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Contact Center(1250)

For any power related complaints, call 1250 (toll free number) which can be accessed by all the customers to lodge their complaints. The contact center agents are available 24×7 who receives the complaints from all parts of the country. Once the complaint is lodged, sms to the multitask center staffs are sent who then attends to the complaint.

When you dial 1250, you shall be greeted with the following message:

“Welcome to BPC call center, Dial 1 or wait for agent, Dial 2 for the following IVR options” (In Dzongkha first and then in English).

–          You can dial 1 to talk to the agent or wait for the call to be transferred to the agent.

–          If you want, you can use the Interactive Voice Response (IVR) facility, and to do that you need to dial 2.

–          If you dial 2 when the dzongkha greetings are being played, you shall be directed to the dzongkha IVR and if you dial 2 when English greetings are being played, you shall be directed to the English IVR.

Interactive Voice Response

During a power cut, many customers shall be affected and when everyone tries to call 1250 and insist on talking to an agent, the network is clogged and many of the callers shall be in the queue. In order to facilitate lodging of complaint without having to talk to a contact center agent, the IVR has been put into place. Using this IVR, the customers/callers can lodge any complaints or get any information without having to talk to the contact center agent.

Instead of dialling 1 or waiting for the call to be transferred to the contact center agents, the customer/caller can dial 2 after calling 1250. Having dialled, 2 the customer shall be directed to the IVR options as per the language chosen.

The call flow in the IVR is shown below for better understanding.

The following messages will be played in the main menu of the IVR:

Press 1 to lodge no supply complaint using your contract account number

Press 2 to lodge billing, metering and other complaints using your contract account number

Press 3 to get any other information

Press 4 to change or register your telephone number

Press 5 for feedbacks using your contract account number

When the customer/caller presses 1, the customer to opting to lodge no supply complaint using their contract account number.

  1. Enter your contract account
  2. Your contact account is 1234. Press 1 if this is correct and press 2 to re enter
  3. If pressed 2 then repeat a & b
  4. You have exceeded your trial
  5. You have successfully lodged your compliant and your notification number is 1234.Please use this number to check your status in future.
  6. Thank you for calling us.

Press 2 to lodge billing, metering & other related complaints using your contract account number

  1. Please press 1 to lodge billing related complaints
    1. Enter your contract account
    2. Your contract account is 1234. Press 1 if this is correct and press 2 to re enter
    3. If pressed 2 then repeat i & ii
    4. You have exceeded your trial
    5. You have successfully lodged your complaints and your notification number is 1234. Please use this number to check your status in future.
    6. Thank you for calling us.
  2. Please press 2 to lodge meter related complaints
    1. Enter your contract account
    2. Your contract account is 1234. Press 1 if this is correct and press 2 to re enter
    3. If pressed 2 then repeat i & ii
    4. You have exceeded your trial
    5. You have successfully lodged your complaints and your notification number is 1234. Please use this number to check your status in future.
    6. Thank you for calling us.
  3. Please press 3 to lodge any other complaints
    1. Enter your contract account
    2. Your contract account is 1234. Press 1 if this is correct and press 2 to re enter
    3. If pressed 2 then repeat i & ii
    4. You have exceeded your trial
    5. You have successfully lodged your complaint and your notification number is 1234. Please use this number to check your status in future.
    6. Thank you for calling us.

Press 3 to get any other information

  1. Press 1 to check your status using your notification number
    1. Enter your notification number
    2. The work is outstanding/under process/completed
    3. Thank you for calling us
  2. Press  2 to check the outage information using your contract account number
    1. Enter your contract account
    2. Your contract account is 1234. Press 1 if this correct and press 2 to re enter
    3. If pressed 2 then repeat i & ii
    4. You have exceeded your trial
    5. There is outage or no outage in your locality
    6. Thank you for calling us.
  3. Press 3 to get the billing information
    1.  Enter your contract account
    2.  Your contract account is 1234. Press 1 if this correct and press 2 to re-enter
    3.   If pressed to 2 then repeat i & ii
    4. You have exceeded your trial
    5. Your bill amount is Nu. 123 and due date for making payment is dd/mm/yyyy.
    6. Thank you for calling us.
  4. Press 4 to get information on BPC service and awareness.
    1. Press 1 to know the new connection process
    2. Application for initial supply or subsequent additional supply of electricity shall be made in the in prescribed format. Copies of the format of the application can be obtained from the ESD office. The ESD office shall make a site visit and respond to your application accordingly.

      Thank you for calling us.

    3. Press 2 to know about Meter/Energy security including its re-fund.
    4. The applicant shall pay the security deposit for the energy to be supplied and for the meter. Security deposit shall be returned to the customer only after the termination of the agreement and after adjustment of any outstanding dues within a period of one month from the date of termination. The original receipt of payment has to be produced while claiming the refund of security deposit.

      Thank you for calling us.

    5. Press 3 to know more about bill payment options
    6. All the customers can make payment in our revenue counter located each Electricity Services Division in all the Dzongkhags. Also, the customers can use Bank of Bhutan online banking to pay their bills.

      Thank you for calling us.

    7. Press 4 to get more safety tips.
      • Never play with electrical cords, wire, switches or plugs.
      • Never try to open or repair any electrical appliances if you are not trained to do so.
      • Don’t use locally made immersion water heaters. Never use water to put out electrical fires.
      • Use Miniature Circuit Breaker (MCB) and Earth Leakage Circuit Breaker (ELCB) for protection. If you are still using cut-out fuses, change over to MCBs which are more reliable and safe.
      • Do not overload outlets with too many plugs.
      • Never touch an electric switch with wet hands.
      • Always buy and use genuine and good quality electrical fitting & wires as they are safe and usually last longer.
      • Thank you for calling us.
    8. Press 5 to get the tariff information.
      1. The Wheeling charge is Nu. 0.111/KWh
      2.  For LV customer tariff is Nu. 0.85/KWh for 0–100 KWh, Nu. 1.54/KWh for 101-300 KWh and Nu.2.04/KWh above 300 kWh. For LV bulk customer the tariff is Nu. 2.04 /KWh.
      3. For MV customers the energy charge is Nu. 1.71/KWh and the demand charge is Nu. 105/KW/month.
      4.  For HV customers the energy charge is Nu. 1.54/KWh and the demand charge is Nu. 105/KW/month.

Press 4 to change/register your telephone number

  1. Enter your contract account
  2. Your contract account is 1234. Press 1 if this is correct and press 2 to re-enter
  3. If pressed 2 then repeat a & b
  4. You have exceeded your trial
  5. Please enter you mobile number
  6. You have successfully lodged your complaint and your notification number is 1234. Please use this number to check your status in future.

Press 5 for feedbacks using your contract account number

  1. Please rate your level of satisfaction with the service by pressing the key from 1 to 7, with 1 being the most satisfied and 7 being the least satisfied.
  2. Thank you for the feedback, Goodbye.

Notice Inviting Tender

zaraki Tender Tags:

14/BPC/RED/HPD/TENDER/2017/17

The Renewable Energy Department, Bhutan Power Corporation Limited has a budget provisioned and intends to apply part or whole of the proceeds for the procurement of Consultancy Service under the Rehabilitation of (3 x 250kW) Chenary Mini-Hydropower Plant at Trashigang. The services include carrying out topographical survey and geological mapping at intake site. The Bhutan Power Corporation Limited now invites eligible consultants to indicate their interest in providing the services.

a) Bids for Carrying out Topographical Survey and Geological Mapping of intake site for Chenary Mini-Hydropower Plant, Trashigang
b) Bid Security Nu. 10,000/-
c) Cost of bid document Nu. 500/- Each -(Non- refundable)
d) Date of sale 14.02.2017 – 13.03.2017
e) Date of submission of bids 16.03.2017 (Before 1200 hrs)
f) Date of opening of bids 16.03.2017 (1600 hrs)
g) Venue for opening of bids BPC Conference Hall, Thimphu

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