Consumers can file a complaint on toll free number 1912
Chandigarh, September 5:
Power Minister Mr. Harbhajan Singh ETO said that 103 Nodal Complaint Centers have been set up across the state to redress the complaints of electricity consumers where they can register their complaints by calling toll free number 1912.
After reviewing the toll free number 1912 system, the Minister informed that the Punjab State Power Corporation Limited (PSPCL) is providing electricity supply services to about 99 lakh consumers across the state. He also said that PSPCL has more than 9000 dedicated employees/officers to redress the complaints of consumers regarding power supply. They work in 24-hour shifts, redressal of power supply complaints of power consumers distributed across 500 sub-division offices, said the Minister.
Mr. ETO further added that , a control room at the head office Patiala and five zonal level control rooms have also been established to monitor these complaint centers. He said that consumers already have the option of calling the toll free number 1912 or texting “No Supply” to 1912 to lodge complaints. He said that there is a mobile app for filing complaints on Android and IOS.
The Minister further stated that in an effort to make the complaint system simpler, PSPCL a new facility of supply complaints on missed calls has also been made available to the consumers. He said that electricity consumers of the state can lodge complaints by calling the toll free number 1800-180-1512. If the consumer’s mobile number is not registered with PSPCL, they are sent a link to lodge their complaint online. Once a complaint is registered from that mobile, the consumer is automatically registered with the 1912 customer management system.
The Power Minister further informed that more than 95 lakh complaints related to electricity supply, billing and metering have been resolved so far in the current year through this grievance redressal system. Feedback is also taken from the consumers regarding the complaint redressal to further improve this system. If the consumers are not satisfied with the redressal of their complaints, they can send an SMS with their comments to 1912 for automatic escalation of complaints. An artificial intelligence based system automatically reads the feedback given by the consumers and sends it to the concerned offices.
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