The Uttar Pradesh Power Corporation Limited (UPPCL) is significantly enhancing its consumer grievance redressal mechanism in Noida by expanding its network of helpdesks. As part of a broader Urban Restructuring Plan, the power department is increasing the number of operational helpdesks from eight to eleven to streamline operations and improve user experience.
New Helpdesk Locations and Expansion Timeline
The expansion includes newly established helpdesks in Jahangirpur and Itehra. Furthermore, an additional desk in Rabupura is scheduled to become functional from January 1, 2026. This initiative, launched by the UPPCL on November 15, is a direct response to growing consumer demand for more accessible and efficient service points.
Complaint Resolution and System Performance
Since the restructuring plan's launch, the department has received a total of 1,575 complaints. Impressively, 978 of these were resolved in less than a month, demonstrating the system's improving efficacy. On average, the helpdesks register around 10,000 complaints each month, covering issues such as billing discrepancies, requests for load increases, new connections, and faulty meters. A snapshot of demand was seen on December 19, when approximately 250 people sought assistance from the existing facilities.
Chief engineer SK Jain expressed satisfaction with the public's positive response to the new online complaint registration portal. This system has replaced the older, more cumbersome process of contacting multiple officials for different issues. Consumers can now conveniently track the status of their complaints through the dedicated 1912 hotline by using their unique complaint docket number.
Structured Follow-up and Faster Response Times
To bolster consumer satisfaction, the department has instituted a structured follow-up system for all registered grievances. The response time is now clearly defined based on the complaint's nature. Power supply issues are typically addressed within one to two hours, while billing-related matters may take two to three days for resolution. This clear timeline promotes accountability and builds consumer trust. The system also includes provisions for escalated responses if complaints are not resolved within the stipulated timeframe.
"Enhancements will continue to unfold in the new year to ensure that assistance is readily available through the new system," Jain told Times of India. He emphasized that these new facilities are a direct result of consumer feedback and increasing demand.
Parallel Expansion in Ghaziabad and Statewide Reach
A similar expansion is underway in Ghaziabad, which currently operates 15 helpdesks. This includes four newly established facilities in Kamla Nehru Nagar, Nehru Nagar, Lal Kuan, and Pratap Vihar (Zone 1). Overall, the UPPCL's urban restructuring system is now active at 33/11 kV substations across multiple regions, including Noida, Ghaziabad zones 1 and 3, Saharanpur, Moradabad, and Lucknow.
The primary aim of this overhaul is to provide consumers with a reliable power supply under designated officials who can address key power-related issues. With a combined network of 26 helpdesks (11 in Noida and 15 in Ghaziabad), these facilities serve a massive consumer base of over 20 lakh (2 million) people, which includes about 4.5 lakh (450,000) consumers from GB Nagar.
