Power dept introduces computerised consumer grievance cell
Morung Express News
Dimapur | April 14
The Department of Power Nagaland (DoPN) has introduced online consumer complaints registration cell for the entire state. If the initiative functions smoothly as envisaged, the Dimapur-based Customer Care Centre or CCC will act as a collection point for receiving and registering power supply related complaints from all over the state.
In the words of the DoPN, it is “a centralized computerized system with single window operation equipped with latest technology & trained customer service representatives (CSR) to receive Complaints online through: telephone, IVR (interactive voice response) system, email or Fax/letters.”
Once a grievance gets registered, call agents manning the CCC will route the complaint to the SDO in concern, under which jurisdiction the complaint originated. The SDO will then deploy response teams as per the nature and gravity of the complaint.
The inconvenience of making frantic calls to the local ‘fuse-off call’ cell, which often goes unanswered or worse, having to personally rush to the cell would now most likely be passé.
“The objective of the CCC is to improve customer service by processing and resolving consumer requests, queries and complaints in minimum possible time by taking it up at the appropriate place and level through single window computerised system,” said Additional Chief Engineer (Distribution & Revenue) Keviletuo Yiese at the CCC’s launch programme today at Burma Camp. He added that complaint receipt units in the cell will be increased as per the requirement. It currently has three.
The CCC is located near the old flyover and adjacent to the Angami Revival Church.
Advisor for Power, Tovihoto Ayemi commissioning the CCC held that the initiative would change the perception of electricity consumers in Nagaland. “Customer service plays an important role in an organisation’s ability to generate income and revenue… when we say customer care, we must adjust ourselves to the personality of the customer and see to it that all his or her needs are taken care of,” he said.
Ayemi also expressed satisfaction that “power purchase and revenue collection” is improving though he did not provide figures. While expressing hope that the DoPN’s revenue position would improve, he appealed against power theft and encouraged the use of energy efficient LED bulbs.
The CCC is a component of the Restructured Accelerated Power Development and Reforms Programme (R-APDRP) of the Central government. The basic objective of the R-APDRP has been to revamp the distribution and revenue collection aspect of electricity by adopting Information Technology, while reducing loss and improving consumer service.
As part of the Central scheme, the DoPN has introduced a slew of changes in the distribution and revenue segment since 2016. In Nagaland, 9 towns were initially selected for implementing the programme objectives.
