| Ahmedabad Electricity Company has been striving to improve customer-satisfaction through various initiatives in the last few years. It is one of the first few utilities in India to suo moto propose customer service benchmarks. |
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Since last few years, the
Company has been striving to improve the customer-focused
services by taking various initiatives like:
| • |
A hi-tech consumer care mobile
van equipped with computers, printers and
online connectivity was introduced to provide
services to the customers at site. This has
helped in accepting online applications for
new connections, bills and consumer complaints
as also educating consumers about billing,
meter queries, etc. |
| • |
The Company has opened a high tech customer
call center with IVRS. |
| • |
The company has installed KIOSK (with touch
screen terminal) and the Bill Payment terminal
for 24X7 bill payment facility through cheque |
| • |
Joint visits with CERS representative and
Electrical Inspector at Consumer’s premises
to check accuracy of meters, |
| • |
Among the first utility Companies to introduce
an independent Appellate Committee |
| • |
Special help desk was started to assist
consumers in filling various forms and replying
to their queries. |
| • |
The Company has formed Customer Services
Advisory Council. |
| • |
Imparting professional training to the employees
for interacting with the customers. |
| • |
For enhancing supply reliability and improving
the voltage profile, the Company’s distribution
network is regularly strengthened, new substations
are commissioned; distribution transformers
are added and large numbers of capacitors
are installed. |
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