With the tagline ‘Dependable electricity, satisfied customer’, Dhaka Power Distribution Company Limited (DPDC) organized the first installment of its six series ‘mass hearings’ on Monday in its Dhanmondi 5A office.During the first hearing, officials concerned and DPDC customers under Network Operation Centre (NOCS) North comprising of Satmasjid, Sher-E-Bangla Nagar, Dhanmondi, Jhigatola, Shyamoli and Adabor were invited to take part and exchange views.
Though DPDC published advertisements about the mass hearing in five national newspapers and informed its customers through different measures, only one customer participated in the mass hearing.
The lone customer, Mahmuda Begum, a resident of Adabor came to the hearing not to complain but to urge the officials to provide electricity to her house which is situated at more than 300 feet distance from DPDC distribution liner. DPDC has the provision to provide electricity if the house is situated within 100 feet of DPDC distribution line.
Terming that ‘few presence of customer’ an indicator of the success of the organization, Managing Director of the DPDC, Brig Gen Md Nazrul Hasan (Retd) said, “If the customers had complain they would have come here in numbers”.
“Only four years ago, I personally used to receive 10-12 written complains per month. After that, I instructed the DPDC officials concerned to maintain complain registrar and take appropriate action accordingly so that next time, the customers don’t make the same complain again”.
Now, within this four years, the number of complain has almost been reduced down to zero, he said adding that the DPDC has got the highest marks among the electricity supplying companies of the country in Power Division’s rating of the electricity suppliers. “This reflects our commitment towards the customers”, he said.
He said that to enhance the customer service, the DPDC will establish ‘Customer Management Centre’ within the next 3-4 years. “The customers will get all sorts of services by sitting at home as we are going to digitalize all of our services”.
“I have instructed my circle officers to handle customer with utmost care. Half of the anger and frustration of the customer can be appeased with patient hearing and I have instructed my officers and staff to hear complains with patience then solve the problem in quickest time possible”.
About DPDC’s plan to upgrade its capacity, the MD said, within 2025, they plan to have a capacity of 8000MW against the estimated demand of 4000MW. The present demand of the DPDC subscribers is 1400-1500MW.
In winter it however comes down to 700MW. So, the MD said, the DPDC usually does most of our repair and maintenance work in winter. But we want to change that so that we can continue maintenance work throughout the year without imposing load shedding on customers, he said adding that “That’s why we plan to increase our capacity”.
Ramiz Uddin Sikdar, Executive Director (Engineering), Krishna Pada Paul, Chief Engineer, NOCS North DPDC, Ashraf Ali, Superintendent Engineer (SE) of Dhanmondi and Jhigatola, Ehteshamul Haque, SE of Satmasjid and Sher-E-Bangla Nagar and Sheikh Mustaq Ali, SE of Shyamoli and Adabor were present at the occasion and exchange their views with others.
Mohammad Nasiruddin, Executive Engineer of Shyamoli Anil Dev, Executive Engineer of Dhanmondi, Nasir Rahman, Executive Engineer of Jhigatola, Mohsin Abdullah, Executive Engineer of Adabor, Raihan Ali Mia, Executive Engineer of Satmasjid and Rafiqul Islam, Executive Engineer of Sher-E-Bangla Nagar were also present at the occasion.