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Staying in Touch with Consumers - II

Staying in Touch with Consumers - II. Rajkiran V Bilolikar. Agenda. Efforts Taken by ERCs for Consumer Protection Response of utilities towards the efforts Tata Power Distribution Limited Reliance Energy, Mumbai APCPDCL. Efforts Taken by ERCs. Delhi

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Staying in Touch with Consumers - II

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  1. Staying in Touch with Consumers - II Rajkiran V Bilolikar

  2. Agenda • Efforts Taken by ERCs for Consumer Protection • Response of utilities towards the efforts • Tata Power Distribution Limited • Reliance Energy, Mumbai • APCPDCL

  3. Efforts Taken by ERCs • Delhi • The GoNCTD have notified the appointment of Electricity Consumers Advocate Committee (ECAC) for representing the interests of consumers in proceedings before the Commission as well as other Forums, Appellate Tribunals for Electricity, Courts, etc

  4. Efforts Taken by ERCs • Maharashtra • Maharashtra has authorised four consumer representatives • a. Prayas (Energy Group), Pune • b. Mumbai GrahakPanchayat, Mumbai • c. Thane Belapur Industries Association, Navi Mumbai • d. Vidarbha Industries Association, Nagpur

  5. Efforts Taken by ERCs • Maharashtra • All these representatives have been called for every hearing. • They have been provided with data/suggestions/Applications /Records required for conducting analysis and making comments/suggestions/objections. • SERC has also framed comprehensive “Electricity Consumer’s Rights Statements (ECRS)”. MERC has established a ‘Consumer Advocacy Cell’ to look after activities such as Consumer Awareness, Media Communications, Public Relations. And Compliances pertaining to Consumer Grievance etc.

  6. Efforts Taken by ERCs • Andhra Pradesh • Efforts taken for Quality and customer service issues • Insists on reliability indices • Insists on better consumer service

  7. Regulations drafted by SERCs considered in Research

  8. Reliance Infra • Key Customer Centric Initiatives • Customer Care Centres • Call Centres • Website • Key Account Managers • Complaints Resolution • New Connection

  9. Reliance Infra • Key Customer Centric Initiatives • Payment Options

  10. Reliance Infra • Key Customer Centric Initiatives • Bill Delivery Options

  11. Reliance Infra • Key Customer Centric Initiatives • Customer Communication

  12. Reliance Infra • Key Customer Centric Initiatives • Overall Satisfaction on Customer care centres

  13. APCPDCL • Andhra Pradesh Central Power Distribution Company Limited

  14. Overview of CSC Customer Service centers (CSC’s) and Integrated Customer Service Centers(ICSC’s) have been set up at subdivision and Division levels. This Application is designed to record all the data relating to new service connections and recording complaints for HT & LT consumers and resolve the issues for New Service Connections and Complaints. • The service charter of the company is being adhered . • As per APERC regulations the amount to be collected is displayed in centers based on category & load etc., for consumer knowledge. • The service standards are being monitored and the same are being made yardstick for performance of the company by APERC.

  15. The objective of CSCisto provide the best possible service to the consumers by attending to the complaints lodged by the consumer and speedy release of new services. • This software provides improved facilities of having a Centralized Registered Application in a Central Server located at Corporate Office. • In less time, the new services are released and the complaints are attended. • Various Operational reports are being generated at different Office levels. • The pendency reports generated in this Application are being reviewed to analyze the performance of the concerned officers. • It is Web-enabled, wherein the consumer can log on and see the status of his application.

  16. CSC Architecture

  17. Thank YouRajkiran V. Bilolikar,Assistant Professor, Energy Area,Administrative Staff College of India, Bella Vista, Raj Bhavan Road, Hyderabad - 500082T: +91 40 6653 4390F: +91 40 6653 4356M: +91 9704087888rajkiran@asci.org.in Source: ERM

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