HindustanTimes Tue,21 Oct 2014

Call centre to register power complaints

HT Correspondent, Hindustan Times  Gurgaon, June 04, 2011
First Published: 00:32 IST(4/6/2011) | Last Updated: 00:39 IST(4/6/2011)

The state-run electricity distribution company Dakshin Haryana Bijli Vitran Nigam (DHBVN) rolled out its round-the-clock call centre to register power supply complaints on Friday.


Consumers can now call on the centralised toll-free number 1800-180-1615. Equipped with interactive voice response (IVR) facility, the call centre would also cater to consumers in NCR districts of Haryana such as Faridabad, Mewat, Rewari and others.

Mohammed Shayin, managing director, DHBVN, said all rural and urban consumers in Sirsa, Fatehabad, Hisar, Bhiwani, Mahendragarh, Rewari, Gurgaon, Mewat, Palwal and Faridabad can register their complaints on one number.
In case the supply has failed due to a local fault, the complaint will be registered and fed in the system.

The staff concerned or in the field will be asked to attend to the complaint. After restoration of supply, it will be confirmed telephonically if the complainant is satisfied.

Shayin said the call centre will accept and register complaints through multiple channels. It will forward the complaints to the respective offices or task teams for timely redressal and follow up.

“The call centre will have inbound and outbound interactions with consumers via voice, e-mail, web chat, fax and SMS. Provision for call queuing, call routing, interactive voice response and self-service credibility will also be there,” he said.

The facility of registering power complaints through Bijli Suvidha Kendras (BSKs) set up at all district headquarters will continue parallel to the new call centre service.

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