Bengaluru: After the public complained about the Bescom helpline (1912) being non-responsive as reported by Deccan Chronicle on June 4, the power utility has added 12 more lines to the helpline to improve the response time and to allow more people to register their complaints.
The Bescom helpline receives over 10,000 calls every day on power cuts, bill payment and other issues. The maximum number of calls is about power cuts as the city has been receiving rains. The helpline, which has around 40 to 45 lines, is always jammed and people cannot get through. Consumers have been slamming Bescom on social media sites, as they get only automated responses when they call the helpine.
A senior Bescom official said, "We have added 12 more lines bearing mobile numbers 9480816108 to 119 and these are temporary phone numbers until we expand the 1912 helpline to over 65 lines, which will be done shortly. We are advertising these mobile phone numbers to ensure that people know there are more numbers for them to contact Bescom. Once a caller registers a complaint with us, he will get constant updates on his mobile phone through messages until the issue is resolved."
He said, "We understand that there is a need to extend the helpline, considering the growth of the city. The issue has already been taken up and officials concerned are working on it. We also have plans to strengthen the social media section, where we can be quick in addressing and resolving issues."
Ms Meenakshi Rao, a resident of HSR Layout, said, "The Bescom helpline was of no use as we could not get through them for hours. We even tried posting the complaint on their Twitter handles, but all we got was an automated response of acknowledgement. Now these new numbers should be helpful." Mr Mohan Babu, a techie, said that it is time Bescom went forward with the helpline and customer care service.
"The city is growing at a rapid pace and Bescom still has not moved forward. The helpline needs to be upgraded and more people recruited to serve people better," he said.
