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TNEB customer care centre for rural areas

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The customer care centre at the TNEB office in Kancheepuram.
The customer care centre at the TNEB office in Kancheepuram.

Staff Reporter

KANCHEEPURAM: The Tamil Nadu Electricity Board, Kancheepuram, has extended the interactive voice response system (IVRS)-cum-manual operated fuse off call facility to rural area customers also.

Hitherto, the facility was made available to Kancheepuram, Tiruvallur and Tiruttani Municipal areas from February 2009. Receiving fuse off call complaint, complaint status, Low Tension and High Tension service connection bill details, new connection application details and general enquiry from the customers are entertained at the 24-hour Customer Care Centre set up at the Office of Superintending Engineer, Kancheepuram at Olimohammedpet near here.

While low tension/high tension billing details/status and new connection application details are provided through IVRS, other services are offered as a combination of IVRS-cum-operator response.

The Superintending Engineer said that the TNEB decided to extend this service to cover rural area customers since the time gap between lodging a complaint and getting it redressed in rural areas was high.

The wiremen / foreman of the area concerned makes note of the complaint, registered in log books kept at village panchayat offices/public building or a nearby EB office and then proceed to the place where from the complaint had emerged. Normally it would take not less than 24 hous to attend such complaints in rural areas under the existing procedure, said the Superintending Engineer, R.Chandrasekaran.

On receiving a call from the customer, the system requests the customer to provide the service connection number printed on the EB card in order to automatically pass on complaint details in SMS format through mobile phone to the wireman in charge of the area from where the complaint had come. Thus, the wireman attends the fuse call and gets back to the Customer Care Centre and informs the exact nature of the call and time of redressal of the complaint.

Customers coming under Kancheepuram Electricity Distribution Circle — covering Kancheepuram, Wallajahbad, Uthiramerur, Baluchetty Chatram, Thamal, Tiruttani, Pallipattu, Kooni Mangadu, Tiruvallur, Uthukottai, Periyapalayam and Bandikavanur — can utilise this service by dialling 155333 from landline numbers or by dialling 044 27277751 / 27277761 or 27277791 from mobile phones, he added.

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