Consumer is King; PSPCL expanding its service line for its consumers -Grewal
Kanwar Inder Singh/ royalpatiala.in/ Chandigarh
Punjab State Power Corporation Limited, on Tuesday, expanded its Electricity Call Centre 1912 by increasing total channels to 120. A newly constructed Electricity Call Centre building at 66 KV GIS Substation, Chaura Bazar, Ludhiana was inaugurated today by Er. DPS Grewal, Director Distribution.
Today, Er. Grewal dedicated this call centre building to the consumers of Punjab. A.Venu Prasad, CMD, PSPCL shared that it is a major expansion of the already 24X7 hrs running electricity call centre at Janta Nagar, Ludhiana since 2009 and with this expansion as many as 180 persons have got employment.
He said that due to heavy rain/storm, especially during paddy season, manual lines become faulty because of which consumer complaints increaser, leading to heavy load on lines of the existing call centre. “Most of the lines become over busy and it becomes difficult to cater the demand of consumers to register their complaints. Therefore, 60 additional lines are added to the system”, he added.
While inaugurating the new building, Er. Grewal appreciated the efforts of Harpreet Kaur, Senior XEN (CS&IT), Nodal Officer of Project and informed that PSPCL is already having a robust customer care system in place and since its rollout in 2014, PSPCL complaint resolution system has continuously been adjudged number 1 by Urja portal of Ministry of Power. As a part of PSPCL’s continuous endeavour to improve its services, this new additional call centre at Chaura Bazar, Ludhiana has been set up within 2 months through New Delhi based outsourced vendor M/s ICCS with the lowest bid price of Rs. 41 Lakh.
“This facility at Chaura Bazar will now double the existing electricity call centre capacity from 60 seats to 120 seats. Now 120 incoming call channels shall be available to customers for registration of complaint through ‘1912’ in place of existing 60 channels to cater the increase in the number of calls every year which will provide relief to approximate 95 lakh customers of PSPCL. Through this new call centre there will be an opportunity of employment to the youth,” he said.
Er. Grewal added that in addition to above, other multiple channels for raising grievances regarding supply and billing have been provided to consumers. Moreover, consumers can also register complaints by giving a missed call on toll-free number 1800-180-1512, by sending SMS “no supply” on 1912 or through the PSPCL Mobile app available for Android and iOS mobile phones.
Er. Grewal further asserted that with time PSPCL has been modernising its services and now its Social Media Control Room at Patiala actively engages 24×7 with consumers on social media platforms like WhatsApp (96461-06835), Facebook fb.com/PSPCLPb, Twitter twitter com/PSPCLPb and customer care email [email protected].
Er. Varinder Pal Singh Saini, Chief Engineer Central Zone; Er. Sanjeev Prabhakar, Deputy Chief Engineer/ Operation, West Ludhiana; Er. Harjit Singh Gill, Deputy Chief Engineer, East Ludhiana; Er. Sarabjit Singh, SE Sub-urban Ludhiana; and Er. Himmat Singh Dhillon, SE Khanna were also present during the inauguration.