Indore Power Consumers Can Now Lodge Complaints In 20 Seconds Without Speaking To Call Centre Staff

Indore residents can now lodge power-related complaints instantly via an Interactive Voice Response (IVR) system and a mobile app called Urjas. These services allow consumers to register complaints by pressing buttons on their phones, bypassing the need to speak to call centre staff. The IVR facility enables complaints to be submitted in just 20 to 25 seconds, saving time for both consumers and electricity distribution personnel.

The Urjas app also allows consumers to lodge power supply and other complaints swiftly. The electricity distribution company has enhanced its complaint redressal systems and procedures to minimize inconveniences during changing weather conditions, especially during rainfall. Most supply-related calls received on the company's 1912 call centre are now processed through the IVR system, handling over 2,900 supply-related complaint calls in the past 24 hours.

Indore led the usage of the IVR facility, followed by Ujjain and Barwani. Consumers can register complaints by entering their IVRS connection number using the phone keypad, categorizing them as power supply-related (press 1), billing-related (press 2), or meter-related (press 3). Similarly, 177 consumers sought assistance through the Urjas app during the same period, with Indore recording the highest usage (106 complaints), followed by Ujjain (17) and Ratlam and Dewas (6 each).

Both platforms aim to provide continuous assistance and expedite complaint resolution. The call centre and complaint redressal systems are reviewed daily to ensure consumers receive help as soon as possible. Feedback is collected from consumers after their complaints are resolved, and the Indore Crime section reported booking three individuals for various offenses.