Complaint Redressal Mechanism

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Nature of complaints:

Normally a consumer has complaints regarding -

Billing.

Estimate for new connection or extension of load.

Non-release of connection.

Disconnection.

Reconnection of service.

Meter related complaints.

Interruption in power supply.

Quality of power supply.

Delay in any service from licensee.

Safety related complaints.

Breach of rules and regulations by licensee.

According to the Electricity Act, 2003 and Regulations made there under, step by step legal remedies available to the consumers are:

Licensee’s internal redressal system:

A consumer having any of the above complaints should approach Licensee’s internal redressal system sequentially i.e. on failure or non-response by the lower level, higher level should be approached.
1. Local office of the licensee
2. Office in-charge of Division
3. Office in-charge of Circle

Consumer Grievances Redressal Forums

If the complaint is not resolved, then he may file a complaint against
concerned forum of licensee in the area of consumer.

Electricity Ombudsman:

If consumer is still not satisfied by the order of forum, then he may file representation before Ombudsman.

Matters falling under section 126, 127, 135 to 139, 152 and 161 of the Electricity Act, 2003 are not within purview of Ombudsman.

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