Electricity Bill / Connection Complaint 2026

Reviewed on: 2026-06-19.

The most common complaints electricity consumers bring forward are:

• Wrong or inflated electricity bill
• Bill for a period when the meter was faulty or not read
• New connection not given within the promised timeframe
• Reconnection delayed after paying dues
• Illegal disconnection without prior notice
• Frequent or prolonged power outages (load-shedding beyond the disclosed schedule)
• Damaged meter or request to replace a faulty meter
• Unauthorised demand for bribe or unofficial charges

The escalation ladder has three clear steps: your DISCOM first, then the CGRF, then the Electricity Ombudsman. Do not skip a step.

Your distribution company (DISCOM) is legally required to have a complaint-registration system. You can reach it in several ways:

• National helpline 1912 (or 19120 in some states): a unified electricity consumer helpline operated under the Ministry of Power. Calls are routed to your state's DISCOM.
• DISCOM mobile app or website: most major DISCOMs (MSEDCL, BSES, BESCOM, TNEB, WBSEDCL, AVVNL and others) have online portals where you can log and track complaints with a ticket number.
• DISCOM subdivision office: visit in person and obtain a written acknowledgement with a date and complaint reference number. Always insist on this.
• Written letter or email to the Assistant Engineer or Sub-Divisional Officer of your area.

Keep your consumer number (printed on your bill) ready for every contact. Note the date, time, and name of the person you spoke to.

Your DISCOM must resolve most service complaints within a period set by your State Electricity Regulatory Commission. For example, Maharashtra's MERC regulations require the DISCOM to act on supply, connection, reconnection or disconnection complaints within 3 days and on all other complaints within 15 days. Your state may differ; check your State Commission's website or the back of your bill for the prescribed timeline.

If the DISCOM does not resolve your complaint within that period, or gives an unsatisfactory reply, move to Step 2.

Section 42(5) of the Electricity Act 2003 mandates every distribution licensee to set up a Consumer Grievance Redressal Forum (CGRF). This is a free, statutory body.

Who can approach the CGRF?

Any consumer of a licensed distribution company whose complaint to the DISCOM has either been rejected, ignored, or not resolved within the prescribed period.

How to file at the CGRF:

1. Collect proof of your original complaint: ticket number, email acknowledgement, or the written receipt from the subdivision office.
2. Fill the CGRF application form (usually available on your DISCOM's website or at the DISCOM office). Some states call this Schedule A.
3. Attach your latest electricity bill, any correspondence with the DISCOM, meter reading photos if relevant, and a copy of your identity proof.
4. Submit in person at the CGRF office or send by registered post. Keep a copy.
5. You do not need a lawyer at this stage.

The CGRF holds hearings and must pass a reasoned order. Under MERC regulations (Maharashtra), appeals to the CGRF must be filed within three months of the DISCOM's unsatisfactory reply or the expiry of the resolution period. Check your own State Commission's regulations for the applicable cut-off.

If you are unhappy with the CGRF's order, or if it does not pass an order within the period your state prescribes, move to Step 3.

Section 42(6) of the Electricity Act 2003 provides for an Electricity Ombudsman, appointed by the State Electricity Regulatory Commission (SERC). This is the final regulatory redressal body for electricity consumers.

The Ombudsman can:

• Overturn or modify a CGRF order
• Direct the DISCOM to reconnect supply, correct a bill, or refund excess charges
• Award compensation for loss or harassment
• Direct the DISCOM to pay costs

How to approach the Ombudsman:

1. File within the time prescribed by your state (for example, MERC allows 60 days from the CGRF's order; other states may differ).
2. Submit a written application to the office of the Electricity Ombudsman of your state. The address is available on your State Commission's website.
3. Attach the CGRF order, all earlier correspondence, and your grounds of appeal.
4. There is no court fee. Hearings are quasi-judicial and you may appear in person.

The Ombudsman's order is binding on the DISCOM. Non-compliance can be reported to the State Commission under Sections 142 and 146 of the Electricity Act 2003.

CPGRAMS: If your DISCOM is a government-owned entity (which most are), you can file on the centralised public grievance portal. This is particularly useful for escalating persistent non-response. See how to file a CPGRAMS complaint.

Consumer Commission / e-Daakhil: For billing deficiency or deficient service causing quantifiable loss, you may alternatively approach the District Consumer Commission under the Consumer Protection Act 2019. The e-Daakhil online portal lets you file this complaint from home. Note: electricity theft and unauthorised use disputes are not maintainable before consumer commissions and must go through the CGRF/Ombudsman route.

PM Surya Ghar Muft Bijli Yojana applicants: If your complaint involves a delayed rooftop solar connection under the scheme, you can check your PM Surya Ghar application status before escalating.

Sections 42(5) and 42(6) of the Electricity Act 2003 create the CGRF and Ombudsman as statutory rights, not optional goodwill measures. Section 42(7) requires the Ombudsman to settle complaints within the timeframe specified by the State Commission. Under Section 57 read with Schedule 6, your DISCOM is bound by Standards of Performance set by the SERC.

Section 135 onwards deals with electricity theft. If you are falsely accused of theft, respond to the DISCOM's notice in writing within the time it gives, then file at the CGRF if the assessment is disputed.

Your consumer rights under the Consumer Protection Act 2019 run alongside these electricity-specific channels.

Call 1912 or your DISCOM's portal to log a billing complaint. Also ask for a meter test in writing. Do not pay the disputed excess while the complaint is pending, but pay the undisputed portion to avoid disconnection. The DISCOM must send a meter-testing officer and provide a written report. If the meter is found faulty, the bill must be revised.

Many state CGRF regulations bar the DISCOM from disconnecting supply solely over a bill that is under adjudication before the CGRF. However, this protection varies by state. File a stay application with the CGRF as soon as possible after lodging your complaint there.

The Electricity Act 2003 (Section 42(7)) requires the Ombudsman to settle complaints within the timeframe fixed by the State Commission. In practice this ranges from a few weeks to three or four months depending on the state and complexity. Check your State Commission's regulations for the exact limit.

The CGRF and Ombudsman deal only with disputes against the licensed DISCOM. If the problem is the society's internal electrical installation, approach the local municipal electrical inspector or file a consumer complaint against the society under the Consumer Protection Act 2019 via e-Daakhil.

1912 is the national unified number under the Ministry of Power and routes to your state or local DISCOM. Some DISCOMs also have their own toll-free numbers. 1912 is the safest starting point regardless of your state.

Report non-compliance to your State Electricity Regulatory Commission (SERC) under Section 142 of the Electricity Act 2003. Wilful non-compliance of a Commission or Ombudsman order can attract penalty under Section 146. You may also file for contempt before the Appellate Tribunal for Electricity (APTEL) if the Ombudsman's order is treated as a quasi-judicial order.

Yes. If you suspect the DISCOM misrepresented meter readings, applied wrong tariff rates, or failed to follow regulatory norms, an RTI application to the DISCOM (a public authority under the RTI Act 2005) can get you copies of meter test reports, disconnection notices, and the internal file on your account. See the RTI section below.

Yes, entirely different bodies with different statutes and jurisdictions. The Electricity Ombudsman is set up under the Electricity Act 2003 by each State Commission. For insurance disputes, see the separate telecom and insurance ombudsman channels.

File an RTI to: your electricity DISCOM and the State Electricity Regulatory Commission

• What is the status of my complaint (reference number: …) and what action was taken and when?
• What are the Standards of Performance notified by the SERC for connection and billing complaints, and what penalty applies for breach?
• What is the meter test report for meter number … for the period …?
• How many CGRF complaints were filed against this DISCOM in the last two years, and what percentage were resolved within the prescribed time?
• What action has the SERC taken for non-compliance with CGRF or Ombudsman orders in the last two years?

→ Use our free AI RTI Drafter to generate a complete Section 6(1) application.

• Electricity Act 2003, Sections 42(5), 42(6), 42(7), 135, 142, 146: indiacode.nic.in
• MERC Consumer Grievance Redressal Forum and Electricity Ombudsman Regulations 2006 (illustrative of state-level implementation): merc.gov.in
• MSEDCL National Helpline 1912 confirmation: mahadiscom.in
• Rajasthan Electricity Regulatory Commission (RERC), CGRF and Ombudsman: rerc.rajasthan.gov.in
• Ministry of Power, power sector information: powermin.gov.in
• National Power Portal (sector data and statistics): npp.gov.in

By Dr. Shrawan Kumar Pathak