power equipment into wall

re0epta0les with power swit0hes in the OFF

!o not drape power 0ords

over hot pipes radiators or

)

8/10/2019 157389967 Welcome to BSES

26/48

position$ sharp ob;e0ts$

!o unplug ele0tri0al equipment by grasping

the plug and then pulling$ !o not pull or

;er2 the 0ord to unplug the equipment$

!o not plug equipment into

defe0tive re0epta0les$

!o 0he02 the re0epta0le for missing or

damaged parts$

!o not use non standard

plugs e:tension 0ords with

;un0tion bo: re0epta0le ends

or other unsafe equipment$

!o 0he02 for defe0tive 0ord 0lamps at

lo0ations where the power 0ord enters the

equipment for the atta0hment plug$

!o not use 0onsumer

ele0tri0al equipment or

applian0es if not properly

grounded$

#aintenan0e personnel should 2now the

lo0ation of ele0tri0al 0ir0uit brea2er panels

that 0ontrol equipment and lighting in their

respe0tive areas$ 6ir0uits and equipments

dis0onne0ts must be identified$

!o not store materials

temporarily or permanently

within * feet of any

ele0tri0al panel or ele0tri0al

equipment$

Use a danger tag on any ele0tri0al

equipment whi0h 0auses sho02s$

Safety

Use proper 0ondu0tor for house wiring by 0al0ulating a0tual load$

)E

8/10/2019 157389967 Welcome to BSES

27/48

!ont e:pose ele0tri0al applian0es bare wires to wet 0onditions$

Use the 0orre0t si

8/10/2019 157389967 Welcome to BSES

28/48

M 6IO + Award ()," from I!G USA

M 6IO /eadership Award (), )C" from I!G USA

M &ASS6O# re0ognition ()," from &ASS6O#

M ?O/! 6IO + Award ()C" from I!G USA

M Smart Infrastru0ture Award ()C" from A#! Athlon USA

M !iamond 7!G7 Award ()-" from Unified ?usiness #edia (&etwor2

6omputing"

M 1=6 Quest ?est IT Implementations of the 9earK ()-" from =6Quest

4hapter '

'.) S06T

A S.OT analysis with its four elements in a )R) matri:$

A S06T analysis(alternatively S06T matriC" is a stru0tured planning

method used to evaluate the strengths wea2nesses opportunities and threats

involved in apro;e0tor in abusinessventure$ A S.OT analysis 0an be 0arried

out for a produ0t pla0e industry or person$ It involves spe0ifying the ob;e0tive

of the business venture or pro;e0t and identifying the internal and e:ternal

fa0tors that are favorable and unfavorable to a0hieve that ob;e0tive$ Some

authors 0redit S.OT to Albert 8umphrey who led a 0onvention at the

)C

http://en.wikipedia.org/wiki/Projecthttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Albert_S._Humphreyhttp://en.wikipedia.org/wiki/Projecthttp://en.wikipedia.org/wiki/Businesshttp://en.wikipedia.org/wiki/Albert_S._Humphrey

8/10/2019 157389967 Welcome to BSES

29/48

Stanford %esear0h Institute (now S%I International" in the +-Es and +-,s

using data from Fortune 0ompanies$8owever 8umphrey himself does not

0laim the 0reation of S.OT and the origins remain obs0ure$ The degree to

whi0h the internal environment of the firm mat0hes with the e:ternal

environment is e:pressed by the 0on0ept of strategi0 fit$

Strengths' 0hara0teristi0s of the business or pro;e0t that give it an

advantage over others$

0ea2nesses' 0hara0teristi0s that pla0e the business or pro;e0t at a

disadvantage relative to others

6pportunities' elements that the pro;e0t 0ould e:ploit to its

advantage

Threats' elements in the environment that 0ould 0ause trouble for

the business or pro;e0t

Identifi0ation of S.OTs is important be0ause they 0an inform later steps in

planning to a0hieve the ob;e0tive$

First the de0ision ma2ers should 0onsider whether the ob;e0tive is attainable

given the S.OTs$ If the ob;e0tive is notattainable a different ob;e0tive must be

sele0ted and the pro0ess repeated$

)-

http://en.wikipedia.org/wiki/SRI_Internationalhttp://en.wikipedia.org/wiki/Fortune_500http://en.wikipedia.org/wiki/Strategic_fithttp://en.wikipedia.org/wiki/SRI_Internationalhttp://en.wikipedia.org/wiki/Fortune_500http://en.wikipedia.org/wiki/Strategic_fit

8/10/2019 157389967 Welcome to BSES

30/48

Users of S.OT analysis need to as2 and answer questions that generate

meaningful information for ea0h 0ategory (strengths wea2nesses

opportunities and threats" to ma2e the analysis useful and find their

0ompetitive advantage$

'.' S06T analysis of company%

Strength%

+$ =eople are most valued asset

)$ =rovide roles mu0h broader in s0ope

*$ Good finan0ial support

*

8/10/2019 157389967 Welcome to BSES

31/48

0ea=ness

+$ Improper management

)$ #ore load shedding

*$ =ower 0ut off without prior noti0e

Threat%

+$ &T=6 as its 0ompetitor

)$ 6hange in government rules and regulations

6pportunity%

+$ 7:posure to /atest te0hnologi0al 2now3how

)$ .orld 0lass management pra0ti0es

*+

8/10/2019 157389967 Welcome to BSES

32/48

*$ #ultifun0tional s2ills

@$ 6ustomer %elationship #anagement

$ Fast tra02 growth

4hapetr *

46MPL#/T

A 0omplaint is finding fault with or an e:pression of dissatisfa0tion about an a0tion or

la02 of a0tion regarding our standard of servi0e$

?S7S do not 0harge a 0ustomer for ma2ing or registering a 0omplaint neither they

0harge any 0ustomer for wor2ing on a 0omplaint made$ 6omplaints made anonymously

will be 0onsidered on its merit and a0tion ta2en where it is deemed appropriate$

The pro0ess for handling a 0ustomer 0omplaint was very broad$ It was my responsibility

to get the 0omplaint done within the time limit set up by !7%6 as per its standards$

The pro0ess 0y0le is'

+$ %egister the 0omplaint

*)

8/10/2019 157389967 Welcome to BSES

33/48

)$ =rovide permit to wor2(=T." to lineman

*$ /ineman rea0hes the 0onsumer

@$ %e0tifi0ation of fault and repair

$ %estoration of supply

E$ Signing of =T. by 0onsumer

,$ /ineman provides remar2 about 0omplaint

C$ %emar2s are noted down in 0omplaint register

*.) Procedure of :andling %

)" Register the complaint

A 0omplaint 0an be made in the following ways'

M In person by 0onta0ting the 6ustomer %elations Assistant (6%A" at the 6ustomer

Servi0e 6entre or !istri0t Offi0e serving your area who will assist you to 0omplete a

6omplaints Form (in dupli0ate"

M ?y dropping or depositing a written 0omplaint into a Suggestion ?o: lo0ated at the

6ustomer Servi0e 6entre or !istri0t Offi0e

M ?y letter to the !istri0t #anager responsible for your area

M ?y phoning our 6all 6entre on ++*----CC

**

8/10/2019 157389967 Welcome to BSES

34/48

6omplaints are treated e:peditiously if 0ustomers provide the following

information where appli0able'

M &ame address telephone number a00ount number and distri0t 0ode

M &umber written in red paint on the nearest ?S7S pole to your premises

M &ature of the 0omplaint

M &ame of ?S7S offi0er who previously handled this 0omplaint to your dissatisfa0tion if

appropriate$

'" Provide permit to wor=!PT0" to lineman

A re0eipt is given to the lineman who will go for the 0omplaint$ =ermit to wor2(=T." is

given in a re0eipt form$ It wor2s as a written permission to handle the 0omplaint$ .ithout

=T. lineman 0annot attend the 0omplaint$ After getting =T. the lineman go to handle

the 0omplaint$

*" Lineman reaches the consumer

After re0eiving the =T. the lineman leaves to attend the 0onsumer$ The 0onsumer gets a

0all from the 0ustomer 0are offi0e to 0onfirm the 0omplaint so that lineman 0an attend it$

/ineman rea0hes at the 0onsumer address$

@" Rectification of fault and repair

After rea0hing to the 0onsumer the lineman see the fault of the 0onsumer and re0tify it$

Sometimes faulty is huge and sometimes it is small$ For re0tify the huge error

maintenan0e team is in0luded to wor2 with them$ sometimes the fault is not of ?S7S it is

0onsumer own fault only$

*@

8/10/2019 157389967 Welcome to BSES

35/48

" Restoration of supply

After re0tifying the error or getting the fault repair the 0onsumer is made satisfied$ .hen

the lineman doing the wor2 he shut down the supply of that lo0al area for some time so

that fault 0an be repaired$ After getting it done the supply is restored$

E" Signing of PT0 &y consumer

.hen the supply is restored the lineman as2 the 0onsumer to sign the =T. re0eipt given

by the 0ustomer 0are offi0er$ The sign is the eviden0e of attending of 0omplaint by the

lineman and faulty is 0ompletely repaired$ Signature on =T. is very mu0h required as it

wor2 as eviden0e to the offi0er$

1" Lineman provides remar= a&out complaint

After getting sign on the =T. re0eipt the lineman 0omes ba02 to the offi0e and gives

remar2s about the 0omplaint of the 0onsumer$ The lineman write the remar2s on the ba02

of the re0eipt and gives that re0eives to the 0ustomer 0are offi0er$ %emar2s 0onsist of the

wor2 done at the 0omplaint$

A" Remar=s are noted down in complaint register

*

8/10/2019 157389967 Welcome to BSES

36/48

The TOH66O re0eive the re0eipt from the lineman$ The offi0er note down the remar2

given by the lineman in the ?S7S 0omplaint register$ The offi0er notes down the remar2

and time of finishing the 0omplaint$

After doing or following the above pro0ess the pro0ess of handling one 0omplaint is

0ompleted fully$ #ay to august is the pea2 season of the 0omplaint for ?S7S$

6omplaints are handled at a good pa0e if they are less in number$

6ustomers will be entitled to 0ompensation under the terms of !7%6 if ?S7S fail to

meet the 0ommitments outlined in the terms$

*.' 7#EL3 3T 67 TR#/#/$

.or2ed * days

Shift duration C hours (C A# to @ =# and @ =# to +) A#"

&o of total wor2ing hours @)@ hours

&o of 0omplaints re0eived in @)@ hours @*+ 0omplaints

&o of brea2downs fa0ed in @)@ hours - brea2downs

*E

8/10/2019 157389967 Welcome to BSES

37/48

#a:imum duration of a brea2down fa0ed )$ hours

&o of 0omplaints made within ) hours @)* 0omplaints

&o of 0omplaints e:0eeded ) hours C 0omplaints

The above is total pra0ti0al field wor2 whi0h is gained during my internship period$ It

in0ludes all the data whi0h I had done at ?S7S$

BSES RajdhaniDYamuna Limited

*,

8/10/2019 157389967 Welcome to BSES

38/48

46MPL#/T :/3L#/$ PR64E3;RES RELT#/$

T6 3#STR#B;T#6/ /3 RET#L S;PPLY

(A==%OB7! ?9 !7%6 O& *rd >U&7 )*"

). #ntroduction%

This 16omplaint 8andling =ro0edure relating to !istribution and %etail SupplyK as approved

by the !elhi 7le0tri0ity %egulatory 6ommission is hereby adopted by the li0ensee$

'. 0here to lodge 4omplaints%

The 0onta0t telephone number(s" where 0onsumers 0an lodge their 0omplaints as also the

name and 0onta0t telephone number of the Asst$ 7ngineer 0on0erned who 0an be approa0hed

in 0ase of delay in the redressal of 0omplaint would be notified as under '

M ?y displayHdissemination of the above information on separate handouts atta0hed to the

ele0tri0ity bills from time to time

M ?y display of the above information at the ?ill 0olle0tion 0entres

M ?y !isplay on the 0ompany .ebsite

*. /ature of complaints%

M &o 0urrentHfailure of power supply

M Boltage flu0tuations

M /oad sheddingHs0heduled outages

M S0heduled outagesH load shedding

M #etering =roblems*C

8/10/2019 157389967 Welcome to BSES

39/48

*.> uery Management Process

BSES consumers can get in touch with us through any of the following touch points.

7or registering their Fueries8 grievances and getting status updates

a$ 6all 6entre 3 *-- -- ,, (?%=/" *-- -- CC (?9=/"

b$ !ivision Offi0e

0$ ?S7S .ebsite 3 www$bsesdelhi$0om

4omplaint Escalation

Level )%

#f not satisfied with the resolution received from any of the a&ove mentioned

touch points.

4onsumers may visit the 3ivision 6ffice and meet any of the following

officials with complete details%

*-

http://www.bsesdelhi.com/http://www.bsesdelhi.com/

8/10/2019 157389967 Welcome to BSES

40/48

a$ 6ustomer 6are Offi0er (66O"

b$ ?usiness #anager (between + A# to ++ A# on any wor2ing day"

0$ 6ir0le 8ead (with prior appointment"

Level '%

#n case of any undue delay in resolution of reFuests D complaints8 please get in

touch with us through any of the following%

a$ .rite an emailK

For ?S7S %a;dhani =ower /imited

brpl$0ustomer0arerelian0eada$0om

For ?S7S 9amuna =ower /imited

bypl$0ustomer0arerelian0eada$0om

b$ .rite a letter3

For ?S7S %a;dhani =ower /imited 6ustomer 6are !ept

?S7S %a;dhani =ower /imited3 ?S7S ?hawan

&ehru =la0e &ew !elhi +++-

@

mailto:brpl.customercare@relianceada.commailto:bypl.customercare@relianceada.commailto:brpl.customercare@relianceada.commailto:bypl.customercare@relianceada.com

8/10/2019 157389967 Welcome to BSES

41/48

For ?S7S 9amuna =ower /imited 6ustomer 6are !ept

?S7S 9amuna =ower /imited

Sha2ti Diran ?uilding Dar2ardooma !elhi3 ++*)

Level *%

#f still not satisfied with the resolution provided8 consumers may write to the

:ead?4ustomer Relations

For ?S7S %a;dhani =ower /imited 8ead 6ustomer 6are

?S7S %a;dhani =ower /imited3 ?S7S ?hawan

&ehru =la0e &ew !elhi +++-

For ?S7S 9amuna =ower /imited 8ead 6ustomer 6are

?S7S 9amuna =ower /imited Sha2ti Diran ?uilding

Dar2ardooma !elhi ++*)

To resolve any issue please visit our 6ustomer 6are 6enters a0ross our **

!ivisional Offi0es between -'* a$m$ and *' p$m$ from #onday to Friday$

@+

8/10/2019 157389967 Welcome to BSES

42/48

9ou may also ta2e up the matter with our senior managment at the !ivision

offi0es$ In the event your matter does not get resolved you may write to'

?9=/ 6ustomer 6are at email 'bypl$0ustomer0arerelian0eada$0om

?%=/ 6ustomer 6are at email 'brpl$0ustomer0arerelian0eada$0om

>.) BEST PR4T#4ES

Some of the best pra0ti0es or the US=5s that the ?S7S follows are different from

other firms$ As ?S7S always try to improve the standard and providing best

fa0ilities to their 0ustomers$

8aving 0lear pro0edures

=roviding a speedy response

8aving a single point of 0onta0t for 0omplainants

7ase of a00ess to the 0omplaints pro0ess

Deeping the 0omplainant informed

6omplaints are ta2en seriously

8aving follow3up pro0edures to 0he02 with 0ustomers after resolution

Using measures based on 0ause redu0tion rather than 0omplaint volume

redu0tion

7mployees are empowered to deal with the situation

@)

mailto:bypl.customercare@relianceada.commailto:brpl.customercare@relianceada.commailto:bypl.customercare@relianceada.commailto:brpl.customercare@relianceada.com

8/10/2019 157389967 Welcome to BSES

43/48

8/10/2019 157389967 Welcome to BSES

44/48

The 0onsumers had e:pressed their 0on0ern about load shedding$

6omplaints were handled within the time limit indi0ated by !7%6$

6onsumers also 0omplaint about the e:0ess billing$

>.* L#M#TT#6/S

I have fa0ed some limitations during preparing report as mentioned below'3

/a02 of se0urity for the Telephone operators and 66As$

Time 0onstraint i$e$ we had to wor2 in shifts$

/a02 of manpower at time of brea2down

Infrastru0ture of 0omplaint offi0es was less than average$

%estrooms were also not 0lean and tidy$

TOs tend to leave all responsibilities on 66As ta2ing leaves or rea0hing late for

the duty$

&ight duties required 66As to remain at seat all the time till morning$

6omplaint 0entres was far away from residen0e$

&o 0onveyan0e was provided for pi02 and drop$

&o 0omputer systems were provided to operate on Operation #anagement

System of ?S7S$

@@

8/10/2019 157389967 Welcome to BSES

45/48

&o 0anteen fa0ility

>.> S;$$EST#6/ /3 RE46MME/3T#6/

8ospitality should be in0reased for 0onsumer satisfa0tion$

Adequate manpower standing by to ta02le brea2down

Infrastru0ture of 0omplaint offi0es should be improved

All basi0 amenities should be there at 0omplaint 0entres$

7ven at night duties TOsH66As should remain at seat and at 0onsumer disposal$

6omputer systems should be provided that 0omplaint 0entres to qui02ly 0he02

status of any outage through ?S7S Operation #anagement Software$

Information about how and where to 0omplain should be well publi0i

8/10/2019 157389967 Welcome to BSES

46/48

7mergen0y e:it point should me there for safety of the employees$

For night duty se0urity guard should be there$

In summers more lineman should be allotted for the 0omplaints$

>., S;MMRY /3 46/4L;S#6/

Studies of the 0ustomer grievan0es handling pro0edure of the su00essful organi

8/10/2019 157389967 Welcome to BSES

47/48

warrant the effort$ They may believe that nothing will be done about their problem or

they are s2epti0al about businesss willingness or ability to resolve disputes fairly$ They

may have been treated badly in the past when ma2ing a 0omplaint or they may simply

not have the 0onfiden0e to ma2e a 0omplaint$

7ffe0tive 0omplaint management not only benefits the 0onsumer who will re0eive a better

and perhaps more 0ost effe0tive servi0e it is also to the advantage of the servi0e provider

as it will help improve 0onsumer satisfa0tion and retention$

It is therefore vital that 0onsumers who re0eive poor servi0e are given the opportunity and

indeed the en0ouragement to ma2e a 0omplaint$

6onsumer Fo0us a0ts as the voi0e of the 0onsumer and ma2es a real differen0e to the

lives of 0onsumers$ The organisation wor2s with businesses a0ross a wide range of

se0tors to bring about qui02 and effe0tive results for 0onsumers$

6onsumer Fo0us identified a gap in its understanding of what ma2es some mar2ets

respond better to 0onsumer 0omplaints what 0ompels some 0onsumers to abandon their

0omplaint and indeed what 0onsumers want from a 0omplaint pro0ess$

7urther8 this Project-

In0ludes the introdu0tion of the 0ompany wherein I have given the whole

pro0edure of handling 0omplaint pra0ti0ed at ?S7S

In0ludes the best pra0ti0es or US=5s of ?S7S

In0ludes the re0ommendations limitations and Findings whi0h I have analy

8/10/2019 157389967 Welcome to BSES

48/48

RE7ERE/4ES /3 B#BL#6$RP:Y%

Following .ebsites has been used for referen0e '

+ $https'HHmail$google$0omHmailHuHHinbo:

)$https'HHwww$google$0o$inHVgfeWrd0reiB2lnB>vw#u/ACgfO+oGw?gq?S7SX

*$http'HHwww$bsesdelhi$0omH8T#/Hinde:$html

@ $http'HHwww$bsesdelhi$0o$inHbses3delhi3bill3payment$htm

$http'HHen$wi2ipedia$orgHwi2iH?S7S

E$ http'HHtimesofindia$indiatimes$0omHtopi0H?S7S