APEPDCL CMD reviews grievance redressal mechanism at call centre

Andhra Pradesh Eastern Power Distribution Company Limited (APEPDCL) Chairman and Managing Director Prudhvi Tej Immadi conducted a surprise inspection of the utility’s call centre on Wednesday and reviewed the functioning of its consumer grievance redressal system.

During the visit, Mr. Immadi reviewed the number of complaints received through the call centre, their status and the measures being taken for their resolution. He also examined the response of Assistant Engineers (AEs) to consumer complaints at the field level.

According to officials, the CMD sought explanations from the personnel concerned regarding complaints that were yet to be resolved and directed them to expedite the redressal process. He said accountability would be fixed in cases of negligence.

Mr. Immadi instructed call centre executives to ensure round-the-clock availability and respond promptly to all calls received on the consumer helpline number 1912. He stressed the importance of maintaining professionalism and courtesy while interacting with consumers.

Emphasising the need for timely resolution of grievances, he directed field-level officials to attend to complaints without delay and accord priority to consumer issues.

Later, accompanied by Operations Director T.V. Surya Prakash and Chief General Manager P. Solman Raju, Mr. Immadi observed interactions between call centre executives and consumers. After reviewing recordings of customer calls, he advised the executives to communicate patiently and provide accurate information to consumers.

In view of the possibility of power supply disruptions due to rains and strong winds, the CMD asked officials and staff to remain alert and ensure prompt restoration of power supply in the event of outages. He also directed them to respond swiftly to consumer complaints during adverse weather conditions.