Our endeavour is to provide the best customer service. On our part we wish to be open, transparent and responsive. But we do need your active participation. A customer who asserts his rights and insists on good service will catalyze our efforts.

Do participate actively in the Customer Service Meets, visit our Central Complaints Division, use our Customer Service Stations, complain boldly on corruption and discourtesy. Help us to help you.

Customer Meets

1. Objective : To apprise customer regarding various aspects of performance and to obtain feedback for service improvements

2. Frequency : Once in three months

3. Venue Time & Participation : Announcement will be made in Newspapers 15 days in advance. Participation is open to all customers of the Sub-Division.

4.Conducted by : Superintending engineer.

5. Agenda : Review of…

• Service Performance on new connections

• Service performance on complaints

• System improvements activities

• Accidents

Feedback from Customers.

Any other Subject deemed relevant.

6. Follow up :

• Records of review and decisions taken are maintained.

• Decisions are followed up by AEE.

• Status is reviewed in subsequent meets.

Public Notices

Public Notices, in Newspapers, are given in the following situations :

1. Scheduled Power interruptions of more than 3 hours will be intimated 24 hours in advance.

2. Change in Tariff or Billing procedures will be intimated 30 days in advance.

3. Venue and time of Customer Meets will be intimated 15 days in advance.

4. Failures of major equipment requiring more than 12 hours for restoration of power will be intimated next day.

5. Interruptions due to gaps in generation capacity will be intimated 24 hours in advance.

In the event of any emergency

If there is any emergency like a fire due to short circuit or a hazardous situation that can be averted only by KPTCL officials, you may phone KPTCL office, nearest to your locality and explain the nature of emergency to the officer on duty at the KPTCL office.

Customer Service Day

A Customer Service Day, once a month will be held in all Sub-Division and Division Offices to enable the customers to lodge complaints and grievances personally, without fear or inhibitions, with all Sub-Divisional and Divisional Officers.

The first Monday of every month shall be observed as Customer Service Day, commencing from March 2000 , in all Sub-Division and Division Offices in Bangalore Metropolitan Area Zone to begin with.

Mechanism of the Customer Service Day

• First Monday of every month is observed as Customer Service Day in all Sub-Division and Division Offices in Bangalore Metropolitan Area Zone to begin with.

• If the first Monday is holiday, the next working day will be observed as Customer Service Day during that month.

• The executive Engineers, Electricity of all O & M Divisions and Assistant Executive Engineers, Electrically of all O & M Sub-Divisions shall stay in their offices throughout the day and hear the grievances of the customer and redress them immediately.

• A Register will be maintained to record the grievances received and action taken during the Customer Service Day.

• The grievances will be duly acknowledged to Customer concerned.

KPTCL makes a fervent appeal to all customers, big or small, to extend their co-operation without fear or favour to make this system work, because this will be a Transparent System to help the customers to get a better deal for the power they purchase from the Corporation.

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