BY TC News Desk
Agartala, 1st August 2025 : In a major push to enhance public service delivery and strengthen consumer relations, Tripura Power Minister Ratan Lal Nath has directed all power sub-divisions in the state to set up dedicated 24×7 helpline numbers and establish Customer Assistance Desks.
The move is part of a broader initiative to bring the Tripura State Electricity Corporation Limited (TSECL) closer to the people by ensuring faster resolution of grievances, improved service quality, and better employee safety standards.
Addressing over 2,000 TSECL employees and officers from across the state via video conference from the corporation’s headquarters in Agartala, Minister Nath laid out a clear roadmap for reform. Senior officials, including TSECL Managing Director Biswajit Basu, Finance Director Sarvjit Singh Dogra, TPGL Technical Director Subhajit Ghosh, TSECL General Manager Swapan Debbarma, and Deputy GM (Corporate) Sisir Debbarma, were present at the headquarters.
“TSECL is not merely a service provider—it must become a public-facing institution built on transparency and trust,” Nath said. “A consumer’s problem is our problem. We must respond with urgency and empathy.” Emphasizing the importance of workplace safety, the minister said proper protocols must be followed to protect linemen, helpers, and all maintenance staff. “Fixing power lines is critical, but not at the cost of human life or injury,” he cautioned.
To improve consumer interface, Nath ordered the launch of 24×7 helplines in every sub-division, with a designated nodal officer to handle complaints. He instructed that these numbers be prominently displayed in Panchayat offices, clubs, and ward offices to ensure accessibility.
Each sub-division will also establish a Customer Assistance Desk, staffed by trained personnel capable of providing immediate solutions or escalating issues to higher authorities.
As part of a digital push, the minister called for a state-wide awareness campaign to promote the ‘Bidyut Bandhu’ mobile app, which enables bill payments, complaint submissions, and service tracking. “Our staff must be proficient in the app to assist consumers better,” he said.
Responding to misinformation surrounding smart meters, Nath defended the technology, calling it both consumer-friendly and tamper-proof. “If any scientist or engineer in the world can prove smart meters wrong, we are open to discussion. So far, none has,” he said. He urged employees to counter misinformation via social media and share verified facts from their respective sub-divisions.
Taking a hard line on power theft, the minister reiterated a zero-tolerance policy against illegal connections. “Hook-line theft is not just a loss to the system—it’s a betrayal of honest consumers. This is a matter of justice,” he asserted.
