Customer Services & Initiatives
@TPDDL

Contents
2
 Overview
 Customer Touch Points & Complaint Handling
o 24*7 Sampark Kendra (Helpline)
o Customer Care Centres
o SMS PULL Service
o Website / Email
o Utilities Customer E-Service - UCES
o Complaint Escalation
 Customer Service Initiatives
o New Connection
o Reading & Billing
o Payment Convenience
o Communication and Customer Relationship
o Reliable and Quality Power Supply

Overview
-TPDDL Vision
To be the most trusted and admired provider of reliable,
competitive power and services, and be the company of
choice for all stakeholders.
Customer Revenue Cycle
New
Connection
Power
Supply
Metering
Reading &
Billing
Payment
Smooth &
Timely
Processing
24*7 Reliable
and Quality
Supply
Safe & Accurate Error Free Convenient &
Hassel Free

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Overview
-Customer Recognition
For any communication with TPDDL, always quote your Contract Account / Connection
Account (CA No) OR complaint / request number (Notification No) details
Every Connection is provided with a 11 Digit unique Contract Account / Connection
Account Number (CA No)
CA No displayed on Top Most
(Right Side) portion of
Electricity Bill
Every Request / Complaint is also provided with a 10 Digit unique request /
complaint number (Notification Number)
For instant recognition of the customer, always call from the registered Mobile Number

Customer Touch Points & Complaint Handling
-24*7 Sampark Kendra
Call Us - To register your complaints, requests and queries pertaining to
1. No Supply
2. Fire & Safety
3. New connection and Attribute Change (Name / Load / Category Change)
4. Billing, Metering and Reading Request
(Example: Meter Burnt / Faulty / Testing / No Reading / Wrong Reading / Bill Not Delivered / Payment
Adjustment etc.)
5. Status of registered request
6. Street Light
7. Theft, Harassment, Ethics & Project Execution
8. Verification of TATA POWER-DDL Employees
Each registered request / complaint is provided a Unique
Notification Number (complaint number)

Customer Touch Points & Complaint Handling
-Customer Care Centre
Visit Us - To register your complaints, requests and queries pertaining to
• New Connection Request
• Attribute Change (Name / Load / Category Change)
• Meter related Complaints (Meter Burnt / Faulty / Testing)
• Reading Complaints (No Reading / Wrong Reading / Bill Not Delivered)
• Billing & Payment Complaint
• Power Supply & Street Light Complaint
• Reporting Distribution Network Safety Issues
• Reporting Unethical / Harassment Complaint
Each Customer Care Centre have
Customer Relations Executive and
Customer Service Manager
for addressing any escalated complaints

Customer Touch Points & Complaint Handling
-Customer Care Centre
District Address
Moti Nagar District Office Building, Inder Puri, Behind Pusa Institute, Delhi
Shakti Nagar District Office Building, Nagia Park, Shakti Nagar, Delhi
Model Town District Office Building, Gopal Nagar, Near Azadpur Flyover
Civil lines District Office Building, Hudson Lines, Civil Line, Delhi
Keshavpuram District Office Building, Near Laxmi Bai College, Phase - 3, Ashok Vihar, Delhi
Mangolpuri District Office Building, Mangolpuri Industrial Area Phase-1,Mangolpuri Delhi
Pitampura District Office Building, GP-6 Block, Pitampura, Delhi
Rohini District Office Building, Sector-3, Shakti Deep Building, Rohini, Delhi
Shalimar Bagh District Office Building, Near Jaspal Kaur Public School, Shalimar Bagh, Delhi
Burari TPDDL Office, Main Market Sant Nagar Burari, Delhi
Narela District Office Building, Bawana Road, Near Fire Brigade Office, Narela, Delhi
Bawana District Office Building, Main Road Bawana, Near Aditi Girls College, Bawana, Delhi
Badli District Office Building, DSIDC Gate No-5, Badli Ind. Area, Near MTNL Office, Delhi
Note: Our Customer Care Centres are open on Monday to Friday from 09:30 AM to 6:00 PM
and on Saturdays from 09:30 AM to 1:00 PM
Fully Networked Customer Care Centres

Customer Touch Points & Complaint Handling
-Customer Care Centre
Visit our website (tatapower-ddl.com)
to access
Customer Care Centres
location on Geographic Map
Make use of HOT LINE facility at Customer Care Centres
for direct connectivity with Sampark Kendra (Helpline)
during / after Office Hours.

Customer Touch Points & Complaint Handling
-SMS PULL Service
Request SMS Code
No Supply Complaint TPDDL NCC XXXXXXXXXXX
Shutdown Details TPDDL OI XXXXXXXXXXX
New Meter Connection TPDDL <NEW>
Current Bill Details TPDDL CBL XXXXXXXXXXX
Last 5 Bill Details TPDDL BL XXXXXXXXXXX
Last 5 Payment Details TPDDL PMNT XXXXXXXXXXX
Send SMS to 56070 for following requests
* XXXXXXXXXXX denotes your 11 digit CA Number

Customer Touch Points & Complaint Handling
-Website / Email
Visit – www.tatapower-ddl.com
For
• Complaint Registration and Status
• Pay Bill Online
• Download Forms & Formats
• Outage Details
• Reporting Safety & Unethical Issues
and host of Other Information
You can also email your
concern / feedback at:
customercare@tatapower-ddl.com
You can also provide Instant Feedback

Customer Touch Points & Complaint Handling
-Utilities Customer E-Service - UCES (Web Login)
Register yourself at TPDDL website (www.tatapower-ddl.com) and manage your
account online
Have instant access to
• Customer Profile,
• Meter Details and Consumption
History,
• Bill Details and Payment History,
• Download current Bill and Pay Online,
• Update Contcat Details and Manage
SMS / Email alerts,
• Complaint / Request (notification)
Registration/ Tracking
Manage multiple connection
account with single login

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Now, access TPDDL website on mobile for following
options
• Power Outage Details
• Bill Details & Payment
• Last Three Consumption Details
• Last Five Payment Details
• Update Mobile Nos. and Email-Id
• Register New Connection Request
• Report Safety related incidents
• Know Energy Saving Tips
Customer Touch Points & Complaint Handling
-Mobile Website (Services at a Click)

Customer Touch Points & Complaint Handling
-Complaint Escalation
In case, you are not satisfied with the resolution, you are always welcome to contact
us at
LEVEL 1:
Visit the respective District Customer Care Centers and meet the following officials
with complete records
 Customer Relation Executive (CRE)
 Customer Service Manager
 District Manager
 Circle Head (with prior appointment through Customer Service Manager)
LEVEL 2:
If you are still not satisfied with the resolution provided, write to us at
 ccag@tatapower-ddl.com
 Customer Complaint Analysis Group (CCAG)
CENCARE Building, TATA Power Delhi Distribution Limited, Opposite C-2 Block,
Lawrence Road, Keshavpuram, Delhi –110035

Customer Touch Points & Complaint Handling
-Complaint Redressal at Independent Forums
In case you are not satisfied with the resolution provided even after escalation at
TPDDL offices, you may approach
LEVEL 1:
Consumer Grievance Redressal Forum (CGRF),
Sub-Station Building, Police Colony, Model Town – II,
Delhi – 110009.
Tel: 011-27463809, 27466601-02.
Email: cgredressal.forum@tatapower-ddl.com
you can also do online registration of the same by visiting our website under section
“Complaint Management Process”.
LEVEL 2:
If not satisfied with the decision of above Forum, an appeal against the Forum's
order may be filed with the Electricity Ombudsman, B-53, Paschimi Marg, Near
Tagore International School, Vasant Vihar, New Delhi – 110057, Tel: 011-32506011.

Customer Services
-New Connection
Once applied for a new connection request, the required documents can be submitted
at the Customer Care Centre - New Connection Document Collection Counter – refer
slide no 7 (except for Keshav Puram, Burari and Shalimar Bagh location)
Customers from Burari and Shalimar Bagh location may submit the documents at
SWAROOP NAGAR (for Customers of Burari and Shalimar Bagh Area)
TPDDL Office, A Block, Behind MCD Primary School,
Radha Krishna Mandir Wali Gali, Swaroop Nagar, Delhi – 110042
Customers from Keshav Puram location may submit the documents at
KESHAV PURAM (for Customers of Kehsav Puran Area)
TPDDL Office, CENCARE Building, Opp. C2 Block, Lawrence Road,
Keshav Puram, Delhi-110035.
Note:
Document Collection Counters are open on all weekdays (Monday to Friday from 09:30
AM to 6:00 PM)
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com

Customer Services
-New Connection (Type of Metering)
Note:
• Always install ISI marked MCCB / Fuse unit after Electricity Meter Board.
• For connections having sanctioned load >= 5KW, installation of ELCB (Earth Leakage Circuit Breaker) is
mandatory.
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com
Type of Meter Sanctioned Load Limit
Single Phase Upto 10 KW
Poly Phase (3 Phase) 11 to 25 KW
LTCT 26 to 99 KW
HT 100 KW and above,
Supplied on 11 KV and above
Packaged Sub-staion
for HT Connections
AMR~ for High
Revenue Customers
Prepaid Meters for
Govt. Connection
The customer, if so
desires, may procure a
meter conforming to the
specifications issued by
TPDDL and the same shall
be tested, sealed and
installed by TPDDL.
~Automatic Meter Reading
Group Metering
Arrangement

Customer Services
-New Connection
LOCK IN PERIOD:
• Domestic and Single Phase Non-Domestic category of customers may terminate the
new connection agreement after expiry of the Lock-in period of one year. For all
other category of customers the Lock-in period is of two years.
• In case, the agreement is terminated before the expiry of the initial Lock-in period,
customer shall be liable to pay fixed / demand charges, as applicable, for the balance
period of the lock in period.
LOAD REDUCTION:
• Load reduction request shall be accepted only after one year from original
energsation for connections up to 100 KW and two years from original energisation
for connections above 100 KW.
• In case new load is less than 75% of the existing load, the meter and service line may
be changed and cost of service line recovered from the customer.
• Load reduction shall be limited to a maximum of 50% of the load at the time of
original energisation.
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com

Customer Services
-New Connection
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com
Addressing Customer Concern w.r.t. old
outstanding Dues / Arrears on premise,
documentation issues through personal
hearing at Centralized Hearing Cell
Organizing New Connection Camps
and providing Instant metered
connections
Special Scheme for
Slum / JJ Customers

Customer Services
-Reading & Billing
Customer to inform about
inaccessibility of the meter due
to continued absence from
residence.
No Notice / Provisional bill shall
be sent during the said period
provided the fixed charges for
such period are paid in advance.
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com

Customer Services
-Reading & Billing
BILL ON CONSUMER BROUGHT READING:
In case, the customer finds that meter reading mentioned on the bill is wrong OR
receives a provisional bill, customer may provide us with the current meter reading
and get revised meter reading based bill.
DUE DATE EXTENSION:
• In case of non-receipt / late delivery of bill the customer may request for a
duplicate bill with extended due date.
• No late payment surcharge shall be levied, if the complaint is found to be correct.
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com

Customer Services
-Reading & Billing
PROVISIONAL BILL:
In case, for any reason, meter is not read during any billing cycle, a provisional bill
based on average consumption of last three billing cycle when readings were taken
shall be issued.
ASSESSMENT BILL (METER NOT RECORDING / METER BURNT CASES):
An assessment bill shall be raised for the period the defective / burnt meter remained
on site, based on the estimated consumption by taking the consumption pattern of
the customer for the past twelve months prior to the period during which the meter
remained defective. Where the recorded consumption of past twelve months is not
available, the twelve month consumption pattern of new meter would be considered
for raising the assessment bill.
BILLING COMPLAINT:
In case, customers has any billing complaint, he / she can pay the amount based on
average consumption of last three consecutive undisputed bills, till the complaint on
the bill is resolved.
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com

Customer Services
-Payment Convenience
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com
Pay the Electricity Bills at
• TPDDL Physical Collection
Counters at 22 locations
• Any Time Payment
Machine at 61 locations
• TPDDL website
(www.tatapower-ddl.com)
• Mobile Cash Collection
Vans (for rural areas only)
Urban Areas have one
Payment Centre within a
radius of 3 KMs

Customer Services
-Payment Convenience
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com
Other easily accessible payment options
• Drop Boxes of Skypack (258 locations)
• Axis Bank ATMs (224 locations) / Bank Branches (39 locations)
• Oxicash Outlets (1407 locations)
• ITZ Cash Outlets (979 locations)
• Jeevan Counters (101 locations)
• IVRS – ATOM (011-49165555)
• Mobile Wallet – Airtel Money / Money on Mobile
(Skypak & AXIS Bank Drop Boxes)(Skypak & AXIS Bank Drop Boxes)
Jump the Queue… you can also enroll for net banking facilities
(Electronic Clearing Service (ECS) / NEFT / RTGS)

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Customer Services
-Payment Convenience
Customers can also locate nearest
payment centre by login to TPDDL website
Details of Three Nearest Payment Centres
is mentioned on the Bill (left side towards bottom)
View the complete details of
all payment avenues on TPDDL website
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com

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• Cash payment can be done ONLY up to Rs. 4,000.00 for Energy Bill, Energy Installment, Theft bill etc.
All payments above Rs.4000.00 are to be made through Cheque OR Demand Draft (Pay Order) OR
Electronic Modes like Online Banking / Credit or Debit Cards.
• In case of two instances of Cheques dishonoring with in the three consecutive months period, future
payments (for next six months) shall be accepted only through Demand Draft (Pay Order).
Additionally, Rs.200/- will be charged as handling charges for each Cheque Bounce / Dishonour
instance.
• Demand Note payments having security deposit amount up to Rs.20000 can also be accepted through
cash.
• Online payment will be reflected in your account after two working days. The payments through
credit/debit cards will be required to be made at least 3 days in advance before Due date, so as to
avoid late payment surcharge.
• No part payment is allowed on Online payments through credit/debit cards
• There is no payment limit for making payment through Net Banking option. No processing
fees/charges shall be collected by Payment Gateway/Bank etc. on such payment from the consumer.
Customer Services
-Special Payment Instructions
Make your Cheque / Demand Draft (Pay Order) payable to TPDDL CA No. XXXXXXXXXXX#.
Cheque should not be post-dated and should be account payee and payable at Delhi.
# XXXXXXXXXXX denotes your 11 digit CA Number
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com

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APPLY for ADVANCE PAYMENT SCHEME:
• Request can be made by paying minimum amount of Rs.
5000.00 and multiples of Rs. 1000.00 thereafter or six
month billing of the customer, whichever is higher.
• Get an interest at the rate of 0.5% above the Savings
Bank rate of State Bank of India as applicable on 01st
January and 01st July of the calendar year, for next six
months, payable half yearly on such deposit / balance
amount lying unadjusted in the connection account.
Customer Services
-Special Payment Schemes
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com
Pay-n-Win Schemes for regular paying customers
(i.e customers with ZERO outstanding amount)

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Know your Meter Know your Bill
Customer Services
-Communication with Customers (Building Transparency & Trust)

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Power Outage Schedule (Print / Munadi / Online)
Customer Services
-Communication with Customers (Building Transparency & Trust)
Check out for the current and scheduled outage for the
next 2 days at our website by entering your CA No.

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Customer Handbook Customer News Letter
FAQs on website for instant query redressal
Customer Services
-Communication with Customers (Building Transparency & Trust)

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Meetings with RWAs /
IWAs and Eminent Citizens
CSR Activities with and for
Consumers
Addressing the needs of SCG
(JJ) Consumers thru CSR
(Medical / Drug de-addiction camps, Facilitate income
generation through Vocational Training Programs on
plumbing, electrician etc., Adult Literacy Centres)
Customer Services
-Relationship Building

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Customer Services
-24*7 Reliable & Quality Power Supply
Ensuring 24*7 reliable and quality power supply
through
• Implementing a supervisory control and data
acquisition (SCADA) system
• Implementing outage management system (OMS)
for prediction and prioritization of power outage
• Electricity Distribution Network mapping on
geographic information system (GIS)
• Unmanned Grids
• Mobile Transformers
• SMS based fault management system
Customers are informed in advance about any
Network Maintenance Activity planned in their area

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Customer Services
-Be a GREEN Customer
To know more please contact our 24 Hrs Sampark Kendra (011-66404040) OR
Customer Care Centres OR write us to customercare@tatapower-ddl.com
Opt for Electronic Bill Presentment & Payment Service

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Customer Services
-Help us to Serve you Better
To update your Contact Information
call our 24*7 Sampark Kendra (011-66404040)
OR visit nearby Customer Care Centres
OR write us to customercare@tatapower-ddl.com
Help Us to Stay in Touch: REGISTER / UPDATE YOUR CONTCAT DETAILS
Register your Mobile No. and have freedom from remembering your CA No.
when you Call Us and much more (get confirmation of registration and
resolution of complaints, prior information of power outage and expected
restoration time, Receive alerts like payment reminder before disconnection).

Thank You
NOTE:
This is not a document giving rise to any legal action and breach of any information,
terms etc. This has been published for customer awareness only.
The conduct of Discoms is governed by Electricity Act,2003, and Rules / Regulations
framed therein read with DERC Regulations / Directives issued from time to time.