Negligence in Power Department: Fuse Call Center Staff 'Unresponsive', Consumers Left Waiting in the Dark All Night
Patna/Bihar: Despite tall claims of improved electricity supply across Bihar, the ground reality remains starkly different, especially amidst the sweltering heat and humidity. A recent incident highlights the gross negligence of local electricity department 'Fuse Call Centers,' where staff members on duty seemed to abandon their responsibilities during the night. With power outages lasting for hours, consumers who attempted to reach out to the designated call center numbers were met with silence, leaving them to struggle in the dark throughout the night.
Shirking Responsibilities: No Response to Distress Calls
According to departmental mandates, all Fuse Call Centers are required to remain operational 24/7 to ensure the prompt resolution of complaints. However, the reality at these centers during nighttime hours is quite different. Reports from across several districts, including Patna, consistently reveal that when power cuts occur in the middle of the night, the staff on duty either do not answer the phone or leave it off the hook.
Sharing their frustration, one consumer stated, "The power went out at 2:00 AM, and we called the Fuse Call Center number multiple times. The phone kept ringing, but no one picked up. If the department promises 24-hour service, where were the staff members sleeping?"
Departmental Claims Prove Hollow
High-ranking officials of the power company frequently claim that 'hunting numbers' and other modern systems have been implemented to resolve complaints efficiently. However, the experience of consumers exposes these claims. Even with a hunting number system in place, if the staff themselves are missing from their posts or are indifferent, registering a complaint becomes impossible.
'Convenience' in Name Only, Heavy on Trouble
While the electricity department has introduced various channels such as the 'Suvidha' app, the 1912 helpline, and WhatsApp chatbots, consumers in rural and semi-urban areas still rely heavily on the traditional Fuse Call Centers. The failure of these centers disproportionately affects those who are not tech-savvy enough to navigate online portals to register their grievances.
Official Silence and Growing Issues
According to sources, the lack of monitoring of staff on night shifts is the primary reason for this negligence. Executive Engineers are tasked with supervising the Fuse Call Centers in their respective jurisdictions, but a lack of surprise inspections has emboldened the staff.
Consumers Demand Accountability
Outraged by this lackadaisical attitude, consumers are demanding strict action against such negligent call centers. Simply issuing a phone number is not enough; the electricity department must ensure that consumers' concerns are addressed even in the middle of the night.
Currently, the public’s patience is wearing thin due to the department's "slumber." If the department does not bring transparency and accountability to its operations soon, consumer frustration may spill out onto the streets in the coming days.
