UGVCL: How to File an Electricity Complaint to Uttar Gujarat VIJ Company Ltd?

Uttar Gujarat Vij Company Ltd (UGVCL) is a public-sector electricity distribution company, a fully-owned subsidiary of Gujarat Urja Vikas Nigam (GUVNL). It is engaged in the distribution and retail supply of electricity to northern parts of the state of Gujarat.

UGVCL provides electricity services to more than 30 lakh consumers within the geographical area of about 50,000 square kilometres, which includes urban, semi-urban, and rural areas across 15 districts of Gujarat. These districts are Mehsana, Sabarkantha, Gandhinagar, Aravalli, Banaskantha, Patan, Mahisagar, Dahod, Panchmahal, Kheda, Anand, Vadodara, Chhotaudepur, Bharuch, and Narmada.

Do you want to complain about the UGVCL electricity services? You can use the UGVCL helpline number, email, or complaint online. You can also visit the nearest sub-division of the Electricity Board (EB) and submit written complaints to the Deputy Engineer (DE).

UGVCL has 5 Circles and more than 3,000 substations. The circles and Divisions are:

1. Mehsana Circle: Mehsana City, Mehsana Rural, Kadi, Visnagar, Vijapur, and Unjha
2. Sabarmati Circle: Sabarmati City, Sabarmati Rural, Gandhinagar, Kalol, Mansa, and Dehgam
3. Himatnagar Circle: Himatnagar City, Himatnagar Rural, Idar, Prantij, Khedbrahma, and Modasa
4. Palanpur Circle: Palanpur City, Palanpur Rural, Danta, Vadgam, Amirgadh, and Dhanera
5. Deesa Circle: Deesa City, Deesa Rural, Tharad, Bhabhar, Kankrej, and Suigam

You can complain about bill payment (UPI/NEFT/RTGS payment), billing errors, power cuts, electricity outages, new connections, and other problems. You can also report electricity theft, government schemes such as solar rooftops, the Saubhagya scheme, tariffs, subsidies, and other ongoing schemes for agriculture, business, and domestic connections.

Still, not resolved? Escalate the complaint to the Consumer Grievance Redressal Forum (CGRF) of UGVCL. Further, you may appeal to the Electricity Ombudsman of Gujarat.

Note: In case of consumer rights violation, file a consumer complaint against UGVCL with the National Consumer Helpline (NCH), a consumer protection authority, or the Consumer Disputes Redressal Commission (NCDRC).

Level 1: Customer Care, UGVCL

Following the citizen charter, the complaint resolution process with UGVCL involves three levels. At the initial level, register a complaint with UGVCL customer care or officials using the electricity helpline numbers, or email/WhatsApp. Additionally, you can file an electricity complaint online.

Provide the following details to file a complaint:

• UGVCL Account/Connection Number
• Location of the Issue
• Pole Number (if known)
• Nature of the problem, such as a power outage, billing dispute, or any other concern.
• Supporting Document (if any); such as photo/video of meter, service line, or billing statement requiring clarification.

Make a note of the reference number assigned to your complaint to track the status and possible escalation to the CGRF Forum (If not resolved).

UGVCL Electricity Helpline Number

Click the below customer helpline numbers to register your electricity complaint to UGVCL.

1. Customer Care Number:

Not resolved by UGVCL customer care center and divisional officials (Internal Grievance Cell)? Escalate the complaint to the CGRF Forum of UGVCL at level 2.

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

Need more contact details? Click to contact the Circle, Divisional, and Sub-Divisional Office of UGVCL (Internal Grievance System).

Online Electricity Complaint

Customers can submit online complaints regarding electricity supply failure, power outages, and billing disputes with UGVCL. Raise your concerns to the Electricity Board (EB) or Uttar Gujarat Vij Company Limited (UGVCL) through social media, emails, or written letters.

Links to register your online complaint or access UGVCL’s online services are below.

If your lodged complaints are not resolved within the resolution period, you may also complain to the Divisional Officer (Executive Engineer).

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

UGVCL has established the Customer Grievance Redressal Forum (CGRF) under Section 42(5) of The Electricity Act, 2003, and the (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2011. Functioning as an independent body, CGRF hears consumer disputes and concerns related to the electricity distribution services of Discom. If your grievances with UGVCL remain unresolved through customer care or officials, you can escalate the complaint to the CGRF Forum.

Required Details For Filing Complaints with CGRF:

1. Download: Grievance Forum (English)
2. Name and Address of the Complainant
3. Distribution Licensee: UGVCL
4. Reference/Acknowledgment Number of Previous Complaints
5. Service Connection or Account Number
6. Date and Time of Grievance
7. Nature and Details of Complaint
8. Relevant Documents: Attach copies of bills, receipts, or pertinent correspondence.
9. Relief Sought from the Forum
10. Declaration: Confirm that the same grievance has not been filed elsewhere, with a signature.

You may submit a grievance application in writing on plain paper or by using the prescribed format available for download.

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

Note: UGVCL CGRF Forum commits to resolving the complaint within a maximum limit of 45 days from the date of grievance receipt.

Contact CGRF

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

1. Ahmedabad Forum

Jurisdiction: Ahmedabad( Except City Area), Gandhinagar (Except City Area), Himmatnagar, Sabarkantha, and Aravalli

2. Mehsana Forum

Jurisdiction: Mehsana, Patan, and Banaskantha

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

Level 3: Electricity Ombudsman, Gujarat

The Electricity Ombudsman Office, constituted by the Gujarat Electricity Regulatory Commission (GERC) and governed by the GERC (Consumer Grievance Redressal Forum & Electricity Ombudsman) Regulation and the Electricity Act, 2015, operates as a quasi-judicial entity. Consumers who remain dissatisfied with the final order or have unresolved complaints from UGVCL’s Consumer Grievance Redressal Forum (CGRF) within 45 days can initiate a complaint with the Electricity Ombudsman (EO).

To appeal, you must submit your representation within 30 days of UGVCL Forum’s order. Visit the provided link to file your appeal:

• Click: File a Complaint to the Electricity Ombudsman, Gujarat

Please Note: No charges are applicable for filing your petition. UGVCL falls under the jurisdiction of the Electricity Ombudsman (Ahmedabad) Office.

Still, dissatisfied with the EO order? You may further appeal before the respective regulatory authority or take legal action by approaching the Gujarat High Court.

Types of Complaints

The categories of complaints that can be resolved by the UGVCL are:

1. Power Outages: Frequent or prolonged power outages (electricity cuts) in Northern Gujarat, served by UGVCL, can disrupt daily activities and impact businesses.
2. Voltage Fluctuations: Inconsistent voltage levels, supplied by UGVCL, leading to damage to electronic devices and appliances.
3. Load Shedding: Planned temporary reduction of power supply by UGVCL to prevent system overload.
4. Billing Errors: Incorrect billing, overcharging, or undercharging.
5. Poor Customer Service: Difficulty in reaching UGVCL customer support, delays in issue resolution, and unresponsive service.
6. Infrastructure Maintenance: Scheduled maintenance by UGVCL that affects power supply in Northern Gujarat without adequate prior notice.
7. Transformer Failures: Malfunctions in transformers lead to localized power outages.
8. Inadequate Rural Electrification: Some remote areas in Northern Gujarat may face challenges in accessing a reliable electricity supply.
9. Issues with Prepaid Meters: Malfunctioning or errors in prepaid meter readings can cause billing discrepancies.
10. Electricity Theft: Illegal connections or electricity theft can impact the overall reliability of the UGVCL grid in Northern Gujarat.

Reference

• UTTAR GUJARAT VIJ COMPANY LTD. (ugvcl.com)
• UGVCL – Consumer Grievance Forum (ugvcl.com)
• Final Consumer Charter_Eng (ugvcl.com)