Tata Power-led Odisha discoms redefine customer service with anytime, anywhere digital support

THEBUSINESSBYTES BUREAU

BHUBANESWAR, AUGUST 22, 2025

Tata Power–led Odisha distribution companies (discoms) — TP Central Odisha Distribution Ltd. (TPCODL), TP Southern Odisha Distribution Ltd. (TPSODL), TP Northern Odisha Distribution Ltd. (TPNODL), and TP Western Odisha Distribution Ltd. (TPWODL) — are transforming the way electricity consumers connect with their service providers. By integrating advanced digital platforms, customer care centres, rural engagement initiatives, and community-driven models, the discoms are making electricity services more accessible, transparent, and consumer-centric for nearly 10 million customers across the state.

Over the past five years, the discoms have rolled out a wide range of technology-driven solutions designed to make power services available anytime and anywhere. Today, consumers can inquire about new connections through a simple missed call or apply online, eliminating paperwork and physical visits. Strengthening this digital push, the My Tata Power App has emerged as a one-stop platform for payments, service requests, billing history, and real-time updates.

At the same time, Tata Power has invested significantly in strengthening physical touchpoints across urban and rural Odisha. Nearly 60 customer care centres have been set up, supported by a 24×7 call centre to provide real-time assistance. Regular consumer grievance redressal camps and forums are also being organised across multiple locations. Customers now have access to a variety of communication channels, including WhatsApp helplines, email, the My Tata Power App, and the state’s Mo Bidyut portal. The newly introduced missed call service for outage reporting enables instant complaint registration, while a dedicated helpline has been established to report and address power theft. To further encourage digital adoption, consumers can opt for e-bills delivered on WhatsApp and avail rebates on digital payments, making transactions convenient and cost-effective.

To improve last-mile connectivity in rural regions, nearly 3,000 Fuse Call Centres (FCCs) and Bidyut Seva Kendras (Anubhav Kendras) have been set up, each catering to around 40 sq. km. These centres act as one-stop service hubs, where consumers can pay bills, lodge complaints, and apply for new connections without having to travel long distances. The rollout of the FCC 2.0 mobile application has further enhanced efficiency, enabling faster complaint resolution, real-time field deployment, and automated SMS/call-back features during peak hours.

By combining digital-first innovations with strong on-ground presence, Tata Power has built one of India’s most consumer-focused electricity distribution models. From missed call services and mobile apps to rural service kiosks and women-led outreach, Odisha’s power distribution system is being redefined to reflect the state’s aspirations of reliability, inclusivity, and sustainability.

As electricity demand continues to rise, Tata Power-led Odisha discoms remain committed to building a future-ready grid, while ensuring that customer service remains at the heart of their operations.