Power Minister Launches PSPCL’s Call Centre Expansion in Mohali, creating 750 New Jobs

In a significant move aimed at enhancing consumer grievance resolution and service delivery, Punjab’s Power Minister Harbhajan Singh ETO announced the expansion of the Punjab State Power Corporation Limited (PSPCL) call center infrastructure. This initiative is designed to improve the efficiency and responsiveness of the state’s electricity complaint registration system.

Currently, PSPCL operates its consumer complaint helpline (1912) through two call centers, each with 120 seats per shift, functioning 24/7. each day, 360 call center executives are dedicated to handling electricity-related issues reported by consumers. Although the helpline operates with 150 call channels, the high volume of calls often leads to an average of 30 calls in the queue at any given moment, though they are promptly addressed.

To meet the growing demand and enhance service delivery, PSPCL is set to significantly upgrade its capacity. The corporation’s Whole Time Directors (WTDs) have greenlit an extensive plan to increase the number of active call channels to 600. Of these, 210 channels will be allocated to the current centers, while the rest will be used to support a new call center in Mohali.
The new Mohali call center will feature 250 seats per shift, operating 24/7, resulting in 750 call center executives working at all times to handle consumer complaints. This expansion is expected not only to improve service quality but also provide valuable job opportunities for local youth. A tender for the project has already been issued, with the bidding process set to conclude shortly. The facility is expected to be fully operational by June 2025.

Minister Harbhajan Singh ETO emphasized that this initiative demonstrates PSPCL’s dedication to enhancing customer experience by ensuring timely and efficient resolution of consumer issues. “The Mohali call center will not only help manage the rising call volume but also improve our support services by leveraging advanced communication technologies and well-trained personnel,” he said.

With state-of-the-art telecommunication infrastructure and a skilled workforce, the Mohali center will reduce wait times, offer real-time assistance, and boost overall consumer satisfaction. The center will handle a variety of consumer inquiries, including billing issues, new connection requests, power outage complaints, and general service inquiries.

In addition to improving service quality, the new center will create significant local employment opportunities, contributing to the region’s socio-economic development. Consumers can still reach support by dialing the PSPCL helpline at 1912, which is available 24/7.

Minister Harbhajan Singh ETO reiterated that PSPCL remains fully committed to providing uninterrupted power supply while continually enhancing its customer support systems to meet the evolving needs of the public.

“This expansion of our customer support infrastructure is a direct outcome of the state government’s citizen-focused approach, led by the visionary leadership of Chief Minister S. Bhagwant Singh Mann. We are committed to turning his governance philosophy into tangible service improvements that directly benefit the people of Punjab,” the Power Minister remarked.