Pune: MSEDCL flooded with complaints pouring in from consumers daily

Pune has 40 call centre employees as against Bhandup’s 60 and the service is operational round-the-clock. Both centres have an interactive voice response system where consumers can register their complaints in Hindi, English or Marathi. All that the complainant has to do is call at the toll-free number 18002003435 or 18002333435 to lodge their grievances.

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Power disruption is among the major complaints received besides billing problems. A complaint number is provided to consumers who register their grievances at the toll-free number.

Once a complaint is filed, it is directed to the line staff so that they are immediately attended to. The call centre staff then get back to the consumer within two hours of complaint registration to ascertain whether the grievance had been resolved. However, if there is a major feeder breakdown, the complaint is taken phase-wise to the chief engineer of the zone.

The local level complaint redressal centres have been totally shut down since 2014, said MSEDCL spokesperson Nishikant Raut.

“Our effort is to immediately address the complaints, and resolve them quickly,” said Raut.

Initially, one has to provide the consumer number to register the grievance but the complainant can also register his/her mobile number or residence number with the call centre.

This helps the person in case he/she wants to lodge complaints more than once.