Differences

This shows you the differences between two versions of the page.

Link to this comparison view

practical-guides:electricity-meter-burnt-faulty-not-replaced-complaint [2026/06/05 04:00] – created - external edit 127.0.0.1practical-guides:electricity-meter-burnt-faulty-not-replaced-complaint [2026/06/13 08:03] (current) – Batch 1 rewrite: answer-first, topic-specific content and metadata Shrawan Pathak
Line 1: Line 1:
-{{htmlmetatags>metatag-title=(Burnt or Faulty Electricity Meter Not Replaced? Action Guide)&metatag-description=(Electricity meter burnt or faulty and the DISCOM is not replacing it? File a complaint, demand testing, fix provisional bills, escalate to the ombudsman.)&metatag-keywords=(electricity meter, burnt meter, DISCOM complaint, meter testing, provisional billing, electricity ombudsman, CGRF, RTI, consumer rights, utility complaint)&metatag-robots=(index,follow)&metatag-og:title=(Burnt or Faulty Electricity Meter Not Replaced? Action Guide)&metatag-og:description=(Electricity meter burnt or faulty and the DISCOM is not replacing it? File a complaint, demand testing, fix provisional bills, escalate to the ombudsman.)&metatag-og:type=(article)}}+{{htmlmetatags>metatag-title=(Burnt or Faulty Electricity Meter Not Replaced? Complaint Steps)&metatag-description=(Burnt or dead electricity meter and the DISCOM will not replace it? Safety first, supply-code timeline, provisional billing and CGRF or ombudsman route.)&metatag-keywords=(Utilities and Civic Services)&metatag-robots=(index,follow)&metatag-og:title=(Burnt or Faulty Electricity Meter Not Replaced? Complaint Steps)&metatag-og:description=(Burnt or dead electricity meter and the DISCOM will not replace it? Safety first, supply-code timeline, provisional billing and CGRF or ombudsman route.)&metatag-og:type=(article)}}
  
-====== Burnt or Faulty Electricity Meter Not Replaced? Complaint and Escalation Guide ======+====== Burnt or Faulty Electricity Meter Not Replaced ======
  
-**Your electricity meter has burnt out, stopped working, or is clearly recording wrong, but the DISCOM keeps delaying the replacement and the bills keep coming. This guide shows you how to register a proper complaint, get a complaint number, demand meter testing, control the provisional billing, and escalate all the way to the Electricity Ombudsman if needed.**+**Reviewed on:** 2026-06-12.
  
 {{:practical-guides:electricity-meter-burnt-faulty-not-replaced-complaint.webp|Burnt or Faulty Electricity Meter Not Replaced? Complaint and Escalation Guide}} {{:practical-guides:electricity-meter-burnt-faulty-not-replaced-complaint.webp|Burnt or Faulty Electricity Meter Not Replaced? Complaint and Escalation Guide}}
  
-**Reviewed on:** 2026-05-29.+After a voltage surge, Sunita's meter shows scorch marks and a blank display. She reports it on the helpline. Two weeks pass, no replacement, and a flat "average" bill arrives that is higher than her usual. Her two real problems are now clear: get the dangerous meter changed, and stop the inflated provisional billing while it sits there. Both have a defined route.
  
-<WRAP center round info 95%> +A burnt or dead meter is a **safety issue first and a billing issue second**. The meter is DISCOM property, so you never open or replace it yourself. Your job is to report it safely, get it changed within the time your state Supply Code allows, and make sure the bills for the faulty period are fair.
-**Quick answer**+
  
-Take dated photos of the burnt or faulty meter, then register a written complaint with your electricity distribution company (DISCOM) and insist on a complaint or docket number. Ask for the meter to be tested and for a new meter to be installed within the timeline in your state's supply code. Make sure billing for the faulty period is provisional and based on your past average, not an inflated estimate. If the DISCOM does not act, escalate to the Consumer Grievance Redressal Forum (CGRF) and then the Electricity Ombudsman. For a public-sector DISCOM, you can use RTI to get the inspection and testing reports. +===== Safety comes before paperwork =====
-</WRAP>+
  
-===== Who this guide is for =====+If the meter is smoking, sparking, or smells of burning, switch off the main supply if you can do so safely, keep people away, and call the DISCOM breakdown or emergency helpline. Treat it as an urgent fault, not a routine complaint. Do not let a private electrician touch a DISCOM meter, as unauthorised handling can trigger a tampering allegation against you.
  
-This guide is for any electricity consumer in India whose meter has gone bad and is not being replaced quickly. It helps you if:+===== Lodge it so it can be escalated =====
  
-  * Your meter has visibly burnt, melted, or shows scorch marks after a short circuit or voltage surge. +  - **Photograph and video** the meter with date stamp, showing the burn marks or blank display and the meter serial number. 
-  * The meter display is blank, stuck, or "no display", so no reading can be taken. +  - **Register a fault complaint** on the DISCOM helpline, app, website or WhatsApp, and **get a docket or complaint number in writing.** A verbal complaint with no number is almost impossible to escalate. 
-  * The meter is clearly recording wrong, with bills far higher or lower than your usual consumption. +  - **Back it with a written complaint** the same day by email or portal, asking for three things together: replacement within the supply-code time, testing of the old meter, and provisional billing on your past average.
-  * You reported the problem days or weeks ago, got no docket number, and the meter is still not changed. +
-  * You are receiving large "provisional" or "average" bills while the faulty meter sits unreplaced.+
  
-The exact rules differ across states because electricity is handled by each State Electricity Regulatory Commission and its DISCOM (such as a state power distribution company or a private licensee). The procedure in this guide is general; the specific timelines, testing fees, and compensation amounts come from your own state's Supply Code and Standards of Performance regulations. Where it matters, this guide tells you to check the local position rather than quote a number that may be wrong for your state.+===== The supply-code timeline is your lever =====
  
-If your problem is mainly a wrong or inflated reading on a meter that is otherwise working, also read our companion guide on a [[/electricity-meter-reading-wrong-inflated-bill-india|wrong or inflated electricity meter reading]], which focuses on the billing dispute itself.+Every State Electricity Regulatory Commission publishes a **Supply Code** and **Standards of Performance** that fix the maximum days to replace a defective meter, and many provide **compensation if that deadline is missed**. The exact number varies by state, so look it up on your Commission's website, note the clause, and quote it in your complaint. If you cannot find it, ask the DISCOM in writing to confirm the applicable timeline. This converts a vague "we will do it soon" into a measurable obligation.
  
-===== What you can do this weekend =====+===== Control the provisional bill =====
  
-==== Friday evening ====+While the meter is dead, the bill should be **provisional, based on your average consumption** from earlier comparable months, not an inflated estimate. Keep your last six to twelve bills. If your usual usage is 200 units and a provisional bill demands 600, your bill history is the answer. Dispute an inflated provisional bill in writing at once, and ask that the period be re-adjusted to actual readings once the new meter is in. Pay the genuinely undisputed base amount **under protest** to avoid disconnection while you contest the rest.
  
-First, make it safe. A burnt meter is a fire and shock risk. If you can do so safely, switch off the main supply or main switch, keep children and pets away, and do not touch the meter. The meter belongs to the DISCOM, so never open, repair, or replace it yourself. If there is smoke, sparking, or a burning smell, call the DISCOM emergency or breakdown helpline immediately and treat it as an urgent fault.+===== Who pays for the new meter =====
  
-Next, gather evidence. Take clear, dated photos and a short video of the meter showing the burn marks, the blank or stuck display, and the meter number. Photograph the meter box and the connection point too. Note the date and time you first noticed the problem. Find your latest electricity bill and your consumer or account number printed on it.+It depends on the cause and the Supply Code. If the meter failed on its own or due to a supply-side fault, the DISCOM usually replaces it free. If the damage came from your wiring or tampering, a meter cost may be charged as the regulator allows. If a charge is added, ask the DISCOM in writing for the exact amount, the rule, and the basis for holding you responsible **before** you pay.
  
-Then register the complaint. Use the DISCOM's toll-free number, app, website, or WhatsApp service to lodge a fault complaint. The single most important thing at this stage is to get a complaint number or docket number in writing. Note who you spoke to, the time, and what they promised. If you only get a verbal assurance, follow it up the same evening with a written complaint by email or the online portal so there is a record. +===== Complaint letter =====
- +
-==== Saturday ==== +
- +
-Write a clear, dated complaint letter or email even if you already logged a phone complaint. State your name, consumer number, meter number, address, the date the meter failed, and exactly what is wrong. Ask for three specific things: replacement of the meter within the time fixed by your state supply code, testing of the old meter, and provisional billing based on your past average consumption rather than an inflated estimate. Attach your photos. +
- +
-Pull together your last six to twelve electricity bills. These set your normal monthly consumption and are your main defence against an unfair provisional bill. If your usual usage is, say, 200 units a month, a provisional bill demanding 600 units is something you can challenge with this record in hand. +
- +
-Check your state's position on timelines. Visit your State Electricity Regulatory Commission website and look for the Supply Code and the Standards of Performance regulations. These usually fix the maximum number of days to replace a defective meter and may provide compensation if the deadline is missed. Note the exact clause and timeline so you can quote it. If you cannot find it, ask the DISCOM in writing to confirm the applicable timeline. +
- +
-==== Sunday ==== +
- +
-Prepare your escalation file in case the DISCOM does not act. Keep one folder (paper or digital) with: the complaint number, your written complaint, the photos, your past bills, and any provisional bill received. Index them so you can attach them to a CGRF or ombudsman complaint without scrambling later. +
- +
-Draft your follow-up. Decide a fair deadline for yourself, for example, "if the meter is not replaced within the time fixed by the supply code, I will approach the Consumer Grievance Redressal Forum." Keep the tone factual and firm. Note the contact details of your DISCOM's CGRF and the Electricity Ombudsman of your state, which are usually published on the DISCOM and Commission websites. +
- +
-If the bills are the bigger worry than the meter itself, plan to pay any genuinely undisputed portion to avoid disconnection, while formally disputing the rest in writing. Paying a clearly correct base amount under protest, with a written note that the balance is disputed, keeps you safe from disconnection while you fight the inflated part. +
- +
-===== Documents and evidence checklist ===== +
- +
-^ Document ^ What it proves ^ Where to get it ^ +
-| Dated photos and video of the meter | The meter is burnt, blank, or visibly faulty; meter number is readable | Your phone (enable date stamp or note the date) | +
-| Complaint / docket number | You formally reported the fault and when | DISCOM helpline, app, website, or WhatsApp acknowledgement | +
-| Written complaint (email / portal copy) | You asked for replacement, testing, and fair provisional billing | Your sent email or the online complaint reference | +
-| Latest electricity bill | Consumer number, meter number, sanctioned load, tariff | DISCOM app / website / paper bill | +
-| Last 6–12 months of bills | Your normal average consumption (defence against inflated provisional bill) | DISCOM bill history portal or saved copies | +
-| Provisional / average bills received | What the DISCOM is charging during the faulty period | Bills issued after the meter failed | +
-| Meter testing application and report | Whether the meter is defective and by how much | Apply to the DISCOM; report issued by its testing lab | +
-| Site inspection report | The cause of the burn and who is responsible | Request from the DISCOM after their inspection | +
-| Proof of identity and ownership / occupancy | You are the registered consumer at the premises | ID proof, rent agreement, or property document | +
-| Payment receipts (paid under protest, if any) | You were not in default while disputing the bill | DISCOM payment confirmation | +
- +
-===== Step-by-step action plan ===== +
- +
-==== Step 1 — Make it safe and stop using the faulty supply ==== +
- +
-A burnt meter can spark, overheat, or cause a fire. If it is safe, turn off the main switch and keep the area clear. Do not open the meter box or let any private electrician tamper with it. The meter is DISCOM property; unauthorised handling can lead to tampering allegations against you. If there is active smoke or sparking, call the DISCOM breakdown or emergency number at once and treat it as an emergency, not a routine complaint. +
- +
-==== Step 2 — Document the fault with dated evidence ==== +
- +
-Take clear photos and a short video showing the burn marks or blank display and the meter serial number. Photograph the meter box, the seals, and the surrounding wiring. Save the date you first noticed the fault. This evidence matters later for two reasons: it shows the meter was genuinely faulty, and it helps establish whether the cause was on the supply side or your side, which decides who pays for the new meter. +
- +
-==== Step 3 — Register a complaint and get a number in writing ==== +
- +
-Lodge the fault complaint through the DISCOM's official channel: toll-free number, mobile app, website, or WhatsApp service. Always obtain a complaint or docket number. A complaint without a reference number is hard to escalate. If you only get a verbal assurance, send a short written complaint the same day by email or the online portal, mentioning the verbal complaint and asking for written acknowledgement. Keep screenshots of every acknowledgement. +
- +
-==== Step 4 — Send a written request for replacement, testing, and fair billing ==== +
- +
-Follow up with a formal written complaint that asks for three things together: (1) replacement of the burnt or faulty meter within the time fixed by your state's supply code; (2) testing of the old meter so the true cause and any defect are recorded; and (3) provisional billing based on your average consumption from earlier months, not on an inflated estimate. Attach your photos and reference your complaint number. Use the template in this guide as a starting point. +
- +
-==== Step 5 — Apply for meter testing if accuracy is in doubt ==== +
- +
-If you suspect the meter has been recording wrongly, apply in writing for it to be tested. Most state electricity regulations allow testing in the DISCOM's lab or by an independent test, usually on payment of a prescribed testing fee. In many states, if the meter is found to be defective beyond the permitted limit of error, the fee is refunded and the past bills are revised. Ask the DISCOM to confirm the exact testing procedure, fee, and the permissible limits under your state's supply code, and to give you a copy of the test report. +
- +
-==== Step 6 — Control the provisional billing ==== +
- +
-While the meter is faulty, your bill should normally be provisional, based on the average of your past consumption for comparable months. Compare any provisional bill against your last six to twelve bills. If it is clearly inflated, dispute it in writing immediately, attaching your bill history. Ask that the provisional period be adjusted to actual readings once the new meter is installed. Pay any genuinely undisputed base amount, under protest, to avoid disconnection while the dispute is pending. +
- +
-==== Step 7 — Confirm the replacement and check the final adjustment ==== +
- +
-When the new meter is installed, note the new meter number and its starting reading, and take a photo. Ask for a copy of the meter change report or installation slip. When the next bill arrives, check that the provisional charges have been reversed and replaced by actual readings, and that no meter cost has been wrongly added when the fault was not your responsibility. If a charge has been added, ask the DISCOM to state the rule and reason in writing before you pay. +
- +
-==== Step 8 — Escalate if the DISCOM does not act ==== +
- +
-If the meter is still not replaced within your state's timeline, or your billing dispute is ignored, escalate in order: first a written reminder to a senior DISCOM officer (such as the executive or superintending engineer of your division), then a complaint to the Consumer Grievance Redressal Forum (CGRF) of your DISCOM, and finally to the Electricity Ombudsman of your state if the CGRF order does not satisfy you. Keep your complaint file ready so each escalation is quick. For the broad escalation path on electricity disputes, our guide on [[/electricity-complaint-rti|electricity complaints and RTI]] is a useful companion. +
- +
-===== Escalation ladder ===== +
- +
-^ Stage ^ Action ^ Forum / Destination ^ Target timeline ^ +
-| 1 | Register fault complaint; obtain docket number | DISCOM helpline / app / website / WhatsApp | Same day; ask for replacement within supply-code time | +
-| 2 | Written complaint for replacement, testing, fair provisional billing | DISCOM consumer-service / local sub-division office | Per state Standards of Performance (varies by state) | +
-| 3 | Reminder to senior officer if no action | Executive / Superintending Engineer of your division | After the supply-code deadline lapses | +
-| 4 | Complaint to Consumer Grievance Redressal Forum | CGRF of your DISCOM (details on DISCOM website) | As fixed by the CGRF regulations of your state | +
-| 5 | Appeal to the Electricity Ombudsman | Electricity Ombudsman appointed by your State Commission | If CGRF order is unsatisfactory; per state rules | +
-| 6 | RTI for inspection / testing reports and complaint status | Public Information Officer, public-sector DISCOM | Generally 30 days (RTI Act) | +
-| 7 | Consumer complaint for deficiency in service (optional) | District Consumer Disputes Redressal Commission | Where electricity-specific forums do not resolve it | +
- +
-===== Copy-paste complaint template ===== +
- +
-Replace the text in square brackets with your own details before sending. Send by email or the DISCOM portal and keep a copy.+
  
 +<code>
 To, To,
-The Assistant / Executive Engineer (Consumer Services) +The Assistant / Executive Engineer (Consumer Services), 
-[Name of Electricity Distribution Company / DISCOM] +[Name of DISCOM] - [Sub-division]
-[Sub-Division / Division Office Address]+
  
 Date: [DD/MM/YYYY] Date: [DD/MM/YYYY]
  
-Subject: Burnt / faulty electricity meter not replaced — request for +Subject: Burnt / faulty meter not replaced - request for replacement, 
-         replacement, meter testing, and provisional billing on average +testing and provisional billing on average - Consumer No. [number]
-         basis — Consumer No. [Your Consumer Number]+
  
-Respected Sir / Madam,+Sir/Madam,
  
-1. I am [Your Name], the registered consumer at [Full Service Address], +On [date] my meter (No. [number]) became [burnt / blank / faulty]. I 
-   Consumer No. [Your Consumer Number], Meter No. [Your Meter Number], +reported it on [date] and received complaint number [number]. Photographs 
-   sanctioned load [if known].+are enclosed. The meter is still not replaced.
  
-2. On [date], I noticed that my electricity meter had [burnt / stopped +I request: 
-   displaying / become faulty]. I reported this on [date] and was given +1. Replacement within the time fixed by the [State] Supply Code; 
-   complaint / docket number [Number]. Photographs of the meter are +2. Testing of the old meter and a copy of the test report stating the 
-   enclosed.+   cause and any error; 
 +3. Provisional billing on my past average, not an inflated estimate, with 
 +   adjustment to actual readings after the new meter is installed; 
 +4. If any meter charge is proposed, the exact amount, the rule, and the 
 +   basis, in writing, before it is added.
  
-3. Despite my complaint, the meter has not yet been replaced. As per the +If the meter is not replaced within the supply-code time, I will approach 
-   Supply Code / Standards of Performance applicable in [State], a +the Consumer Grievance Redressal Forum and the Electricity Ombudsman.
-   defective meter must be replaced within the prescribed time. I request +
-   that a new meter be installed at the earliest as required under those +
-   rules. +
- +
-4. I also request that the old meter be tested as per the applicable +
-   procedure, and that I be given a copy of the test report stating the +
-   cause of the fault and any error recorded. +
- +
-5. For the period during which the meter is defective, I request that my +
-   bill be raised provisionally on the basis of my average consumption +
-   from earlier months, and NOT on an inflated estimate. My consumption +
-   for the last several months is shown in the enclosed bills. +
- +
-6. If any charge for the new meter is proposed, please inform me in +
-   writing of the exact amount and the rule under which it is levied, +
-   and the basis for holding me responsible for the damage, before any +
-   such charge is added to my bill. +
- +
-7. Please confirm in writing the action taken and the date by which the +
-   meter will be replaced. If I do not receive a satisfactory response +
-   within the timeline fixed by the Supply Code, I will be constrained to +
-   approach the Consumer Grievance Redressal Forum and, if necessary, the +
-   Electricity Ombudsman.+
  
 Yours faithfully, Yours faithfully,
 +[Name, consumer no., mobile, email]
 +Enclosures: photos, complaint acknowledgement, last 6-12 bills.
 +</code>
  
-[Your Full Name] +===== Escalation ladder =====
-[Service Address] +
-[Consumer Number] +
-[Mobile Number] +
-[Email Address]+
  
-Enclosures: +^ Stage ^ Where ^ Target ^ 
-A — Photographs / video of the burnt / faulty meter +| 1 | DISCOM helpline / app | Same day; docket number; replacement within supply-code time | 
-B — Copy of complaint / docket acknowledgement +| 2 | Executive / Superintending Engineer of the division | Reminder after the supply-code deadline lapses | 
-C — Copies of last 6–12 months' electricity bills +| 3 | Consumer Grievance Redressal Forum (CGRF) of the DISCOM | If still not replaced or billing dispute ignored | 
-D — Copy of provisional bill(s) received [if any]+| 4 | Electricity Ombudsman of your state | Appeal if the CGRF order is unsatisfactory | 
 +| 5 | RTI to the PIO (public-sector DISCOM) | Inspection and test reports, complaint file, charge basis |
  
-===== When RTI can help =====+===== RTI to break a stalled replacement =====
  
-The Right to Information Act, 2005 applies to public authorities. Many electricity DISCOMs in India are government-owned or state-controlled companies and boards, which are generally treated as public authorities under the Act. If yours is a public-sector DISCOM, RTI is a strong tool to break a stalled meter complaint, because it forces the utility to put on record what it has actually done. You can ask the Public Information Officer (PIO) of the DISCOM for:+If your DISCOM is government-owned, RTI to its Public Information Officer forces it to record what it actually did. Ask for the status and file notings on your complaint number, the site inspection report and meter test report with the recorded cause and error, the prescribed maximum time to replace a defective meter and the compensation for delay, and the rule under any meter charge. A documented inspection or test report obtained this way strengthens a CGRF or ombudsman complaint. RTI cannot **order** the replacement, only the DISCOM, CGRF or ombudsman can, and it takes up to 30 days, so use it alongside the CGRF, not instead of it. A purely private DISCOM may be outside RTI; then RTI the State Commission for the regulations and use the consumer forums.
  
-  * **Complaint status and noting:** "Please provide the current status and copies of all file notings on complaint / docket number [Number] dated [DD/MM/YYYY] regarding the burnt / faulty meter at Consumer No. [Your Consumer Number]." +===== FAQ =====
-  * **Inspection and meter testing reports:** "Please provide a copy of the site inspection report and the meter testing report for Meter No. [Your Meter Number], including the recorded cause of the fault and the percentage error found." +
-  * **Basis of any charge:** "Please provide the rule, regulation, or order under which a meter replacement charge of Rs [amount] was levied on me, and the basis for holding me responsible for the damage." +
-  * **Standards of Performance:** "Please provide the prescribed maximum time for replacing a defective meter and the compensation payable for delay, as applicable to my connection."+
  
-RTI is especially useful when the DISCOM keeps giving verbal assurances but never records a decision. A documented inspection or testing report obtained through RTI strengthens any CGRF or Ombudsman complaint. To file, see our step-by-step guide on how to [[/file-rti-online-india|file an RTI online]]. If the PIO does not reply in time or refuses, our guide on the [[/file-first-appeal-rti-section-19-2026|RTI first appeal under Section 19]] explains the next step. For complex disputes, [[/book|The RTI Playbook]] covers how to use RTI strategically alongside other forums.+==== Should I touch or replace the burnt meter myself? ==== 
 +No. A burnt meter is a fire and shock hazard and it is DISCOM property. Switch off the main supply if safe, keep people away, and report it. Do not let an unauthorised electrician touch it.
  
-===== When RTI will not help =====+==== How long does the DISCOM get to replace a faulty meter? ==== 
 +Your state Supply Code and Standards of Performance fix the maximum days, and many states give compensation for delay. The number varies, so check your State Commission's website and quote the clause.
  
-RTI has clear limits in a meter dispute, and you should not rely on it as your main remedy:+==== How will I be billed while the meter is dead? ==== 
 +On a provisional basis using your average consumption from earlier months, adjusted to actual readings once the new meter is in. Keep past bills to check the provisional amount is fair.
  
-  * **RTI cannot order a replacement:** An RTI reply gives you information, not relief. Only the DISCOM, the CGRF, or the Electricity Ombudsman can order your meter replaced or your bill corrected. Use RTI to support those complaints, not to substitute for them. +==== Can I get the meter tested? ==== 
-  * **Purely private DISCOMs:** If your distribution licensee is a purely private company with no government control, the RTI Act may not apply to it directly. In that case, rely on the DISCOM grievance cell, the CGRF, the Electricity Ombudsman, and the consumer commission. You can still file RTI with the State Electricity Regulatory Commission for the regulations and Standards of Performance. +Yes. Apply in writing for testing under the Supply Code, usually on a prescribed fee that is refunded if the meter is found defective beyond the allowed error. Ask for a copy of the test report.
-  * **Speed:** The RTI response window is generally up to 30 days, which is slower than a CGRF complaint. For urgent safety issues or fast disconnection threats, escalate within the DISCOM and to the CGRF first; use RTI in parallel for the paper trail.+
  
-Because electricity distribution is regulated state by state, whether your specific DISCOM is a public authority can vary. If you are unsure, you can simply file the RTI; the PIO must transfer or respond. For a deeper look at electricity-specific RTI requests, see our guides on an [[/rti-for-electricity-bill-dispute|RTI for an electricity bill dispute]] and an [[/rti-for-electricity-connection-delay|RTI for electricity connection delay]].+==== Who pays for the replacement meter? ==== 
 +The DISCOM usually pays if the meter failed on its own or due to a supply-side fault. A charge may apply if your wiring or tampering caused it. Demand the rule and reason in writing before paying.
  
-===== Common mistakes to avoid =====+==== Can I use RTI to find out why my meter is not replaced? ==== 
 +For a public-sector DISCOM, yes. Ask the PIO for the complaint status, inspection and test reports, and the replacement timeline. For a purely private DISCOM, use the CGRF and ombudsman instead.
  
-  * **Touching or replacing the meter yourself:** A burnt meter is dangerous, and it is DISCOM property. Do-it-yourself fixes risk injury and can trigger tampering allegations against you. Always go through the DISCOM. +===== Related guides =====
-  * **Reporting only by phone:** A verbal complaint with no docket number is almost impossible to escalate. Always get a written complaint or docket number and back it up by email or the online portal the same day. +
-  * **Not keeping past bills:** Your last six to twelve bills are your best protection against an inflated provisional bill. Without them, you have little to argue with when the estimate looks too high. +
-  * **Paying an inflated provisional bill in full without protest:** If you simply pay a clearly inflated estimate, getting it adjusted later is harder. Pay the genuinely undisputed portion under protest and dispute the rest in writing. +
-  * **Stopping all payment and risking disconnection:** The opposite mistake. Refusing to pay anything can lead to disconnection. Pay the undisputed base amount under protest to stay protected while you fight the rest. +
-  * **Not asking for meter testing:** If you think the meter was recording wrong, a formal test creates an official record. Without a test report, the DISCOM's estimate stands largely unchallenged. +
-  * **Paying a meter charge without checking the rule:** If the DISCOM adds a meter cost, ask in writing for the rule and the reason for holding you responsible. Where the failure was on the supply side, you may not owe anything. +
-  * **Skipping the correct escalation order:** Jumping straight to court can backfire. The designed path is DISCOM, then CGRF, then Electricity Ombudsman; following it in order makes your case stronger.+
  
-If your underlying worry is a wrong reading rather than a dead meter, our guide on a [[/electricity-meter-reading-wrong-inflated-bill-india|wrong or inflated electricity meter reading]] walks through the billing dispute in detail. And if someone is pressuring you with fake disconnection threats while this is going on, read about the common [[/fake-electricity-disconnection-call-scam-india|fake electricity disconnection call scam]] so you do not lose money to fraudsters posing as the DISCOM. +  * [[practical-guides:electricity-bill-doubled-smart-meter-installation|Bill doubled after smart meter installation]] 
- +  * [[practical-guides:electricity-bill-paid-disconnection-notice-received|Bill paid but disconnection notice received]] 
-===== Official links ===== +  * [[practical-guides:electricity-new-connection-delayed-after-deposit|New connection delayed after deposit]] 
- +  * [[practical-guides:start|Practical Guides hub]] 
-  * [[https://cgrfnodalauthority.in/|National Consumer Grievance Redressal Forum / Ombudsman directory (cgrfnodalauthority.in)]] — find your state's CGRF and Electricity Ombudsman +  * [[file-rti-online-india|How to file RTI online]] 
-  * [[https://cercind.gov.in/|Central Electricity Regulatory Commission (cercind.gov.in)]] — links to State Electricity Regulatory Commissions and regulations +  * [[act:section-19|First and second RTI appeals]]
-  * [[https://powermin.gov.in/|Ministry of Power (powermin.gov.in)]] — consumer rules and policy on electricity distribution +
-  * [[https://pgportal.gov.in/|CPGRAMS (pgportal.gov.in)]] — central public grievance portal for government-controlled utilities +
-  * [[https://www.rtionline.gov.in/|RTI Online (rtionline.gov.in)]] — file RTI with central public authorities; check the state RTI portal for state DISCOMs +
- +
-===== Frequently asked questions ===== +
- +
-==== Who pays to replace a burnt electricity meter? ==== +
- +
-It depends on the cause and your state's supply code. If the meter failed on its own or due to a fault on the supply side, the DISCOM usually replaces it without charging you. If the damage was caused by your own wiring, tampering, or external factors, you may be charged a meter cost as fixed by the regulator. Ask the DISCOM in writing to state the reason and the charge, if any, with the rule reference, before you pay. +
- +
-==== How will I be billed while my meter is faulty or not working? ==== +
- +
-Most state supply codes allow provisional billing based on your average consumption from earlier months when the meter is defective. Once the new meter is installed, the bill should be adjusted to actual readings. Keep your past bills so you can check the provisional amount is fair, and raise a written dispute if it looks inflated. +
- +
-==== Can I ask for my faulty meter to be tested? ==== +
- +
-Yes. If you believe the meter is faulty or recording wrongly, you can apply in writing for the meter to be tested. Most state electricity regulations provide for testing in the DISCOM's laboratory or by an independent test, often on payment of a prescribed testing fee that is refunded if the meter is found defective. Ask the DISCOM for the exact procedure and fee under your state's supply code. +
- +
-==== What is the electricity ombudsman and when can I approach it? ==== +
- +
-Every state has a Consumer Grievance Redressal Forum (CGRF) set up by the DISCOM, and an Electricity Ombudsman appointed by the State Electricity Regulatory Commission. You first complain to the DISCOM, then to the CGRF, and if still not satisfied, to the Electricity Ombudsman of your state. Timelines and the order of these forums vary by state, so check your State Commission's website. +
- +
-==== Can I file an RTI to find out why my meter has not been replaced? ==== +
- +
-If your DISCOM is a government or public-sector body, you can usually file an RTI with its Public Information Officer to ask for the status of your complaint, the inspection report, the meter testing report, and the rule under which any charge was raised. If your DISCOM is a purely private company, the RTI Act may not apply to it directly, so use the consumer forum and ombudsman route instead. +
- +
-==== How long should the DISCOM take to replace a defective meter? ==== +
- +
-Most states publish Standards of Performance that set a maximum time for replacing a faulty or burnt meter, and many provide compensation if the DISCOM misses the deadline. The exact number of days and the compensation amount vary by state. Check your State Electricity Regulatory Commission's Standards of Performance regulations, and quote that timeline in your complaint. +
- +
-==== Should I touch or replace the burnt meter myself? ====+
  
-No. A burnt meter can be a serious fire and shock hazard, and the meter is the property of the DISCOM. Do not open, repair, or replace it yourself, and do not let an unauthorised electrician touch it. Switch off the main supply if it is safe to do so, keep people away, and report it to the DISCOM and the emergency helpline immediately.+Download the faulty meter replacement checklist (PDF).