PUNJAB STATE POWER CORPORATION LIMITED
Public Relation Department
Press Note, Patiala June 5,2020
PSPCL caters to about 95 lac consumers across the state of Punjab. During summer season the peak demand of electricity skyrockets and so do supply related complaints, also this is the same season when Paddy plantation begins and demand from agricultural consumers is maximum. The corporation has about 9000 dedicated complaint staff, working in 24×7 shifts, to resolve supply related complaints of consumers divided in 500 Sub Division Offices.
Spokesman said that PSPCL has a robust customer care system in place reachable on a single toll free number 1912 for the state. The calls to 1912 are handled at a 60 seater Electricity Call Centre at Ludhiana and additional 30 seater call centre in Mohali operating 24×7. 104 number Nodal Complaint Centres have been established all across Punjab to monitor resolution of complaints to the satisfaction of consumers. 5 no zonal control rooms and 1 no control room in head office have also been established.
Consumers already have the option to call PSPCL toll free number 1912 or SMS “no supply” on 1912 to register complaints. A mobile app for registering complaints has also been made available for Android and iOS mobile phones.
Spokesman of PSPCL disclosed that in an endeavour to simplify this further a new facility of supply complaints on missed calls has been made available to the consumers by PSPCL. Consumers can book complaints by giving a missed call on the PSPCL toll free number 1800-180-1512/ If the mobile number of the consumer is not registered with PSPCL, they will be sent a link to lodge their complaint online. Once a complaint is registered from that mobile, the consumer is automatically registered with the PSPCL 1912 customer relationship management system.
Spokesman further said that since its rollout in 2014 PSPCL complaint resolution system has continuously been adjudged number 1 by Urja portal of Ministry of Power, Government of India and till date more than 2 Cr complaints related to supply, billing and metering have been resolved through the system. To further improve the service feedback is also taken from consumers regarding the complaint resolution. PSPCL appeals to consumers to share honest feedback and in case they are not satisfied with the resolution of their complaints, they can send SMS with their comments to 1912 for automatic escalation of complaints. An Artificial Intelligence based system automatically classifies the feedback provided by customers and escalates to concerned offices.
Spokesman also added that in this era of social media PSPCL social media control room team is available 24×7 on various social media platforms like WhatsApp (96461-06835), Facebook fb.com/PSPCLPb
, Twitter twitter.com/PSPCLPb
and email email@example.com
to provide better service to the consumers of the State.
Issued by PRO/PSPCL
Press note 23 June 5,2020