Ludhiana: PSPCL offers incentives to staff for faster complaint redressal

PSPCL launched a monthly incentive scheme to encourage staff to resolve consumer complaints via its app, promoting digital use and quicker grievance redressal.

The Punjab State Power Corporation Limited (PSPCL) has rolled out a monthly incentive scheme to encourage field staff to resolve consumer complaints via its mobile application, aiming to boost digital adoption and speed up grievance redressal.

Officials said the initiative is designed to ensure faster, transparent and efficient resolution of consumer grievances. (HT File)

An office order issued on February 9 specifies that regular field staff, excluding outsourced personnel, will be rewarded for higher complaint closure rates through the app.

The PSPCL mobile platform allows consumers to instantly lodge complaints about outages, voltage fluctuations, billing issues or faulty meters, without waiting on the 1912 helpline. Complaints are forwarded digitally to field staff, and users can track progress in real time, receiving updates at each stage until resolution.

Under the scheme, assistant linemen (ALM) and linemen (LM) at the sub-division level will earn a monthly incentive of ₹1,100, while at the circle level, they can receive ₹3,100 per quarter. Eligibility requires closing at least 60% of assigned complaints through the app, with the top performer in each subdivision or circle recognised as “Best Performer.”

Officials said the initiative is designed to ensure faster, transparent and efficient resolution of consumer grievances.