SBPDCL Helplines: How to Register an Electricity Complaint to South Bihar Power Distribution Company Limited?

South Bihar Power Distribution Company Limited (SBPDCL) is a public sector electricity distribution, owned by the Government of Bihar. It was formed on November 1, 2012, under section 14 of the Electricity Act of 2003, and is the successor to the erstwhile Bihar State Electricity Board.

SBPDCL serves in an area of 17 districts in southern Bihar, further divided into 36 divisions.

• PESU (E) Circle: Gulzarbagh, Kankarbagh-1, Kankarbagh-2, Rajendranagar, Bankipur, and Patna City
• PESU (W) Circle: Patliputra, New Capital, Ashiyana, Khagaul, Danapur, Gardanibagh, and Dakbunglow
• Patna Circle: Patna Rural, Bihta, Masaurhi, Fatuhi, and Barh
• Ara Circle: Ara, Jagdishpur, and Buxar
• Aurangabad Circle: Aurangabad, Arwal, and Daudnagar
• Bhagalpur Circle: Bhagalpur (U), Bhagalpur (East), Naughachiya, Banka, and Amarpur
• Biharsharif Circle: Biharsharif (U), Biharsharif Rural, Ekangarsarai, Rajgir, Nawada, and Rajauli
• Munger Circle: Munger and Lakhisarai
• Jamui Circle: Jamui and Sheikhpura
• Sasarm Circle: Sasaram, Dehri, and Bhabhua
• Gaya Circle: Gaya (U), Gaya (R), Sherghati, Manpur, and Jehanabad

Have complaints related to electricity services of South Bihar Electricity Board? You can call the toll-free helpline number, send an email, or file an online complaint through the web form.

The common types of complaints that consumers have reported to the SBPDCL electricity board include issues related to:

• Electricity supply disruptions: Interruptions or outages in the power supply, failure of transformer, and voltage fluctuations.
• Billing problems: Discrepancies in electricity bills, incorrect meter readings, or billing for periods without electricity.
• Meter: Faulty meters or problems with meter installations.
• Service requests: Delays in service provision, such as new connections or maintenance work.

Here, we have provided the guidelines for addressing your complaints with the South Bihar Power Distribution Company Limited and the Consumer Forum, according to the regulations of the Bihar Electricity Regulatory Commission (BERC). As a consumer, please use these contact details to communicate your concerns to the South Bihar Electricity Board (EB) and the appropriate regulatory bodies.

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

To register your complaint about power supply outages, billing disputes, fuse call center, or other problems, use these communication methods provided by the electricity board:

• SBPDCL Complaint Number:1912, +918102721830
• Customer Care Number: +919264454457 (Vigilance)
• Email: gmhrsbpdclvill@gmail.com
• Complain online to SBPDCL: file a complaint
• Fuse Call Center: Contact Details of Control Room, SBPDCL

When submitting your electricity-related complaints, please include the following details in your complaint:

• SBPDCL 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, or other relevant documents.

To request a correction in outstanding bills or access online services, use the online consumer portal of the South Bihar Power Distribution Company Limited. Smart meter customers can use the EESL SBPDCL portal to recharge and pay bills.

For contact details of your circle, divisional, and sub-station officers, including sub-divisions, refer to the officials’ contact page on the SBPDCL website.

If your complaints are still not resolved within the designated resolution period, escalate the matter to the Internal Grievance Redressal Cell (IGRC) at the nearest divisional office.

Note: Further, you have the option to escalate them to the Consumer Grievance Redressal Forum (CGRF) at the Circle offices.

Level 2: Lodge a Grievance to CGRF Forum, SBPDCL

If your complaints previously submitted to customer care, sub-divisional offices, or the Internal Grievance Redressal Cell (IGRC) of the SBPDCL Electricity Board is still unresolved after 30 days, you should take the next step by filing a grievance with the Consumer Grievance Redressal Forum (CGRF) at your local zonal offices.

Remember, you have to escalate your grievance to the forum either within 30 days after receiving the final response from the earlier stages or once the resolution period has elapsed, whichever comes first.

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

• Complainant’s Information: Full name, address, phone number, and consumer number or application number if a connection has been applied for.
• Nature of Grievance: Specific categories of the grievance such as billing issues, supply problems, meter-related issues, etc.
• Details of Grievance: A clear description of the grievance and the facts giving rise to it.
• Relief Sought: The nature of the relief or resolution sought from the CGRF.
• Supporting Documents: Copies of any relevant documents that support the facts of the grievance.

The procedure and timeline to escalate a grievance to the Consumer Grievance Redressal Forum (CGRF) are as follows:

• Grievance: You can submit a grievance to the respective CGRF under whose jurisdiction your connection exists or a connection has been applied for.
  • Download (Grievance Forum)
• Attachment: Attach supporting documents with the written grievance letter or filled form.
• Submission: The grievance can be submitted in person, via post, email, or fax. For email, you will have to send a physical copy of the grievance within 7 days.
• Acknowledgement: You will receive an acknowledgement of the receipt of the grievance. If submitted in person, the acknowledgement is issued immediately; otherwise, it’s dispatched by the next working day.

Review Process: The CGRF Forum will forward a copy of the grievance to the concerned officer of the SBPDCL for comments. The officer will have to respond within 5 days (for issues related to non-supply, connection, or disconnection) or 15 days (for other grievances).

Contact Details

Here are the official contact details for the Consumer Grievance Redressal Forum (CGRF) at the circle offices in South Bihar, where you can submit your grievances to escalate the matter with the CGRF Forum of the South Bihar Power Distribution Company Limited.

Please note: If the complainant is not satisfied with the resolution or if the CGRF does not issue an order within the specified time limit, you can escalate the grievance to the Electricity Ombudsman of Bihar within 30 days from the date of the CGRF’s decision or the expiry of the time limit for the CGRF to make a decision.

Level 3: Appeal to Electricity Ombudsman, Bihar

If you’ve lodged a grievance to the Consumer Grievance Redressal Forum (CGRF) of SBPDCL regarding an issue with your electricity service but find their decision unsatisfactory, or if your concern remains unresolved for over 30 days, you have the option to escalate your case to the Electricity Ombudsman (EO) in Bihar.

The Electricity Ombudsman is an independent quasi-judicial body empowered to resolve disputes between consumers and the SBPDCL electricity board.

Filing a Complaint: Within 30 days of receiving the final decision from the CGRF, you can submit your representation to the Electricity Ombudsman.

• File a Complaint to the Electricity Ombudsman, Bihar.

Note: This process is free of charge, and you don’t need a lawyer to assist you.

Next Steps: If you’re not happy with the decision made by the Ombudsman, you still have options. You can further appeal to the Bihar Electricity Regulatory Commission (BERC) for a review. If needed, you can even escalate your case to the Appellate Tribunal for Electricity (APTEL).

Legal Action: If you feel the need to challenge the Ombudsman’s decision, you can take legal action by approaching the appropriate judicial authority, such as the High Court of Bihar.

Frequently Asked Questions

1. How do I file a complaint with SBPDCL for issues like power outages or billing problems?
   You can file a complaint by calling the SBPDCL Complaint Number at 1912 or +918102721830. Alternatively, you can email gmhrsbpdclvill@gmail.com or use the online complaint form available on the SBPDCL website. When filing, include your SBPDCL Connection Number, the nature of the complaint, the location of the incident (if applicable), and any relevant evidence such as copies of bills or photos.
2. What should I do if my complaint to SBPDCL remains unresolved?
   If your complaint is not resolved within the designated period, escalate it to the Internal Grievance Redressal Cell (IGRC) at your nearest divisional office. If still unresolved, you can escalate further to the Consumer Grievance Redressal Forum (CGRF) at your local zonal offices.
3. Where can I escalate my grievance if it is not addressed by the IGRC?
   You can escalate your grievance to the Consumer Grievance Redressal Forum (CGRF) of SBPDCL at your circle office. Be sure to do this within 30 days of receiving the final response from the IGRC or upon the expiry of the resolution period.
4. What information is required when lodging a grievance with the CGRF?
   You need to provide the complainant’s information (full name, address, phone number, and consumer number), the nature of the grievance, a clear description of the issue, the relief sought, and any supporting documents that substantiate your grievance.
5. What can I do if I am dissatisfied with the decision of the CGRF?
   If you are not satisfied with the CGRF’s decision or if they fail to resolve the grievance within the specified timeframe, you can appeal to the Electricity Ombudsman of Bihar within 30 days from the date of the decision or the expiry of the resolution period.
6. How can I contact the Electricity Ombudsman of Bihar?
   You can file a complaint to the Electricity Ombudsman of Bihar within 30 days of receiving the final decision from the CGRF. This process is free of charge and does not require a lawyer. The details for contacting the Electricity Ombudsman will typically be provided by the CGRF along with their decision.

Reference

• SBPDCL (sbpdcl.co.in)