Tata Power-DDL is credited with several pioneering initiatives and has set several benchmarks in power distribution reforms in India.
Automation & GIS
Tata Power-DDL embarked on automating all its 66 kV & 33 kV Grids and in line with the same has already automated 34 grids with a view to operate all equipments from Central command center. This has expedited the resolution time for faults. The entire electrical network has been mapped through GIS for enabling quicker fault location, speedy redressal and the Outage Management System is being upgraded to be automated on GIS platform.
Complaint Management System
Tata Power-DDL has a unique SMS based Fault Management system using GSM which ensures that the 'No supply' complaints lodged by a customer gets addressed quickly and customer feedback is also institutionalized as part of the process.
Tata Power-DDL has also set up a Sampark Kendra with 65 seat capacity along with back up facilities of 20 seats at another location to attend to all kinds of complaints and queries of its customers
Tata Power-DDL had a very rudimentary customer care facilities in July 2002. Each of the 12 districts now has an online Customer care center each handled by Customer Care Executives under the supervision of Customer Relation Officers and Customer Service Officers.
Online Availability of Consumption, Billing and Payment Details for all customers
Tata Power-DDL uploaded the Billing details of all its Customers on its website www.tatapower-ddl.com. Customers can view their Bill, know the consumption pattern and can even print Duplicate Bill and make online bill payments.
Privileged Customer Scheme
To acknowledge and encourage its regular paying Customers, Tata Power-DDL has institutionalized a privileged Customer scheme through which discounts are offered to its Customers.
Customer Relationship Management
Tata Power-DDL has institutionalized a structured approach towards Customer Relationship Management as it organizes regular meetings with customer representative groups such as RWAs, IWAs etc on 1st Friday of every month in each district.
Automated Bill Payment Kiosks for Customer convenience
Tata Power-DDL has introduced Automated Bill Payment Kiosks, a first in Delhi and NCR region. These unique ATM like kiosks accept both cash and cheque payment towards electricity bills and even issue a receipt to the customer. They are operational 365 days a year from 8 AM- 8 PM.