HPSEB Helplines: How to File a Complaint to Himachal Pradesh State Electricity Board?

Himachal Pradesh State Electricity Board Limited (HPSEB) is an electricity generation and distribution company owned by the government of Himachal Pradesh. HPSEB has been reorganized as a limited company under the Companies Act of 1956 since June 14, 2010.

HPSEB serves uninterrupted and quality power supply to all residents of 12 districts that are Bilaspur, Chamba, Hamirpur, Kangra, Kinnaur, Kullu, Lahaul and Spiti, Mandi, Shimla, Sirmaur, Solan, and Una.

Have complaints about HPSEB electricity services? For reporting an issue with HPSEB’s electricity services, you can contact customer support by calling the toll-free helpline number, emailing, or filing a complaint via the HPSEB online portal.

Please note: In cases of consumer rights violations by the HPSEB 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 HPSEB Electricity Board

To report issues such as power outages, errors in billing, fuse or transformer failures, or other electricity service-related concerns, you can utilize these communication channels provided by the Himachal Pradesh State Electricity Board (HPSEB).

• HPSEB Complaint Number: 1912, 18001808060
• Email: customercare@hpseb.in, cephpsebl@gmail.com, info@hpseb.in
• Complain online to HPSEB: file a complaint
• Contact Details: Contact HPSEB Officials of Circle/Divisions

When submitting your complaints, please make sure to provide the following information:

• HPSEB Connection Number
• Type of Complaint
• Location of the Incident (if applicable)
• A comprehensive description and any pertinent supporting documents, such as copies of bills for billing issues, photographs, or other relevant materials.

To make adjustments to outstanding bills, apply for a new connection, or avail of online services, please visit the online consumer portal of HP State Electricity Board.

For contact details of designated engineers or officials at your local circle, divisional, and sub-station offices, including subdivisions, please check the officials’ contact page on the HPSEB website.

If your previous complaints have not been resolved within the designated resolution timeframe, escalate the case to the Internal Grievance Redressal Cell (IGRC) at your nearest divisional office.

Note: Still not resolved? Further escalation of unresolved complaints can be made to the Consumer Grievance Redressal Forum (CGRF) of the electricity board at the Zonal offices as needed.

Level 2: Lodge a Grievance to CGRF Forum, HPSEB

If your complaints previously lodged to the divisional offices, local power stations, or the Internal Grievance Redressal Cell (IGRC) of HPSEB remain unresolved after 30 to 45 days, you should escalate the issue to the quasi-judicial body Consumer Grievance Redressal Forum (CGRF) by complaining to the zonal CGRF office.

To escalate a grievance to the Consumer Grievance Redressal Forum, the following details are required:

• Complainant’s Information: Full name, address, phone number, and consumer number or application number if a new connection is applied.
• Nature of Grievance: Specific details of the complaint, such as billing issues, connection problems, or quality of service.
• Relief Sought: The nature of the resolution you are expecting from the CGRF.
• Supporting Documents: Copies of any relevant documents that support the grievance.
• Details of Previous Complaint: Attach copies of responses or submitted complaints to HPSEB at level 1 with acknowledgement/reference number.
• Nomination Form: If you wish to nominate a representative, a nomination declaration must be included in the grievance letter.

Procedure

The process of lodging a grievance to CGRF in Himachal Pradesh:

• Submission of Grievances: You can submit grievances in person, via post, email, or fax, detailing the nature of the grievance as specified in Annexure II.  Your grievances can also be submitted at designated Complaint Receiving Centres.
  • Download (Grievance Form) – English
  • Download (Grievance Form) – Hindi
• Process of Resolution: Your grievances will be prioritized based on urgency, such as non-supply, connection issues, meter-related issues, billing, etc. The Forum forwards a copy of the grievance to the HPSEB for comments and may call for additional records from both parties.
• Hearing and Order: The Forum may call for a hearing if necessary. After examining the grievance, the Forum issues an order directing the licensee to take action, which may include removing the cause of the grievance or refunding undue charges with interest.
• Timelines for Resolution: For non-supply, connection, or disconnection issues, the order will be passed within 20 days of filing the grievance. For other grievances, the order will be passed by CGRF within 45 days.

Contact Details

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

Please note: If you are dissatisfied with the CGRF’s resolution, can make a representation to the Electricity Ombudsman within 30 days of the Forum’s order or the expiry of the period specified for the Forum to issue an order.

Level 3: Appeal to Electricity Ombudsman, Himachal Pradesh

If you have previously filed a complaint with the Consumer Grievance Redressal Forum of HPSEB regarding an electricity service issue and are dissatisfied with the resolution, or if the issue has not been resolved within 30 to 45 days, you can escalate your case to the Electricity Ombudsman (EO) in Himachal Pradesh.

The Electricity Ombudsman acts as an independent quasi-judicial authority responsible for resolving disputes between consumers and HPSEB.

You can approach the Ombudsman, If:

• The grievance is not redressed within the specified period
• The consumer is not satisfied with the Forum’s order
• HPSEB does not implement the Forum’s order. The Ombudsman’s decision must be complied with by the Electricity Board within 15 days of the order.

Please remember: You must lodge your complaint with the Electricity Ombudsman within 30 days following the final decision from the CGRF of the Board.

• File a Complaint to the Electricity Ombudsman, Himachal Pradesh.

Note: There are no fees required, and legal representation is not necessary.

If the Ombudsman’s decision does not meet your expectations, you have the right to appeal to the Himachal Pradesh Electricity Regulatory Commission (HPERC) for a review. Additionally, if needed, you can escalate the matter to the Appellate Tribunal for Electricity (APTEL).

Ultimately, if necessary, you can take legal action by approaching the High Court of Himachal Pradesh.

Frequently Asked Questions

1. How can I file a complaint with HPSEB for electricity service issues?
   You can file a complaint by calling the HPSEB toll-free numbers 1912 or 18001808060, sending an email to customercare@hpseb.in, cephpsebl@gmail.com, or info@hpseb.in, or by using the online complaint form available on the HPSEB website. Ensure to provide your connection number, the type of complaint, the location of the incident (if applicable), and any supporting documents.
2. What should I do if my complaint to HPSEB remains unresolved?
   If your complaint remains unresolved within the designated resolution timeframe, you should first escalate it to the Internal Grievance Redressal Cell (IGRC) at your nearest divisional office. If it remains unresolved or you are dissatisfied with the resolution, you can further escalate it to the Consumer Grievance Redressal Forum (CGRF) at the zonal offices.
3. How do I escalate a complaint to the Consumer Grievance Redressal Forum (CGRF) of HPSEB?
   To escalate a complaint to the CGRF, submit your grievance in person, via post, email, or fax. Include your full name, address, phone number, consumer number or application number, specific details of the complaint, the relief sought, and any supporting documents. A nomination declaration is needed if you are nominating a representative.
4. What can I do if I am not satisfied with the resolution provided by the CGRF of HPSEB?
   If the CGRF’s resolution is unsatisfactory or if HPSEB does not implement the order, you can appeal to the Electricity Ombudsman (EO) in Himachal Pradesh within 30 days of the CGRF’s final decision or the expiry of the period specified for issuing an order. There are no fees required, and legal representation is not necessary.
5. What are the next steps if the Electricity Ombudsman’s decision is not satisfactory?
   If the decision by the Electricity Ombudsman does not meet your expectations, you have the right to appeal to the Himachal Pradesh Electricity Regulatory Commission (HPERC) for a review. If a further escalation is needed, you may approach the Appellate Tribunal for Electricity (APTEL), and finally, you may take legal action through the High Court of Himachal Pradesh.

Reference

• Organisation Himachal Pradesh State Electricity Board (hpseb.in)
• HIMACHAL PRADESH ELECTRICITY REGULATORY COMMISSION SHIMLA (hperc.org)