Kerala State Electricity Board (KSEB) is a public limited company owned by the government of Kerala. It is responsible for electricity generation, transmission, and distribution within the state. The power distribution services are divided into South, Central, North, and North Malabar Zone.
Have complaints about KSEB’s electricity services? You can complain to customer support by dialling the toll-free electricity customer helpline number, sending an email, or lodging your complaint online to KSEB.
Please note: In cases of consumer rights violations by the Kerala 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 Customer Care, Kerala Electricity Board
For any issues including power outages, billing errors, problems with fuses and transformers, or any other electricity service inquiries, contact the Kerala State Electricity Board officials using the customer care numbers and communication channels provided below.
- KSEB Complaint Number:Â 1912, +914712555544
- WhatsApp Number: +919496001912
- Customer Care Number: +914712444554
- Electricity Accident Helpline Number: +919496010101
- Email: ccc@kseb.in, vigilance.kseb@gmail.com
- Complain online to KSEB:Â file a complaint
- Contact Details: Contact KSEB Officials of Zonal/Divisions
When submitting complaints to KSEB, please ensure to provide the following details:
- KSEB Consumer/Connection Number
- Type of Complaint
- Specific Location of the Problem (if relevant)
- A description along with any applicable supporting documents such as billing statements for billing issues, photographs, or other related materials.
For adjustments in billing (including rebates or corrections), applying for new connections, or using online services, visit the KSEB consumer portal (WSS).
For contact details of assigned engineers or officials in your local circle, division, and sub-station offices, including subdivisions, please check the contact page on the KSEB website.
If your earlier complaints have not been resolved within the specified timeframe, you can escalate the issue to the Internal Grievance Redressal Cell (IGRC) at your closest divisional office.
If the problem is still not resolved, you may consider further escalation by lodging a complaint with the Consumer Grievance Redressal Forum (CGRF) of KSEB at the Zonal/Circle Offices.
Level 2: Lodge a Grievance to Consumer Forum (CGRF), KSEB
If your complaints to local divisions, substations, or the Internal Grievance Redressal Cell (PGRC) of KSEB are unresolved within 30 days, escalate the grievance to the Consumer Grievance Redressal Forum (CGRF) of KSEB. You can lodge this grievance at your local CGRF office.
You should submit your grievance within 2 months from the date KSEB provided a final resolution or from the expiry of the resolution period.
To escalate a grievance to the Consumer Grievance Redressal Forum, the following details are required:
- Complainant’s Information: Name, full address, contact number, and email.
- Consumer Number: Unique identification number of the electricity consumer.
- KSEB Licensee Details: Name of the KSEB office to which the complaint has been submitted.
- Grievance Details: A brief description of the complaint or grievance.
- Previous Intimations: Details of any previously lodged grievances to KSEB and its responses including reference/acknowledgement ID.
- Relief Sought: The nature of relief sought from the CGRF.
- Supporting Documents: A list of documents enclosed with the grievance.
Your grievance must be submitted in writing or the given format, and a declaration confirming the truthfulness of the information and the uniqueness of the complaint must be included. If you want to nominate a representative, a nomination declaration is also required.
Procedure
The process for filing a grievance with the Consumer Grievance Redressal Forum of Kerala Electricity Board:
- Submit Your Grievance: You can submit the grievances directly in person, by mail, email, or fax at the zonal offices. You may use a designated complaint letter or a specific form for this purpose.
- Grievance Handling Procedure: Upon receipt, your grievance will be escalated and classified based on its urgency and nature, such as service interruptions, connection issues, metering problems, or billing discrepancies.
- Escalation: The grievance will be forwarded to KSEB regional offices for their input, and additional documentation may be requested from all involved parties.
- Hearing and Resolution: The CGRF will decide to hold a hearing if necessary. Following a comprehensive review, the Forum will direct KSEB to resolve the matter, which may include corrective measures or financial restitution with interest for any overcharges.
Timeline for Forum Resolution:
- For critical issues like service disruptions, connection problems, or disconnections, resolutions are generally achieved within 15 days from the date of filing (refer to the citizen charter).
- For non-urgent matters, the CGRF will issue a final order within 60 days.
Contact Details
Here are the official contact details for the Consumer Grievance Redressal Forum at the zonal/circle offices of KSEB, where you can direct your complaints to the Forum.
| CGRF Forum, KSEB | Phone Number, Email, and Address |
|---|---|
| CGRF, Kottarakkara | Phone No.: +914742451300 Email: cgrf.ktra@kseb.in Address: Consumer Grievance Redressal Forum, 2nd Floor, Vydyuthi Bhavanam, KSEB, Kottarakkara, Pin 691506. |
| CGRF, Ernakulam | Phone No.: +914842556500 Email: cgrf.ekm@gmail.com Address: Consumer Grievance Redressal Forum, 220kV Substation Compound, HMT Colony P.O., Kalamassery, Pin – 683 503. |
| CGRF, Kozhikode | Phone No.: +914952367820 Email: cgrfkzd@kseb.in Address: Consumer Grievance Redressal Forum, Vydyuthi Bhavanam, Ground Floor, KSEB, Gandhi Road, Kozhikode, PIN 673011. |
Please note: If you are dissatisfied with the resolution provided by the KSEB CGRF Forum, you may appeal to the Electricity Ombudsman of Kerala. This appeal must be filed within 30 days after the Forum’s decision has been issued, or once the resolution period for the Forum to address the complaint has passed.
Level 3: Appeal to Electricity Ombudsman, Kerala
If you are not satisfied with the final decision provided by the Consumer Grievance Redressal Forum of KSEB, or the complaint has not been resolved within 30 days, you may escalate your complaint to the Electricity Ombudsman (EO) of Kerala by submitting a formal representation.
Under the regulations of the Kerala State Electricity Regulatory Commission (KSERC), the Electricity Ombudsman acts as an independent quasi-judicial authority that resolves disputes between KSEB and its consumers.
Note: You must file your complaint with the Electricity Ombudsman within 30 days of receiving the final decision from KSEB’s CGRF.
Tips: Filing a representation is free, and legal representation is not required. You may get help from the Consumer Advocacy Cell.
If you are still dissatisfied with the final decision of the Ombudsman, you may file a petition to the Kerala State Electricity Regulatory Commission (KSERC), primarily for commercial disputes. If needed, you can escalate the issue to the Appellate Tribunal for Electricity (APTEL).
For consumer disputes, you can approach the High Court of Kerala to challenge the Ombudsman’s order.
Frequently Asked Questions
- How can I file a complaint to KSEB for issues like power outages or billing errors?
You can file a complaint to KSEB by calling their customer care number at 1912, +914712555544, or via WhatsApp at +919496001912. Alternatively, you can email them at ccc@kseb.in or file a complaint online through the KSEB consumer portal. - What details are needed when submitting a complaint to KSEB?
When submitting a complaint, you should provide your KSEB Consumer/Connection Number, the type of complaint, the specific location of the problem if applicable, and a description along with any supporting documents like billing statements or photographs. - What should I do if my complaint to KSEB is not resolved within the specified timeframe?
If your complaint remains unresolved within the designated timeframe, you can escalate the issue to the Internal Grievance Redressal Cell (IGRC) at your closest divisional office. If it remains unresolved, you can further escalate it to the Consumer Grievance Redressal Forum (CGRF) of KSEB. - Where can I submit a grievance if I’m not satisfied with KSEB’s initial resolution?
If unresolved by local divisions or the IGRC within 30 days, you can lodge a grievance at the CGRF of KSEB at your local CGRF office. Your grievance should be submitted within 2 months from the final resolution date or after the resolution period has expired. - What is the process if I’m still dissatisfied after the CGRF resolution?
If the CGRF resolution does not satisfy your complaint, you can appeal to the Electricity Ombudsman of Kerala. This appeal must be filed within 30 days of receiving the CGRF’s final decision or after the allocated resolution period has elapsed. - Can I challenge the decision of the Electricity Ombudsman?
Yes, if you are still not satisfied with the decision of the Electricity Ombudsman, then file a petition to the Kerala State Electricity Regulatory Commission for commercial disputes, or escalate to APTEL. For consumer disputes, you may approach the High Court of Kerala.
