DESCO Hotline: Register an Electricity Complaint to Dhaka Electric Supply Company Limited

DESCO, formally known as the Dhaka Electric Supply Company Ltd., was established on November 3, 1996, as a government-owned entity under the Companies Act of 1994. Its services include power distribution management, financial efficiency, and quality standards within Bangladesh’s evolving power sector. Commencing commercial operations on September 24, 1998, DESCO acquired the power distribution system in the Mirpur region from DESA with an authorized capital of Tk 500 crores.

With an expansive coverage area of 400 square kilometres encompassing key regions in Bangladesh’s power distribution landscape.

The regions of DESCO electricity distribution in Dhaka are:

• Badda
• Banani
• Baridhara
• Cantonment
• Dakshinkhan
• Gulshan
• Kafrul
• Kalyanpur
• Mirpur
• Mohakhali
• Pallabi
• Purbachal
• Tongi
• Uttara
• Uttarkhan

Have complaints about electricity services with DESCO? First, you should lodge an electricity complaint to the Customer Service Department of DESCO. Register a complaint by calling the toll-free DESCO hotline or Power helpline number. Additionally, file an online complaint to DESCO using the DESCO mobile app.

List of issues related to power supply:

• Power Supply Disruption
• Power Outages
• Transformer Failure
• Electricity Bill Correction
• Name/Mobile/Email Correction
• Change of Ownership
• Change of Address
• Meter Inspection
• Meter Change/ Shift
• Tariff Changes
• Load Changes
• New electricity connection

Still not resolved or dissatisfied with the final redressal of DESCO? Escalate the submitted complaint to the Grievance Redressal level (Officer-in-Charge). Further, you may lodge a grievance to Appellate Officer, DESCO.

How to File an Electricity Complaint to DESCO?

According to the Citizen’s Charter of Dhaka Electric Supply Company Limited (DESCO), the grievance redressal mechanism is divided into 3 levels to address customer concerns effectively and efficiently.

Grievance Redressal Time Limit:

3 Levels of lodging an electricity complaint:

• Level 1: Customer Service, DESCO
  • DESCO Power Hotline
  • Toll-free helpline number
  • Email & App
  • Online complaint registration
• Level 2: Officer-In-Charge (Grievance Redressal), DESCO
• Level 3: Appellate Officer, DESCO

Still not resolved or dissatisfied with the final resolution? You may escalate the disputed matter to the Central Services of the Electricity Department of Power Division through the Grievance Redressal System (GRS) of Govt. of Bangladesh.

Further, you can appeal before the Bangladesh Energy Regulatory Commission (BERC) to resolve your dispute with DESCO.

Level 1: Customer Care, DESCO

At the first level, customers can reach out to DESCO’s Customer Service department. This is the initial point of contact for registering electricity complaints or seeking assistance. You can call the Power Hotline or local customer service centres of the concerned division.

While raising your concern, provide the following details:

• Name
• DESCO Customer ID (if required)
• Nature of power issue
• Description of the issue with the location of the incident (if asked)

Customer Service Number

Official customer service numbers and power hotline of DESCO to lodge an electricity complaint:

Note: If the issue is not resolved to your satisfaction at this stage, you can escalate it to the next level.

File a Complaint Online

Residents of Dhaka can also lodge an electricity complaint online to DESCO using the grievance redressal form and other platforms like mobile apps, social channels, etc.

The customer service includes:

• E-Bill: DESCO electricity bills, correction, tariff charges, wrong bill, refund, and payment transactions
• Meter: Inspection, shift, change, or test of meter
• Account: Address change, ownership transfer, personal information correction, and new power connection
• Power supply: Power outages, load changes, shutdown issues, or disconnection/ reconnection

Official details to file an electricity complaint to the DESCO Customer Service Department:

Note: Not resolved to your satisfaction? You can escalate the submitted complaint to the Officer-In-Charge (Grievance Redressal), DESCO.

Divisional Customer Care Number

Contact to respective divisional office by calling the customer care number of DESCO distribution division centers.

1. Tongi (East):

2. Tongi (Central):

3. Tongi (West):

4. Uttara (East):

5. Uttara (West):

6. Turag:

7. Uttarkhan:

8. Dakshinkhan:

9. Shah Kabir:

10. Baridhara:

11. Bashundhara:

12. Khilkhet:

13. Badda:

14. Gulshan:

15. Jorsahara:

16. Pallavi:

17. Kafrul:

18. Ibrahimpur:

19. Agargaon:

20. Manipur:

21. Kalyanpur:

22. Shahali:

23. Rupnagar:

24. Eastern Housing:

Need more information? Visit the customer service page to know the contact details of the concerned divisional office of DESCO in Dhaka.

Level 2: Officer-In-Charge, Grievance Redressal DESCO

If the issue remains unresolved at level 1 by the Customer Service Department DESCO or requires further attention, you can escalate the complaint to the Grievance Redressal level. Here, an Officer-in-Charge, designated by DESCO, will review the case in detail and take appropriate actions to address the grievance. The Officials will investigate the matter thoroughly and ensure a timely resolution.

Tips – While escalating your grievance, must mention the reference number or acknowledgment details of the previous complaint.

Contact details to escalate the electricity complaint to DESCO:

Note: You can also lodge a public grievance to DESCO through a citizen complaint filing form at Grievance Redressal System (GRS), Govt. of Bangladesh.

Still not satisfied with the final order of the GRS Officer? You may escalate the disputed matter to the Appellate Officer, DESCO.

Level 3: Appellate Officer, DESCO

In rare cases where customers remain dissatisfied with the resolution provided by the GRS Officer at Level 2, they have the option to escalate their complaint to the Appellate Officer, DESCO. This senior-level authority will conduct an independent review and provide a final decision on the matter, ensuring fairness and impartiality in the resolution process.

Official details to escalate an unresolved complaint to the Appellate Officer:

Note: Still not satisfied with the final order of Appellate Officer? You can approach these authorities:

• Power Division, BERC
• Bangladesh Energy Regulatory Commission (BERC)

Reference:

• Dhaka Electric Supply Company Limited (DESCO) – (desco.gov.bd)
• Citizen Charter – DESCO (desco.gov.bd)
• GRS & Appellate Officers – DESCO (desco.gov.bd)