BANGALORE ELECTRICITY SUPPLY COMPANY LIMITED
CITIZEN’S CHARTER
TABLE OF CONTENTS
1.0 Introduction and Background
2.0 Vision
3.0 Mission
4.0 Objective of Citizen’s Charter
5.0 Stakeholders / Consumers
6.0 Key Information
7.0 Services
8.0 Grievance Redressal Mechanism
9.0 List of Primary Responsibility Centres
10.0 Expectations from Service Recipients / Consumers
1.0 Introduction and Background of the Company
In 1999, the Government of Karnataka introduced reforms in Karnataka Power
Sector by enacting the Karnataka Electricity Reforms Act. As the first step, the
erstwhile Karnataka Electricity Board, which was responsible for power
transmission and distribution within the State of Karnataka, was corporatized
as Karnataka Power Transmission Corporation Limited (KPTCL) with effect from
1.8.1999. KPTCL remained as a transmission company. Distribution of power
was entrusted to four regional distribution companies with effect from
1.6.2002 namely BESCOM, HESCOM, MESCOM and GESCOM. One more
distribution company by name CESC was formed in Mysore with effect from
1.4.2005 by bifurcating the jurisdiction of MESCOM.
Bangalore Electricity Supply Company which was brought into existence as a
part of reform process with effect from 01.06.2002 has been entrusted with
distribution of power in the districts of Bangalore Urban/Rural, Kolar, Tumkur,
Ramanagar, Chikkaballapura, Chitradurga and Davangere Districts.
1
Profile
Area covered 41,092 Sq.Kms.
Districts 8
Population: 2.07 Crores
Distribution Transformers as on
176952
31.3.2013 :
Length of HT Line as on 31.3.2013 : 80187 Circuit kms
Length of LT Line as on 31.3.2013: 155072 Circuit Kms
No. of employees as on 31.3.2013
Sanctioned : 17501
Working : 10698
Total assets as on 31.3.2013
Gross block : Rs.4884.47 Crores
Net block : Rs.3296.13 Crores
Turnover during 2012-13 : Rs.11106.89 Crores
Sub Stations : 440
83.56 lakh as on 31.03.2013
Total no. of Consumers :
Category of consumers 31 -Mar -2013
LT Category : Rupees in Lakhs
Domestic: 64.35
Commercial : 07.74
Irrigation Pump sets: 07.02
Industrial: 01.59
Water Supply: 00.48
Public lighting : 00.52
Others: 01.76
83.46
Total :
HT category :
Industrial
Commercial
00.10 Lakhs:
Lift Irrigation
Residential:
Total 83.56 Lakhs
2
2.0 Vision
The vision of BESCOM is to become number one in customer satisfaction in
South Asia in Power distribution.
3.0 Mission
To ensure absolute consumer satisfaction and continuous profit in business.
1. By ensuring total employee satisfaction.
2. By developing infrastructure commensurate with growth, thus ensuring
reliable and quality power supply.
3. By using best technology in communication and best practices in power
sector.
4.0 Objective of Citizen’s Charter
This Citizen’s Charter represents the commitment of the BESCOM towards
the standard, quality and time frame of service delivery, grievance redressal
mechanism, transparency and accountability. The main objective of this
Citizen’s Charter is to educate and empower the citizens in relation to the
public service delivery rendered by BESCOM. This document declares the
intention and the commitment of BESCOM for providing quality services,
taking into account the requirements and expectations of consumers while
also maintaining standards of services.
This citizen’s charter is a document that
Communicates the services of BESCOM
Specifies the service standards, complaints handling and redressal standards,
primary responsibility centres and the next higher authority.
Provides details on the grievance redressal mechanisms.
Serves as a resource directory providing information on the services,
procedures, personnel and contact persons from head office to the field
level, responsible for implementing the charter and providing quality service
to the consumers of BESCOM.
3
5.0 Stakeholders / Consumers
1. ALL consumers of BESCOM.
2. All employees of BESCOM.
3. KERC, KPTCL, CERC, Electrical Inspectorate and other ESCOMS in the State.
4. Government of Karnataka – Department of Energy.
5. Government of India - Ministry of Power.
6. Vendors, suppliers and contractors of BESCOM
7. BESCOM Employee Organizations and other citizen organizations,
institutions, Universities or Research Institutions having relationship with
BESCOM.
A consumer means any person who is supplied with electricity for his own use
by a licensee under the Electricity Act 2003 or any other law for the time being
in force and includes any person whose premises are for the time being
connected for the purpose of receiving electricity with the works of the
licensee.
6.0 Key Information
Organisation Structure
4
Zonal Office is headed by an Officer of the rank of a Chief Engineer (CE).
Circle Office is headed by Officer of the rank of a Superintending
Engineer (SE).
Division is headed by Officer of the rank of an Executive Engineer (EE).
Sub Division is headed by Officer of the rank of an Assistant Executive
Engineer (AEE).
BESCOM CORPORATE OFFICE
GM (QS & S)
GM (Power Purchase)
Director Technical
GM (Procurment)
GM (Das & Smart Grid)
GM ( F & C)
GM ( Expenditure)
Director Finance
GM ( Revenue)
CGM (Operations
GM ( F & T)
Managing CGM (CA)
Director
GM (Projects)
GM (DSM)
GM (IA)
GM (M & C)
GM (Admin & HR)
GM (ICT & MIS)
GM (CR)
SP Vigilance
5
7.0 Services
KERC schedule of services
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
KERC Standards of Performance will be followed for such services/cases that are
not covered by the above Service Standards.
8.0 Grievance Redressal Mechanism
BESCOM has put in place, various for Grievance Redressal mechanisms.
1. "Public Grievance Redressal System (PGRS)"
This is the multi-point Public Grievance Redressal System developed in order
to provide an effective grievance redressal mechanism. The system has been
so designed that it would cater to the redressal of grievances related to
electricity and its un‐interrupted supply in the circle 24/7.
The web based PGRS system can be accessed from anywhere through internet
to log complaints. Any consumer can log his/her complaints directly by PGRS
website to central database without username & password with basic internet
connection and by own computer or mobile hand held devices. Consumer
query will be received with a docket number as a feedback.
BESCOM has made efforts to ensure that the PGR system is customer friendly
& can be accessed by their consumers through different modes. Complaints
can be made via –
Website - (http://bescompgrs.com/)
Email – [email protected]
SMS - (9243150000)
Consumer can send SMS to 9243150000 to register their complaint in the
format given below:
o BESCOM < Sub- division code>< Nature of complaint>
o Eg: BESCOM N2 No Power Supply since 10.10 PM
The functioning of application is as follows:
22
o Once the SMS is received, consumer gets back the acknowledgment
message with ticket number. If Consumer does not receive
acknowledgement message he/she can call to 080-22873333 or mail to
[email protected]
o The application forwards complaint message to the concerned Sub-
Divisional AEE, EE for necessary action.
Facebook
Telephone - (080 – 22873333)
CATEGORISATION OF GRIEVANCES IN PGRS-BESCOM AND REDRESSAL
STANDARDS
(Indicative maximum time limit for rendering service)
Duration
Category Nature of complaints Sub Category
Urban Rural
Fuse off Call 4 hrs 24 hrs
Snapping of Wires 6 hrs 24 hrs
Falling of trees on overhead 10 hrs 24 hrs
lines
Failure of Power 11kV Overhead breakdown 6 hrs 24 hrs
A
supply 11kV UG cable breakdown 24 hrs 24 hrs
LT Line breakdown 6 hrs 12 hrs
Service main(UG/OH) 24 hrs 48 hrs
Meter burnt out 24 hrs 48 hrs
Safety issues 1 hr 1 hr
Reconnection after payment of 24 hrs 48 hrs
Disconnection and dues
B
Reconnection Reconnection when 6 hrs 24 hrs
disconnected by over sight
High/Low Voltage 15 days 15 days
C Voltage Complaints
Voltage Fluctuations 4 days 8 days
Replacement of MNR/Faulty 7 days 10 days
Meters
Metering and Meter
D Meter Not Read by MR 2 days 3 days
Reading
Accidental breakage of Meter 8 days 8 days
Seals
E Billing Issues Wrong Reading by MR 2 days 8 days
23
Excessive billing/ Amount
already paid by consumer
shown as arrears / Posting of
1 day 1 day
wrong Reading/ Door Lock/
Average Bill for MNR
installations
Wrong application of Tariff 8 days 8 days
Any Short Claims in the
monthly bill without furnishing
3 days 3 days
the details to the consumer
Water Supply
Domestic
F TC failure Complaints 24 hrs 72 hrs
Mixed load
Irrigation
Straightening of bent pole 3 days 3 days
Replacement of damaged pole 15 days 15 days
G Others Shifting of Poles 15 days 15 days
Tree trimming 7 days 7 days
Theft 1 Month 1 Month
Allegations on staff 1 Month 1 Month
Others 1 Month 1 Month
2. 24x 7 Helpline
A 24X7 Customer Helpline is functioning in the premises of corporate
office, Bangalore. The helpline number is 080- 22873333.
There are 150 Customer Support Executives, 12 Team Leaders and 4 Team
Managers, in charge shift Assistant Engineers with supporting staff are
functioning in the Customer Service Centre, to facilitate consumers. An
additional 15 seater helpline is also functioning at Rajajinagar with 60
Customer Support Executives, 4 Team Leaders and 4 Team Managers.
BESCOM has enriched its Customer helpline through the latest technologies
where all the conversations between executives and consumers are being
recorded.
Through this system BESCOM is ensuring that call auditing is done which in
turn enhances the quality of service being rendered to our consumers.
24
3. Customer Interaction Meeting
For better consumer service and timely disposal of consumer complaints,
Customer Interaction Meeting will be held once in a month in all the Sub
Divisions to resolve and redress the complaints of consumers.
Meeting venue, date and time will be published well in advance by the Sub
Divisional Office through local newspapers, handbills, notice board and
electronic media.
CIM schedule is available in the website to ascertain date and time of the
CIM meeting well in advance.
CIM is a consumer participatory. Here consumers can voice their
grievances. The same will be heard and CIM proceedings will be recorded,
videographed and will be uploaded in Youtube. Consumer will be issued
with an acknowledgement indicating time to resolve the problem.
In CIM, once consumer registers complaint, complaint will be heard at the
Sub Divisional level. If the complaint is not addressed within the stipulated
time by the concerned, the complaint will be escalated to next authority.
In case, if the consumer is not satisfied with the service, consumer can also
appeal to Consumer Grievance Redressal Forum (CGRF), which is a quasi -
judicial body.
4. Consumer Grievance Redressal Forum
The Electricity Act 2003 has come into effect from 10th June 2003. In exercise
of powers conferred on the Commission by Section 181 read with sub-section
(5), (6) and (7) of Section 42 of the Electricity Act, the Regulations relating to
Consumer Grievance Redressal Forum and Ombudsman has been issued. The
objective of this Regulation is to protect the interests of electricity consumers
and to give them an additional Forum to bring their complaints and grievances
before the Forum and Ombudsman for quick Redressal.
BESCOM has constituted a Consumer Grievance Redressal Forum consisting of
the following members for the benefit of its consumers in Bangalore Urban,
Bangalore Rural, Ramanagar, Kolar, Chikkaballpura, Tumkur, Davanagere and
Chitradurga.
25
The Pattern of Consumer Grievance Redressal Forum in Revenue Districts
Name
Sl Name of Member
Nominated Forum's Head
N Revenue Chairperson Nominated by
by Hon'ble Quarters
o District BESCOM
KERC
West Circle
Superintending Office,
Executive
Engineer(El.,), BESCOM, 2nd
Bangalore Engineer (El.,) East To be
1 West Circle Block,
Urban Circle nominated
Mob : 9449050909 Rajajinagar.
Mob :9449844866
Bangalore -10.
Ph:080-23132113
East Circle Office
No.12, Karur
Executive Road, Tasker
Superintending
Engineer (El.,), Town,
Bangalore Engineer(El.,), To be
2 West Circle Banagalore-
Rural East Circle nominated
Mob: 9449844839 560051
Mob :9449844799
BESCOM,Shivajin
agar
Ph: 22863422
Division
Superintending Executive office,BESCOM,
Engineer (El.,), Engineer (El.,), To be Ramanagar -
3 Ramanagar
Bangalore Rural Circle, Kolar Division nominated 571511
Mob: 9448279007 Mob :9448279019 Land Line: 080-
27271385
Executive O&M Circle
Superintending
Engineer (El.,), Office, BESCOM,
Engineer (El.,), Kolar To be
4 Kolar Ramanagara Kolar-563101.
Circle nominated
Division Ph: 08152-
Mob: 9448279008
Mob 9448279026 220641
Superintending Executive Division Office,
Engineer (El.,), Engineer (El.,) BESCOM,
Chikka- To be
5 Bangalore Rural Area Chikkaballapura Chikkaballapura-
ballpura nominated
Zone Division 562101
Mob: 9448452103 Mob: 9448279023 Ph:08156-272671
26
Superintending Executive O&M Circle
Engineer (El.,), Engineer (El.,), To be Office, BESCOM,
6 Tumkur
Tumkur Circle Tumkur Circle, nominated Tumkur -572102
Mob: 9448279006 Mob :9448279388 Ph:0816-2278599
O&M Circle
Superintending
Executive Office, BESCOM,
Engineer (El.,),
Engineer (El.,), To be Davanagere -
7 Davanagere Davangere Circle,
Davanagere Circle nominated 577002
Mob: 94482 79094
(M): 9448279330 Ph: 08192-
263616
O&M Division
Superintending Executive
Office, BESCOM,
Engineer ((El.,), Engineer (El.,),
To be Chitradurga -
8 Chitradurga Chitradurga Zone Davangere
nominated 577501
Mob:9448279580 Division
Ph: 08194-
Mob:9448279012
223125
The Ombudsman
If the consumer is not satisfied with the orders of the CGRF, he/she can make
further representation to the Ombudsman constituted by Karnataka Electricity
Regulatory Commission within 30 days from the date of the Order of the
Consumer Grievance Redrressal Forum.
Contact Details of the Ombudsman:
The Ombudsman
Karnataka Electricity Regulatory Commission,
6th Floor, Mahalakshmi Chambers,
MG Road, Bangalore - 560001
Tel: 91-80-25320213, 214, 339, 765
Fax: 91-80-25320338 email:
[email protected] Email:
[email protected] 27
9.0 List of Primary Responsibility Centres
Sl. Circle Division EEContact No & Sub Division AEE e-mail ID
No e-mail ID Contact No
1 Jayanagar 94498 444612 S1 94498 44661 [email protected]
2 eesouth.work@ S2 94498 44662 [email protected]
3 gmail.com S5 94498 44665 [email protected]
4 S6 94498 44660 [email protected]
5 S9 94498 44669 [email protected]
South
6 Kormangala 94498 44613 S3 94498 44663 bcss3aee.work @gmail.com
7 eeadnlsouth.work S4 94498 44664
[email protected]8 @gmail.com S7 94498 44667
[email protected]9 HSR 94498 44825 S8 94498 44668
[email protected]10 eehsr.work@ S10 94498 44670
[email protected]11 gmail.com S11 94498 44826
[email protected]12 S12 94498 44827
[email protected]13 Indiranagar 94498 44616 E3 94498 44673
[email protected]14
[email protected] E4 94498 44674
[email protected]15 om E6 94498 44676
[email protected]16 E7 94498 44677
[email protected]17 Shivajinagar 9449844617 E1 94498 44671
[email protected] eeadnleast.work
East
19 @gmail.com E5 94498 44675
[email protected]20 E8 94498 44678
[email protected]21 E9 94498 77171
[email protected]22 Vidhanasoudh 94498 44618 W3 94498 44683
[email protected]23 a
[email protected] W4 94498 44688
[email protected]24 om W5 94498 44685
[email protected] 28
25 Peenya 94498 44609 N4 94498 44654
[email protected]26 eeadnlnorth.work@g N5 94498 44655
[email protected]27 mail.com N7 94498 44657
[email protected]28 Malleswaram 94498 44606 C1 94498 44641
[email protected]29
[email protected] C2 94498 44642
[email protected] North
31 C6 94498 44646
[email protected]32 Hebbal 94498 44607 C4 94498 44644
[email protected]33 eeadnlcentral.work C5 94498 44645
[email protected]34 @gmail.com C7 94498 44647
[email protected]35 C8 94498 44896
[email protected],
36 Rajajajinagar 94498 44608 N1 94498 44651
[email protected]37 eenorth.work@gmail. N2 94498 44652
[email protected]38 com N3 94498 44653
[email protected]39 N6 94498 44656
[email protected]40 N8 94498 44897
[email protected] West
41 R.R. Nagar 94498 44619 W1 94498 44681 [email protected]
42
[email protected] W2 94498 44682
[email protected]43 m W6 94498 44686
[email protected]44 W7 94498 44894
[email protected]45 Kengeri 94498 77033 K1 94498 44687
[email protected]46 Eekengeri.work K2 94498 44892
[email protected]47 @gmail.com K3 94498 44893
[email protected] 29
48 Nelamanag Dodaaballapura 94482 79080 [email protected]
49 ala Division 9448279025 Magadai 94482 79078 [email protected]
50 eerunbescom02 TAVAERKERE 94498 44871 [email protected]
51 @yahoo.co.in Nelamangala 94482 79077 [email protected]
52 Kudur 94480 42373 [email protected]
53 Yelahanka 9448279024 Devanahalli 94482 79082 [email protected]
54 Division [email protected] Hosakote 94482 79084 [email protected]
55 Nandagudi 94482 79085 [email protected]
56 Ramanagar 94482790276 Bidadi 94480 94839 [email protected]
57 Division [email protected] Channapattana rural 94482 79091 aee.rmgm@ gmail.com
BRC
urban
59 Kanakapura rural 94482 79087
[email protected]60 Kanakapura urban 94482 79086
[email protected]61 Ramanagar rural 94480 88763
[email protected]62 Ramanagar urban 94482 79088 aee.
[email protected]63 Sathnur 94482 79087
[email protected]64 Chandapur
[email protected] Anekal 94482 79092
[email protected]65 a division 9448279027 Chandapura 94482 79093
[email protected]66 Attibele 94498 44891
[email protected]67 Kolar 9448279019 Kolar rural 94482 79060
[email protected]68 division eeklrdvn.work Kolar urban 94482 79059
[email protected]69 @gmail.com Srinivaspura 94482 79063
[email protected] Kolar Circle
70 Chikkaballa 9448279023 Bagepalli 94482 79071 [email protected]
71 pura ee_bescom_cbp Chikkaballapura 94482 79069
[email protected] @yahoo.in rural
30
72 Chikkaballapuraurba 9448279068 [email protected]
n
73 Gowribidanur 9448279073 [email protected]
74 Gudibande 9448279072 [email protected]
75 KGF 9448279020 Bangarpet 9448279065 [email protected]
76 Division eekgfdvn.work KGF 9448279064 [email protected]
77 @gmail.com Malur 9448279066 [email protected]
78 Mulubagal 9448279067 [email protected]
79 Chinthama 9449844851 Chinathamani rural 9448279062 [email protected]
80 ni division Eebescomcmy Chinathamani urban 9448279061 [email protected]
81 @gmail.com Shiddlagatta rural 9448279076 [email protected]
82 Shiddlagatta urban 9448279074 [email protected]
83 TUMKUR 9448279016 TUMKUR CSD1 9448279045 [email protected]
84 eeetumkur @ TUMKUR CSD2 9448088690 [email protected]
85 rediffmail.com TUMKUR RSD 1 9448088760 [email protected]
86 TUMKUR RSD 2 9448279046 [email protected]
87 GUBBI 9448279047 aeebescomgubbi @ gmail.com
88 NITTUR 9448279048 aeebescomnittur @ gmailcom
TUMKUR
90 TIPTUR TIPTUR 9448279050
[email protected]91 9448279017 TURUVEKERE 9448279052
[email protected]92 umashankarak2003 CHIKKANAYAKANAH 9448279051
[email protected] @yahoo.co.in ALLI
93 MADHUGI 9448279018 MADHUGIRI 9448279053
[email protected]94 RI eemdgdvn.work SIRA USD 9448279055
[email protected]95 @gmail.com SIRA RSD 9448279056
[email protected] 31
96 KORATAGERE 9448279058 [email protected]
97 PAVAGADA 9448279057 [email protected]
98 KODIGENAHALLI 9448279054 [email protected]
99 DAVANGER 9448279012 DAVANGERE CSD1 9448279028 [email protected]
100 E [email protected] DAVANGERE CSD2 9448279029 [email protected]
101 om DAVANGERE RSD 9448279030 [email protected]
102 ANAGODU 9448094833 [email protected]
103 JAGALUR 9448279031 [email protected]
104 CHANNAGIRI 9448279032 [email protected]
105 SANTEBENNUR 9448279033 [email protected]
106 HARIHARA 9448279013 HARIHARA 9448279034 aeehrrbescom @gmail.com
DAVANGERE
107 d maheshwarappaee @ HONNALLI 9448279035 [email protected]
108 gmail.com HARAPANAHALLI 9448279036
[email protected]109 CHITRADU 9448279014 CHITRADURGA CSD 9448279037
[email protected]110 RGA
[email protected] CHITRADURGA RSD 9448279038
[email protected] m
111 HOLALKERE 9448279040
[email protected]112 HOSADURGA 9448279039
[email protected]113 HIRIYUR 9448279015 HIRIYURU 9448279041
[email protected]114 eehiriyurdvn.work@gma CHALKERE 9448279042 aeechallakeresubdivision.work@
il.com gmail.com
115 MOLKALMUR 9448279043
[email protected] m
32
10.0 Expectations from Service Recipients / Consumers
Ensure the wiring etc. are designed and executed by Licensed Electrical
Contractors and obtain work completion certificates from them in their
standard format which should contain their License details.
To provide proposals/applications complete in all respects with requisite
documents containing correct and reliable information
Contact BESCOM Jurisdictional Office directly for any help and avoid third
party involvement.
Ensure all safety norms such as safe distance from bare conductors,
installations and equipment are followed and avoid accidents and damages.
Consult and co-operate with BESCOM Officials for proper services, not only
for you but also for other consumers.
Report any unsafe conditions in the vicinity so that line interruptions are
avoided.
Participate in Customer Interaction Meetings held in your nearest Sub-
Divisional Office and provide valuable suggestions / feedback for
improvement of quality of services.
In case of problems in service, lodge the complaints with our Customer
Response Centre at 080-22873333.
Pay Bills in time and avoid supply interruptions.
Citizen/Consumers are our partners hence contact us for changes in your
service requirements if any and avoid penalty etc.
33
