BSES Bhawan, Nehru Place, New Delhi – 110019.    Phone - 39999999

New Delhi, July 18, 2005:

Press Release

BSES launches Interactive Voice Response System (IVRS)

for the benefit of its consumers

No longer do the customers need to wait for an operator to pick up their call for getting their complaints registered or putting in a request, nor do they need to stand in queues at their division offices.

For the benefit of its consumers, BSES has launched the Interactive Voice Response System (IVRS), a technology employed in most developed countries to address consumer requirements and redress their grievances. BSES is the first electricity distribution company in the country to offer IVRS to its consumers.

IVRS is a system whereby the consumers will be able to submit their requests, on a dedicated phone number – 39999555 – verbally in response to an automated voice. Consumers just need to spell out their requests and grievances.   Using this facility, consumers can avail a variety of services – namely find out details of their bills, details of all the payments made since July 2002, apply for a new connection, apply for load enhancement, lodge supply related complaint, lodge meter related queries, etc.  

Soon after the telephonic requests are made using the IVRS system, a dedicated team of BSES officials will filter the various requests, tabulate them and forward them to concerned division offices and officers. The requests would then be processed and BSES officials would on their own contact the consumers and respond to their requests.

Thus consumers will find a resolution to their grievances and requests sitting in the comforts of their homes. Besides this, customers can also give their feedback, advice and suggestions on this number. These suggestions would be acted upon at the earliest.

Announcing the company’s decision to launch the IVRS service to all categories of consumers, a BSES spokesperson said: “IVRS service was successfully introduced in May 2005 for nearly 92,000 consumers having a sanctioned load of above 45 KV. This service is now being introduced for consumers of 11 KV.”

BSES Director and CEO, Mr Rakesh Aggarwal, said the “IVRS service would be made available both in English and Hindi.” He said the number of dedicated line for IVRS service has been doubled from four to eight and if required more lines would be added so that all of our 23 lakh consumers can avail the advanced technology service.

The BSES spokesperson said: “We are extremely delighted to present this service to our esteemed consumers.   The service will significantly cut down the time the consumer had to spend waiting in the queue to register the request / complaint.” He also requested all consumers to make use of BSES Helpline Numbers.

For further info contact: CCD, BSES Bhavan, Nehru PlacePhone: 399999511 or