Power consumers can now lodge complaints at Pesu’s 46 “fuse call centres” across Patna. A technical team of Patna Electric Supply Undertaking (Pesu) would attend to the complaints round the clock.
“Consumers can lodge their complaints round-the-clock at our fuse call centres. Their complaints would be attended to by a technical team within the shortest period possible, even at night,” Pesu general manager-cum-chief engineer SSP Srivastava said.
Twenty-four call centres have been made operational at power sub-stations in east Patna and 22 at sub-stations in west Patna. A consumer has to find out their nearest sub-station and get the call centre number.
Earlier, consumers had to make rounds of power company offices to get their grievances redressed. However, the new facility would not save their time and energy but would provide quick redressal of their complaints.
Consumers at present lodge complaints either through a toll-free number — 18003456198 — or have to make online complaints or lodge complaints on two phone numbers — 0612-2280024 and 14 — installed at its control room.
In March 2013, the power utility company had launched the toll-free number that operates from Monday to Saturday between 10am and 5pm, while the online facility was also introduced for the purpose in October last year. The consumers can lodge complaints on www.nbpdcl.in and www.sbpdcl.in.
For lodging online complaints or through helpline, one has to furnish the consumer number, the name and address mentioned in the bill, whereas a consumer while lodging complaint through a call centre, needs to tell the consumer number, and the place where there is a fuse off.
Consumers can lodge complaints regarding burnt transformers, damaged poles, faults in line, fuse off and voltage. Consumers can also lodge online complaints regarding bill correction, wrong meter reading, line disconnection, increase or decrease in load, replacement of faulty meters, theft of wire, energy, electrical equipment and transformers.
Instructions have been passed on to the engineers and technical employees to ensure 24-hour service to strengthen the fuse call system.
Shyamjee Singh, a resident of New Jakkanpur, said: “It is certainly a good step because the helpline number does not work in the night. As far as the online facility is concerned, it is meant for computer-literates. So, it is a good move because operators will take down our complaints and a technical team would be sent to the spot to rectify the fault.”