NBPDCL Helplines: How to File an Electricity Complaint of North Bihar Power Distribution Company Ltd?

North Bihar Power Distribution Company Ltd (NBPDCL) is a public sector utility company responsible for the distribution of electricity in the northern region of Bihar. Established on November 1, 2012, NBPDCL operates under the Government of Bihar and serves over 1.8 million consumers across 21 districts.

If you have any complaints regarding the power supply services of NBPDCL, you can register a complaint with the electricity board through multiple channels. These include the toll-free customer care number, email, WhatsApp, and the online complaint registration web form.

• Muzaffarpur Zone: Muzaffarpur East, Muzaffarpur West, Sitamarhi, Sheohar, East Champaran, and West Champaran Divisions
• Darbhanga Zone: Darbhanga, Madhubani, Samastipur, Begusarai, and Khagaria Divisions
• Saharsa Zone: Saharsa, Supaul, and Madhepura Divisions
• Purnea Zone: Purnea, Katihar, Kishanganj, and Araria Divisions
• Bhagalpur Zone: Bhagalpur and Banka Divisions
• Gopalganj Zone: Gopalganj, Siwan, and Saran Divisions

Here are the instructions to address your complaints with NBPDCL and the Consumer Forum, per the regulations and guidelines of the Bihar Electricity Regulatory Commission (BERC). As a consumer, use these contact details to communicate your concerns to the Electricity Board (EB) and relevant regulatory bodies.

Please note: For the violation of consumer rights by NBPDCL, you can also lodge 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 NBPDCL Electricity Board

You can initially file your complaints about electricity services to the NBPDCL electricity board through these available channels:

• NBPDCL Complaint Number:1912, +917763818425
• Customer Care Number: +916122504745 (Vigilance)
• Email: pgc.nbpdcl02@gmail.com, nbpdclgmhr@gmail.com
• Complain online to NBPDCL: file a complaint
• Fault Center: Contact NBPDCL Officials

You can also email dgrcell@nbpdcl.co.in to escalate the complaint to the grievance cell.

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

• Electricity 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 of incidents, or other relevant documents.

To settle outstanding bills or access online services, use the online consumer portal of the North Bihar Power Distribution Company Limited (NBPDCL).

For contact details of your zonal, divisional, and sub-divisional officers, including sub-divisions, refer to the officials’ contact page.

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

Note: If your grievances persist, you have the option to escalate them to the Consumer Grievance Redressal Forum (CGRF) at the zonal offices.

Level 2: Lodge a Grievance to CGRF Forum, NBPDCL

If your previously filed complaints are not resolved by customer care, sub-divisional offices, or the Internal Grievance Redressal Cell of NBPDCL within 30 days, you should escalate your concerns by lodging a grievance with the Consumer Grievance Redressal Forum (CGRF) of the North Bihar Power Distribution Company Limited at your zonal/circle offices.

It’s important to note that the grievance must be escalated to the forum within 30 days of receiving the final response or upon expiry of the resolution period.

Procedure to lodge a Grievance:

• Submission Format: Your grievances must be submitted in writing, as per the format specified in ANNEXURE I (Grievance Form). If the format is not followed, the Forum may still take cognizance based on the case’s merit.
  • Download (Grievance Form)
• Grievance Details: Provide your connection number, type of grievance, and supporting facts.
• Documents: Attach supporting documents, copies of previously lodged complaints, and supporting evidence.
• Acknowledgement: Upon submission, you should receive an acknowledgement. If submitted in person, it’s immediate; by post, email, or fax, it’s by the next working day.
• Timeframe for Redressal: For grievances related to non-supply, connection, or disconnection of supply, the Forum will try to pass an order within 15 days of filing. For other grievances, the order will be passed within 45 days.

You can submit this grievance form to your nearest circle/zonal office or send it by post

If you are not satisfied with the Forum’s decision, a complainant can make a representation to the Electricity Ombudsman.

Contact Details

Here are the official contact details of the CGRF Forums at circle offices in east Bihar, where you can lodge your grievance to escalate the matter with the CGRF Forum of the Board.

Please note: If your grievances are still not resolved within 30 working days, you may file an appeal against NBPDCL to the Electricity Ombudsman of Bihar.

Level 3: Appeal to Electricity Ombudsman, Bihar

As per state regulations and the Electricity Act of 2003, the Electricity Ombudsman serves as a quasi-judicial body in Bihar. This independent entity handles disputes between consumers and electricity licensees.

If you find the decision from the Consumer Grievance Redressal Forum (CGRF) of NBPDCL unsatisfactory or if your complaint remains unresolved within 30 days, you may escalate your case to the Electricity Ombudsman (EO).

Within 30 days of receiving the final decision from the CGRF Forum, you can file your representation before the Electricity Ombudsman:

• File a Complaint to the Electricity Ombudsman, Bihar

Please note that no fee is applicable for this process, and you do not require the assistance of an advocate.

In case you remain dissatisfied with the decision of the Ombudsman, you have the right to further appeal to the Bihar Electricity Regulatory Commission (BERC) or even to the Appellate Tribunal for Electricity (APTEL), if applicable.

If you wish to challenge the decision of the Electricity Ombudsman, you may take legal action by approaching the appropriate judicial authority, such as the High Court of Bihar.

Frequently Asked Questions

1. How can I file a complaint with North Bihar Power Distribution Company Ltd (NBPDCL)?
   You can file complaints via the NBPDCL toll-free complaint number 1912, additional customer care number +916122504745, email at pgc.nbpdcl02@gmail.com or nbpdclgmhr@gmail.com, or by using the online complaint form on their website.
2. What information should I include when lodging a complaint with NBPDCL?
   When filing a complaint, include your Electricity Connection Number, the nature of your complaint, the location of the incident (if applicable), and a detailed description along with any supporting evidence such as copies of bills, photos of incidents, etc.
3. What steps should I follow if my complaint to NBPDCL remains unresolved?
   If your complaint remains unresolved within the stipulated time, escalate it to the Internal Grievance Redressal Cell (IGRC) at the nearest divisional office. If unresolved by IGRC, you can further escalate it to the Consumer Grievance Redressal Forum (CGRF) at the zonal offices.
4. Where can I submit a grievance if not resolved by NBPDCL customer care?
   Submit your grievance in writing to the Consumer Grievance Redressal Forum (CGRF) at your nearest circle/zonal office, either in person, by post, or by email. Ensure to attach all necessary documents and previously lodged complaints.
5. What should I do if I am unsatisfied with the decision of the CGRF?
   If dissatisfied with the CGRF’s decision, you can escalate your case to the Electricity Ombudsman of Bihar within 30 days of receiving the final decision or after the expiry of the resolution period.
6. Can I challenge the decision of the Electricity Ombudsman?
   Yes, if you are dissatisfied with the decision of the Electricity Ombudsman, you can appeal to the Bihar Electricity Regulatory Commission (BERC) or even to the Appellate Tribunal for Electricity (APTEL). Further legal action can be taken by approaching the High Court of Bihar.

Reference

• NBPDCL (nbpdcl.co.in)