1. Presented by: Dr Keya Ghosh, CUTS Calcutta Resource Centre কৃষিতে পাম্প চালাতে সমস্যা হচ্ছে, বিদু থাকছে না..... ছেলে মেয়ের পড়াশুনা.....

2. 2 Sl.NoContents 1 Overall Objective 2 Geographical Coverage and Target Groups 3 Specific Objective 4 Structure of Implementation 2 Expected Outcomes

3. 3 Form Consumer Assistance Cells (CONASC) at the Group Electricity Supply Office (GESO) level to improve and supplement the service delivery at the grassroots with focus on improving the Grievance Redressal system of the utility

4. 4 It is a 18 months project to be implemented in 9 districts of West Bengal. Funded by West Bengal State Electricity Distribution Company Limited

5. 5 Both Rural and Urban consumers & Domestic and Agricultural consumers

6. 6 1.Build consumer capacity on the rights & responsibilities of electricity consumers 2.Educate consumers on the provisions laid down in regulations regarding new & temporary connection procedures, supply quality, consumer grievance redressal mechanism, theft and energy conservation, etc 3.Organise interactive sessions involving consumers and utility officials to help in a smoother communication channel, better service delivery and hence higher consumer satisfaction

7. 7 4. CONASC will assist consumers with – Basic queries about electricity supply Filling up forms for new & temporary connections Information on relevant offices & officials, certified electricians, wiring, safety issues, etc. Understanding bills and different components & charges mentioned in it Complaint registration and required follow-up Understanding the perils and disadvantages of power theft 5. Function as a platform for a two-way communication process, from the grassroots consumers to the highest offices of WBSEDCL and vice versa. WBSEDCL officials will gain a better understanding of the issues at the grassroots consumers will have better understanding of the macro issues in service delivery that faces the utility.

8. 8 6. Act as pressure groups at the grassroots level towards improving service delivery 7. Collation of critical issues to be taken up with local utility offices all round the year 8. Maintain periodical data on complaints lodged, addressed, unresolved and forward it/take it up with the Customer Relationship Management (CRM) Cell of WBSEDCL 9. Operate a nodal assistance centre at CUTS’s office which will take up critical issues identified at the Group Electricity Supply Office (GESO) level with higher officials at the headquarters 10. Build awareness and find solutions/mechanism to plug power theft by people’s participation

9. 9 5 GESO from each of 9 Districts = 9 X 5 = 45 CCCO (GESO) WBSEDCL-CUTS Recruitment & Training of CONASC staff Awareness generation workshops/ events (45 workshops 4500 participants ) Capacity Building Workshops for consumers (45 workshops, 2250 Consumers) All year round assistance to consumers through the cells Meetings with Utility officials, Consumers & CONASC, (225 meetings, 6750 Consumers,) Progress review meeting at the Circle Office Level (every two months: 6 meetings) 18 meetings Quarterly Meeting with WBSEDCL officials at the headquarters (4 meetings) Assessment Survey 9 CONASC at 9 Districts Final Report Submission

10. 10  Higher awareness and understanding amongst consumers about their rights & responsibilities and also about supply side bottlenecks faced by WBSEDCL  A more regularised and efficient grievance redressal machinery at the grassroots.  Greater awareness and action on plugging of power theft  Improved consumer interface for WBSEDCL and hence higher consumer satisfaction  A ready channel for two-way communication between grassroots consumers & WBSEDCL.

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