Punjab reinforces PSPCL call centers for better consumer support

In a major leap toward strengthening consumer grievance redressal and service delivery, Punjab’s Power Minister Harbhajan Singh ETO announced a significant expansion of the Punjab State Power Corporation Limited’s (PSPCL) call center infrastructure. This move is aimed at improving the efficiency and responsiveness of the electricity complaint registration system across the state.

Currently, PSPCL operates its consumer complaint helpline (1912) through two call centers with a total of 120 seats per shift at each center, operating round the clock. This amounts to 360 call center executives working daily to handle electricity-related issues reported by consumers. The Helpline is supported by 150 call channels, but despite these resources, an average of 30 calls remain in waiting at any given time due to high volume, though they are attended promptly.

To address this growing demand and ensure better service, PSPCL is undertaking a significant capacity upgrade. The corporation’s whole-time directors (WTDs) have approved an ambitious plan to expand the number of operational call channels to 600. Of these, 210 channels will be allocated to the existing call centers, while the remainder will support a brand-new call center to be established in Mohali.

The upcoming Mohali call center will house 250 seats per shift, operating round the clock, which means a total of 750 call center executives will be deployed to handle consumer grievances at all times. Thus, this initiative is not only expected to significantly improve service delivery but also to provide valuable employment opportunities to the youth. A tender for the project has already been floated, and the bidding process is set to conclude soon. The new facility is expected to be fully operational by June 2025.

“This strategic initiative underscores PSPCL’s unwavering commitment to improving customer experience by ensuring timely, efficient, and reliable resolution of consumer issues,” said Minister Harbhajan Singh ETO, adding, “The Mohali call center will not only help manage the increasing volume of calls but also enhance our support mechanisms using modern communication technologies and trained service executives.”

Equipped with advanced telecommunication infrastructure and staffed with professionally trained personnel, the Mohali center is expected to significantly reduce wait times, improve real-time assistance, and elevate consumer satisfaction levels. The center will handle a wide range of consumer interactions such as billing issues, new connection requests, power outage complaints, and general service inquiries.

Besides improving service quality, the new call center will also generate substantial local employment opportunities, further contributing to the region’s socio-economic development. Consumers can continue to access support by calling the PSPCL helpline number 1912, which remains active 24x7.

The Cabinet Minister, Harbhajan Singh ETO, said that PSPCL remains fully committed to providing an uninterrupted power supply while continuously enhancing its consumer support systems to match the evolving expectations of the public.

"This expansion of our customer support system is a direct outcome of the state government's citizen-centric approach, guided by the visionary leadership of Hon’ble Chief Minister S. Bhagwant Singh Mann. We are committed to translating his governance philosophy into real-time service improvements that directly benefit the people of Punjab," said Power Minister Harbhajan Singh ETO.