WBSEDCL Helplines: File an Electricity Complaint to the West Bengal State Electricity Distribution Company Limited

West Bengal State Electricity Distribution Company Limited (WBSEDCL) is a government-owned public sector company that provides power to 96% of West Bengal. It was established in 2007 as one of the two successors of the erstwhile West Bengal State Electricity Board (WBSEB) and West Bengal State Electricity Transmission Company Limited (WBSETCL).

Have complaints about the electricity services of WBSEDCL? You can complain to the sub-divisional or regional offices of the Electricity Board including customer care representatives. Complaint Hub will guide you step by step on how to resolve any electricity dispute, follow the below instructions.

WBSEDCL has a service network spanning 5 Zones, 20 Regional Offices, 76 Distribution Divisions, and 362 sub-divisions, covering remote rural areas such as the island of Sundarban in South 24 Parganas, jungle areas of Paschim Midnapore, Purulia and Bankura, and hilly areas of Kalimpong and Darjeeling, to urban and industrial areas such as Kolkata, Howrah, Asansol, Durgapur, Siliguri, etc.

The WBSEDCL zones and regional offices are:

• Kolkata Zone: Howrah, Bidhannagar-I, Bidhannagar-II, Behala, Diamond Harbour, Garia, Baruipur, Canning, and Kankdwip
• Burdwan Zone (Central): Asansol, Durgapur, Burdwan, Bankura, and Bishnupur
• Midnapore Zone (West): Contai, Haldia, Ghatal, Kharagpur, Midnapore, Purulia, Jhargram, and Raghunathpur
• Berhampore Zone (South): Berhampore, Balurghat, Coochbehar, Alipurduar, Jalpaiguri, Malda, Raiganj, and Islampur
• Siliguri Zone (North): 24 North Pargana, Siliguri, Darjeeling, Kalimpong, Kurseong, Suri, Rampurhat, and Bolpur

Customers can register a complaint about electricity services, such as power outages, thefts, transformer failures, online payment, high/wrong bills, new connection applications, online grievance redressal, prepaid metering, smart metering, net metering, etc. Also report the delays or rejections related to schemes and incentives for energy conservation, demand side management, bill rebate, and renewable energy (solar rooftop).

How to File a Complaint to West Bengal State Electricity Distribution Company Limited?

In the citizen charter of WBSEDCL (West Bengal State Electricity Distribution Company Limited), the grievance redressal mechanism is structured into three levels. If complaints concerning electricity services remain unresolved at the initial level, the matter should be escalated to the next appropriate authority.

Grievance Redressal Mechanism:

Complaint Escalation Levels:

• Level 1: Customer Care, WBSEDL
• Level 2: RGRO/PGRO, Consumer Grievance Redressal Forum (CGRF) of WBSEDL
• Level 3: Electricity Ombudsman, West Bengal (WB)

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

Further, you may approach the High Court of West Bengal (If not satisfied with the final order of the WB Electricity Ombudsman).

Level 1: Customer Care, WBSEDCL

At level 1, customers can lodge an electricity complaint with WBSEDCL through various channels including the toll-free customer care number, email/WhatsApp, and online complaint registration form. When reporting concerns, customers are required to provide the following details:

1. WBSEDCL Connection Number
2. Nature of Complaint
3. Description of the issue along with supporting documents such as bills, images, etc.

If the issue remains unresolved, customers should escalate the matter to the Service Manager at the respective Customer Care Center established at divisional offices.

1. WBSEDCL Customer Care Number

These are the Customer Helpline Numbers of the West Bengal State Electricity Distribution Company (WBSEDCL) where you can register your complaint:

Please note: For disputes or complaints related to pensions or retired employees of WBSEDCL, contact the Retired Person’s Help Desk at:

• Phone Number: +913323598385
• Download: Petition Form (English)
• Address: Retired Person’s Help Desk, WBSEDCL, Vidyut Bhawan, 5th floor, Block-D, Bidhannagar, Kolkata- 700091.

Please note: If you want to contact the higher authorities, visit: “Phone Numbers and Contact Details of Divisional, Regional, and Zonal Offices of WBSEDCL.”

2. File an Online Complaint

To file online complaints regarding electricity outages, supply discrepancies, online connection, and billing disputes with WBSEDCL (West Bengal State Electricity Distribution Company Limited), you can report your concerns to the Electricity Board (EB) by submitting an online complaint form or written application.

Register online complaints to WBSEDCL or access the online services provided below:

You can also “Download the forms” for specific services or new connections and submit them to the sub-station of WBSEDCL.

If your complaint is not resolved, escalate the power complaint to the Regional Grievance Redressal Officer (RGRO) at the WBSEDCL Regional Office. Further, you can lodge an electricity grievance to the CPGR of the CGRF Forum at the Central Office.

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

According to the regulations of WBSEDCL (West Bengal State Electricity Distribution Company Limited), an independent body known as the Consumer Grievance Redressal Forum (CGRF) has been established, as mandated by Section 42(5) of The Electricity Act, 2003, and the Consumer Grievances Redressal Forum and Ombudsman Regulation, 2022 of the West Bengal Electricity Regulatory Commission (WBERC).

If complaints lodged with WBSEDCL’s Customer Care Representatives or Sub-divisional Office are not resolved, escalate the grievance to the WBSEDCL CGRF Forum within 90 days from the date of occurrence of the cause of action.

Requirements

Required Details for Lodging Complaints with CGRF:

• Name and Address of the Complainant
• Distribution Licensee: WBSEDCL (West Bengal State Electricity Distribution Company Limited)
• Reference/Acknowledgment Number of Previous Complaints
• Service Connection or Account Number
• A concrete and detailed written petition about the grievance along with enclosures in 3 copies
• Nature and Detailed Description of the Complaint
• Relevant Documents: Attach copies of bills, receipts, or pertinent correspondence.
• Relief Sought from the Forum
• A copy of the plaint and the status of the court case or the order copy, if the case has already resulted or is pending in any court.

Tip: You can also lodge a written grievance application on plain paper or use the prescribed format.

If submitted in person at the regional office, obtain an immediate acknowledgement receipt from the Regional Grievance Redressal Officer (RGRO) of the Forum. For those submitted through post/email/fax, the receipt will be provided within 7 working days.

Please Note: The WBSEDCL CGRF Forum will take a maximum period of 60 days to deliver the final order after the date of grievance receipt.

These are the contact details of the Regional and Central CGRF Offices and designated RGRO/PGROs.

Regional Grievance Redressal Officers (RGRO), WBSEDCL

Contact details, such as phone number, email, and address, of the WBSEDCL Regional CGRF offices to lodge your electricity grievance, are provided below.

1. Regional Office, Bidhannagar

Jurisdiction:

2. Regional Office, 24 Pargana (N)

Jurisdiction:

3. Regional Office, 24 Pargana (S)

Jurisdiction:

4. Regional Office, Howrah

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5. Regional Office, Hooghly

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6. Regional Office, Purba Burdwan

Jurisdiction:

7. Regional Office, Paschim Burdwan

Jurisdiction:

8. Regional Office, Birbhum

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9. Regional Office, Nadia

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10. Regional Office, Murshidabad

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11. Regional Office, Malda

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12. Regional Office, Paschim Midnapur

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13. Regional Office, Purba Midnapore

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14. Regional Office, Bankura

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15. Regional Office, Purulia

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16. Regional Office, Uttar Dinajpur

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17. Regional Office, Darjeeling

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18. Regional Office, Jalpaiguri

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19. Regional Office, Cooch Behar

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20. Regional Office, Dakshin Dinajpur

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21. Regional Office, Alipurduar

Jurisdiction:

If still not resolved, escalate your grievance to the CPGRO at the head office of WBSEDCL.

Central Grievance Redressal Officer (CGRO), WBSEDCL

While escalation, include reference/acknowledgement receipt of the previous complaint within your grievance application form.

Contact The Central Grievance Redressal Officer (CGRO) using the below details:

If your lodged grievance has not been resolved to your satisfaction by WBSEDCL’s CGRF, you can file an appeal against WBSEDCL to the Electricity Ombudsman in West Bengal.

Level 3: Electricity Ombudsman, West Bengal

The Electricity Ombudsman Office, operating under the authority of the West Bengal Electricity Regulatory Commission (WBERC) and governed by the WBERC (Consumer Grievance Redressal Forum & Electricity Ombudsman) Regulations and the Electricity Act, 2003, functions as an independent quasi-judicial entity for addressing consumer disputes with licensees.

Consumers who are not satisfied with the final order or have unresolved complaints from the RGRO at the Regional Office or CGRO of the Consumer Grievance Redressal Forum (CGRF) of WBSEDCL within 60 days can file a complaint with the Electricity Ombudsman (EO).

To appeal to the Ombudsman Office, you must submit your representation form within 20 days of receiving the final order from the RGRO/CGRO of WBSEDCL Forum. You can use the provided link to submit your appeal:

• Click: File a Complaint to the Electricity Ombudsman, West Bengal

Important Note: No charges are applicable for filing your petition.

If you are dissatisfied with the order of the Electricity Ombudsman, you have the option to further appeal before the respective regulatory authority (WBERC),  APTEL, or pursue legal action by approaching the appropriate judicial authority such as the High Court of West Bengal.

Frequently Asked Questions

Q. What is the electricity customer care number to register a complaint with WBSEDCL?
A. You can register your complaint with WBSEDCL by calling their Complaint Number – 19121 or messaging on WhatsApp at +918900793100 (For Defect/Danger).

Q. What should I do if my complaint is not resolved by WBSEDCL’s Customer Care Representatives or Sub-divisional Office?
A. If your complaint remains unresolved, you can escalate the grievance to the Consumer Grievance Redressal Forum (CGRF) within 90 days from the date of occurrence of the issue.

Q. What can I do if I’m not satisfied with the resolution provided by the CGRF of WBSEDCL?
A. If you’re not satisfied with the final order or have unresolved complaints from the Consumer Grievance Redressal Forum (CGRF) within 60 days, you can file a complaint with the Electricity Ombudsman of West Bengal at WBERC.

Q. How can I apply for a new domestic, commercial or other LT connection for an applied load up to 200 KVA?
A. You can apply for a new LT connection online through the WB Silpasathi Portal or offline by visiting the nearest Customer Care Centre (CCC) of WBSEDCL. You will need to fill up an application form and:

• Submit the required documents, such as proof of identity, proof of ownership or occupancy of premises, load details, etc.
• Also need to pay the applicable fees, such as security deposit, service line charge, meter rent, etc.
• After your application is processed and approved, you will receive a quotation letter from WBSEDCL with the details of the connection.
• Finally, you will need to accept the quotation and pay the final charges within 30 days. Then, WBSEDCL will provide you with the new LT connection within the stipulated time frame.

Reference

• West Bengal State Electricity Distribution Company Limited (wbsedcl.in)
• Grievance_Redressal_Procedure.pdf (wbsedcl.in)