VISAKHAPATNAM: In what is dubbed as a trend-setting initiative, Eastern Power Distribution Company of Andhra Pradesh Ltd. (EPDCL) has decided to fix accountability with all its 9,000-odd workforce for their actions and pay penalty to consumers for delay in rendering any service.

In tune with the guaranteed standards of performance recommended by AP Electricity Regulatory Commission, the EPDCL is following the deadlines set for various types of services. In the event of any delay without any valid reason, the EPDCL will pay compensation to consumers.

The EPDCL which has 30 lakh consumers across Visakhapatnam, Srikakulam, Vizianagaram, East and West Godavari districts, recently paid Rs.1700 to six consumers for failure to give new power connection. As per the standards set by the company, new connection has to be released within 48 hours of the date of receiving an application in urban areas and seven days in rural areas.

Citizen's charter

The citizen's charter, put up by EPDCL at all its 54 call centres and 85 customer service centres, envisages release of new power connection within 30 days. A compensation of Rs.50 will be paid for each day of default.

EPDCL Chairman and Managing Director Praveen Prakash told The Hindu on Monday that the penalty amount would be recovered from the salaries of employees responsible for the delay.

As part of a multi-pronged approach and focus on customer care, the EPDCL sent the compensation amount by money order to V. Vidya Sundaram of Korukonda, D. Rama Rao of Rajahmundry, Bharati Tele Ventures of Alamuru, all in East Godavari and three others through money order.

Mr. Praveen Prakash said they had trained the manpower on how to handle various complaints/applicants by developing a customised management information system at all the 54 call centres.

The performance is monitored on daily basis by the circle Superintending Engineers and the CMD.

As part of the multi-pronged strategy, commercial and technical losses are minimised with thrust on commercial losses where no investment was required. Online registration of complaints was another customer-friendly facility introduced by EPDCL.

Mr. Praveen Prakash said they were also trying to avoid load shedding/relief due to interruptions like voltage fluctuations, repair and maintenance and other factors

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