Beyond the Bill: Tata Power-led Odisha Discoms Usher in a Customer-Centric Energy Revolution

9^th September 2025, Bhubaneswar, Odisha: In a rapidly transforming Odisha, electricity is no longer just a utility, it is a service experience. Under the stewardship of Tata Power-led Odisha DISCOMs—TPCODL, TPSODL, TPNODL, and TPWODL, the state is witnessing a quiet revolution in customer service that goes far beyond billing, driven by a deep commitment to accessibility, empathy, and innovation.

Serving nearly 10 million consumers across Odisha, these DISCOMs have created one of India’s most comprehensive and customer-focused electricity distribution ecosystems. From mobile apps and WhatsApp billing to rural service camps and local service centres, Tata Power is redefining the way power is delivered, experienced, and supported across Odisha.

For Rakesh Nanda, a Bhubaneswar-based government employee, the ‘TPCODL Mitra App’ has become an essential part of daily life. “I remember the long queues just to pay a bill,” she shares. “Now, I can do everything in two minutes during my coffee break—pay bills, track usage, or simply report an issue. It’s seamless and empowering.”

Customers can also apply for new connections online or through a missed call service, making paperwork and office visits a thing of the past. With services now available through WhatsApp, Email, 24×7 call centre and Odisha’s Mo Bidyut portal, electricity management is as easier than ever.

In Rural Odisha, the impact is deeply personal. In Mayurbhanj, a Consumer Connect Camp (Nistha Camp) resolved a long-standing billing dispute for retired teacher Brajmohan Behera. “They came to our panchayat, listened respectfully, and fixed the issue right there. It built a level of trust I’ve never experienced before,” he shared. These camps, held in local panchayats, demonstrate Tata Power’s commitment to in-person, empathetic service delivery, ensuring no customer is left behind—digitally or geographically.

For customers preferring face-to-face assistance, Tata Power-led Odisha Discoms have established a growing network of Customer Care Centres (CCCs) and Anubhav Kendras, open from 9:30 AM to 5:30 PM on working days. These centres are equipped with trained professionals, digitised workflows, and customer-friendly infrastructure.

To further improve last-mile access, Fuse Call Centres (FCCs) and mobile-enabled FCC 2.0 units have been deployed to ensure quicker fault resolution, real-time updates via SMS or call-backs, and greater responsiveness during outages.

Sunil, a budding entrepreneur from Cuttack, was pleasantly surprised when he visited an Anubhav Kendra for a new connection. “It was nothing like the old offices—clean, efficient, and helpful. I had everything sorted in one visit,” he says.

From smartphone-powered self-service to village-level grievance redressal and professionally managed service centres, Tata Power-led Odisha DISCOMs are building a multi-touchpoint ecosystem that puts customers first.

Tata Power’s led Odisha DISCOMs have also pioneered inclusive engagement models, including women-led outreach initiatives, digital bill rebates, and community grievance redressal forums.

Whether it’s an urban entrepreneur in Cuttack seeking a new connection or a farmer in Koraput resolving a supply issue at a local camp, every touchpoint is designed to build trust, not just transactions.

As Odisha embraces a new energy future, Tata Power’s model of inclusive, technology-enabled, and customer-first service is setting benchmarks not just for the state, but for the entire power distribution sector in India.