The facility of registering power-related complaints through telephone has evoked enthusiastic response as around 700 electricity consumers get their complaints registered on daily basis at the newly-set up call centre by the Dakshin Haryana Bijli Vitran Nigam (DHBVN).
The call centre which started functioning round-the-clock with the launch of an additional helpline number — 155333 — on June 3, has received about 9,000 complaints from various areas till June 15, a DHBVN spokesman said, adding that the number of callers has shot up to 866 on one single day.
Earlier, the call centre was open only during working hours of the week days and it had only one toll-free number — 18001801615 — which used to register around 450 complaints every day.
Apart from Gurgaon, the new number is accessible from all the areas which come under the DHBVN distribution range. The areas include Sirsa, Fatehabad, Hisar, Bhiwani, Mahendragarh, Rewari, Mewat, Palwal and Faridabad.
Calls made to the helpline is attended by an executive who tells the reason of power cut or failure and also informs the caller about the timeline by which the supply is likely to be restored. In case the power supply is disrupted due to local fault, a complaint is registered and the staff at the concerned complaint centre or in the field will be asked to attend it.
The call centre registers complaints and forwards it to the respective offices or the task teams for timely redressal. It follows up the case until it is successfully resolved and communicates with consumers through voice, e-mail, web chat, fax and SMS. An interactive voice response system (IVRS) assists the callers promptly in case of rush of complainants. The call centre also interacts with the fault rectification team for quick redressal of complaints.
The DHBVN has also planned to start other services through the call centre to improve its efficiency, the spokesperson said.