The document outlines the vision and mission of an integrated utility company, aiming to provide reliable, affordable, and clean energy while achieving operational excellence and cultivating trust among customers and stakeholders. It includes details on customer service improvements, complaint management strategies, and enhanced payment collection processes, highlighting a commitment to technological advancement and community development. Furthermore, the company emphasizes the importance of communication and dedicated customer care through improved facilities and responsive service.

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Our Vision
To be amongst the most admired and most trusted
integrated utility companies in the world, delivering reliable
and quality products and services to all customers at
competitive costs, with international standards of customer
care - thereby creating superior value for all stakeholders.
To set new benchmarks in standards of corporate
performance and governance through the pursuit of
operational and financial excellence, responsible citizenship,
and profitable growth.

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Mission – Excellence in Energy
To attain global best practices and become a world-
class utility.
To provide uninterrupted, affordable, quality, reliable
and clean power to millions of customers.
To achieve excellence in service, quality, reliability,
safety and customer care.
To earn the trust and confidence of all customers and
stakeholders and by exceeding their expectations, make
the company a respected household name.

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To work with vigor, dedication and innovation, towards
achieving the ultimate goal of total customer
satisfaction.
To consistently achieve high growth with the highest
levels of productivity.
To be a technology driven, efficient and financially
sound organization.
To be a responsible corporate citizen, nurturing
human values and concern for society, the environment
and above all, people.
Mission – Excellence in Energy

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To contribute towards community development and nation
building.
To promote a work culture that fosters individual growth,
team spirit and creativity to overcome challenges and attain
goals.
To encourage ideas, talent and value systems.
To uphold the guiding principles of trust, integrity and
transparency in all aspects of interactions and dealings.
Mission – Excellence in Energy

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Complaint management: we welcome customers to air
their difficulties and works to answer them to the
customer’s satisfaction & strives to eliminate the root
causes of complaints.
Customer communications: brand values must be
communicated, customer expectations managed, and
positive perceptions engendered through regular
communication, whether through newsletters, bills, the
call center, and all other contact points.

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Customer Care Centers
– Customer Care Centres Open during Lunch Time
– “ May I help You “ Ladies at all Customer Care Centres
– Model Customer Care Centre & Cash Collection Center -
--Opened New Customer Care Centre at Bhayander
– Preparation of Process maps for complaint resolution

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Collection
– No of Skypak Drop Boxes increased from 60 to 200
– Separate queue for Handicapped, Senior Citizens etc.
– Opening Collection Counters on Sundays ( Zonal Centres)
– Increase in Maximum ECS discount to Rs. 250
– Cheque payments being accepted at RIL Web-world
– Opening Cash collection counters on Sundays
Cheque Collection at 525 InfoComm Drop Boxes

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Concept - Model Customer Care Center
 Provide ‘world class’ facilities to all customers visiting any REL customer
Touch-Point.
 Present a single face to Customer
 Dress Code for Customer facing team
 All customer interactions at Customer Care center only ( Interaction with
backend to be minimal )
 Separate “Key Customer Care” Interaction area.
 All centers to be ‘Future-Proof’ to handle sales of bundled
services/merchandising/co-bundled & alliance activities.
 24x7 Hours hotline to our Call Center.
 Three types of Customer Care Centers based on service offering.
 The Design of all Centers to reflect world class standards.
 Intensive Training of all Customer Facing staff.

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Layout of CCC at MIDC

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Monthly Metering:
Customers dislike to have estimated meter readings, and
further understand that customers are loathe to provide
anything for free or that they feel is the utility’s natural
responsibility. Not only does this acts as a point of
differentiation from the competition but also eliminate
customer confusion about the critical part of the billing
process.

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1.Counter hours increased from 5 ½ hours to 11
hours. At least one counter window is open for
payment from 8.00 a.m. to 7.00 p.m. without
break.
2.Counters work for full day on all
Saturdays instead of half day earlier.
3.During recovery drive counters were operational
from 8.00 a.m. to 10.00 p.m. on all days including
Sundays and bank holidays.
Improvements in bill collection
counters after Jan-2003.

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4. Banking arrangements with single bank (ICICI Bank
Limited). Arrangement with ICICI Bank for picking
up cash directly from the collection counters.
5. Restricting acceptance of cash payments more
than Rs.20,000/- at our collection counters. Cash
payments more than Rs.20,000/- accepted only
at zonal offices provided the payments are against
recovery.
6. Introduction of SAP for accepting payments at
progress counters in zonal offices.

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Sr.No. Type of payment Center Total No
1 REL Collection Centre 51
2 Authorized Banks branches 173
3 SKYPAK Drop Box 236
4 Reliance InfoComm Drop Box 471
5 Railway Drop Box 19
6 Internet Site 5
7 Drop Box facility at Housing Soc. 60
8 Cheque Receipting Machine 5
9 Mobile Vans 3
10 REL Drop Box at Collection Centers 51
Total 1074
R.E.L. Electricity Bill payment options

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Increase in no. of Bank Branches from 138 to 250
Increase customers opting for ECS from 23,000 to 50,000
Collection – Forward Path
Payment Option at 50 Post Offices

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Website
–Benchmarked against 100 Utility and Non Utility Sites
–Brand Building
–Uniformity of look and Feel
–Comprehensive Content & Modules for Target Audience
–Customer Focused
FAQ / My Account
Query Management with Escalation
“Locate us Module’’

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Trend Analysis of Overall Consumer Complaints
0
2000
4000
6000
8000
10000
12000
8-Aug-03
15-Aug-03
22-Aug-03
29-Aug-03
5-Sep-03
12-Sep-03
19-Sep-03
26-Sep-03
3-Oct-03
10-Oct-03
17-Oct-03
24-Oct-03
31-Oct-03
7-Nov-03
14-Nov-03
21-Nov-03
28-Nov-03
5-Dec-03
12-Dec-03
19-Dec-03
26-Dec-03
2-Jan-04
9-Jan-04
16-Jan-04
23-Jan-04
30-Jan-04
6-Feb-04
13-Feb-04
20-Feb-04
27-Feb-04
5-Mar-04
Opening Balance New Complaints Complaints Attended Closing Balance Closing Balance Trend Line
First 26 Weeks of 52 Weeks of Year

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Trend Analysis of Overall Consumer Complaints
0
1000
2000
3000
4000
5000
6000
7000
12-Mar-04
19-Mar-04
26-Mar-04
2-Apr-04
9-Apr-04
16-Apr-04
23-Apr-04
30-Apr-04
7-May-04
14-May-04
21-May-04
28-May-04
4-Jun-04
11-Jun-04
18-Jun-04
25-Jun-04
2-Jul-04
9-Jul-04
16-Jul-04
23-Jul-04
30-Jul-04
6-Aug-04
Week ending on date
No.
of
Complaints
Opening Balance New Complaints Complaints Attended Closing Balance Closing Balance Trend Line
Second 26 Weeks of 52 Weeks of Year

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II
i) High Consumption
136 56 269
ii) Supplimentary Bill 27 9 46
iii) Stopped Meter 37 8 74
iv) Tariff Change 30 23 70
v) Correspondence 25 12 78
vi) Miscellaneous (*) 24 5 48
Total 279 113 585
12
37
11
5
4
Total
Pending
Complaint
s at end
>1 week
23
>2 and
<=4 days
>4 and <=7 days
42 151
Agewise Analysisof Pending Complaints(All zones)
2
54
8
Nature of Complaints
Agewise analysis of Pending complaints
< = 1 week
<=2days
8
29
Sr.
Week 21 of 2004-05

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III
i) High Consumption
278 1 275 258 1 060 20 215 235
ii) Supplimentary Bill 18 195 11 178 7 17 24
iii) Stopped Meter 106 344 99 285 7 59 66
iv) Tariff Change 27 167 23 139 4 28 32
v) Correspondence 83 613 80 533 3 80 83
vi) Miscellaneous (*) 44 981 38 951 6 30 36
Total 556 3 575 509 3 146 47 429 476
Backlog
cases
Current
Week
New
Complai
nts
Receive
Total
Pending
Complai
nts at
Sr.
Over all Analysisof complaintsnature wise (All zones)
Nature of Complaints
Complai
nts
Pending
at
Complaints
Attended
Balance
Complaints
Backlog
cases
Current
Week
Week 21 of 2004-05

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High Consumption Supp.Bill Stop Meter Tariff Change Correspondance Misc.
Pie Chart Showing Percentagewise New Complaints received during this week
Status on
High
Consumption
Supp.Bill
Stop
Meter
Tariff
Change
Correspon
dance
Misc. Total
27-Aug-04 1 275 154 344 167 613 981 3 534
%age 36.08 4.36 9.73 4.73 17.35 27.76 100.00
Week 21 of 2004-05

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Thank You