Anticipating an increase in the number of complaints that are likely to flood its existing helpline options, Bangalore Electricity Supply Company (Bescom) is launching a hi-tech service for its 81 lakh consumers.
Beginning April 18, consumers can track the progress of the complaints they file online. The power utility is partnering with a private firm to develop the software to enable this, Bescom sources said. On an average, Bescom receives 5,000 complaints a day. The options available before the consumers now are the 24x7 helpline, SMS (short message service), and emailing their complaints. All the complaints, irrespective of the routes through which they were lodged, will come under the ambit of the online tracking system which will be uploaded on the Bescom website.
There are other measures the power supply company is taking to brace itself for the complaints received during this peak season. Among them is increasing the number of telephone lines from 30 to 45. This will be ready by April 15. Interestingly, 15 lines of the extension have been handed over to Vindhya Infomedia Private Limited, which employs persons with disabilities.
Speaking to The Hindu, Pavithra Y.S., founder-managing director, Vindhya Infomedia, said that the 15-seater call centre will run with 70 resource persons in all, working in three shifts.
“At the agent level, differently-abled people will be working, while for them to become team leaders and managers, we will provide training. This is our first-ever government project and we are happy,” she added.
The company, Ms. Pavithra said, will be a call management centre — an extended helpline. “We will handle the calls and coordinate with the circle officers to pass on the complaints to them for taking action,” she said.