Torrent strongly believes:
"Customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption in our work; he is the purpose of it. He is not an outsider in our business; he is a part of it. We are not doing him a favor by serving him; he is doing us a favor by giving us an opportunity to do so."
"Mahatma Gandhi"

The company has strategically identified customer services as one of the focus areas.

Torrent Power has always put customers at the forefront of all its policies and decisions; it has evolved into a lifeline that continues to empower their lives - uninterrupted. The company has been a pioneer in providing customer friendly solutions.

We have two full-fledged Customer Care Centers:
• RK Business Center - Kalyan Naka
o Cash Collection - Mon-Sat: 8.00am to 9.00pm / Sun: 9.30am - 4.00pm
o Inquiry - Mon-Sat: 9.30am - 4.00pm (Lunch: 1.30pm-2.00pm)

• Patel Bldg., Opp. Jain Mandir - Anjurphata
o Cash Collection - Mon-Sat: 9.30am - 4.00pm (Lunch: 1.30pm-2.00pm)
o Inquiry - Mon-Sat: 9.30am - 4.00pm (Lunch: 1.30pm-2.00pm)

At both these centers we help our consumers with all possible queries. The tasks carried are:

• Collection of Energy Dues: Energy dues are collected throughout the year at our RK Center - Kalyan Naka office… Except 26th Jan & 15th Aug, the center is functional on all holidays as well. Consumers may pay their dues at the counter via cash / cheque / DD. Additionally, Drop Box facility is available for consumers who are unable to visit during office hours… Consumers may drop their cheques in the drop box and collect a receipt of the payment on the following day.
  
  
• Handling Billing Inquiries / Disputes: Any consumer who has a query / dispute related to his bill, tariff etc is provided all necessary information at the Billing Inquiry counters. Token system is used to ensure servicing of customer via First in First out (FIFO) method. When a customer walks in; he is provided a token number. While he awaits his turn; the token no. along with the service counter who will attend is displayed on the monitor. The consumer needs to walk to the respective counter where our employee helps him further.
  
  
• Providing Duplicate Bills: Consumer may request copy of their bills at the duplicate bill counter.
  
  
• Helping consumers with all queries related to various commercial applications: Consumers who need help with commercial applications e.g. New Application, Load Extension / Reduction, Meter Shifting etc. may walk to the Help-Desk and the attendant will provide all necessary information along with respective form.
  
  
• Registration & Payment related to various commercial applications: Once the documents along with the form for Commercial applications e.g. New Application, Load Extension / Reduction, Meter Shifting etc. are verified by the help-desk, consumer may go ahead with registration and payment for the same at the counter.
  
  
• Accepting various complaints: Any consumer who wants to register a complaint may visit the Complaints counter and register his complaint. The complaints are then forwarded to the respective dept. and a feedback is provided to the consumer once an update is received.

Apart from Customer Care Centers, other customer service options provided are 24 X 7 Call Center, Mobile Van providing onsite services, SMS alerts, Bill by e-mail etc.