Harsha/ENS

Mangalore, Feb 15: The efficiency of Interactive Voice Responsive System (IVRS), inducted by the Mangalore Electric Supply Company (MESCOM) limited a month ago, has been impeded with teething problems.

Launched on January 8 by MESCOM Managing Director S Sumanth in absolute fanfare, the new computerised customer grievances redressal system registered a modest number of complaints in comparison to the complaints received by the MESCOM through regular channels.

From the day of launch upto January 31, IVRS facility registered 44 complaints. From February 1 upto 13, the number of complaints had increased taking the total tally to 156. However, the regular channels for redressing consumer grievances had received about 500 complaints.

Inherent problems in IVRS facility came to light when complaints from irate customers flooded MESCOM’s office in Attavar. “Dialling toll-free number 1917, the facility connects customers to 2451190 as tone of other numbers 2451191 and 2451192 are always busy,” sources said.

Another nagging problem related to the disconnection of line even before the complaint was registered. After customary greetings, the customer enters the code of service station, name, address, RR number and the nature of complaint.

Even before a consumer confirms it, the complaint is already closed with a recorded message,Dhanyavaada. A beep sound is played on the computer for referring the complaint to service stations concerned. But the complaint in reality is never registered.

“Thus dejected with the new facility, many had returned to submit their grievances through regular channels,” sources informed.

BSNL DK Telecom after through inspection of the IVRS telephone numbers found no problem and gave a clean chit.

The MESCOM on Thursday contacted Info Wire company for setting right the problems in IVRS System. The teething problems in IVRS facility have forced MESCOM to put on hold its plans to expand the facility to other areas.