Thu, Nov 21, 2019 11:25 PM
Tue, May 14, 2019 8:08

DPDC hotline 16116 to be launched on Thursday


Dhaka Power Distribution Company Ltd (DPDC) is set to launch a 24/7 call centre on Thursday (May 16) for provide better services to customers.

Dhaka Power Distribution Company Ltd (DPDC) is set to launch a 24/7 call centre on Thursday (May 16) for provide better services to customers.

According to officials at the organisation, the call centre has been set up on the premises of its Dhanmondi substation and it will start operation on May 16. Presently, it is now on a test run.

The hotline of the call centre is 16116.

State Minister for Power, Energy and Mineral Resources Nasrul Hamid will formally inaugurate the call centre which will remain open round the clock.

Official sources said the DPDC has been receiving complaints from customers through its 36 division offices.

“But from now on, we’ll receive complaints and respond to those through a centralised one-point call centre whose hotline number is 16116,”  DPDC managing director Bikash Dewan told UNB.

He said DPDC customers will get better and quick response to their complaints when they call to the call center. 

DPDC director (Operation) Harun-or-Rashid said a number of DPDC staff have already been trained to receive calls and respond to any query or complaints from the customers.

He said this call centre will substantially improve the service quality as the whole conversation between a customer and the call centre staff will be recorded.

“If any misbehavior or misconduct by any DPDC staff is found from the customer side, it’ll be easy to take action against them as the whole conversation will be recorded,” Harun said.

He said the call centre staff will listen to complaint and immediately pass it on to officials concerned and give the feedback to the customer no matter wherever the call is made from.

DPDC, established in 2005, started its operation in 2007 taking over assets and liability from the now-defunct Dhaka Electric Supply Authority (DESA). 

Now, it has 1.25 million customers in Dhaka and Narayanganj cities.