APEPDCL believes that bringing about technical and process improvements can provide better consumer services. Keeping in view the resource constraints and the unprecedented load growth, the Government of A.P. as a strategy, has restructured the organization to attract resource inputs for taking up various System Improvement works like erection of sub-stations, lines, additional transformers etc. Further, the service standards have been defined to improve customer service levels by benchmarking maximum time limits to respond to the important aspects of service.

Incase of poor voltage of power supply, the compliant shall be lodged with the Electricity Call Center (1912) / Fuse Off Call Center. Incase of inadequate response within 24 hrs. by the Fuse Off Call Center, the problem shall be dealt with by the ADE of the area within 10 days to the maximum period of 4 months.

Incase of failure of power, the complaint shall be lodged with the Electricity Call Center (1912) / Fuse Off Call Center. Incase of inadequate response within 2 to 6 working hrs. by the Fuse Off Call Center, the problem shall be dealt with by the AE of the area with 2 days to a maximum of 7 days when taken to the next level i.e., the ADE.

Incase of frequent load shedding or scheduled shutdowns (excluding statutory power cuts). (i) amounting to more than 12 hrs. on any day or (ii) for more than 6 consecutive days at a time, complaint should be lodged with the Division Engineer of the concerned areas. The Divisional Engineer shall acknowledge the complaint and prevent recurrence within 72 hrs.

Complaints in respect of non-receipt of energy bills or erroneous bills shall be lodged with the AE / AAE(O) / AAO(ERO) of the area. The dispute shall be solved within 15 days failing which the consumer can approach the Divisional Engineer.