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New contact center for electricity complaints
posted on: Jun 26 2010 8:23 by Royston. Viewed 718 times.
The Dominican Corporation of State Electrical Companies ( CDEEE ) has opened a new central facility to monitor and follow up complaints and concerns of electricity customers.
The Contact Center for Information and Communication for the National Electricity Network (ICODEN) will work in co-ordination with Edesur, EdeEste and Edenorte, said the executive vice president of CDEEE, Celso Marranzini during the launch ceremony held at the headquarters of his agency.
Initially staffed with a dozen customer service personnel, the centre will also employ an operations supervisor, an information and statistics administrator and a central administrator. ICODEN will begin its service by phone and fax but e-mail and internet access will be available in three months.
Inquiries will be logged and passed to the relevant distribution company. Each case will be monitored until a conclusion is reached. In this way, according to Marranzini, it will be possible to evaluate the efforts of the customer service centers of the distribution companies. This, in turn, will allow the CDEEE to assist in improving processes and quality of services offered by these companies to their customers and users.
ICODEN will also carry out periodic surveys to determine customer satisfaction with their utility service. It will also be possible to make complaints in person at the offices which will be open to the public from 8:00 am to 5:00 pm Monday to Friday and from 8:00 am to 12:00 noon on Saturdays.
ICODEN is located on the second floor of the CDEEE Corporate building on Avenida Independence No. 1428, corner of Avenida Winston Churchill in Santo Domingo.
ICODEN contact details are; phone (809) 508-9111 and (809) 200-2111, fax ( 809) 533-1132.
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