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New Delhi 14 June 2010


Press Release


BRPL and BYPL launch two next gen services –

Estimated wait time on IVRS and Duplicate Bill through SMS



BSES discoms have become the first utilities in India to offer - “Queue Number and Estimated Wait time on the IVRS” and “Duplicate Bill through SMS”. While the former has been launched for all categories of their over 25 lakh consumers, the latter has initially been launched for their single phase consumers, comprising over 80% of their customer base.


Queue Number and Estimated Wait Time on the IVRS


“Queue Number and Estimated Time on the IVRS” is an innovative service launched by BRPL and BYPL. “This service, on the lines offered by leading international banks, airlines, car rental companies will inform the customers about their number in the queue and the estimated time, before their call will be put through to a Customer Service Representative (CSR)”, said a BSES official. This facilility has been introduced by the Company as sometimes the modern call centre can be under pressure during the summer months and at times, callers have had to wait for a while, before being put through to an agent, said a BSES official.


Duplicate Bill through SMS


Another useful service launched is the “Duplicate Bill through SMS” service lets a BRPL/BYPL customer simply SMS their CRN Number to 5-54-54-64 and a physical copy of their electricity bill will be couriered to them at no charge. All they have to do is:


Type BSES <SPACE> BNR <SPACE> CRN Number and SMS to 5-54-54-64


Not only will the duplicate bill be couriered within a stipulated timeframe, their request will also be recorded and an acknowledgement number sent through a return SMS. Initially, the service is available for domestic single phase customers, comprising a bulk of BSES’ over 25 lakh customers.


“This “Duplicate Bill through SMS” service is especially designed for customers, who may not be so net-savvy or still might want the original multi-colour bill. This service is in addition to BSES’ on-line Duplicate Bill service, available on www.bsesdelhi.com, clicking on “Print Duplicate Bill” and entering his/her CRN number. Customers can also subscribe to the free bill-on-email service”, said a BSES spokesperson.






According to a BSES spokesperson, “Increasingly, the focus of BSES’ next-generation IVRS based call centre is “Self Services, wherein customers do not even have to speak to a CSR to register their complaint. Like in the case of a power complaint, they simply have to SMS or key in their CRN number”.


BRPL and BYPL, Delhi’s premier power distribution companies are committed to ensuring quality and reliable electricity supply to all their consumers.

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For further information please contact:


Prashant Dua

Chandra P Kamat

Corporate Communications

Corporate Communications

39999870 / 9312007822

39999642/9350130304