Electricity Complaint Status - Citizen Guide 2026

For the full legal background on CGRF and Electricity Ombudsman escalation, see Electricity connection delay - CGRF and Ombudsman guide.

When you log a complaint with your DISCOM, the system assigns a unique complaint or service-request number. Status fields typically show: registered, assigned to field staff, in progress, resolved, or closed. “Closed” does not always mean resolved - you may see a closure reason that you can dispute. Checking status proactively helps you catch premature closures and triggers escalation in time.

You need your consumer number (printed on every bill) and the docket number given when you first reported the problem. Sources: the SMS or email from the DISCOM, the IVR confirmation at the end of a 1912 call, or the slip if you visited a DISCOM office. If you lost the docket number, call 1912 with your consumer number and the agent can retrieve it.

Most DISCOMs offer a web self-service (WSS) portal where status is visible with just your complaint number. Verified portals for three major utilities:

• MSEDCL (Maharashtra): wss.mahadiscom.in - choose “Complaint Status” and enter your complaint number. Also reachable at 1912, 19120, or 1800-212-3435.
• KSEB (Kerala): wss.kseb.in - “Check Your Complaint Here” accepts a complaint number directly. Helpline: 1912 or 0471-2555544.
• UPPCL (Uttar Pradesh): consumer.uppcl.org - WSS section shows service-request status. Helpline: 1912 (24×7).

For other states, search your DISCOM name plus “consumer portal” - the Ministry of Power's Electricity Call Centres page at powermin.gov.in/en/content/electricity-call-center explains how the 1912 call-centre system is set up across states.

The 1912 short code is allotted specifically to electricity call centres by the Ministry of Power and routes to your local DISCOM automatically. The centre can pull up your complaint status, log a follow-up escalation if the ticket has not moved, and give a new docket number for the escalation.

Keep a note of the call date, time, and staff ID. In UP DISCOMs alone, 1912 handled over 95 lakh complaints in 2025-26 with a resolution rate of about 98.9 percent (source: Millennium Post, citing UP DISCOM data).

A complaint closed without actual resolution is itself a grievance. Screenshot the closed status, call 1912, and ask for a new docket referencing the old one. If that does not help, email the DISCOM's customer-care address (on your bill) and keep the sent receipt. Always ask for a written reason for closure - an oral explanation is not enough if you need to escalate to CGRF.

CPGRAMS at pgportal.gov.in is the central public grievance portal connected to all central government ministries and departments. It works best for complaints against central-government undertakings or where you want a central-level record. File under the relevant ministry or department, then track status at pgportal.gov.in/Status using your registration ID. Try the DISCOM's own portal and 1912 first - CPGRAMS is not a substitute for the DISCOM's own grievance route.

If the DISCOM does not resolve the complaint satisfactorily, the Electricity Act 2003, Section 42(5) requires every distribution licensee to establish a Consumer Grievance Redressal Forum (CGRF). Section 42(6) establishes the Electricity Ombudsman one level above CGRF.

CGRF: File a written complaint at the nearest forum (they must be within 100 km of consumers). Bring all previous complaint numbers, screenshots, your bill, and written correspondence. CGRF typically has 45-60 days to decide (the exact window is set by your State Electricity Regulatory Commission). Filing is generally free or a nominal fee.

Electricity Ombudsman: If CGRF does not decide in time or you are unsatisfied with its order, appeal under Section 42(6)-(8) of the Electricity Act 2003. Most state regulations allow 30 days from the CGRF order to file (some states give longer - Maharashtra allows 60 days). The Ombudsman must pass an award within three months of receipt.

Find your state's CGRF by searching “[your state] SERC CGRF” or “[your state] electricity ombudsman”.

• Your electricity bill (consumer number) and every complaint number with its date.
• Screenshots of status-check results, with the date visible.
• 1912 call log: date, time, agent ID, what was said.
• Written replies or email closures from the DISCOM.
• Photos of a faulty meter or meter reading with timestamps.

• Field staff asking for cash to “fix” a complaint in the system - this is unofficial and unacceptable.
• Fake SMS claiming disconnection with a link to pay a fine - always verify disconnection through the portal or 1912 before acting.
• A complaint marked “resolved” on the same day it was raised without any site visit - screenshot it and log a follow-up.

Call 1912 and give your consumer number (on your electricity bill). The agent can retrieve any open or recent complaint on your account and repeat the docket number. Also check the SMS inbox on the mobile number registered with your DISCOM.

Screenshot the resolved status, then call 1912 and state the issue remains. Ask for a new docket referencing the old one. If this happens more than once, send a written complaint to the DISCOM's grievance officer and then proceed to CGRF.

The Electricity Act 2003 (Section 42(5)) requires each state's distribution licensee to set up CGRF under SERC guidelines. Most state commissions set a 45-to-60-day decision window from the date of complaint admission. If no order comes within that window, you can go to the Electricity Ombudsman without waiting for an order.

CGRF filing is generally free or a nominal fee set by the State Electricity Regulatory Commission. The Ombudsman in some states requires a deposit - for example, Delhi's DERC regulations specify one-third of any disputed amount. Check your state commission's rules before filing.

RTI is not a substitute for the statutory appeal route (CGRF → Ombudsman). However, if a public-sector DISCOM holds a file on your complaint, you can use RTI under the RTI Act 2005 to request information on the file's status, the officer's name, action taken, and reasons recorded. See electricity complaint RTI guide for a step-by-step. For using RTI as a strategic tool across the sector, The RTI Playbook has detailed templates.

An Ombudsman order can be challenged before the State Electricity Regulatory Commission or the relevant High Court depending on your state's rules. This is a formal legal step; consult a lawyer before proceeding.

• Electricity connection delay - CGRF and Ombudsman guide
• Wrong or inflated electricity bill - citizen guide
• Electricity complaint via RTI