Support

MCL Logo

The MCL Call Center and Smart Township Support System are designed to provide quick, transparent, and reliable assistance to employees, residents, and stakeholders of Mahanadi Coalfields Limited (MCL).

1. Helpline Services

  • Toll-Free Number: 1800 889 7090 (Available 24x7)
  • SMS Support: 9244117090
  • Email: admin@mcl7090.in
  • WhatsApp Integration: Raise and track complaints through WhatsApp messages.

2. Complaint Management

Employees and residents can log complaints related to Civil & Electrical maintenance through the Call Center, portal, or SMS. Each complaint is:

  • Registered instantly by live agents.
  • Assigned to the concerned technician.
  • Tracked in real-time through dashboards.
  • Closed only after OTP-based confirmation and user feedback.

3. Monitoring & Escalation

  • Service performance monitored through MIS dashboards and KPI analytics.
  • Automatic escalation to higher officials if service-level timelines are breached.
  • Senior management receives scheduled reports for accountability.

4. User Support Levels

  • Employees: Complaint resolution, salary & welfare support, internal communication help.
  • Residents: Housing services, utilities, maintenance, and township-related support.
  • Management: CRM dashboards, performance insights, and escalation handling.

5. Commitment to Service

Our support system is built on principles of transparency, timeliness, and accountability. Every service request is monitored until satisfactory closure, ensuring continuous improvement in service quality.