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To strengthen consumer grievance redressal and enhance public service delivery, Punjab Power Minister Harbhajan Singh ETO on Wednesday announced the expansion of Punjab State Power Corporation Limited’s (PSPCL) call centre network — including a major upgrade in infrastructure and manpower, with the establishment of a new state-of-the-art call centre in Mohali, expected to be fully operational by June 2025.
Currently, PSPCL operates its round-the-clock helpline (1912) through two call centres, each equipped with 120 seats per shift. With 360 executives handling customer calls daily, and 150 call channels in use, the system remains under high pressure due to the sheer volume of complaints. An average of 30 calls are typically queued at any moment, despite swift attention by support staff.
To resolve this bottleneck and ensure seamless consumer support, PSPCL’s Whole Time Directors (WTDs) have approved a massive expansion plan. Under the new arrangement, the number of call channels will quadruple from 150 to 600. Of these, 210 will bolster the existing centres, while the rest will support a newly established facility in Mohali.
The upcoming Mohali call centre will house 250 seats per shift, operating round-the-clock in three shifts, engaging a total of 750 executives. This expansion aims not only to drastically cut down consumer wait times but also to generate substantial employment opportunities for Punjab’s youth. A tender for the project has already been floated, with bidding set to conclude soon.
“This strategic initiative underscores PSPCL’s unwavering commitment to improving customer experience through timely, efficient, and reliable resolution of consumer concerns,” said Power Minister Harbhajan Singh ETO. “The Mohali call centre will help us manage rising call volumes and integrate modern communication technologies with highly trained service personnel.”
The new facility will be equipped with cutting-edge telecommunication systems and managed by professionally trained staff. It will handle a wide range of customer issues—from billing queries and new connection requests to power outages and general complaints—ensuring real-time assistance and improved service satisfaction.
The initiative is expected to play a crucial role in both service enhancement and regional economic development. “This is a people-first step in line with the vision of Chief Minister Bhagwant Singh Mann,” ETO said. “We are determined to deliver better governance through responsive systems that directly benefit the citizens of Punjab.”
Consumers can continue to access support via the 1912 helpline, which will remain operational 24x7 throughout the upgrade process.