GE/CHD/T-37/2026-27

Setting Up the complaint cell within the AOR of GE Chandigarh at two locations at (N Area complex and k area complex separetely), area as decided by GE; providing infrastructure required in Complaint cell i.e. computer, furniture, stationary to establish a new complaint centre at 'N area and 'K' area for B/R, E/M and BSO complaints, which will be able to receive and manage complaints from the users by all means including complaint mechanism through automation tools/ application i and to maintain a consolidated list of complaints and its redressal mode indicating all its relevant data. as directed by Engineer-in-charge.

Procedure to be followed for redressal of complaint lodged:- (i) Download the complaints from Service Request Tracking and Response System (STARS) developed by VYNUS SOLUTIONS or other online complaint lodging system and taking printout of the complaints. (ii) Operator shall then devide the complaints as per the areas of respective AGEs. (iii) Complaint slip should be printed in triplicate, one copy of complaint shall be retained in complaint centre and rest shall be handed over to Supervisor/JE as per direction of engr-in-charge. (iv) JE/Tradesman/Supervisor will be responsible for collection of store required to address the complaint from concerned JE/SKT and to distribute and assign the complaints to the tradesmen. (v) At the end of each day, summary of complaints shall be prepared and generated indicating Number of complaints lodged, attended in time, Reasons for not attending, probable time required for attending the pending complaints etc. (vi) JE-in-charge of MES will review the complaints recorded in the system on daily basis and will carry out personal inspection of complaints attended and its status and will take remedial measures in this regard.

Rate Quoted against item no. 1.00 shall include cost of the following:- (i) Deployment of Computer data operator alongwith a computer including all connected accesssories e.g UPS, printer with stationery. (ii) Operator shall be able to manage all the necessary activities as described above and having qualification as intermediate with minimum one year certificate course of computer applications (from a Govt recognized institute) or anyone having qualification than as mentioned before. Minimum sepcifications of the computer shall be Intel celeron i5 processor, with 8 GB RAM, 256 GB SSD, 15.6-inch FHD anti-glare display, with Windows 11 Home onboard & UPS. Printer shall be All-in-one of canon or HP make including cartridge supply for the entire contract period. (iii) Provision of Furniture which includes computer table with revolving chair 01 Nos., 4 Nos visitor chairs. (iv) provision and installation of CCTV camera outside the complaint cell. CCTV camera shall be IP-66 rated, 2MP PoE-enabled bullet camera with IR range > 30m, WDR, H.265+, verifocal 2.8-12 mm lens, complete with CAT6 UTP cabling, PoE switch, NVR with 30-day recording capacity and UPS back up as per site requirement.