To address the power supply related complaints on a proactive basis and provide effective, assured and timely services to the customers several power distribution companies and state electricity boards have set up an Electricity Call Centers. These call centers work round the clock to receive customer complaints through several channels such as telephone, fax, email, etc. The telephone number 1912 is specifically allotted to Electricity Call Centers for handling power supply related complaints.
The customer complaints are registered and forwarded to the field personnel for timely action and rectification. The status of the complaint is periodically tracked and updated. The customer can know the status of the complaints registered by contacting the call center personnel. In case the complaint is not resolved within a specified time limit, the complaint is escalated to the notice of higher authorities for expediting the resolution process.
The Electricity Call Centers are managed through specially designed software solutions, which form the backbone of operations. The software deployed may vary from technically advanced to simple solutions. The software generally comprise of Contact Management Solution and/or Process Monitoring Solution. These call centers are either managed by the utility’s personnel or outsourced to third parties.
Electricity Call Centers have been implemented in the states of Tamil Nadu, Andhra Pradesh and Karnataka. In the states such as Rajasthan, Delhi, Madhya Pradesh, etc the call centers are at the various stages of implementation. With the help of these call centers the distribution utilities have been able to conform to the stringent service levels defined by their respective state Electricity Regulatory Commissions.