Hans News Service Visakhapatnam

Aspart of providing quality services to electricity consumers, Andhra Pradesh Eastern Power Distribution Company Limited (APEPDCL) Chairman and Managing Director Prudhvi Tej Immadi carried out a surprise inspection at the company’s call centre. The performance of the call centre, complaints received, and the steps being taken to resolve them were reviewed on the occasion. The manner AEs dealt with complaints at the field level was examined.

For some complaints pending resolution, the concerned officials were called from the call centre and asked for an explanation. The APEPDCL CMD warned that strict action would be taken against those negligent in resolving consumer problems.

Speaking on this occasion, the CMD ordered that call centre executives must be available 24×7 and respond to every call received at the call centre number 1912. He made it clear that action would be taken against those responsible if they showed negligence in responding to calls or failed to treat consumers politely.

The CMD underlined that AEs should resolve field-level complaints in a timely manner and delay or negligence will not be tolerated. He advised that every complaint should be treated with utmost priority and resolved as quickly as possible.

Later, the CMD, accompanied by operations director TV Surya Prakash, CGM P Solman Raju, among others, observed how call centre executives spoke to customers.

After listening to the call records of several customers, he advised them to speak more politely and patiently. He instructed them to be empathetic towards customer problems and provide accurate information. Given the current possibility of further power supply disruptions due to rains and strong winds, the CMD instructed officers and staff to be more vigilant.

He advised them to respond immediately to any complaint and expedite power supply restoration.