- By Akansha Pandey
- Wed, 22 Oct 2025 03:16 PM (IST)
- Source:JND
The new electricity system is being implemented in the capital starting November 1. After outlining how the electricity department will operate, a framework for how this new system will assist consumers has also been released.
This framework details where consumers can file electricity-related complaints, how they will be resolved, and who will be responsible for monitoring. If a consumer is not "online-friendly," they can also register their complaint at one of the 21 helpdesks being opened at key locations in the city. This arrangement will be continuous.
The management's objective is two fold: to resolve consumer complaints on a priority basis and to curb other expenses, such as the monthly salary budget. Under the new system, hundreds of employees and engineers will be reduced from the capital, which will save crores of rupees in salaries each month.
The framework is as follows:
- Information from consumers (received via 1912, the control room, or officials) will be sent to the relevant engineers and staff through an updated software. They must then fix the fault and restore power. Control room staff will be responsible for monitoring and ensuring the timely resolution of the problem, which will be recorded in the system.
- To correct erroneous electricity bills, consumers can apply through any medium: the consumer app, 1912, or a consumer help center. The work will be randomly allotted to personnel stationed at the Executive Engineer (Billing) office. The process will be "faceless." Relevant documents will be accepted via WhatsApp, the consumer app, or the help centers.
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- Applications for new connections will be made on the Jhatpat portal and Nivesh Mitra portal, based on the required load. A report will be uploaded to the portal in compliance with departmental rules. Further action will proceed once payment is submitted. Meter installation will be carried out by the designated agency or a departmental team.
- The Executive Engineer (33 KV) and Executive Engineer (11 KV) will be able to utilise staff as per their requirements. Contractual staff will also be used for revenue collection.
- The Executive Engineer (Billing), Executive Engineer (Collection), Executive Engineer (Meter), and Executive Engineer (RAIDS) will utilise the Junior Engineers and contractual staff allotted to them based on availability.
- The locations of helpdesks and offices may also be changed upon the direction of the Managing Director, based on necessity.
- Vehicles will be available 24/7 at electricity substations.
- Directions have been given to establish the helpdesk system before November 1, 2025.
- As a result of this "urban restructuring," no regular posts will be eliminated or created. Staff will be adjusted within the DISCOM (Distribution Company).
- To implement the new system, the Chief Engineer (Distribution) will be responsible for its widespread publicity in the public and consumer interest. This includes displaying the names, addresses, and phone numbers of the new system's officers and employees on walls, hoardings, and name-plates.