Presented by: Dr Keya Ghosh, CUTS Calcutta Resource Centre , ..... .....

Sl.NoContents1Overall Objective2Geographical Coverage and Target Groups3Specific Objective4Structure of Implementation2Expected 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

It is a 18 months project to be implemented in 9 districts of West Bengal.

Funded by West Bengal State Electricity Distribution Company Limited

Both Rural and Urban consumers

&

Domestic and Agricultural consumers

Build consumer capacity on the rights & responsibilities of electricity consumers

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

Organise interactive sessions involving consumers and utility officials to help in a smoother communication channel, better service delivery and hence higher consumer satisfaction

CONASC will assist consumers with Basic queries about electricity supply Filling up forms for new & temporary connectionsInformation on relevant offices & officials, certified electricians, wiring, safety issues, etc.Understanding bills and different components & charges mentioned in itComplaint registration and required follow-up Understanding the perils and disadvantages of power theft

Function as a platform for a two-way communication process, from the 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.

Act as pressure groups at the grassroots level towards improving service delivery Collation of critical issues to be taken up with local utility offices all round the yearMaintain periodical data on complaints lodged, addressed, unresolved and forward it/take it up with the Customer Relationship Management (CRM) Cell of WBSEDCL Operate a nodal assistance centre at CUTSs office which will take up critical issues identified at the Group Electricity Supply Office (GESO) level with higher officials at the headquartersBuild awareness and find solutions/mechanism to plug power theft by peoples participation

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

A ready channel for two-way communication between grassroots consumers & WBSEDCL.