HYDERABAD: The Telangana Southern Power Distribution Company Limited (TGSPDCL) is modernising its ‘1912’ call centre for the electricity control room and fuse off call (FOC) system. As part of this initiative, 213 FOC offices will be equipped with GPS-enabled vehicles to quickly respond to power outage complaints.
This will enable the discom staff to reach the customer's location without delay and resolve the issue, said southern discom chairman and managing director Musharraf Farooqui.
Speaking at a review meeting held at the company's corporate Office, Farooqui said that the latest technology was being used to resolve customer complaints related to power supply and other issues in a timely manner. He mentioned that an integrated dashboard had been introduced to provide real-time information on various aspects of the company's operations, such as supply complaints, billing complaints, breakdown information, feeder information and billing and collection information.
Compared to the previous year, there has been a significant reduction in power supply complaints, he said. From January to June 2023, 5,83,672 complaints were received through the ECR call centre, while during the same period in 2024, the number of complaints reduced by 31.82 per cent to 3,97,934. Twitter complaints also decreased by 60.96 per cent from 35,949 to 14,035 during the same period, he said
The ECR had been strengthened with 74 trained operators who were available 24x7. The capacity of the call centre had been increased to handle 400 calls at a time. Customers who call 1912 to register their complaints can receive a complaint ID.
The meeting was attended by discom operations director Dr N. Narsimhulu, chief engineers Shivaji and Narasimha Swamy, superintending engineers Ravi Kumar and Chandrashekhar and other officials.
