In its drive towards enhanced customer service, APEPDCL offers its customers
several forms of Customer Management Centers (CMC) across it's operational
area comprising ECC (Electricity Call Centres) , CSC
(Customer Service Centres) & CCC (Computerised
Collection Centres) to deal with issues related to
fuse-off call & supply, billing and metering related complaints, bill payment and other related issues.
Customer Management Centers (ECC, CSC, CCC ) are now available at following 7 major towns in addition to Visakhapatnam.
Kakinada
Rajahmundry
Srikakulam
Vizianagaram
Bhimavaram
Eluru
Narsapuram
1. Electricity Call Center (Dial: 155333) -
(ECC): A round-the-clock customer service center, enables
customers to register their complaints remotely over phone by calling up a centralized phone number
'155333' on a 24x7 basis (24 hours a day and 7 days a
week).
Locate Nearest Electricity Call center
2. Customer Service Centers (CSC):
Customer Service Centers are single window clearance
points for all customer-related activities (excluding collections of bills, arrears etc). Customers can
apply for new connections, register their complaints with regard to meter-related problems,
billing-related problems, new service connection/category
change/title transfers etc.
Locate Nearest Customer ServiceCenter
Procedures have
been made easy through Customer Service Centres till Sub Divisional level.
Customer Service Center handles requests or complaints from consumers for which documentation
such as title transfer etc. is required to be produced by the
customer.
For services for which no pole extension is required the services will be released within 48 hours
(Cities and Towns) and 7 days (Rural Areas).
For
requests related to new service connections consumers must carry the following documents for registration purposes.
a. Proof of Ownership. b. Wiring Certificate (Commencement
& completion) issued by the registered electrical contractor.
Consumers are given an acknowledgement of their request
registrations with a unique registration number, which must be provided in
all future references and to know the current status of their requests.
The various type of complaints which will be addressed in the CSCs are Meter-related complaints, Billing-Related complaints, Disconnection-Related complaints, and any other customer service
related complaints, the details of which are as given in the table below:
Sl.No
Type of Complaint
Nature of Complaint
Service Level Time Frame
1.
Meter Related
Meter Running Fast /Creeping
22 Days
Meter Running Slow/Sluggish
22 Days
Meter Stuck up
22 Days
Shifting of meter
15 Days
Meter Burnt
7 Days
Other meter defects
22 Days
Meter Glass Broken
7 Days
Terminal Cover Not Sealed
7 Days
Meter Seal Cut
7 Days
2.
Billing Related
Surcharge Dispute
7 Days
Back Billing Disputed
30 Days
Late Bill Receipt
7 Days
Meter Reading not taken
7 Days
Door Locked Cases
7 Days
Meter Reading on Trust
7 Days
Bill not Served
7 Days
Phase Correction
7 Days
Category Correction
7 Days
Issue of Duplicate Bill
3 Days
Wrong SC No. entered while accepting CC Bill
7 Days
Paid CC Bill in time but appeared in D List
7 Days
Security Deposit not Printing on the Bill
7 Days
Non effecting of Category Change
7 Days
Other Billing Related
15 Days
3.
Other Customer Service
Title Transfer
30 Days
Non effecting of Additional Load
7 Days
Requirement of Additional Poles
10 Days
Termination Request
30 Days
Name Correction
15 Days
Phase not printing on the Bill
7 Days
Category not printing on the Bill
7 Days
Contracted Load not printing on the Bill
7 Days
Consumer Name not printing on the Bill
7 Days
Non Effecting of Name Transfer
7 Days
Loose Span
10 Days
Stay Wire Cut
10 Days
Other/General
30 Days
Category Change
7 Days
Shifting of Service
5 Days
Title Transfer
7 Days
Line Tree Branches Touching
5 Days
Non Effecting of Additional Load
7 Days
Additional Complaint
15 Days
New Connection Complaint
15 Days
Reporting of Theft/Mal Practice
15 Days
Category change
30 Days
Address Correction
15 Days
Shifting of service
15 Days
Line shift
15 Days
DTR Shift
15 Days
3.
Voltage Fluctuation
Voltage High
10 Days
Voltage Low
10 Days
4.
Pole Related Complaints
Pole Rusted/Damaged
10 Days
Pole Leaning
10 Days
3. Computerized Collection Center
(CCC): Computerized Collection Center is a single point contact for customers for all DISCOM-related
payments.
Locate Nearest Computerised Collection Center
Click here to get the contact details of the above centers.
Online Registration of
Complaints/Grievances: Customers can register
complaints and view the status of the same through this online complaint registration channel.
Grievances are handled on real-time basis ensuring prompt and assured services.
Online Fault
Reporting: You can also report Power
Outages and Service Connection Faults online in
addition to other means. A reference number is
generated for future reference.
Spot Billing: An innovative customer service initiative is the Spot Billing program where the meter readings are taken through hand held computer devices and bills are generated immediately at the customers’ premises.
