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News : Power Department Helpline Proving to be Helpful
Panaji, India, Oct 20, 2015 -- The 1912 helpline service introduced by the electricity department in December 2013 has steadily proved its success as more than two lakh calls from power consumers have been registered.
Since its launch on December 10, 2013, the 24×7 helpline has received more than 205506 so far with 36696 complaint tickets. During the last six months – April 1 to September 30 – the helpline has received 82457 calls complaining of various power-related woes.
Electricity department PRO, executive engineer T A Varghese said, "The functioning of 1912 is good, but we need further support of the public in providing prompt services to consumers."
Every call is registered and a complaint number provided to the consumer. Thereafter the call centre puts together calls for the same problem as one ticket. On an average, since the beginning of the service, the department has received 460 calls per day with 1975 calls as the highest record in a single day.
The average number of ‘tickets ‘ is 92 per day, while 308 was the highest number of tickets.
Goa is divided into 155 areas and 1195 sub-areas for the purpose of the helpline. The Panaji area is the highest receiver – 2617 tickets and 16526 callers.
However, during the last six months Mapusa recorded the maximum number of complaints with 5460 calls followed by Panaji with 5364 calls, Porvorim (4062), Vasco (3674) while Margao recorded 2847 calls.
Complimenting the work of the helpline, Varghese said the helpline has been working very efficiently as per the established system of receiving the calls and referring the complaints to the respective person. Even to the extent when a complaint is not addressed at lower levels, the higher-ups in authority are informed as per the operating procedure.
The customer service executive after registering the complaint informs the respective junior engineer and assistant engineer and waits for about 40 minutes for the positive response that the problem is solved. If no response is received then the complaint is forwarded to the executive engineer and at the next level to the superintendent engineer and finally to the chief electrical engineer.
At all five levels, the consumer is informed about the attended complaint as against the complaint number with duration of time to restore the power supply/complete the work.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, October 20, 2015