Smart Meter

Help Desk
 First Consumer call
After resolution
1912
close complaint
data send to 1912

1912 transfer call to

L&T helpdesk if call is After tier 2
related to smart meter resolution if
consumer satisfied
then close
Smart meter helpdesk otherwise send to
generate the ticket and tier 3
send to O&M team
If Issue resolved
then complaint
O&M team visit to close otherwise
consumer home send to next
Resolved complaint level(Tier 2)

After solution
helpdesk verify
O&M team provide reality the
solution problem resolved
or not
 Meter Related
complaints
On
Off side
side
Meter spark , meter
MDM related , HES burn , loose
Data not sync , meter
related, bill related , connection , no
not advising ,incorrect
cloud related , web display , no output
details on dashboard
portal , app related supply , sealing
certificate etc
 ON SIDE ISSUE
If consumer
Helpdesk team satisfied then
First registered the
contact consumer complaint close
complaints if on
to verify complaint otherwise send to
side issue
resolve or not next level for
resolve

If consumer
Generate ticket and O&M team give the
satisfied then close
send to O&M team status of complaints
the complaints

O&M team visit to O&M team resolve

consumer home the problem
 OFF SIDE ISSUE
If consumer
Helpdesk team satisfied then
First registered the
contact consumer complaint close
complaints if on
to verify complaint otherwise send to
side issue
resolve or not next level for
resolve

If consumer
Generate ticket and O&M team give the
satisfied then close
send to O&M team status of complaints
the complaints

O&M team send

HES, MDM,TSP
complaint to their
team give solution
department like
to O&M team
HES,MDM,TSP