Electricity Department, Goa: How to File a Complaint to Goa Electricity Board?

The Electricity Department of Goa is responsible for the transmission and distribution of electrical energy across the state. It serves almost all districts of Goa including these divisions:

1. Panaji Division: Corlim, Panaji, Bambolim, and Taleigao Sub-Divisions
2. Stores & Workshop – Aquem-Margao Division
3. EHV (Extra High Voltage) – Ponda Division
4. Margao Division: Margao, Fatorda, Navelim, and Curtorim Sub-Divisions
5. Bicholim Division: Bicholim, Sankhali, and Valpoi Sub-Divisions
6. Mapusa Division: Taluka-Bardez, Porvorim, Mapusa Taluka-Bardez, and Calangute Taluka-Bardez Sub-Divisions

Have complaints related to electricity services of Goa Electricity Board? You can call the toll-free helpline number, send an email, or file an online complaint via the web form.

Many customers have reported complaints about:

• Power Failures: Power outages, broken service lines, transformer failures, and voltage fluctuations.
• New Connection: Complaints related to the non-sanction of new connections, changes in load requirements, or meter-related issues.
• Pole and Wiring: Issues concerning the installation of poles, wiring, or document submission for electrical services.
• Billing and Payment Discrepancies: Complaints regarding inaccuracies or disputes in the electricity bills.
• Service Requests: Requests for maintenance, repair, or inspection of electrical infrastructure.
• Safety Concerns: Any concerns related to electrical safety, such as exposed wires or hazardous conditions.

Here, we have provided the guidelines for resolving your complaints with the Goa Electricity Department and the Consumer Grievance Redressal Forum, as per the regulations of the Goa Electricity Regulatory Commission (GERC).

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

Level 1: File a Complaint to Goa Electricity Board

For issues such as power supply outages, billing disputes, fuse call center concerns, or any other service-related problems, you can use the communication methods provided by the Goa Electricity Department to register your complaint:

• Goa Electricity Board Complaint Number:1912, +918322490800
• Customer Care Number: +918322458304
• Streetlight Helpline Number: 18002333949, 18001803580
• Email: customersupport@goaelectricity.gov.in
• Complain online to Goa Electricity Department: file a complaint
• Fuse Call Center: Contact Details of Control Room

When lodging your electricity-related complaints, please include the following details:

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

To request corrections in outstanding bills or access online services, use the online consumer portal provided by the Goa Electricity Department.

For contact details of your divisional and sub-divisional officers, including subdivisions, refer to the officials’ contact page on the Goa Electricity Department website.

If your complaints remain unresolved within the designated resolution period, escalate the matter to the Internal Grievance Redressal Cell (IGRC) at the nearest sub-divisional office.

Note: Further, you may escalate complaints to the Consumer Grievance Redressal Forum (CGRF) at the Divisional Offices.

Level 2: Lodge a Grievance to CGRF Forum, Goa Electricity Department

If you are not satisfied with the response or resolution of the complaints by the Goa Electricity Department (GED), escalate the electricity grievance to the Consumer Grievance Redressal Forum (CGRF) of the Goa Electricity Board.

The CGRF is a quasi-judicial body established under the Electricity Act, 2003, and the JERC (Consumer Grievance Redressal Forum and Electricity Ombudsman) Regulations, 2009.

Remember that you have to escalate your complaint to the forum either within 30 days following the final response from the earlier stages or after the resolution period has expired, whichever occurs earlier when dealing with the Electricity Department.

To lodge a grievance with the CGRF Forum of the Electricity Department, the following details are required:

• Name and address of the complainant: Provide your full name, contact number, postal address, fax number, and email address, if available. The complaint should be signed or thumb-impressed by the complainant with the date of filing.
• Name and address of the Electricity Officer: Mention the name and address of the Electricity Officer relevant to the grievance.
• Full description of the grievance: Provide a detailed description of the nature and extent of the grievance, including copies of relevant supporting documents, if any.
• Mode of filing the complaint: You can submit the complaint to the Forum in person, by post, courier service, or any other means of document transmission (including fax messages).

The process and timeline for escalating a grievance:

1. Grievance Submission: You can file a grievance with the CGRF that covers the area where your connection is located or is being applied for.
2. Documentation: Attach all relevant supporting documents to your completed grievance form or written grievance letter.
3. How to Submit: You can submit your grievance in person, by mail, email, or fax.
4. Acknowledgement of Receipt: You will receive an acknowledgement once your grievance is received. If you submit in person, this will be provided immediately. If submitted by other means, it will be sent by the next working day.

Please note: The Forum also accepts complaints via email, provided that the complainant submits hard copies of the same separately to the Forum within 7 working days.

The CGRF will resolve the grievance within 60 days from the date of receipt. They will communicate their order to the consumer and the Goa Electricity Department in writing.

Contact Details

Below are the official contact details for the Consumer Grievance Redressal Forum at the divisional offices, where you can submit your grievances to escalate the matter with the CGRF Forum of the board.

Please note: If you are not satisfied with the resolution or if the CGRF does not issue a decision within the specified time frame, escalate the grievance to the Electricity Ombudsman for Goa and UTs (Union Territories) within 60 days from the date of the CGRF’s decision or the expiry of the CGRF’s decision-making period.

Level 3: Appeal to Electricity Ombudsman for Goa and UTs

If you are dissatisfied with the order of the CGRF or if the CGRF fails to dispose of the grievance within 60 days, you can file an appeal to the Electricity Ombudsman of the Joint Electricity Regulatory Commission (JERC) for the state of Goa and Union Territories.

• File a Complaint to the Electricity Ombudsman, Goa & UTs

To file an appeal to the Electricity Ombudsman, you must submit the appeal in the prescribed format along with the necessary documents and fees.

Remember that this service is free and legal representation is not necessary.

If dissatisfied with the order of the Electricity Ombudsman, you may further appeal before the respective regulatory authority (JERC), APTEL, or take legal action by approaching the appropriate judicial authority such as the High Court of Goa.

Frequently Asked Questions

1. How do I file a complaint with the Goa Electricity Board?
   You can file a complaint with the Goa Electricity Board by calling their complaint number at 1912 or +918322490800, emailing customersupport@goaelectricity.gov.in, or using the online form available on their website. Additionally, specific issues like streetlight problems can be reported via streetlight helpline numbers 18002333949 and 18001803580.
2. What details should I include when filing a complaint with the Goa Electricity Department?
   When filing a complaint, you should include your Goa Electricity Department connection number, the nature of the complaint, the location of the incident if applicable, and a detailed description with any supporting evidence like copies of bills or photos for billing disputes or infrastructure issues.
3. What should I do if my complaint to the Goa Electricity Board remains unresolved?
   If your complaint remains unresolved within the designated period, escalate the matter to the Internal Grievance Redressal Cell (IGRC) at the nearest sub-divisional office. Further unresolved complaints can be escalated to the Consumer Grievance Redressal Forum (CGRF) at the Divisional Offices.
4. How do I escalate a complaint to the Consumer Grievance Redressal Forum (CGRF) of the Goa Electricity Board?
   To escalate a complaint to the CGRF, you must provide your name, address, the details of the relevant electricity officer, and a full description of the grievance including supporting documents. You can submit the complaint in person, by post, courier, or any other document transmission means like fax.
5. What is the timeline for the CGRF to resolve a complaint?
   The Consumer Grievance Redressal Forum (CGRF) will try to resolve complaints within 60 days from the date of receipt. They will communicate their order or final decision to the consumer and the Goa Electricity Department in writing.
6. What are the next steps if the CGRF does not resolve my complaint within the specified timeframe?
   If the CGRF fails to dispose of the grievance within 60 days, you can file an appeal to the Electricity Ombudsman for Goa and Union Territories. This appeal should be submitted within 60 days from the date of the CGRF’s decision or the expiry of the decision-making period.

Reference

• Goa Electricity Department Complaint Mechanism.pdf (goaelectricity.gov.in)