Complaint Redressal System

We have a sound complaint redressal system. Complaints are received either at the central office or by telephone. We get 9 - 12 complaints per day.

We have developed a software to address complaint management. The software consists of the following:

Complaint Registration: All the complaints are registered with an auto-generated registration number on the software. A print out of the complaint registration form is given to the field staff for intervention/ maintenance. Work Assignment: The complaints are allotted to field staff in the order of priority and urgency. The field staff will visit the site and undertake repair/ maintenance and report back to office.

Work Completion: Report on redressal of complaint is entered into the software at the office.

Advantages of the Complaint Redressal System

Proper documentation made possible regarding the complaints and their redressal.
Time bound attention of complaints.
Consumer households kept in good humour and satisfied.
Assignment of duties to field staff and monitoring their work made simple and easier.
Monitoring of field level maintenance from office.
Repetition of the complaints can be identified.