BEST, Mumbai: File an Electricity Complaint of Brihanmumbai Electricity Supply & Transport

The Brihanmumbai Electricity Supply & Transport Undertaking (BEST) is a civic transport and electricity provider public body based in Mumbai.

BEST is responsible for providing electric supply to over 1,100,000 Mumbai residences. Its wide network of electric supply is available in Colaba, Masjid, Pathakwadi, Tardeo, Suparbaug, Dadar, Worli, Mahim, and Dharavi.

Have complaints about BEST electrical services in Mumbai? You can complain by dialling the toll-free customer helpline number or by using the official online portal to submit your complaint.

Please note: In cases of consumer rights violations by the BEST Electricity Company, 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 Customer Care, BEST Electricity Board

For any complaints such as power outages, billing disputes, fuse or transformer failures, or other electricity service-related inquiries, you can complain to BEST officials through the customer care helpline numbers and other contact methods provided below.

• BEST Complaint Number: 1800227550
• WhatsApp Number: +917552551222
• Customer Care Number: +912222799396 (Report Corruption)
• Email: deslm@bestundertaking.com, electric@bestundertaking.com
• Complain online to BEST Electricity Board: file a complaint
• Contact Details: Contact BEST Customer Care Center of Ward/Divisions

When submitting a complaint, must provide the following details:

• BEST Connection number (where applicable)
• Nature of the complaint
• A comprehensive description of the issue, and attach photos or documents, including copies of the bills if the complaint relates to billing disputes
• Any additional supporting documents or evidence that might assist in resolving the issue

To resolve any outstanding payment errors or to access online services, please visit the BEST consumer portal.

BEST Customer Care Number

For no power supply complaints, call on these helpline numbers of your regional customer care center in Mumbai:

Streetlight Helpline Number

Call on these helpline numbers of BEST to report any issue related to streetlights:

• North Mumbai: +912224101517, +912224194534
• South Mumbai: +912223771839
• WhatsApp Number: +917208836089

To contact the designated engineers or officials in your area, including at the circle, division, and sub-station levels, please refer to the contact page on the BEST website.

If your prior complaints have not been resolved within the expected timeframe, escalate the complaint with the reference ID to the Internal Grievance Redressal Cell (IGRC) through the Internal Complaint Redressal System (IGRS) at your nearest sub-divisional and divisional office.

Have your complaints not been resolved within a specified resolution period? You may further escalate it by filing a complaint with BEST’s Consumer Grievance Redressal Forum (CGRF) at the Head Office.

Level 2: Lodge a Grievance to Consumer Forum (CGRF), BEST Undertaking

If your previously filed complaints with the BEST Electricity Board have not been resolved within the resolution period to your expectation, you can escalate your complaint by lodging a grievance to the Consumer Grievance Redressal Forum (CGRF) of BEST.

This Forum of BEST is established under Regulation 23 of the Maharashtra Electricity Regulatory Commission (Electricity Supply Code and Standards of Performance of Distribution Licensees, including Power Quality) Regulations, 2021.

Required details:

• Consumer Information: Full name, address, and contact details of the consumer.
• Connection Details: Nature of the connection and consumer number.
• Grievance Details: A detailed description of the grievance, including facts and dates.
• Previous Redressal: Information on the original intimation with acknowledgement receipt/ticket ID of the previous complaints to BEST and the remedy provided, if any.
• Relief Sought: The nature of relief sought from the CGRF.
• Supporting Documents: A list of documents enclosed to support the grievance.

You must fill out the “Annexure A” form (provided below), providing all the necessary details and declarations as specified in the document.

Note: Must escalate your grievance within 2 months of the final response from BEST Officials or the expiry of the resolution period.

For further assistance, you can also register complaints on the miBEST app.

Procedure

To file a grievance with the CGRF of BEST, please follow these steps:

• Application: Write a grievance letter on plain paper including your connection number, or use the Annexure A form provided below.
  • Download (English)
• Attach Documents: Attach copies of all pertinent documents as mentioned above such as previous complaint acknowledgement receipts, any correspondences with BEST regarding your issue, and any other documents relevant to your case.
• Details: Describe the issue in your complaint and ensure all personal information is correctly formatted as per the requirements of the CGRF.

You may send your grievance letter by mail to the Head Office or visit in person to the BEST CGRF office (address provided below). Don’t forget to obtain an acknowledgement receipt to serve as proof of your submission.

Contact Details

Here are the official contact details for the Consumer Grievance Redressal Forum of BEST, where you can submit your complaints to the Forum.

Please note: If not satisfied with the CGRF’s resolution, you can approach the Electricity Ombudsman within 30 days from the date of the final order.

Level 3: Appeal to Electricity Ombudsman, Maharashtra

According to the MERC (Electricity Supply Code and Standards of Performance of Distribution Licensees, including Power Quality) Regulations, 2021, you may file an appeal to the Electricity Ombudsman, if:

• Your complaint to the CGRF of BEST is not resolved within 3 months
• You are dissatisfied with the final resolution.
• The resolution provided is incomplete.

In these conditions, you can file a complaint against the Brihanmumbai Electric Supply and Transport with the Electricity Ombudsman of Maharashtra.

Your complaint must be filed with the Electricity Ombudsman within 30 days of receiving the final decision from the CGRF.

• File a complaint to the Electricity Ombudsman, Maharashtra

Tips: No fee to file a complaint, and legal representation is not required. Assistance can be sought from the Consumer Advocacy Cell.

If you are still not satisfied with the final order of the Electricity Ombudsman, you can approach the High Court of Maharashtra or the Appellate Tribunal for Electricity (for commercial/license disputes).

Frequently Asked Questions

1. How can I file a complaint about a power outage or billing issue with BEST?
   You can file a complaint by calling the toll-free customer care number at 1800227550, using the WhatsApp number +917552551222, or through the official online portal. Be sure to provide your connection number and a detailed description of the issue.
2. What should I do if my complaint to BEST remains unresolved?
   If your complaint has not been resolved within the expected timeframe, you can escalate it by using the reference ID to lodge a grievance with the Internal Grievance Redressal Cell (IGRC) at your nearest sub-divisional and divisional office.
3. Where can I escalate my complaint if I am unsatisfied with the response from BEST’s customer care?
   You can escalate your complaint to the Consumer Grievance Redressal Forum (CGRF) of BEST. Ensure to file within 2 months of the final response from BEST or after the resolution period has expired.
4. What details are required when submitting a grievance to the CGRF of BEST?
   You will need to provide consumer information (name, address, contact), connection details, a detailed description of the grievance, information on previous redressal attempts, the nature of the relief sought, and supporting documents.
5. How can I contact the CGRF of BEST?
   The CGRF can be reached by phone at +912222799528, via email at decgrf@bestundertaking.com, or online at www.cgrfbest.org.in. The office is located at the Consumer Grievance Redressal Forum, Regulatory Cell, Ground Floor, Multistoried Building, Electric House, BEST Marg, Colaba, Mumbai – 400001.
6. What steps should I follow if I am not satisfied with the resolution provided by the CGRF?
   You can file an appeal with the Electricity Ombudsman of Maharashtra within 30 days of receiving the final decision from the CGRF. No fee is required, and legal representation is not necessary.

Reference

• BEST Undertaking (bestundertaking.com)