Customer Centricity at TATA Power-DDL
At Tata Power – DDL, our customers are at the core of our business and we work tirelessly to ensure complete satisfaction for our customers. We understand that electricity is an integral part of our customer lives and enable all of us to do more in life, and accordingly we are committed to provide our customers with non-stop, reliable supply of power as well as a responsive and best in class customer service and experience.
The excellence journey started with the establishment of Customer Care Centers (spread across 12 Districts) and with the introduction of a 24 * 7 Call Centre (011-66404040). Over the years, Tata Power – DDL has introduced many such customer conveniences viz. Responsive website with customer login section, SMS PULL service, Hotline Facility at Customer Care Centers (after office hour usage) and mobile application – 'Tata Power-DDL Connect'.
To enhance its reach, enable and empower its customers, Tata Power – DDL has also marked its presence on new age social media platforms viz. Facebook, Twitter, Slide share and You Tube. With the introduction of Online Document Submission Facility (For New Connections >=11 KW customers), Live Web Chat service (on limited time period basis), Tata Power – DDL is continuously working to digitally empower its customers.
In order to develop a close bond with its customers, Tata Power – DDL organizes customer interaction programs like, monthly meetings with RWAs, quarterly meeting with IWAs, Annual Customer Meets like Udhyam and Milap. Further, all customers who have a sanctioned load >=11 KW are attached to dedicated Client Managers, who provide personalized service to such customers. From the perspective of Corporate Social Responsibility, a separate group looks after the service delivery aspect, for the lowest strata of society i.e. People living in slums / JJ Clusters, also identified as Key Community. Similarly, a separate and dedicated group looks after the needs of the Government & Industrial customers who have multiple connections within our distribution area.
To provide accurate meter reading and billing to our customers, automatic meter reading facility is available to all customers > = 11 KW, while all other customers are billed on the basis of a mobile based reading recording system. Moving forward, Tata Power – DDL is also working on SMART Meters that aim to provide real time and a two way communication between the utility and the customer.
To offer convenient payment services, Tata Power – DDL has made available multiple modes & avenues for making payment to its customer's viz. In person payment at company owned Cash Collection Centers & ATPMs, online payment facility (Credit-Debit card / Net banking), mobile wallet etc. Customers also have the option to make an advance payment and earn interest on the same (as per the defined regulations).
As part of the complaint management process, apart from being able to register their complaints at call centers, customers can also reach out to District customer care centers that are the primary touch points for any complaint registration and escalation. As part of the 3 Tier complaint escalation mechanism, the customer can meet our Customer Relation Executives, Customer Service Managers and the District Manager. If still dissatisfied, the matter can be escalated to Circle Head / Head of Customer Service. For any assistance during New Connection Process and for resolution of old billing disputes / arrears, separate hearing and counseling cells have also been established for the customers. Tata Power–DDL has an integrated complaint management process for logging and tracking customer request / complaints with an inbuilt auto escalation mechanism. Complaints are registered by providing a unique system generated request number and all the complaint processing information are updated against the corresponding number with which the customers can seek the status of their complaint/request from any touch point.
As part of Universal Service Obligation (USO), Tata Power – DDL is committed to provide electricity to all customers in its licensed area without discrimination as long as they are bonafide 'customers' under the provisions of Electricity Act 2003. Service delivery parameters are set by DERC and are notified through Electricity Distribution Supply Code and Performance Standard Regulations.