1 hr ago
Indore Power Consumers Get Faster Complaints Through IVR, Urjas App
People in parts of Madhya Pradesh can now report electricity problems more quickly.
They can use a phone system called IVR instead of talking to a call-centre worker.
They enter their connection number and choose a button for the type of problem.
The choices include electricity supply, billing and meter complaints.
Reports can be made in about 20 to 25 seconds.
People can also use the Urjas mobile app to send complaints.
About 2,900 complaints came through IVR in one day, while 177 came through the app.
The electricity company says it checks its complaint systems daily to help solve problems sooner.
Madhya Pradesh West Zone Electricity Distribution Company consumers can file complaints through IVR without speaking to call-centre staff.
Consumers enter their IVRS connection number and can register complaints in about 20 to 25 seconds.
The IVR menu covers power-supply, billing and meter-related complaints through separate keypad options.
Around 2,900 supply-related complaints were received through IVR across 15 districts in 24 hours.
The Urjas app handled 177 power-supply complaints during the same period, including 106 from Indore.
- Who
- Consumers served by the Madhya Pradesh West Zone Electricity Distribution Company, along with the company’s call-centre and complaint-redressal teams.
- What
- Consumers can register electricity, billing and meter complaints through an IVR phone system or the Urjas mobile app.
- Where
- The company’s service area across 15 districts of Madhya Pradesh, with the highest usage reported in Indore.
- When
- The systems were highlighted during changing weather and rainfall; the reported usage figures cover a 24-hour period.
- Why
- To save time, provide continuous assistance and resolve power disruptions and other complaints more quickly.
Key facts
- IVR registration time
- Approximately 20 to 25 seconds
- IVR complaints in 24 hours
- About 2,900 supply-related complaints
- District coverage
- 15 districts
- IVR keypad options
- 1 for power supply, 2 for billing and 3 for meter complaints
- Urjas app complaints
- 177 power-supply complaints in 24 hours
- Highest IVR usage
- Indore, followed by Ujjain and Barwani
- Highest app usage
- Indore, with 106 complaints
Sources
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