Bhopal, India, Dec 27, 2019 -- A centralized call centre 1912 has been started on the lines of Dial 100 for resolving complaints related to power supply in the State. The number of desks working in call centre service has been increased in Bhopal, Jabalpur and Indore. Monitoring is done to redress the complaints lodged at the call centre.
Energy Minister Priyavrat Singh informed that about 32 lakh complaints related to power supply have been received so far from January 2019. All the complaints were resolved on time. The average period of redressal was found to be one hour 32 minutes. This period is much shorter than the criteria set by the Electricity Regulatory Commission.
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According to the prescribed criteria for power interruptions, due to general reasons, a maximum of 5 hours has been set for urban areas and 24 hours for rural areas. In case of line break down, maximum time of 12 hours has been fixed in urban areas and 3 days in rural areas.
After redressal of complaints, the work of taking feedback from consumers has been started. Daily 500 complainants are contacted per company from the three call centres and their satisfaction level is checked. From August 1, 2019, feedback of more than 1.70 lakh consumers has been taken. Their consumer satisfaction percentage was estimated at 91.73.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, December 30, 2019
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