Torrent Power Limited (TPL) is a private-sector electricity generation, transmission and distribution company. TPL distributes power as a licensee in the cities of Ahmedabad, Surat, Gandhinagar, Dahej SEZ, and Dholera SIR in Gujarat. It also serves in the Union Territory of Dadra & Nagar Haveli, Daman and Diu.
Have complaints about Torrent Power? You can call the toll-free helpline number, email your concerns, or file a complaint online to the TPL through social channels, the mobile app, and the online registration form. The issues can be related to online payment, name change, load change, new connection, energy bill status and history, wrong/high bill amount, power outage, solar payment, etc.
TPL services in Gujarat cover the following regions:
- Ahmedabad City
- Surat City
- Gandhinagar City
- Dahej SEZ in Bharuch district
- Dholera SIR in the Ahmedabad district, a part of the Delhi-Mumbai Industrial Corridor.
Not resolved? Escalate the unresolved complaint to the Customer Care Manager, TPL. Further, you can lodge a grievance to the Consumer Grievance Redressal Form (CGRF).
How to Register a Complaint to Torrent Power?
According to the consumer grievance redressal mechanism of TPL, the resolution process is divided into 3 levels. If the complaints related to electricity services are not resolved then escalate the matter to the next authority.
Grievance Redressal Mechanism:
| Registration Fee | No Charges (₹0) |
| Resolution Period | Immediately or 30 days (read customer service policy) |
| Payment Refund | Within 15 working days (For online payment failures, read the TPL policy) |
Complaint Escalation Levels:
- Level 1: Customer Care, Torrent Power
- Level 2: Consumer Grievance Redressal Forum (CGRF), TPL
- Level 3: Electricity Ombudsman, Gujarat
Note: For the violations of consumer rights, file a consumer complaint against TPL with the National Consumer Helpline (NCH), a consumer protection authority, or the Consumer Disputes Redressal Commission (NCDRC).
Further, you approach the High Court of Gujarat (If not satisfied with the final order of the Electricity Ombudsman).
Level 1: Customer Care, Torrent Power
At level 1, customers can register an electricity complaint through the toll-free customer care number, email/WhatsApp, and online complaint registration form of TPL. While raising your concerns, provide the following details:
- Service Connection Number
- Your Name and Phone Number
- Detail of the Address (Site location)
- Nature of Complaint
- Description of the issue with supporting documents such as bills, images, etc.
If not resolved, complain to the Customer Care Manager at the Plugin Point or Regional Office.
1. TPL Customer Care Number
Following are the Torrent Power Complaint Numbers where you can register your complaint:
| City TPL Discom | Helpline Number |
|---|---|
| Ahmedabad, Gandhinagar | +917922551912; 19129 Email: connect.ahd@torrentpower.com |
| Surat | +912612551912 Email: connect.srt@torrentpower.com |
| Dahej | +919824752826 Email: connect.dhj@torrentpower.com |
| Dholera | +917922551912, +917966551912 Email: connect.dlr@torrentpower.com |
| WhatsApp Number | +916353070070 |
| Plugin Point Center | Click Here (torrentpower.com) |
Please note: You can also “request a callback” through the TPL app or online portal. Further, you can write to the local officers, in case of unaddressed concerns.
2. File an Online Complaint
You can file online complaints concerning power outages, supply discrepancies, and billing disputes with Torrent Power Limited. Report your issues to the Electricity Board (EB) or Torrent Power Limited through emails, social channels, or written letters.
Register your online complaint with Torrent Power Limited or apply for the online services provided below.
| TPL Discom | Online Support |
|---|---|
| Complain online to TPL | File a Complaint |
| Track Power Outage | Click to Track |
| Online bill payment | Quick Pay |
| Apply for New Connection | Apply Now |
| Mobile App | Torrent Power Ltd. Android | iOS |
You can also “Download the forms” and submit new connections and other forms to Torrent Power.
If not resolved, escalate the complaint to the Customer Care Manager at the Local TPL Office. Further, you can lodge an electricity grievance to CGRF Forum.
Level 2: Consumer Grievance Redressal Forum (CGRF), TPL
As per the regulations of GERC, Torrent Power Limited (TPL) has established an autonomous body, the Customer Grievance Redressal Forum (CGRF) as mandated by Section 42(5) of The Electricity Act, 2003, and the (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2019.
If your lodged complaints are not resolved by the Customer Care Representatives or Managers of Regional Offices of TPL, escalate the grievance to the CGRF Forum of Torrent Power Ltd.
Required Details for Lodging Complaints with CGRF:
- Download: Grievance Forum (English)
- Name and Address of the Complainant
- Distribution Licensee: Torrent Power Limited (TPL)
- 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.
Tip: You can also submit a written grievance application on plain paper or use the prescribed format available for download.
Ensure to obtain immediate acknowledgement for in-person complaints at the TPL Forum. For those submitted through post/email/fax, the receipt will be provided within two working days.
Please Note: The TPL CGRF Forum has a maximum period of 45 days from the date of grievance receiptis to resolve received complaints.
Contact CGRF
Contact details of the TPL CGRF offices to register your electricity grievance are provided below.
1. CGRF Forum, Ahmedabad
Jurisdiction: Ahmedabad and Gandhinagar
| Designation | CGRF Office, TPL (Ahmedabad) |
|---|---|
| Phone Number | +917927492222, +917927495940 |
| consumerforum@torrentpower.com | |
| Address | CGRF Office – Torrent Power Limited, 1st Floor, Naranpura Plug Point, Sola Cross Road, Naranpura, Ahmedabad – 380013. |
2. CGRF Forum, Dahej SEZ
Jurisdiction: Dahej Special Economic Zone
| Designation | CGRF Office, TPL (Dahej) |
|---|---|
| Phone Number | +919824009930, +919824008709 |
| consumerforumtel@torrentpower.com | |
| Address | The Convener, Consumer Grievance Redressal Forum (CGRF), Torrent Power Ltd, Plot No. Z/21, Phase-I, Dahej Special Economic Zone, Vagra, Bharuch-392130. |
3. CGRF Forum, Surat
Jurisdiction: Surat
| Designation | CGRF Office, TPL (Surat) |
|---|---|
| Phone Number | +912612400240, +919824009930 |
| Fax | +912612422171 |
| consumerforumtpsl@torrentpower.com | |
| Address | Convenor, Consumer Grievance Redressal Forum, Torrent Power Limited, Torrent House, Third Floor, Station Road, Surat – 395003. |
If your lodged grievance has not been resolved to your satisfaction by CGRF, you can file an appeal against TPL 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 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 Torrent Power Limited within 45 days can file a complaint with the Electricity Ombudsman (EO). You can use the provided link to file your appeal:
Please note: To appeal to the Ombudsman Office, you must submit your representation within 30 days of the TPL Forum’s final order.
Important Note: No charges are applicable for filing your petition. TPL falls 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.
