Consumer Complaints

Complaints in respect of new connections, meter reading and billing, electric supply failures and other matters relating to supply of electric power services shall be handled by DISCO (DISCO to insert its name) expeditiously.

In order to redress consumer complaints, Consumer Services Centers shall be approached for all types of complaints to be lodged by the consumers. Additionally, One Window Operations are established in DISCO (DISCO to insert its name) offices wherein all types of complaints are received from the consumers who are given acknowledgement of the same with definite dates for their replies according to the time frame for handling and redressal of such complaints.

DISCO (DISCO to insert its name) shall handle a complaint in accordance with the procedure as laid down hereunder.

Complaints Regarding New Connections

Complaints in respect of non-availability of Application Form, Power Supply Contract, other material, delay in issuance of Demand Notices, etc. shall be attended properly. Connections shall be given as per procedure and time schedule laid down in this manual.

Complaints Regarding Billing

  • Errors in bills arising from wrong meter readings, wrong calculation of charges, etc. (within 7 days from the receipt of complaint).
  • Tariff changes (within 30 days from the receipt of complaint).
  • Replacement of defective meters as soon as possible but not later than 2 billing cycles.
  • Wrong application of LPS, e.g. late receipt of bank scrolls or loss of a scroll (within 3 days of receipt of complaint).
  • Adjustments arising on various matters including extension of due date and waiver of LPS (within 3 days from the receipt of complaint).
  • The delivery of bills is delayed and consumers do not get seven clear days for payment. Competent officers of DISCO can extend the due date for payment without LPS.
  • Complaints regarding detection bills to be settled within 15 days from the date of receipt of complaint.
  • First bill for a new connection should be issued within two months of the date of connection. Such complaints need to be redressed within fifteen days. If delivered later, it should reflect the correct slab for the period covered.
  • Inclusion of paid amounts in next month's bills. Revenue Officers, Bank Managers, or Post Office Incharge can amend the bill (same day) on production of the paid bill.
  • Arithmetical errors: RO/AM(CS) and SDO/AM(O) are competent to correct such bills forthwith upon complaint.
  • Issuance of duplicate bills: SDO/AM(O), RO/AM(CS), and Customer Services Center Incharge are authorized to issue duplicate bills on the same day. Consumers can also download bills from DISCO's website.
  • Change of Tariff complaints shall be resolved within 30 days from receipt of complaint.

All the above complaints shall be registered in the Sub Divisional Office, Consumer Service Center, or One-Window Operation of DISCO (DISCO to insert its name). Dates for rectification shall be given as per procedure and time frame. These complaints shall be monitored by DISCO's Complaint Cells.

Complaints Regarding Failure of Electric Supply

Common complaints include:

  • Individual complaints of consumers regarding failure/fluctuation of supply voltage and other locally rectifiable technical issues.
  • Collective complaints due to faults on 11 kV feeders.
  • Collective complaints due to blown fuses on 11 kV side of distribution transformer.
  • Collective complaints due to damage of distribution transformers.
  • Frequent tripping of 11 kV feeders.
  • Branches of trees touching HT/LT lines.
  • Defects in HT/LT jumpers, insulators, etc.
  • Strings from kite flying entangled with HT/LT lines.
  • Leakage of current in poles/structures/equipment.
  • Low voltage at consumer premises.
  • Fluctuations due to deposits on copper/aluminum joints.
  • Substandard quality of supply/maintenance.
  • Any other technical complaint.

Complaints shall be attended in the following order of priority:

  • Leakage of current immediately upon receipt of complaint.
  • Collective complaints of consumers.
  • Individual complaints of consumers.
  • In case of transformer damage, supply shall be restored through trolley/alternate transformer until replacement. Efforts will be made to restore supply from alternate sources.
  • Where repair workshops are unavailable, DISCO may approve private vendors for transformer repairs.
  • Trimming of tree branches and preventive maintenance shall be conducted per an advertised schedule to avoid tripping/damage.
  • Low voltage complaints shall be investigated by Sub Divisional Officer/AM(O) with appropriate remedial measures.
  • Substandard quality of supply complaints shall also be investigated and improved accordingly.

At the end of each shift in the complaint office/call center, an abstract shall be prepared:

  • Number of complaints received
  • Number of complaints attended
  • Number of unattended complaints with Sr. Nos. and reasons

DISCO (DISCO to insert its name) shall have independent complaint offices to work 24/7 including holidays. These offices will be supervised by senior officers and DISCO Complaint Cells.

Special arrangements should be made for handling complaints of ladies, senior citizens, and handicapped consumers.

Consumer Services

DISCO (DISCO to insert its name) shall develop an online complaint management system for consumers. Furthermore, the following documents shall be made available on DISCO’s website:

  • Consumer Service Manual
  • Performance Standards (Distribution) Rules, 2005
  • Consumer Eligibility Criteria, 2003
  • Tariff terms and conditions