BENGALURU: In order to improve its grievance redressal mechanism, Bescom is conducting Customer Interaction Meetings (CIM) in all sub-divisions.
It also plans to create a platform to have one to one interaction with complainants. This is in addition to its existing helpline.
Bescom officials stated that CIM are being conducted on the third Saturday of every month from 3 pm to 5.30 pm. The meetings are being chaired by Assistant Executive Engineers (AEE) of respective sub-divisions.
The Superintending Engineers and Executive Engineers will also chair CIM at the sub-divisions pertaining to their jurisdiction on a rotation basis.
The CIM proceedings will be recorded and consumer will be issued with an acknowledgment indicating time to resolve the problem.
Once consumer registers compliant in these meetings, it will be heard at the sub-division level. If the compliant is not addressed within the stipulated time by the concerned officials, the compliant will be escalated to next authority.
A senior officer said that the CIM has already begun. "We will soon raise awareness among people about CIMs. We want more people to participate and keep it transparent. We have already started informing people about CIM when they come to pay the bill or when the official goes on rounds for meter reading," he added.
He said the meetings will be conducted regularly and it will help us get a better understanding of the problems and we can start using more advanced methods to resolve the problems. Now complaints can also be filed on social media platforms.
