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Kerala State energy Board (KSEB) is a government-owned public sector organization in India that has a monopoly on the production, transmission, and distribution of energy within the state. The Department of Power has jurisdiction for the agency, which was founded in 1957. January 2011 saw its registration under the Indian Companies Act of 1956.
CUSTOMER CARE CENTRE
A number of power distribution firms and state energy boards have established electricity call centers in order to proactively handle complaints pertaining to the power supply and offer reliable, efficient, and fast services to its clientele. These contact centers are open 24/7 to take complaints from clients via phone, fax, email, and other means. Electricity Call Centers are expressly assigned the phone number 1912 to handle complaints pertaining to power supplies.
Customer complaints are logged and sent to the field staff so that prompt action and correction can be taken. Periodically, the complaint’s status is monitored and updated. By contacting the call center staff, the customer can find out the status of the complaints they have filed. The issue is escalated to higher authority in order to expedite the resolution process if it is not handled within the allotted time frame.
A consumer can register a complaint/service request through various sources provided as the following:
- Automatically via Toll free (IVR) – 1912/0471-255544
- Manually with the help of CRAs – 1912/0471-255544
- Automatically via Cloud Telephony (IVR 2) – 9496001912
- Whatsapp Chatbot – 9496001912
- WSS (Web-Self services) portal – wss.kseb.in
STATE EMERGENCY NUMBER
Additionally, the Centralized Customer Care Center offers a State Emergency hotline, 9496010101, for reporting electrical mishaps throughout the state that require quick attention. By reporting such incidents to the relevant section office, prompt action can be taken.
CLOUD TELEPHONY SERVICES
There are now only 11 CRAs each shift on the toll-free number, which only has 48 incoming channels. Only 11 customer calls will be handled at a time as a result, and the remaining callers will have to wait in a queue.Cloud Telephony services, a fully automated complaint/service request registration solution, was introduced to eliminate this waiting period. ‘n’ number of customers can automatically register their complaint or service request via IVR and Whatsapp through the cloud telephony service, without having to wait in line or require operator involvement.Moreover, billing information is supplied by the cloud telephony via its automated WhatsApp chatbot and IVR.
Customers without smartphones can also report “No power supply complaints” by sending an SMS to 9496001912 with the following format: NP<13 DIGIT CONSUMER NUMBER>.Along with these services, an automated voice response feature called “Voice Blast” has also been implemented. This feature allows customers to receive voice alarms one day before their electricity is scheduled to be disconnected. This automated voice callback alert will be sent to customers by phone at 8048214203.
EMAIL COMPLAINT MANAGEMENT
Customers can also submit their requests or concerns to ccckseb@gmail.com or ccc@kseb.in.The task of handling these customer complaints and inquiries, including those pertaining to offline refunds, is delegated to an email complaint manager.All service requests and complaints made through the aforementioned channels are handled by the CCC-ET complaint handling software, which then forwards the requests and complaints to the relevant section offices for resolution.The email manager at the Centralized Customer Care handles between 100 and 150 customer emails on average.
Interesting Information About KSEB
31 hydropower projects, 7 solar projects, 2 diesel power plants, and 1 wind farm are all operated by KSEB Ltd. Apart from KSEBL, power is also generated by other projects operating in the captive, independent, and co-generation modes.
The Chief Engineer (IT) oversees the IT Wing, which is in charge of transforming KSEB into a fully automated power utility in order to make it one of India’s model utilities.
Follow the steps below to pay your KSEB electricity bill online
- Go to the KSEB Online Bill Payment Portal and select Quick Pay.
- Input your 13-digit Consumer Number or KSEB Registered Mobile Phone Number.
- To view the Bill, click ‘Submit.’
- To pay the bill, select ‘Consumer.’
- Click the ‘Proceed to Payment’ option.
- You have completed your KSEB bill payment.
How To Calculate KSEB Bill Based On Used Units?
The amount of units used multiplied by the rate per unit yields the KSEB electricity bill. The number of units utilized can be determined using the meter reading. For additional assurance on the computations and the overall amount of your KSEB payment, you can also utilize an online electricity bill calculator.
