Customer Centricity

At Tata Power–DDL, our customers are at the core of our business and we work tirelessly to ensure complete satisfaction for our customers. We understand that electricity is an integral part of our customers’ lives and enable all of us to do more in life.

As part of Universal Service Obligation (USO), Tata Power – DDL is committed to provide electricity to all customers in its licensed area without discrimination as long as they are bonafide 'customers' under the provisions of Electricity Act 2003. Service delivery parameters are set by DERC and are notified through Electricity Distribution Supply Code and Performance Standard Regulations.

Accordingly we are committed to provide our customers with responsive and best-in-class customer service and experience through non-stop, reliable supply of power, accurate meter reading and billing including automatic meter reading system (AMR) for high-end consumers. The excellence journey started with the establishment of Customer Care Centers (spread across 12 Districts) and with the introduction of a 24 * 7 Call Centre (19124). Over the years, Tata Power – DDL has introduced many such customer conveniences viz. Responsive website with customer login section, SMS PULL service, and mobile application – 'Tata Power-DDL Connect'.

To enhance its reach, enable and empower its customers, Tata Power – DDL has also marked its presence on new age social media platforms viz. Facebook, Twitter, Slide share and You Tube. With the introduction of Online Document Submission Facility (For New Connections >=11 KW customers), Live Web Chat service (on limited time period basis), Tata Power – DDL is continuously working to digitally empower its customers.

In order to develop a close bond with its customers, Tata Power – DDL organizes customer interaction programs like, monthly meetings with RWAs, quarterly meeting with IWAs, Annual Customer Meets like Udhyam and Atithi Vishesh. Further, all customers who have a sanctioned load >=100 KW are attached to dedicated Client Managers, who provide personalized service to such customers. From the perspective of Corporate Social Responsibility, a separate group looks after the service delivery aspect, for the lowest strata of society i.e. people living in slums / JJ Clusters, who are also identified as Key Community. Similarly, a separate and dedicated group looks after the needs of the Government & Industrial customers who have multiple connections within our distribution area.

To provide accurate meter reading and billing to our customers, automatic meter reading system (AMR) is available to all customers > = 11 KW, while all other customers are billed on the basis of a mobile based reading recording system. In order to provide customers benefit of latest technology, Tata Power – DDL is also working on Smart Meters which shall enable two way communication between the utility and the customer.

To offer convenient payment services, Tata Power – DDL has made available multiple modes and avenues for making payment to its customer's viz. In person payment at company owned Cash Collection Centers & ATPMs, online payment facility (Credit-Debit card / Net banking), mobile wallet, special credit card tie ups for KCG customers etc. Customers also have the option to make an advance payment and earn interest on the same (as per the defined regulations).

As part of the complaint management process, apart from being able to register their complaints at the call center, customers can also reach out to District customer care centers that are the primary touch points for any complaint registration and escalation. As part of the 3 Tier complaint escalation mechanism, the customer can meet Customer Relation Executives, Customer Service Managers and the District Manager. If still dissatisfied, the matter can be escalated to Circle Head / Head (Customer Services & Key Consumer Group). For any assistance during New Connection Process and for resolution of old billing disputes / arrears, separate hearing and counseling cells have also been established for the customers. Tata Power–DDL has an integrated complaint management process for logging and tracking customer request / complaints with an inbuilt auto escalation mechanism. Complaints are registered by providing a unique system generated request number and all the complaint processing information are updated against the corresponding number with which the customers can seek the status of their complaint/request from any touch point.

Voice of the Customer

  • My supply was disconnected due to some issue, but Tata Power-DDL's team swiftly restored the power supply. Thank you – Vinod Kapoor.
  • I am very happy with the behaviour and guidance of Tata Power-DDL's customer care staff. Really Thankful for their support – Rajbir Singh, Rohini
  • Many thanks to Tata Power–DDL for creating a safe environment and providing 24 x 7 electricity. - Dinesh Kumar, Narela
  • We would like to appreciate the great service rendered by the team at Tata Power-DDL's Azadpur office. Thank you for the pro-active response. - Rajive Gogna