Electricity Connection Delayed? Ombudsman & CGRF Steps

If your new electricity connection is stuck past the legal deadline or your supply was cut without notice, you do not have to wait quietly. File a complaint with your discom on helpline 1912, then escalate to the Consumer Grievance Redressal Forum, and finally appeal to the State Electricity Ombudsman if the forum fails you.

The Electricity (Rights of Consumers) Rules, 2020 is a central law that, for the first time, wrote down what every power consumer in India is entitled to. It fixes time limits for new connections, sets standards of performance for the discom, creates a tiered grievance system through the CGRF and the Electricity Ombudsman, and links breaches to compensation.

The framework comes from the Electricity (Rights of Consumers) Rules, 2020, notified by the Ministry of Power under the Electricity Act, 2003.

• Connection deadline. The maximum time to give a new connection or modify an existing one is 7 days in metro cities, 15 days in other municipal areas and 30 days in rural areas. Miss it, and the discom is in breach.
• Grievance forum (CGRF). The Consumer Grievance Redressal Forum was made multi-layered, and consumer representatives were increased from one to four. A grievance is to be resolved within 45 days maximum.
• Electricity Ombudsman. If you are unhappy with the CGRF decision, you can appeal to the State Electricity Ombudsman, the next and higher authority.
• Standards of performance and compensation. The State Electricity Regulatory Commission notifies standards of performance. Where these are breached, including time taken for connection, disconnection, reconnection and shifting, the discom must pay compensation. For parameters that can be monitored remotely, compensation is automatic.

RTI relevance: when a discom blames “pending file” or “technical reasons,” a Right to Information request to the public authority forces it to show the dated movement of your application, who held it, and why, which is powerful evidence at the CGRF.

1. Log the complaint with your discom. Call the national helpline 1912, or use the discom app or website. Note the complaint number, date and time. The discom must run a centralised round-the-clock call centre, so insist on a written or SMS ticket, not a verbal promise.
2. Quote the deadline. State the legal time limit for your area (7, 15 or 30 days) for a new connection, or demand restoration if you were disconnected. Put it in writing to the section or sub-division office and keep proof of delivery.
3. File at the CGRF. If the discom does not fix it, file a written grievance with your area Consumer Grievance Redressal Forum. Attach your application, payments, the complaint number and dates. The CGRF must decide within 45 days. Ask, in the same complaint, for compensation for the delay.
4. Appeal to the Electricity Ombudsman. If the CGRF rejects your case or stays silent, appeal to the State Electricity Ombudsman. The Ombudsman is independent of the discom and can direct relief and compensation.

• Connection application form and acknowledgement or registration number
• Receipts for any fees, security deposit or estimate paid
• Address proof and ownership or occupancy proof for the premises
• Complaint number from helpline 1912 and any written follow-ups
• Photos or the disconnection notice, if your supply was cut

The discom is not just expected to be helpful; it is held to measurable standards of performance set by the State Commission. Delay in connection, disconnection, reconnection or shifting beyond the notified limit triggers compensation. Because some of these parameters are tracked remotely, that compensation is meant to reach you automatically, without you begging for it. The exact rupee amount and the per-event limits are fixed by your state's Electricity Regulatory Commission, so the figure differs from state to state. Check your State Commission's standards-of-performance regulations for the number that applies to you, and claim it in the same CGRF complaint.

The single number to remember is 1912, the helpline allotted to electricity call centres for power-supply complaints across India. It works round the clock and is your first, time-stamped touchpoint, the proof that you raised the issue on a particular date.

To: The Public Information Officer
[Name of your distribution company / discom]

Subject: Information under the RTI Act, 2005 - status of my new electricity connection

Under Section 6(1) of the RTI Act, 2005, please provide:
1. The date my connection application no. ____ was received and the
   current status, with the dated file movement and names of officers
   who handled it (Section 6(1)).
2. The standards of performance and compensation applicable to delay in
   new connections notified by the State Electricity Regulatory Commission.
3. The reason for the delay beyond the time limit under the Electricity
   (Rights of Consumers) Rules, 2020.

I enclose the application fee of Rs 10. Reply within 30 days under
Section 7(1); silence is a deemed refusal under Section 7(2).

Name, address, date, signature

Under the Electricity (Rights of Consumers) Rules, 2020, the maximum is 7 days in metro cities, 15 days in other municipal areas and 30 days in rural areas. Beyond that, the discom is in breach and you can complain and claim compensation.

Raise it on 1912 at once and ask for restoration, then put your demand in writing to the discom office. If supply is not restored or the cut was wrongful, escalate to the CGRF, which must decide within 45 days, and ask for compensation for the failure of supply.

Compensation exists for breaches of the standards of performance, including connection delays, and is automatic for parameters monitored remotely. The actual rupee amount and per-event limits are set by your State Electricity Regulatory Commission, so check your state's standards-of-performance regulations and claim that figure in your CGRF complaint.

Treat it like any other supply or billing grievance. Log it on 1912 for a ticket, ask the discom in writing for the meter data and the basis of the dispute, and if unresolved take it to the CGRF and then the Ombudsman. An RTI to the discom can extract the meter readings and the dated record behind the dispute.

The CGRF is the first forum inside the discom's redressal system and must decide within 45 days. The State Electricity Ombudsman is the higher, independent appeal authority you approach when you are dissatisfied with the CGRF's decision.

1912 is the number allotted to electricity call centres for power-supply complaints and works round the clock. It connects you to your local discom's centre. Whether the call is toll free depends on your discom, but the complaint ticket you get is valuable proof either way.

1. File the CGRF complaint with your full paper trail and ask for compensation in the same application.
2. Claim the compensation notified by your State Electricity Regulatory Commission for the standards-of-performance breach.
3. RTI the discom for the dated file movement of your application using the AI RTI Drafter; if the PIO ignores you, build a Section 19(1) appeal with the First Appeal Builder.

For a full strategy on using RTI to unstick stuck government and utility files, read The RTI Playbook.

• Ministry of Power, Electricity Call Center (1912): https://powermin.gov.in/en/content/electricity-call-center
• Electricity (Rights of Consumers) Rules, 2020 - Ministry of Power notification (PIB PRID 1682384)
• Standards of performance and CGRF analysis, CAG India: https://www.cag.org.in/blogs/electricity-rights-consumers-rules-2020

• AI RTI Drafter - generate the RTI to your discom in 60 seconds
• First Appeal Builder - Section 19(1) appeal if the PIO ignores you
• PIO Reply Checker - test whether the discom's reply is lawful
• The RTI Act, 2005 - the full statute
• The RTI Playbook - the citizen escalation guide