BESCOM Helplines: How to Register an Electricity Complaint to Bangalore Electricity Supply Company Limited?

Bangalore Electricity Supply Company Limited (BESCOM) is a public utility-limited electricity distribution company, owned by the government of Karnataka. BESCOM is responsible for power distribution in eight districts of Karnataka: Bangalore Urban, Bangalore Rural, Chikkaballapura, Kolar, Davanagere, Tumkur, Chitradurga, and Ramanagara.

• Bangalore Metropolitan (North): Yelahanka, Byatarayanapura, Dasarahalli, Hebbal Kempapura, Jakkuru, Thanisandra, and others.
• Bangalore Metropolitan (South): Basavanagudi, Jayanagar, BTM Layout, Banashankari, and more.
• Bangalore Rural: Devanahalli, Doddaballapura, Hoskote, and Nelamangala.
• Chitradurga: Chitradurga, Molkalmur, Holalkere, Hiriyuru, Challakere, and Hosadurga.

Have issues with BESCOM’s electricity services? You can contact customer support by calling the toll-free helpline number, sending an email, or submitting a complaint through the BESCOM online portal.

Please note: In cases of consumer rights violations by the BESCOM Electricity Board, you may complain with the National Consumer Helpline (NCH), which is the national consumer protection authority under the Department of Consumer Affairs, or with the National Consumer Disputes Redressal Commission (NCDRC).

Level 1: File a Complaint to BESCOM Electricity Board

To report concerns like power outages, billing discrepancies, fuse or transformer malfunctions, or any other issues related to electricity services, you can make use of the communication methods and customer care number of the Bangalore Electricity Supply Company.

• BESCOM Complaint Number: 1912
• Email: helpline@bescom.co.in, helplinebescom@gmail.com
• Complain online to BESCOM: file a complaint
• WhatsApp Number: +919449844640, +919483191212 (Emergency)
• Contact Details: Contact BESCOM Officials of Zonal/Divisions

When filing your complaints, must include the following details:

• BESCOM Customer ID
• Complaint Category
• Location of the Issue (if applicable)
• A detailed description along with any relevant supporting documents, such as bill copies for billing issues, photographs, or other pertinent materials.

For changes to existing bills, requests for new connections, or to access online services, please visit the BESCOM consumer portal.

For the contact information of designated engineers or officials at your local circle, division, and sub-station offices, including subdivisions, refer to the officials’ contact page on the BESCOM website.

If your previous complaints have not been resolved within the specified resolution period, you should escalate the matter to the Public Grievance Redressal Cell (PGRC) at your nearest divisional office.

Note: If the issue remains unresolved, further you can escalate it by taking the complaint to the Consumer Grievance Redressal Forum (CGRF) of the electricity board at the Zonal offices as necessary.

Level 2: Lodge a Grievance to Consumer Grievance Redressal Forum, BESCOM

If your complaints previously submitted to the divisional offices, local power stations, or the Internal Public Grievance Redressal Cell (PGRC) of BESCOM are not resolved within 30 days, you should escalate the issue to the Consumer Grievance Redressal Forum (CGRF). You can do this by lodging a complaint with the circle CGRF office.

The grievance must be submitted within 3 months of the final resolution or the expiry of the resolution period.

Essential information required to submit a grievance to CGRF:

1. Grievance Form: To complain with the CGRF, either use the official complaint form available for download or a sheet of plain paper.
2. Reference Number: Provide the reference or docket number from your initial complaint to BESCOM to facilitate case tracking and review of prior communications.
3. Personal Information: Include your complete name, connection number, and contact details such as phone number, email address, and postal address.
4. Nature of Complaint: Clearly describe the issue you are experiencing with BESCOM. Specify in detail the resolution or financial compensation you are seeking.
5. Supporting Documents: Attach all pertinent documents, including any previous responses from BESCOM. For billing issues, include copies of relevant past electricity bills. These documents help substantiate your claim.
6. Declaration Form: A signed declaration form is required, confirming the authenticity and accuracy of your complaint, which lends further legitimacy to your grievance.

Procedure

The process of lodging a grievance to CGRF:

• Submission of Grievances: Grievances can be submitted in person, by post, email, or fax, as detailed in Annexure II. You can also drop off your grievances at designated Complaint Receiving Centres in circle offices.
  • Download Grievance Form
• Process of Resolution: Grievances are prioritized according to their urgency, such as issues related to no supply, connections, meters, billing, etc. The Forum will forward a copy of your grievance to BESCOM for their comments and might request additional documents from both parties involved.
• Hearing and Order: If deemed necessary, the Forum will schedule a hearing. After reviewing the details of the grievance, the Forum will issue an order instructing BESCOM to address the issue, which could include rectifying the problem or refunding overcharged fees with interest.

Timelines for Resolution: Orders for grievances concerning no supply, connection issues, or disconnections are issued within 30 days of the grievance being filed. For all other types of grievances, the CGRF will issue an order within 60 days.

Contact Details

Here are the official contact details for the Consumer Grievance Redressal Forum at the zonal offices of BESCOM, where you can escalate your complaints to the CGRF Forum.

Please note: If you are not satisfied with the resolution provided by the CGRF, you may appeal to the Electricity Ombudsman within 30 days following the issuance of the Forum’s order or after the specified period for the Forum to issue an order has expired.

Level 3: Appeal to Electricity Ombudsman, Karnataka

If you have previously lodged a complaint with the Consumer Grievance Redressal Forum of BESCOM regarding an issue with electricity services and are dissatisfied with the outcome, or if the issue remains unresolved within 30 days, escalate your complaint to the Electricity Ombudsman (EO) in Karnataka.

The Electricity Ombudsman serves as an independent quasi-judicial body that resolves disputes between consumers and BESCOM.

Please note: Your complaint to the Electricity Ombudsman must be filed within 30 days following the final decision from BESCOM’s CGRF.

• File a Complaint to the Electricity Ombudsman, Karnataka

Note: No fees are required for filing, and legal representation is not necessary.

If the decision of the Ombudsman does not resolve your concerns, you retain the right to seek a review from the Karnataka Electricity Regulatory Commission (KERC). Additionally, if required, the matter can be escalated to the Appellate Tribunal for Electricity (APTEL).

If further action is deemed necessary, you may also take legal action by approaching the High Court of Karnataka.

Frequently Asked Questions

1. How can I file a complaint to BESCOM for electricity issues?
   You can file a complaint by calling BESCOM’s complaint number at 1912, emailing at helpline@bescom.co.in or helplinebescom@gmail.com, filing a complaint through the online portal, or using the WhatsApp numbers +919449844640 and +919483191212 for emergencies.
2. What information is needed when submitting a complaint to BESCOM?
   When lodging a complaint, include your BESCOM Customer ID, the category of the complaint, the location of the issue (if applicable), a detailed description, and any relevant supporting documents like bill copies or photographs.
3. What should I do if my complaint to BESCOM is not resolved within the specified time?
   If your issue is not addressed within the specified period, escalate the matter to the Public Grievance Redressal Cell (PGRC) at your nearest divisional office. If still unresolved, you can take it to the Consumer Grievance Redressal Forum (CGRF) at the respective zonal office.
4. How can I escalate a complaint beyond BESCOM if unsatisfied with the resolution?
   If you are not satisfied with the resolution provided by the CGRF, you can appeal to the Electricity Ombudsman of Karnataka within 60 days after the Forum’s decision or after the period for issuing an order has expired.
5. Where can I find the contact details for the CGRF offices of BESCOM?
   Contact details for the CGRF offices across various zones, including phone numbers and addresses, are provided for each zone such as Bengaluru Urban, Bengaluru Rural, Ramanagara, Kolar, Chikkaballapura, Tumakuru, Davanagere, and Chitradurga.
6. What steps are involved in the grievance resolution process at CGRF, BESCOM?
   The process involves submitting grievances by post, email, or in person, prioritizing grievances based on urgency, potentially calling for a hearing, and the Forum issuing an order to BESCOM to rectify the issue or refund overcharged fees with interest, with orders typically resolved within 30 to 60 days depending on the type of grievance.

Reference

• Consumer Grievance Redressal Forum (CGRF) – Bangalore Electricity Supply Company Limited (karnataka.gov.in)