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Description |
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| a) | Consumer can log their grievances and complaints via web portal, Mobile App and 24*7 Call Centre. |
| b) | To provide better services to consumers, HPSEBL has set up Consumer Call Centre in City Electric Division, MC Car Parking, Near lift Shimla with upgraded IVRS (Interactive Voice Response System) facility & computer telephony. |
| c) | The consumer calls are attended by the dedicated Call Centre manpower. |
| d) | The Call Centre agents so deployed at Call Centre are equipped with requisite Computer Hardware, IP Phones and Call Centre applications to attend and respond to the consumer queries promptly and register their complaints on the Call Centre application. |
| e) | The Call Centre application, already available with Call Centre agents, readily provides the information regarding Energy Bill, Energy Bill Payment, Complaint registration, Documents required for New Connection, Tariff Plans, Electricity Theft, Disconnection, Reconnection, Name Change etc., so that consumer’s queries could be responded promptly. |
| f) | The Call Centre application is integrated with SAP-ISU/CRM system, which is used by the concerned Subdivisions to run various business processes. The complaint so registered at Call Centre level, automatically transferred on real time basis to the SAP-ISU/CRM login of concerned subdivisions, so that complaint could be addressed at the field level. |