Northern Discom launches consumer feedback unit to improve service quality

K. Varun Reddy, Chairman and Managing Director, TGNPDCL. |Picture source: Arrangement

Hyderabad

Telangana Limited (TGNPDCL)’s Northern Power Plant Distribution Company has launched a consumer feedback battery to improve the service quality of electricity consumers.

According to Karnati Varun Reddy, chairman and managing director of Discom, as part of the program, random selections will be made with 60 consumers every day to collect their feedback on four key service parameters. More than a month, feedback will be collected from approximately 1,800 consumers to assess service efficiency and customer satisfaction.

The key service parameters of consumer feedback are: timely release of new contacts, behaviors of officials and employees, resolution of consumer complaints, and prevention of corruption.

Officials including O&M staff and department officials will be evaluated and evaluated based on feedback. To encourage excellent service delivery, Discom will offer the Consumer Service Excellence Award every three months to the best performing employees.

Mr Varun Reddy said direct interaction with consumers will help TGNPDCL actively identify and resolve service issues to ensure that the issues do not recur. He added that the initiative will be an important step to improve service quality and customer satisfaction across 16 circles in Discom.