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1

Total No. of HEIS Complaints Received = 234

From Feb 2009 till to - date

Assessment Report Assessment Report

HEIS Complaint HandlingHEIS Complaint Handling

through Customer Carethrough Customer Care -- JASJAS



2

Structure of Complaints by ProvinceStructure of Complaints by Province

Sindh, 91, 39%

Ba ochis an, 2,1%

Punjab, 140,

60%NWFP, 1, 0%

`

Total No. of HEIS Complaints Received =234Total No. of HEIS Complaints Received =234



3

2

4

17

24

2120

13

2

10

20

13

32

9

12

20

12

3

0

10

20

30

40

50

' F e b

- 0 9

' M a r -

0 9

' A p r -

0 9

' M a y -

0 9

' J u n

- 0 9

' J u l

- 0 9

' A u g

- 0 9

' S e p -

0 9

' O c t -

0 9

' N o v

- 0 9

' D e c -

0 9

̀J a n

- 1 0

` F e b

- 1 0

̀ M

a r - 1 0

̀A p r -

1 0

̀ M a y -

1 0

̀J u n

- 1 0

No. of Complaints

HEIS Complaints Received during the MonthsHEIS Complaints Received during the Months

Total No. of HEIS Complaints Received =234Total No. of HEIS Complaints Received =234



4

2

4

17

24

2120

13

2

10

20

13

32

9

23

4

11

18

23

19

13

20

22

13

2

6

21

13

6

12

20

12

3

21

0

10

20

30

40

50

' F e

b - 0 9

' M a r

- 0 9

' A p r

- 0 9

' M a

y - 0 9

' J u

n - 0 9

' J u l

- 0 9

' A u

g - 0 9

' S e

p - 0 9

' O c t

- 0 9

' N o

v - 0 9

' D e

c - 0 9

` J a

n - 1 0

` F e

b - 1 0

` M a r

- 1 0

` A p r

- 1 0

` M a y

- 1 0

` J u

n - 1 0

Received Resolved

HEIS Complaints Received Vs. ResolvedHEIS Complaints Received Vs. Resolved

Total No. of HEIS Complaints =234Total No. of HEIS Complaints =234



5

Classification of HEIS ComplaintsClassification of HEIS Complaints by Type by Type

Additional

MaterialsRequest, 41,

18%

ProductsReplacement,

107, 45%

Products

Repairing, 86,

37%

`

Total No. of HEIS Complaints Received = 234Total No. of HEIS Complaints Received = 234



6

23

18

15

1312

1110 10 10

98 8

7 7 7 76 6

5 5 5 54 4 4 4 4 4 4

36

1213

17

0

10

20

30

40

P r e s s u r e G a u g e

P o l y J o i n e

r s

T u r b o l i n e

/ R i n g

J o i n e

r s

G a s k i t o

f D i s c

F i l t e

r

W a t e r

M e t e r

G o o f P l u

g s

G a s k i t o

f S c r e e n F i l t e

r

D i e s e l E n

g i n e

S a n d

M e d i a F i l t e r

S u b - m a i n

M i n i A i r R e l e a s e V

a l v e

H a n d l e V a l v e A R

V

D o u b l e A R V

F o o t V a l v e

S u c t i o n

P i p e

B a l l v

a l v e

F l u s h

V a l v e

V e n t u

r y

D i s c

F i l t e

r S e a l

S p r a y J e t C a p s

P u m p

S e t

P V C P i p e

C o u p l e r

V a l v e

E l e c t r i c M o t o r

E l b o w

6 3 m m M T

A

P u l l y

o f P u m p

L a t e r

a l L e a k a g e s

A s s e m b l y

j o i n t f r

o m A s s e m b l y

l e a k i n g

T h r e e w a y

v a l v e

o f D i s c

F i l t e r

S a n d

B a g s

No. of Complaints

Classification of HEIS Complaints by ProductsClassification of HEIS Complaints by Products






8

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 11 1 11

0

2

4

6

8

10

F P G

F T A

6 3

k W i

l G k

i i

i k l i G l

k F l

A s s e

m b l

e d

i F i l e r

B u b b l e r s

B y P a

s s P i e

A i r

u c k i

i s s u

e i y s t e m

F e r t i l i z

e r F i l t e r

F o o t

a l e

l a m p

P V C V a l e

M a i

l ie 1

1 0 m m

P V C

M i i

p r a

y J e t s

i t h

r e e

n o z z l e s

M o t o r

t a r

t e r /

C o n

t r o l P

a n e l

b u r n

P l a t e o f h

o t a t

e r o f

d e i s e

l e n g i n e

b r o k e n

P o p s

u p s s y

s t e m

R e p l a

c e m

e n t o

f R V

i t h

i s c

F i l t e r

S i l e n

c e r f

o u n d

a t i o n

l e a k

a g e

W i t h d r

a w a l

o f s y

s t e m

d u e t

o c r o

p d a m

a g e

P r e s

s u r e

G u a

g e A d o

p t e r O -

R i n g

F e r t i l i z

e r t a n k

l b o w

No. of Complaints

Classification of HEIS Complaints by ProductsClassification of HEIS Complaints by Products




9

98 8 8 8 8 8

7 7 76

5 5 5 54 4 4 4

3

10

0

3

6

9

12

15

M i r E

j T a l p

u r F a r m

M a k h

d o m

H a s h i m

F a r m

B K h

a n F a r m

M u r t a

z a M e

h m o o

d

M i a n S a l e

e m

A n e e l a R a b a

n i K h a

r

R a h a

t M a s o o d N a

b i N u r

F a r m

M a l i k

G h u l a m

M u h a m

m e d

R a z a R

a b b a

n i K h

a r

N a e e m a A m

i n U d

d i n

M a m

a F a r m

Z a i n - u

l - A b e

d i n

N a j e e b a I j a z

G a l e w a l F a

r m

A h m e d

M u j t a

b a K h a

n

S h a f a t A

l i K h a

n

I b r a h i m

K h a

n M .

A r i f

h . M u n i r F

a r m

M u h a

m m e

d S h a k e

e l F a

r m

M a k h

d o o m A

s h f a q

u e

R a s h e e d

U d D

i n

Classification of HEIS Complaints by Projects / FarmsClassification of HEIS Complaints by Projects / Farms


No. of Complaints





11

Classification of HEIS Complaints by Projects / FarmsClassification of HEIS Complaints by Projects / Farms

2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1 1 1 1 1

0

1

2

3

4

5

M u s h

t a q G

i l l

P a r a

c h a F a

r m

S u m a

i r a R a b

a n i K

h a

K h u s

r o B a k

h t i a

I m a m

A l i B

h u r t

G h u l

a m K i b r

i y a K h a n

G e n Z i

a U l l a h

N a u s

h a b a

Z a k a

A s h

r a f f a

r

M u h a

m m a

d U s m

a n

S h a h

J a h a

n K h a n

N a d e

e m S h a

h M a t y

a r

M a r i a

M a z

a r i

J a l i l -

u - R e

h m a n

D a r s i

R a n a

W a s

e e m L

i a q u a

N a s i r

K h a

n M a g s

A h m

e d A l i

K a s h

i f M e h

m o o

d K h a

A m e e

r H a s

n a i n

K h a n

S h a h

n a z B

a h a d

u r

H a j i A

b d u l

G h a f

o o

S a r d

a r L i a q a t

A l i

K h u s

h i M o h

a m m

a d F a r

M u j e e

b u l l a

h K h a n

Total No of HEISComplaints =234Total No of HEISComplaints =234

No. of Complaints



12

22

7

17

5

94

0

20

40

60

80

100

W ih i n

4 -

7

8 - 1 5

O 1 5

I n o

`

No. of days consumed in resolving complaints No. of days consumed in resolving complaints

Total No. of HEIS Complaints = 145Total No. of HEIS Complaints = 145

No. of Complaints Resolved from SEP-2009 till To-date



13

15%

5%

12%

3%

65%

0%

20%

40%

60%

80%

100%

W ih i n

3 4 -

7

8 - 1 5

1 5

I n

`

No. of days consumed in resolving complaints No. of days consumed in resolving complaints

Total No. of HEIS Complaints = 145Total No. of HEIS Complaints = 145

Percent of Complaints Resolved from SEP-2009 till To-date



14

Confirmation of Complaints HandlingConfirmation of Complaints Handling

No. of Complaints Received & Handled in March 2010 = 20

12

0

12

20

0

5

10

15

20

25

30

35

40

o a o pla n s eplace en epa ng Ma e al Dispa ch

Fo eceive

gains

eplece en

Fa e onsen

Fo eceive

gains o plain

Handling

No on i a ion

Fo eceive

Complaints Received Complaints Handled



15


No. of Complaints Received & Handled in April 2010 = 13

4

1

8

3

10

13

0

5

10

15

20

25

30

35

40

Total Complaints Replacement Repairing Material Dispatch

Form Received

Against

Replecement

Farmer Consent

Form Received

Against Complaint

Handling

No Confirmation

Form Received

`




16


No. of Complaints Received & Handled in May 2010 = 32

13

32

21

10

1

19

0

0

5

10

15

20

25

30

35

40

Total

Complaints

Replacement Repairing New Material

Request

Material

Dispatch Form

Received

Against

Replecement

Farmer

Consent Form

Received

Against

Complaint

Handling

No

Confirmation

Form Received

`




17


No. of Complaints Received & Handled in March-May 2010 = 65

29

9

27

1

21

43

5

0

10

20

30

40

50

0

70

0

o al

o plain s

eplace en epai ing New Ma e ial

eques

Ma e ial

Dispa ch Fo

eceive

gains

eplece en

Fa e

onsen Fo

eceive

gains

o plain

Handling

No

on i a ion

Fo eceive

¡




18

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