Friday, July 24, 2009

Customer Management Centers

In its drive towards enhanced customer service, APEPDCL offers its customers several forms of Customer Management Centers (CMC) across it's operational area comprising ECC (Electricity Call Centres) , CSC (Customer Service Centres) & CCC (Computerised Collection Centres) to deal with issues related to fuse-off call & supply, billing and metering related complaints, bill payment and other related issues.

Customer Management Centers (ECC, CSC, CCC ) are now available at following 7 major towns in addition to Visakhapatnam.
1. Electricity Call Center (Dial: 155333) - (ECC): A round-the-clock customer service center, enables customers to register their complaints remotely over phone by calling up a centralized phone number '155333' on a 24x7 basis (24 hours a day and 7 days a week).

Locate Nearest Electricity Call center

2. Customer Service Centers (CSC): Customer Service Centers are single window clearance points for all customer-related activities (excluding collections of bills, arrears etc). Customers can apply for new connections, register their complaints with regard to meter-related problems, billing-related problems, new service connection/category change/title transfers etc.

Locate Nearest Customer ServiceCenter

Procedures have been made easy through Customer Service Centres till Sub Divisional level.
Customer Service Center handles requests or complaints from consumers for which documentation such as title transfer etc. is required to be produced by the customer.

For services for which no pole extension is required the services will be released within 48 hours (Cities and Towns) and 7 days (Rural Areas).

For requests related to new service connections consumers must carry the following documents for registration purposes.
a. Proof of Ownership.
b. Wiring Certificate (Commencement & completion) issued by the registered electrical contractor.

Consumers are given an acknowledgement of their request registrations with a unique registration number, which must be provided in all future references and to know the current status of their requests.

The various type of complaints which will be addressed in the CSCs are Meter-related complaints, Billing-Related complaints, Disconnection-Related complaints, and any other customer service related complaints, the details of which are as given in the table below:

Sl.No Type of Complaint/ Request Nature of Complaint / Request Service Level
Time Frame
1. Meter Related Meter Running Fast /Creeping 22 Days
Meter Running Slow/Sluggish 22 Days
Meter Stuck up 22 Days
Shifting of meter 15 Days
Meter Burnt 7 Days
Other meter defects 22 Days
Meter Glass Broken 7 Days
Terminal Cover Not Sealed 7 Days
Meter Seal Cut 7 Days
2. Billing Related Surcharge Dispute 7 Days
Back Billing Disputed 30 Days
Late Bill Receipt 7 Days
Meter Reading not taken 7 Days
Door Locked Cases 7 Days
Meter Reading on Trust 7 Days
Bill not Served 7 Days
Phase Correction 7 Days
Category Correction 7 Days
Issue of Duplicate Bill 3 Days
Wrong SC No. entered while accepting CC Bill 7 Days
Paid CC Bill in time but appeared in D List 7 Days
Security Deposit not Printing on the Bill 7 Days
Non effecting of Category Change 7 Days
Other Billing Related 15 Days
3. Other Customer Service Title Transfer 30 Days
Non effecting of Additional Load 7 Days
Requirement of Additional Poles 10 Days
Termination Request 30 Days
Name Correction 15 Days
Phase not printing on the Bill 7 Days
Category not printing on the Bill 7 Days
Contracted Load not printing on the Bill 7 Days
Consumer Name not printing on the Bill 7 Days
Non Effecting of Name Transfer 7 Days
Loose Span 10 Days
Stay Wire Cut 10 Days
Other/General 30 Days
Category Change 7 Days
Shifting of Service 5 Days
Title Transfer 7 Days
Line Tree Branches Touching 5 Days
Non Effecting of Additional Load 7 Days
Additional Complaint 15 Days
New Connection Complaint 15 Days
Reporting of Theft/Mal Practice 15 Days
Category change 30 Days
Address Correction 15 Days
Shifting of service 15 Days
Line shift 15 Days
DTR Shift 15 Days
3. Voltage Fluctuation Voltage High 10 Days
Voltage Low 10 Days
4. Pole Related Complaints Pole Rusted/Damaged 10 Days
Pole Leaning 10 Days

Monday, July 20, 2009

Key Achievements

47 Nos. new 33/11 KV Sub-stations charged under JBIC & internal funding with a total cost of Rs.65 Crs.
Augmentation of 78 Nos. Power Transformer capacities completed for 27 Crs.
8935 Nos. new DTRs charged for Rs 102 crs.
HVDS conversion completed covering 8,560 Nos. Pump sets with an expenditure of Rs. 103 Crs.
DTR failures reduced to 1.29%.
Automatic meter reading of HT services and feeders in Vizag and Vizianagaram circles is completed.
Repairs & Maintenance of existing network started in a drive mode with an allocation of about Rs 20 Crs to further improve supply reliability and customer delight besides technical loss reduction.
Segregation of Non Agricultural loads completed for 200 Nos rural feeders to ensure 7 hrs. quality supply for agricultural consumers.
ISO 9001-2000 certification achieved for 5 Nos. Operation Divisions and for corporate Office.
Call centers are standardized for enhanced customer satisfaction.
Any Time Payment (ATP) machines installed at 4 Nos. locations in Visakhapatnam.
Bill payment through internet introduced.
Distribution of CFLs taken up under CDM and distribution completed in 2 sections for 20000 consumers in Visakhapatnam District .
Distribution losses reduced from 9.46% to 7.78% resulting in savings of 71 MU with a monitory savings of Rs. 24 Crs.
Line clear module integrated with Customer Service Centers to have quick data of scheduled outages and interruptions.
IVRS facility introduced in Visakhapatnam city and a promotion campaign launched to encourage max utilization
Feeder franchising implemented for 8 Nos. 11 KV feeders in tribal areas
Under RGGVY 1,86,824 Nos. Rural Households are electrified out of which 1,58,542 Nos. are BPL beneficiaries. , 251 Nos. Habitations were electrified.
SAP implemented throughout APEPDCL.

Other Achievements

Section Office Automation taken up in a big way by value additions in Eastern Power Information Management and Reporting System ( EPIMRS)
MRI compatible meters fixed to all 11 KV feeders for better energy audit.
Wide Area Network (WAN) provided to all Divisions and EROs for effective data transmission
Comprehensive Revenue Accounting System ( RAS) launched to have an integrated software billing and revenue accounting of the company.
Pilot project on PLCC based Automatic meter reading taken up in Auto Nagar section in Vizag.


127 Nos. new 33/11 KV Sub-stations and augmentations at 31 Nos. existing 33/11 KV Sub-stations under JBIC, RGGVY & internal funding with a total cost of Rs.155 Crs.
HVDS works for balance pump sets with an estimated cost of Rs. 150 Crs.
Balance RGGVY works will be completed.
Centralised server installation and data integration to make APEPDCL as single data base.
Wide Area Network (WAN) up to all Sub-Divisions and sections.
Revenue Accounting System (RAS) for remaining 4 circles.
GIS based consumer indexing implementation and integration with RAS.
IVRS for other major towns in APEPDCL.
Installation of ATP machines in major towns of APEPDCL.
Introduction of electricity bill collection through ATMs, Credit Card swiping, mobile phones and spot collection machines.
Consumer feedback drive taken up as a part of continuous improvements in consumer services.
Implementation of SCADA for Visakhapatnam city.
Fixing up of Capacitors on LV side of DTRs existing in agricultural feeders.
Introduction of Time Of the Day (TOD) metering as a part of Demand Side Management.

Friday, July 17, 2009

Our Network

Our distribution network stretches from Srikakulam district in the North of Andhra Pradesh to West Godavari district in the South.
To know more about APEPDCL and each individual district click on the links below:

East Godavari
West Godavari

Our Vision
Serving with smile

To ensure reliable, efficient and sufficient power supply to consumers.

To ensure a balanced all-round development of power infrastructure in all circles of operation.

To ensure operational efficiency through managerial, functional autonomy and technological up gradation.

To focus on customer care and customer service in all spheres of activity, by maintaining good quality and cost-effectiveness in power distribution.
Serving with Smile

Future Plans
Integration of customer database with GIS for all 29 towns of APEPDCL for better linkage between customer and network elements i.e., pole, distribution transformer, feeder and sub station

HT Metering Information Management System (MIMS), an in house application under development for tracking Metering Installation for HT Consumers

Strengthening transmission and distribution infrastructure

Conducting a special drive against Electricity Pilferage


Following the advent of power reforms in the country, the Eastern Power Distribution Company of Andhra Pradesh Limited (APEPDCL) was formed on the 31st of March, 2000, to serve as a Distribution Company of AP Transco.

APEPDCL, Visakhapatnam is the leading Indian power utility serving a consumer base of over 4 million spread across five districts in the southern state of Andhra Pradesh. It has always been a pioneer in delivering technology centric customer care services to its customers. EPDCL has the lowest AT&C losses and one of the best in terms of operational efficiency.

APEPDCL is responsible for undertaking distribution and bulk supply of power in the operation circles of Srikakulam, Visakhapatnam, Vizianagaram, East and West Godavari districts and 17 Divisions of Coastal Andhra Pradesh. APEPDCL supplies power to over 42 lakh consumers belonging to different categories through a network consisting of 427 Sub-stations of 33 KV level, 1807 feeders of 11 KV level and more than 93,204 distribution transformers of different levels. The Corporate Office and Headquarters of APEPDCL is situated at Visakhapatnam.

Wednesday, July 15, 2009

About the company

APEPDCL is One of the Power Distribution companies in Andhrapradesh, INDIA.Which covers 5 Districts.SRIKAKULAM ,VIJAYANAGARAM,VISAKHAPATNAM,EAST GODAVARI and WEST GODAVARI. Which invites revolutionary new trends in power distribution system.