Subject:-Special Duties assigned to Jt.Directors /ADOV's /Dy.Directors /ACs with regard to Consumers Grievances /complaints regarding replacement of Defective Water Meters and Billing related issues.

In order to safeguard the interests of consumers under the Consumer Protection Act, 1986,special duties have been assigned to Jt. Directors/ADOIV's/Dy. Directors/ACs of Delhi Jal Board with immediate effect in addition to their own duties for the redressal of their grievances/complaints of the following natures:-

To make the system more consumer friendly and effective, the following guidelines be strictly adhered to:-

1. All the ZROs/Addl. ZROs must be available in their offices between 10.00 a.m. to 1.00 p.m. for attending to the consumers complaints.

2. All the ZROs must maintain a complaint register wherein all complaints received by his/her office should be entered and the status of the complaint should be updated.

3. Every complaint should be settled on the spot except those complaints where detailed investigation and approval of the Higher Authorities is required. In these circumstances the Consumer should be intimated in writing under proper acknowledgement. In such case the case file be submitted to the Competent Authority for disposal of dispute/disputes and redressal of grievances.

4. For immediate redressal of grievance, Jt.Directors/ADOV/Dy.Directors/ACs are assigned Zones as mentioned below. They would be available in the office of the zones on days mentioned against each. They are directed to attend to the complaints/grievances, on the same day itself.

5. Appropriate Sign Board displaying the schedule of attending public grievances be installed in the respective offices.

Further, all the above officers will submit their weekly progress report to DOR on every Monday. The first weekly report is required on 12.9.2005.
The revised Delegation of Powers vested to Dy.Directors (Revenue) vide Office Order No. 120 dated 25.7.2005 may also be exercised by the all ACs/ADOV-II during redressal of grievances of consumers. (Copy enclosed).

This issues with the approval of the Competent Authority.

 
Director (Revenue)