Northern Discom launches consumer feedback cell to enhance service quality

TGNPDCL Chairman and Managing Director, K. Varun Reddy.
| Photo Credit: By Arrangement

HYDERABAD

The Northern Power Distribution Company of Telangana Limited (TGNPDCL) has launched a consumer feedback cell to improve service quality for electricity consumers.

According to chairman and managing director of the Discom, Karnati Varun Reddy, a random selection of 60 consumers will be contacted every day to gather their feedback on four key service parameters as part of this initiative. Over a month, feedback will be collected from approximately 1,800 consumers to assess the service efficiency and customer satisfaction.

Key service parameters for consumer feedback are: timely release of new connections, behaviour of officials and staff, resolution of consumer complaints and prevention of corrupt practices.

Based on the feedback, officials, including O&M staff and section officers, will be evaluated and rated. To encourage excellence in service delivery, the Discom will introduce a “consumer service excellence award” every three months for top-performing staff.

Mr. Varun Reddy stated that direct engagement with consumers will help TGNPDCL identify and address service issues proactively, ensuring that problems do not recur. He added that the initiative will be a major step towards enhancing service quality and customer satisfaction across the 16 circles in the Discom.