Patna: Bihar government will introduce a new grievance redress mechanism for electricity consumers from January 19, under which officials will be required to hear complaints twice a week in a bid to improve service delivery and ease of living.
The announcement was made after a video conference chaired by Manoj Kumar Singh, secretary of the energy department and chairman-cum-managing director of Bihar State Power Holding Company Limited, with senior officials of all supply circle offices across the state.
Under the new arrangement, electricity consumers will be able to present their complaints every Monday between 12:30 pm and 2 pm, and every Friday between 3 pm and 4:30 pm at their respective supply circle offices. Officers have been instructed to remain present in their offices during these hours and ensure that grievances are addressed promptly.
Singh directed officials to meet consumers with respect and sensitivity, stressing that complaints must be registered systematically and resolved without delay. He also made it mandatory for all offices to provide basic facilities such as proper seating arrangements, drinking water, and access to toilets for visiting consumers.
The initiative forms part of the state government’s Saat Nishchay-3 programme, under the theme “Sabka Samman, Jeevan Aasan” (Ease of Living), which aims to make public services more citizen-friendly and responsive.
In a parallel move aimed at industrial and high-tension (HT/LTIS) consumers, the state has shifted the weekly “open house” meeting from Thursday to Friday. The meeting will now be held every Friday from 3 pm to 4:30 pm at Vidyut Bhawan in Patna.
The open house will be attended by the energy secretary, the managing directors of South Bihar Power Distribution Company Limited and North Bihar Power Distribution Company Limited, along with other senior officials. According to Singh, the objective is to ensure that the problems of industrial consumers and investors are resolved swiftly and in a dignified manner.
Senior power officials said the new system is expected to strengthen direct communication between consumers and the electricity department, improve accountability, and significantly reduce delays in resolving long-pending grievances.
