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.
Kakinada
Rajahmundry
Srikakulam
Vizianagaram
Bhimavaram
Eluru
Narsapuram
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