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DHBVN Helplines: How to Register an Electricity Complaint of Dakshin Haryana Bijli Vitran Nigam?

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Dakshin Haryana Bijli Vitran Nigam Limited (DHBVN) is a state-owned power distribution utility company that operates in the southern part of Haryana. With its headquarters in Hisar City, DHBVN is responsible for the distribution and retail supply of electricity across 12 districts that are Faridabad, Palwal, Nuh, Gurugram, Mohindergarh, Rewari, Bhiwani, Charkhi Dadri, Hisar, Fatehabad, Sirsa, and Jind.

Have complaints related to the electricity of DHBVN Electricity Board? Call the toll-free customer helpline number, send an email, or file an online complaint to DHBVN.

Please note: For the violation of consumer rights by the DHBVN Electricity Board, you can also file a consumer complaint to the National Consumer Helpline (NCH), national consumer protection authority of the Department of Consumer Affairs or Consumer Commission (NCDRC).

Flow Chart for grievance redressal mechanism of DHBVN Electricity Board
Flow Chart for grievance redressal mechanism of DHBVN Electricity Board

Level 1: File a Complaint to DHBVN Electricity Board

To report issues like power supply interruptions, billing discrepancies, fuse or transformer failure concerns, or any other service-related problems, you can use these communication methods provided by the Dakshin Haryana Bijli Vitran Nigam.

When filing your complaints, please ensure to include the following details:

  • DHBVN Connection Number
  • Nature of the Complaint
  • Location of the Incident (if applicable)
  • A detailed description and any necessary supporting evidence, such as copies of bills for billing disputes, photos, or other relevant documents.

To request corrections in outstanding bills, get a new connection, or use online services, please access the online consumer portal (e-Connection) of Dakshin Haryana Bijli Vitran Nigam.

For contact details of appointed engineers or officials at your local circle, divisional, and sub-station officers, including subdivisions, please refer to the officials’ contact page on the DHBVN website.

If your prior complaints remain unresolved within the specified resolution period, escalate the grievance to the Internal Grievance Redressal Cell (IGRC) at your nearest divisional office.

Note: Still not resolved? You may escalate unresolved complaints to the Consumer Grievance Redressal Forum (CGRF) of the electricity board at the Zonal offices if necessary.

Level 2: Lodge a Grievance to CGRF Forum, DHBVN

If your grievances previously raised with divisional offices, local power station, or the Internal Grievance Redressal Cell (IGRC) of DHBVN are not resolved within 3 months, escalate the matter to the quasi-judicial body by filing a complaint with the Consumer Grievance Redressal Forum (CGRF) at the zonal CGRF office.

Before escalating your complaint to the CGRF, follow these guidelines:

  • Direct Escalation: You may directly approach the CGRF within 1 year from the date the issue first occurred.
  • After DSC Order: If the grievance relates to a Dispute Settlement Committee (DSC) order, you must file the complaint within 2 months from the date you received the DSC order.
  • Monetary Disputes: For financial disputes, the consumer is required to deposit 20% of the disputed amount (excluding the current bill amount) with DHBVN and submit a receipt of this deposit along with the complaint. If this deposit poses a financial hardship, the Chairperson of the Forum may reduce the required amount.
  • Non-Monetary Complaints: For complaints not involving financial issues, the Forum will still accept the grievance for hearing if reasons for not meeting the standard requirements are documented in writing.

You have to escalate your complaint to the forum either within 30 days following the last response from the earlier stages or after the expiry of the resolution period.

To lodge a grievance with the CGRF Forum, the following details are needed:

  • Complainant’s Information: Full name, postal address, telephone number, fax number, and email address (if any).
  • DHBVN Office: Name of the DHBVN office involved in the grievance.
  • Grievance Description: Detailed description of the grievance, including all relevant supporting documents.
  • Relief Sought: The specific relief or resolution sought from the CGRF.
  • Legal Declaration: A statement confirming that the matter is not pending before any other court, authority, or forum. Include a copy of the licensee’s response, if available.

Procedure

The process for lodging a grievance with the CGRF Forum of DHBVN, as outlined by the Haryana Electricity Regulatory Commission (HERC), involves the following steps:

  • Filing the Grievance: You must submit the grievance in writing to the Forum, clearly stating your name, address, specifics of the issue, and the resolution you expect.
  • Submission: The grievance letter or completed form can be sent by post, fax, or delivered in person at the nearest zonal office.
  • Acknowledgement: Upon successful submission, you will receive an acknowledgement receipt that includes a serial number and the date of filing.
  • Review by DHBVN: The grievance is then forwarded to the relevant DHBVN office for action or to submit an objection if there is a disagreement with the complaint.

Decision by the Forum: After reviewing the case, the Forum will give a decision within 45 days of the grievance filing. Issues pertaining to service discontinuation, connections, or lack of supply are typically resolved within 15 days.

Contact Details

Below are the official contact details for the Consumer Grievance Redressal Forum at the zonal offices of DHBVN, where you can submit your grievances for escalation with the CGRF Forum.

Designation Chairman, CGRF Forum – DHBVN
Phone Number +911242971798, +911662223081
Email cgrf@dhbvn.org.in
Address Forum For Redressal of Consumer Grievances, Dakshin Haryana Bijli Vitran Nigam, HETRI House, IDC Area, Sector-16, Mehreuli Road, Gurugram-122007.

Please be aware: If the resolution provided is unsatisfactory or if your grievance remains unresolved for 45 days, you are advised to escalate the issue to the Electricity Ombudsman of Haryana within 30 days following the final decision from the CGRF.

Level 3: Appeal to Electricity Ombudsman, Haryana

If you have previously lodged a grievance with the Consumer Grievance Redressal Forum of DHBVN concerning an electricity service issue and are not satisfied with the resolution, or if the issue remains unresolved after 45 days, you have the option to escalate your case to the Electricity Ombudsman (EO) in Haryana.

The Electricity Ombudsman serves as an independent quasi-judicial body tasked with resolving disputes between consumers and DHBVN.

Please note: You must submit your complaint to the Electricity Ombudsman within 30 days after receiving the final decision from the CGRF of the Board.

Remember: No fees are applicable, and legal representation is not necessary.

If the decision from the Ombudsman does not meet your expectations, you may appeal to the Haryana Electricity Regulatory Commission (HERC) for a review. Additionally, if necessary, you may escalate the case to the Appellate Tribunal for Electricity (APTEL).

Finally, you can take legal action through the appropriate judicial authority, such as the High Court of Haryana.

Frequently Asked Questions

  1. How do I file a complaint with DHBVN?
    You can report issues such as power supply interruptions, billing discrepancies, or transformer failures to DHBVN by calling their complaint helpline numbers: 1912 or 18001804334, using the WhatsApp number: +918813999708, sending an email to 1912@dhbvn.org.in or theftinformer@dhbvn.org.in, or by filing a complaint online through their official website.
  2. What details are required when filing a complaint with DHBVN?
    When filing your complaint, include your DHBVN Connection Number, the nature of the complaint, the location of the incident (if applicable), and a detailed description along with any necessary supporting evidence like copies of bills for billing disputes or photos.
  3. What should I do if my complaint to DHBVN remains unresolved?
    If your complaint remains unresolved within the specified resolution period, you can escalate it to the Internal Grievance Redressal Cell (IGRC) at your nearest divisional office. If unresolved further, escalate to the Consumer Grievance Redressal Forum (CGRF) at the zonal offices.
  4. How do I escalate a complaint to the CGRF of DHBVN?
    If unresolved by local or divisional offices after 3 months, you can escalate by filing a written grievance to the CGRF. This can be done directly within 1 year from the issue date, or within 2 months following a DSC order. Monetary disputes require depositing 20% of the disputed amount with DHBVN.
  5. What are the steps if I am dissatisfied with the CGRF’s decision?
    If the resolution from the CGRF is unsatisfactory or if your grievance remains unresolved for 45 days, escalate the issue to the Electricity Ombudsman of Haryana within 30 days of the CGRF’s decision. No fees are required, and legal representation is not necessary.

Reference

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DHBVN Helplines: How to Register an Electricity Complaint of Dakshin Haryana Bijli Vitran Nigam?