MGVCL: How to Register an Electricity Complaint to Madhya Gujarat VIJ Company Ltd?

Madhya Gujarat Vij Company Ltd (MGVCL) is a public sector power distribution company in Gujarat, which distributes electricity in the central area of Gujarat. It was incorporated on 15th September 2003 by the Gujarat Electricity Board (GEB). MGVCL is a part of Gujarat Urja Vikas Nigam (GUVNL), owned by the government of Gujarat.

MGVCL provides electricity services in a geographical area of about 45,000 sq km, which includes urban, semi-urban, and rural areas across 10 districts of Gujarat. These districts are Vadodara, Anand, Kheda, Panchmahal, Dahod, Mahisagar, Chhotaudepur, Bharuch, Narmada, and Surat.

Do you need to file a complaint regarding MGVCL electricity services? You can contact MGVCL through the MGVCL helpline number, email/WhatsApp, or the online complaint portal. Alternatively, you may visit the nearest sub-division/sub-station of the Electricity Board (EB) and submit written complaints to the Deputy Engineer (DE).

Circles and Divisions of MGVCL are:

1. Baroda Circle: Baroda City, Baroda Rural, Padra, Savli, and Waghodia
2. Anand Circle: Anand City, Anand Rural, Petlad, Borsad, and Khambhat
3. Godhra Circle: Godhra City, Godhra Rural, Lunawada, Santrampur, and Halol
4. Nadiad Circle: Nadiad City, Nadiad Rural, Balasinor, Kapadvanj, and Mahudha

You can complain about power cuts, outages of electricity supply, disputes with bill payment, new connection, bill status, NEFT/RTGS payment form, etc. Customers can also report power theft, corruption by officials, and misbehaviours.

Still, unresolved? Consider escalating the complaint to the Consumer Grievance Redressal Forum (CGRF) of MGVCL. In case of continued dissatisfaction/unresolved, you can appeal to the Electricity Ombudsman of Gujarat.

Note: For consumer rights violations, file a consumer complaint against MGVCL with the National Consumer Helpline (NCH), a consumer protection authority, or the Consumer Disputes Redressal Commission (NCDRC).

Level 1: Customer Care, MGVCL

Adhering to the citizen charter, the complaint resolution process of MGVCL has three levels. First, register your complaint with customer representatives or sub-station officials through the electricity helpline numbers, email, or WhatsApp. Alternatively, you can use the online platform to file an electricity complaint.

Provide the following details within your complaint:

1. MGVCL Account/Connection Number
2. Location of the Issue
3. Electric Pole Number (if known)
4. Nature of the problem, such as a power outage, high amount of bills, supply failure, or any other concern.
5. Supporting Document (if any); such as a photo/video of the meter, faulted service line, or billing statement.

After registering your complaint, make a note of the reference number assigned to track the status. Escalate the case to the next level at CGRF Forum, if the issue is not resolved.

MGVCL Electricity Helpline Number

Click the below MGVCL customer care numbers to register your electricity complaint.

1. Customer Care Number:

Is it not resolved by MGVCL Customer Care Center (CCC) or sub-divisional officials (Internal Grievance Cell)? Escalate your complaint to the CGRF Forum of MGVCL at level 2.

2. Call the Fault Customer Complaint Center (Circle/Division):

Want to contact other officials? Click to contact the Circle, Divisional, and Sub-Divisional Office of MGVCL (Internal Grievance System).

Online Electricity Complaint

You can file online complaints related to power outages, supply discrepancies, and billing disputes with MGVCL. Report your issues to the Electricity Board (EB) or Madhya Gujarat Vij Company Limited (MGVCL) through emails, social channels, or written letters.

Links to register your online complaint to MGVCL or apply for online services are below.

If your filed complaints are not addressed within the stipulated resolution period, you have the option to escalate the grievance by complaining to the Divisional Officer (Executive Engineer).

Level 2: Consumer Grievance Redressal Forum (CGRF), MGVCL

In adherence to the regulations of GERC, MGVCL has formed the Customer Grievance Redressal Forum (CGRF) under the provisions of Section 42(5) of The Electricity Act, 2003, and the (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2011. Functioning independently, the CGRF serves as an impartial forum to address consumer disputes and issues related to the electricity distribution services provided by the Discom/Licensee. If your complaints with MGVCL are not redressed within the specified period, you can escalate the matter to the CGRF Forum.

Required Details for Lodging Complaints with CGRF:

• Download: Grievance Forum (English)
• Name and Address of the Complainant
• Distribution Licensee: MGVCL
• Reference/Acknowledgment Number of Previous Complaints
• Service Connection or Account Number
• Date and Time of Grievance
• Nature and Detailed Description of the Complaint
• Relevant Documents: Attach copies of bills, receipts, or pertinent correspondence.
• Relief Sought from the Forum
• Declaration: Verify that the same grievance has not been filed elsewhere, accompanied by your signature.

You can even submit a written grievance application on plain paper or use the prescribed format available for download.

Don’t forget to take for immediate acknowledgement for in-person complaints at MGVCL Forum and within two working days for those submitted through post/email/fax.

Note: The MGVCL CGRF Forum is committed to resolving complaints within a maximum period of 45 days from the date of grievance receipt.

Contact CGRF

Contact details of the MGVCL CGRF offices to lodge your electricity grievance are provided below.

1. Vadodara Forum

Jurisdiction: Vadodara, Anand and Kheda.

2. Godhra Forum

Jurisdiction: Panchmahal, Dahod and Mahisagar.

Has your lodged grievance not been resolved by CGRF to your satisfaction? File an appeal against MGVCL to the Electricity Ombudsman, Gujarat.

Level 3: Electricity Ombudsman, Gujarat

The Electricity Ombudsman Office, established under the purview of the Gujarat Electricity Regulatory Commission (GERC) and regulated by the GERC (Consumer Grievance Redressal Forum & Electricity Ombudsman) Regulation and the Electricity Act, 2015, functions as a quasi-judicial body for the consumer disputes with licensees. Consumers who are not satisfied with the final order or have unresolved complaints from the Consumer Grievance Redressal Forum (CGRF) of MGVCL within 45 days, can file a complaint with the Electricity Ombudsman (EO).

To appeal with EO, you have to submit your representation within 30 days of the MGVCL Forum’s final order. You can use the provided link to file your appeal:

Click: File a Complaint to the Electricity Ombudsman, Gujarat

Important Note: No charges are applicable for filing your petition. MGVCL comes under the jurisdiction of the Electricity Ombudsman (Ahmedabad) Office.

If you are dissatisfied with the order of the Electricity Ombudsman, you may further appeal before the respective regulatory authority (APTEL) or pursue legal action by approaching the Gujarat High Court.

Types of Complaints

Register a complaint about these issues related to power distribution services of MGVCL:

1. Voltage Variations: In Central Gujarat, customers serviced by MGVCL encounter erratic voltage levels, posing risks to electronic devices and appliances.
2. Customer Service: Securing timely assistance from MGVCL’s customer support in Central Gujarat proves challenging or ignorance by officers.
3. Billing Disputes: Residents often face issues such as billing errors, overcharging, or undercharging by MGVCL, leading to financial concerns and monetary loss.
4. Rural Electricity Supply: Remote pockets in Central Gujarat grapple with inconsistent electricity access, highlighting challenges in MGVCL’s rural electrification efforts.
5. Transformer Glitches: Frequent transformer fires/malfunctions disrupt the power supply, causing localized outages and inconveniences.
6. Planned Power Cuts: Planned reductions in power supply, a common practice by MGVCL, disrupt daily routines and business operations (especially in the summer season).
7. Prepaid Meter: Malfunctioning or inaccuracies in prepaid meter readings contribute to billing discrepancies.
8. Unexpected Power Outages: Frequent and unexpected electricity supply outages impact residents and business operations.
9. Infrastructure Maintenance: Scheduled maintenance activities, often without adequate notice, leading to sudden power interruptions.
10. Electricity Theft: Instances of illegal connections and power theft, affecting law-abiding customers and power supply.

Reference

• Madhya Gujarat Vij Company Ltd (mgvcl.com)
• GUVNL CONSUMER CHARTER.pdf (mgvcl.com)