2 / All Regional Complaint Cells should has been Toll Free (U.A.N) number to enable public accessibility to concerned complaint cell free of cost. / Installation of U.A.N Numbers in Central Customer Service Centre is in process and shall be installed very soon.
3 / Aggressive publicity through Media Internet may be carried out by all Regional Complaint Cells for awareness of the public. / Internet Connection has been obtained in Central Complaint Cells. This has already been notified in the press and is being re-notified in the Press.
4 / All out efforts should be made to avoid Fatal / Non Fatal Accidents due to electrocution. / For awareness of Public, preventive measures have been sent to Press for wide publicity.
5 / Friendly relationship between the consumer and WAPDA Staff / We have friendly relationship with the Consumers & Customer friendly Policies are already in vogue. However lower formations have been directed to ensure improvement in their attitude towards public.
6 / All Complaint Cells monitored by WAPDA / DISCOS should be well equipped with Internet, Fax, Computer and Telephone and other allied facilities for prompt action / feedback. / Fax, Computer, Telephone, Internet facility have since been provided.
7 / All Complaint Cells may be delegated the powers for making upto three installments (domestic / commercial consumers electricity bills) to provide immediate relief to them. / The Power for making 3 installments in respect of Domestic / Commercial Consumers for providing an immediate relief have already been provide.
8 / All Chief Executive Officers may like to sit periodically in the Complaint Cells for some time for immediate redressal of public grievances. / One Director will sit in the Central Customer Services for one hour daily C.E.O. is already giving reasonable time and also the Chief Engineer HESCO (WAPDA) Hyderabad. The complaints are monitored and expedited for quick redressal.
9 / E-Linking facility may be provided at Revenue Officers and Sub Divisional Officers level. / E-Linking facility is being extended to Circles in the 1st instance which shall however be extended further in due course of time.
10 / All Regional Complaint Cells should have the facilities to provide duplicate bills to the consumers. / Facility for providing duplicate bills to the Consumers has already been provided in the Central Customer Service Centre. This facility is being extended and shall be available in each Divisional Customer Services Centre very soon.
11 / Quarterly meeting may be held to enhance performance of the MCC & MD. / Meetings to review progress of Complaints are already being held. These are being monitored for expeditious redressal.
IMPLEMENTATION STATUS OF
DECISIONS TAKEN IN THE MEETING AT ISLAMABAD ON 01.03.2004.