ADDRESS/CONTACT DETAILS:
Customer Service Centre, NESCO
Near Kalimandir,
Vivekanandamarg,
Balasore
Ph No :06782-320868,261509
Mail Id: nesco_cscbls@rediffmail.com
CSC is only working for Balasore Electrical Division (B.E.D) only. The Nodal Officer is the chief Superintending Officer & besides him another In-Charge is being posted over here who corresponds with different offices & officers of Division & Section offices along with Corporate Personnel.
The total strength of CSC executives including the In-Charge is nine with an office boy separately who works for both the shifts. The twelve hours of office duration a day has been divided into two shifts of 6 hrs each starting from morning 8AM to 2 PM & 2 PM to 8 PM.The Collection Counter is only open from 8 AM to 5 PM.
Each of the shifts comprises of one collection executive and three customer service executives with an office boy for both of the shifts.
Complaint Lodging Procedures: -
The complaints have been broadly divided into two categories namely (1) CSC complaints & (2) ECC complaints.
Customer Service Complaint (CSC): -
Consumers are to lodge this type of complaint physically by showing the documents needed for the purpose. Consumers are there fore requested to come with the duplicate copies of the documents along with the originals. The CSC executives after feeling the complaint properly register the complaint in the software and deliver the Acknowledgement with a specific complaint No, so that the consumer can get information about the complaint status at his will. Accordingly the complaints are resolved within the certain service level depending upon the complaint type. Furthermore CSC executives do intimate the complaint status at different level of time for their kind information. More of all in some cases if the CSC executive feels that the consumer is confused without having really having any such complaint then he/she tries to clear up the confusion at his/her level without registering it.
After dispatching the complaint to the concerned officer and officer, the CSC executives goes on following up the complaint time to time with escalation report in order to get the complaint resolved within the speculated time frame. After getting the rectification report & details CSC executive confirms it from the consumer over Phone and if the consumer is satisfied or not. Once it is confirmed then only the complaint will be closed in the software.
Customer service complaint involves: -
Metering Related Complaints.
Billing Related Complaints.
Other Customer Service.
Metering Related Complaints: -
o Meter-running fast
o Meter-running slow/Sluggish
o Meter struck up
o Shifting of meter
o Meter Burnt-supply there
o Other meter defects
o Meter seal cut
o Terminal cover not sealed
o Glass broken
o Checking of meter
BILLING RELATED COMPLAINTS: -
o Bill correction request
o Arrear Dispute
o Additional charges Dispute
o Surcharge Dispute
o Late Bill Receipt
o Meter Reading not taken
o Door locked cases
o Reporting of Theft/ Malpractice
o Other Billing related
o Bill not served
o Phase Correction
o Category Correction
o Non-posting of Bill
o Wrong posting of Bill
o Wrong billing request.
o Re-billing request.
o Meter reading correction request.
o Wrong meter reading.
OTHER CUSTOMER SERVICE: -
o Title Transfer
o Category Change
o Address correction
o Shifting of service
o Requirement Of Additional Poles
o Line shift
o Name Correction
o Additional Load Complaint
o Phase Conversion
o Others/General Complaints
Electricity Call Centre (ECC): -
Consumers can lodge this type of complaint personally coming to the office or even over Phone. They need to provide the correct Consumer No and exact Address with a Landmark so that Line Man can reach at the consumer’s place easily & immediately within few minutes after lodging the complaint.
As the complaint is received the CSC executive registers it in the software and provides the consumer a Complaint No for further communication, if the complaint couldn’t be rectified within the service level because of some unavoidable reasons. The executives use to follow the complaint up time to time until the work is done After getting the rectification details, CSC executive confirms it from the consumer over Phone and if the consumer is satisfied or not. Once it is confirmed then only the complaint will be closed in the software.
ELECTRICITY CALL CENTRE: -
SUPPLY RELATED:
o Supplied Failed- Total Area
o Supplied Failed- Individual
o Supplied Failed-1 Phase out
o Low Voltage in the evening
o Voltage Fluctuation
o Transformer-smokes/Flames
o Transformer-Cable/Lugs Burnt
o Transformer-sparking at Pole
o Transformer Oil Leaking
o Line-Snapped
o Line Bunched/Twisted
o Pole-shock
o Pole-Leaning
o Pole-Fell down
o SC-Wire broken
o SC-Wire loose connection
o Voltage High
o Meter burnt-supply not there
o Reconnection after payment
SECTION RELATED: -
o Meter Burnt.
Cash collection Counter: -
The Cash Collection Counter is open from 8 AM to 5 PM seven days a week for 365 days with some well-mannered collection executives. The counter is entitled to receive payment for the whole Balasore Electrical Division. No down payment or installment is accepted here but with the consent of SDO/Accountant. Collection in the form of DD/BD/Cheque is being accepted here.
Other Activities of the Centre: -
Morning Calls.
Morning call involves: -
o Consumer Awareness.
o Instigating to clear up the Arrears if any.
o Instigating to pay bill within due date and to enjoy the rebate amount.
DC Sheet Entry.
Reviewing of pending complaints if any.
New connection
o New connection form is available here.
o Responding the queries regarding new connection.
o Keeping fine points of non-payment list and managing the disconnection report.
o Delivering important reports regarding bill collection, non-payment lists, disconnection report and etc.
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