Pune, 1st January 2024: Maharashtra State Electricity Distribution Company Limited (MSEDCL) is introducing the ‘Welcome Cell’ across every district in the state, aiming to enhance customer service for industrial consumers as a New Year initiative. The campaign is designed to promptly address complaints related to billing, power supply, and facilitate new power connections and additional services for industrial customers. While continuing the existing services, this additional doorstep service is aimed at ensuring swift resolution of issues for industrial consumers.
Recognizing the crucial role of industrial customers as a significant revenue source for MSEDCL, the Deputy Chief Minister and Energy Minister of Maharashtra, Devendra Fadnavis, emphasized the need for prompt and high-quality services for this customer segment. Industrial customers currently contribute 46 percent of MSEDCL’s total revenue, with around 1200 new industrial power connections established annually. The industrial customer base is growing at a rate of approximately 3 percent each year.
To address the specific needs of industrial customers, Mahavitaran Chairman and Managing Director, Lokesh Chandra, proposed the establishment of ‘Welcome Cells’ at the local level. The ‘Welcome Cell’ initiative will be implemented at the district or circle level, with each cell operating under the authority of a Superintending Engineer and headed by an Executive Engineer. It will include additional staff members, such as a Manager or Deputy Manager (Finance & Accounts). The ‘Welcome Cells’ will be operational in each district within the next three days.
Each ‘Welcome Cell’ will have a dedicated contact number and e-mail ID for district-wise communication, enabling industrial customers to raise complaints, queries, or demands for new electricity connections, and report overcharges. Information about the ‘Welcome Cell’ will be disseminated through various channels to ensure accessibility.
Upon registering a demand with the ‘Welcome Cell’ for new electricity connections or increased electricity load, MSEDCL will promptly contact the relevant industrial customers, providing information about required documents and charges. The processing of documents, online applications, and payment of processing fees will be conducted at the customer’s doorstep within two working days. Subsequently, the process of providing new power connections, along with a firm quotation based on technical site inspection reports, will commence.
Complaints related to electricity service or billing received through the ‘Welcome Cell’ will be addressed within the prescribed time frame, adhering to service action standards.
The Maharashtra Government’s ‘Maitri Portal’ for industrial consumers allows online applications for new electricity connections to MSEDCL. Additionally, MSEDCL’s independent portal offers various services, including document uploads, application status tracking, toll-free contact numbers, ‘Urja’ chat-bot, and query forms for industrial customers.
The ‘Welcome Cell’ initiative is set to accelerate customer service for industrial consumers in every district, ensuring a seamless experience from the beginning of the new year.