Patna: Bihar Energy Minister Shailesh Kumar alias Bulo Mandal on Monday inspected the state-run 1912 toll-free customer care centre at the SCADA building in Patna and reviewed consumer services, maintenance operations and ongoing development initiatives.
The visit included an assessment of the centre’s complaint handling system and operational performance.
Direct interaction with electricity consumers
During the inspection, the minister spoke directly with electricity consumers from Bhagalpur, Darbhanga, Banka, Naugachia and Purnia through the 1912 service.
He sought feedback on electricity-related services and enquired about the handling of complaints registered in recent days. According to the department, several consumers reported satisfaction with the response to their grievances.
Focus on uninterrupted power supply
Following the review, the minister instructed officials to continue efforts to ensure reliable and quality power supply across the state.
He said protecting consumer interests remained a key responsibility of the department and stressed the importance of timely grievance redressal.
Push for greater awareness in rural areas
The minister directed officials to expand awareness campaigns about the 1912 helpline, particularly in rural and remote areas.
He said wider awareness of the service would help more consumers access support and register complaints when required.
The minister also called for measures to reduce dropped calls and improve the overall efficiency of the customer support system.
Review of helpline and training facilities
As part of the visit, Mandal inspected the newly launched Sahyog toll-free helpline 1100 and the operator training hall associated with the 1912 service.
He reviewed training arrangements for call centre staff and offered suggestions aimed at improving communication with consumers and enhancing transparency in service delivery.
Officials attend inspection
Senior officials of the Energy Department were present during the inspection and participated in discussions on service delivery and operational improvements.
The department said data collected through the system at regular intervals was being used to monitor performance and support improvements in consumer services.
