Bhubaneswar: 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’ he 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.

For customers preferring face-to-face assistance, Odisha Discoms have established a arowing network of Customer Care Centres (CCCs) and Anubhav Kendras. 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-enablec 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.

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