MESCOM Helplines: How to Register an Electricity Complaint to Mangalore Electricity Supply Company?

Mangalore Electricity Supply Company (MESCOM) is a government-owned corporation responsible for the distribution and supply of electricity in the Dakshina Kannada, Udupi district, Chickmagalur and Shimoga districts of Karnataka.

Have complaints about MESCOM’s electricity services? You can contact customer support by calling the toll-free electricity customer helpline number, sending an email, or filing your complaint online to MESCOM.

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

To report issues such as power outages, billing discrepancies, fuse or transformer malfunctions, or any other concerns related to electricity services, you can use these customer care numbers and communication methods provided by Mangalore Electricity Board (EB).

• MESCOM Complaint Number: 1912, 18004251917
• Customer Care Number: 18004251917 (No Power Supply)
• WhatsApp Number: +919483041912
• Email: mescom.pgc@rediffmail.com, pgcmescom@gmail.com
• Complain online to MESCOM: file a complaint
• Contact Details: Contact MESCOM Officials of Zonal/Divisions

When lodging your complaints, be sure to include the following information:

• MESCOM Consumer/Connection Number
• Nature of the Complaint
• Location of the Issue (if applicable)
• A detailed description, accompanied by any relevant supporting documents such as copies of bills for billing disputes, photographs, or other pertinent materials.

For bill adjustments (rebates or corrections), requests for new connections, or to access online services, please visit the MESCOM consumer portal.

For contact details of designated engineers or officials at your local circle, division, and sub-station offices, including subdivisions, please refer to the officials’ contact page on the MESCOM website.

If your previous complaints have not been addressed within the designated timeframe, escalate the matter to the Public Grievance Redressal Cell (PGRC) at your nearest divisional office.

Note: If the issue remains unresolved, further escalate by filing a complaint with the Consumer Grievance Redressal Forum (CGRF) of MESCOM at the Zonal/Circle Offices.

Level 2: Lodge a Grievance to Consumer Forum (CGRF), MESCOM

If your previously lodged complaints to local divisions, substations, or the Public Grievance Redressal Cell (PGRC) of MESCOM have not been resolved within 30 days, escalate your complaint to the Consumer Grievance Redressal Forum (CGRF) for MESCOM. Begin this process by submitting a grievance at the regional CGRF office.

Ensure your complaint is lodged within three months from the date of the final resolution provided by MESCOM, or after the deadline for a resolution has passed.

Details to include when submitting a grievance to CGRF Forum:

• Grievance Form: Submit your complaint using the grievance form available for download, or write it on plain paper.
• Reference Number: Include the reference or docket number from your initial complaint to MESCOM to aid in tracking your case and reviewing previous interactions.
• Personal Information: Provide your full name, connection number, and contact details, including your telephone number, email address, and postal address.
• Nature of Complaint: Clearly describe the problems you are encountering with MESCOM services, specifying the resolution or compensation you are expecting.
• Supporting Documents: Attach all relevant documents, including any prior communications from MESCOM. For billing disputes, ensure to include copies of relevant past electricity bills, which are necessary for substantiating your claim.
• Declaration Form: Fill out and sign a declaration form confirming the truthfulness and accuracy of your complaint.

Procedure

The process for filing a grievance with the CGRF Forum for MESCOM:

1. Submitting Grievances: You can submit your grievance in person, by mail, email, or fax. Whether using a specific complaint letter or a form for this purpose, you can also visit the Complaint Receiving Centers at the Circle Office to submit it.
   • Download Grievance Form
2. Grievance Handling Procedure: Once your grievance is received, it will be assessed and categorized based on its urgency and the nature of the problem, which could range from service disruptions and connection faults to metering issues or billing disputes.
3. Escalation: The Forum will then share your grievance with MESCOM regional offices for their input and may request further documentation from all parties involved.
4. Hearing and Resolution: If deemed necessary, the Forum may conduct a hearing. After thoroughly reviewing the grievance, the Forum will issue instructions to MESCOM to address the issue, which might include taking corrective actions or providing financial compensation with interest for any excessive charges.

Timeline for Forum Resolution:

• For critical issues such as service interruptions, connection faults, or disconnections, resolutions are typically achieved within 15 to 30 days from the filing date (read citizen charter).
• For less urgent matters, the CGRF Forum will issue the 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 MESCOM, where you can submit your complaints to the Forum.

Remember: If you are dissatisfied with the decision of the HESCOM CGRF Forum, you can file an appeal with the Electricity Ombudsman. This appeal must be lodged within 30 days following the issuance of the Forum’s order, or after the timeframe allocated for the Forum to resolve the issue has elapsed.

Level 3: Appeal to Electricity Ombudsman, Karnataka

If the resolution provided by the Consumer Grievance Redressal Forum of MESCOM does not meet your expectations, or if your complaint remains unresolved after 30 days, you can escalate your grievance to the Electricity Ombudsman (EO) of Karnataka by submitting a formal representation.

As per the rules and guidelines of KERC, the Electricity Ombudsman serves as an independent quasi-judicial entity that handles disputes between MESCOM and its consumers.

Important Note: You have to file your complaint with the Electricity Ombudsman within 30 days of receiving the final decision from MESCOM’s CGRF.

• File a Complaint to the Electricity Ombudsman, Karnataka

Tips: Representation filing is free, and you do not need a lawyer. Assistance is available from the Consumer Advocacy Cell of KERC.

If you are still not satisfied with the final order of the Ombudsman in the case of MESCOM, you may file a petition to the Karnataka Electricity Regulatory Commission (KERC), especially for commercial disputes. Further, if necessary, you can escalate the matter to the Appellate Tribunal for Electricity (APTEL).

For consumer disputes, you can approach the High Court of Karnataka to challenge the Ombudsman’s order.

Frequently Asked Questions

1. How can I file a complaint with MESCOM?
   You can report issues by calling the MESCOM complaint numbers (1912, 18004251917), sending an email to mescom.pgc@rediffmail.com or pgcmescom@gmail.com, using WhatsApp (+919483041912), or filing a complaint online through MESCOM’s website. Additionally, you can approach the Complaint Receiving Centers at the Circle Office in person.
2. What details should I provide when filing a complaint to MESCOM?
   When lodging your complaint, include your MESCOM Consumer/Connection Number, the nature of the complaint, the location of the issue (if applicable), and a detailed description along with any supporting documents such as copies of bills for billing disputes, photographs, or other pertinent materials.
3. Where can I download the Grievance Form for filing a complaint to MESCOM’s CGRF?
   The Grievance Form can be downloaded from MESCOM’s official website or you may write your complaint on plain paper if preferred.
4. What should I do if my complaint to MESCOM remains unresolved?
   If your complaint has not been addressed within the designated timeframe, you should escalate the matter to the Public Grievance Redressal Cell (PGRC) at your nearest divisional office. If still unresolved, further escalate by filing a complaint with the Consumer Grievance Redressal Forum (CGRF) of MESCOM at the Zonal/Circle Offices.
5. How long does it take for the CGRF to resolve complaints?
   For critical issues such as service interruptions, connection faults, or disconnections, resolutions are typically achieved within 15 to 30 days. For less urgent matters, the CGRF Forum will issue the final order within 60 days.
6. What are my options if I am dissatisfied with the resolution provided by the CGRF of MESCOM?
   If the resolution from the CGRF is not satisfactory, you can file an appeal with the Electricity Ombudsman of Karnataka within 30 days of receiving the CGRF’s final decision. If the Ombudsman’s decision is still unsatisfactory, you can challenge the order at the High Court of Karnataka.

Reference

• Citizen’s Charter – MANGALORE ELECTRICITY SUPPLY COMPANY (karnataka.gov.in)