Hyderabad:
The Southern Power Distribution Company of Telangana Limited (TGSPDCL) is upgrading its 1912 Call Center ECR (Electricity Control Room) and Fuse of Call (FOC) system. The company’s chairman and managing director, Musharraf Farooqui, announced these changes on Thursday.
New Features:
To improve response times to power supply complaints, 213 FOC offices now have GPS-enabled vehicles. This allows staff to quickly reach customers and resolve issues without delay.
Technological Improvements:
At a review meeting, Farooqui mentioned that the latest technology is being used to address customer complaints about power supply and other issues. An integrated dashboard has also been introduced. This dashboard provides real-time information on supply complaints, billing complaints, breakdowns, feeder information, and billing/collection details.
Reduction in Complaints:
There has been a significant drop in power supply complaints compared to the previous year. From January to June 2023, the 1912 Call Centre received 5,83,672 complaints. In the same period in 2024, this number decreased by 31.82% to 3,97,934. Complaints on Twitter also fell by 60.96%, from 35,949 to 14,035 during the same period.
Enhanced Call Center:
The Electricity Control Room 1912 has been strengthened with 74 trained operators who are available 24×7. The call center can now handle 400 calls at a time. Customers can call 1912 to register their complaints and receive a complaint ID.
