FAQ’s-General – Early Digital Learning Programme

Modified: October 16, 2023

1. What are the contact details of the EDLP Service Centre?

Zone-1

EDLP Service Centre,

Office No. G7B3, Ground Floor

IBL Business Park, Royal Road, Cassis, Port Louis

Contact No: +230-5451 8141

Email: z1edlpsupport@edcil.co.in

Zone-2

EDLP Service Centre,
Shop No. F11, 1st Floor,
CM – Court, Central Flacq
Contact No: +230-5451 8162
Email: z2edlpsupport@edcil.co.in

Zone-3
EDLP Service Centre,
17, Abbe de la Caille Street, Curepipe
Contact No: +230-5451 8143
Email: z3edlpsupport@edcil.co.in

Zone-4
EDLP Service Centre,
Shop No. 1, Ground Floor, Murphy Building, Avenue Murphy, Quatre Bornes
Contact No: +230-5451 8144
Email: z4edlpsupport@edcil.co.in

Signboard of the contact & address details of the respective EDLP Zonal Service Centre are fixed in the HM/office room of the schools.

2. What are the Working hours of the EDLP Service Centre?

All the (4) EDLP Zonal Service Centres has the following working hours:

Timings:
Monday to Friday
(9:00AM to 4:00PM)

Saturday, Sunday & Public Holidays closed.

3. How to Report / Register a complaint?

Respective school authorities can Report/Register the complaint in (2) ways:

1) Can call on the Mobile number provided in the contact details of the respective EDLP Zonal Service Centre.

2) Alternatively, email can be sent to the Email-ID provided in the contact details of the respective EDLP Zonal Service Centre.

4. What kind of details required as part of pre-requisites for complaint registration?

Details required for complaint registration:
a) School Name
b) Grade
c) Class
d) Equipment Name
e) Equipment Serial Number
f) Complaint / Issue observed
g) Date on which, Issue was occurred

This information is mandatory for registering the complaint via phone call or email.

5. How to ensure that your complaint has been registered?

If the complaint is registered by calling to the respective EDLP Zonal Service Centre, the concern Service Centre Representative shall issue Complaint-ID for the incident reported.

If the complaint is registered by sending an email, the respective EDLP Zonal Service Centre shall send an email with Complaint_ID for the incident reported.

6. What to do if Service Centre is not responding?

At first instance, all the School authorities are required to call on the respective EDLP Zonal Service Centre mobile number.

If Service Centre does not answer the third call
(Difference between these three calls should be minimum 7 minutes)
Then the School authorities are requested to proceed to Escalation Level-1

Escalation Level-1
Next Level Engineer
Mobile No. +230-54752672

If Service Engineer responsible as per the contact details given at Esacalation Level-1 does not answer the second call (Difference between these three calls should be minimum 10 minutes)
Then the School authorities are requested to proceed to Escalation Level-2

Escalation Level-2
Kindly contact the Ministry of Education

7. What to do if Service Centre or their Technicians could not resolve the issue?

If the Service Centre representative or the Technician could not resolve the issue, then the School authorities are requested to proceed to Escalation Level-1

Escalation Level-1
Next Level Engineer
Mobile No. +230-54752672

If Service Engineer responsible as per Escalation Level-1 could not resolve the issue, then the School authorities are requested to proceed to Escalation Level-2

Escalation Level-2
Kindly contact the Ministry of Education

8. How to know, which equipment are resolved at the School level & which equipment are resolved at the Service Centre level?

A. Equipment resolved at the School level (On-site support):
(i) Projector
(ii) Rack Charger

B. Equipment resolved at the Service Centre (Back to Bench Support):
(i) Tablet
(ii) Laptop
For Back to Bench support, the concern school authorities has to submit the Tablet & the Laptop to the service centre for proper resolution of the complaints.

9. What to do, if there is no electrical supply in the power socket in the classroom?