WZPDCL Helpline: Register an Electricity Complaint to West Zone Power Distribution Company Limited (WZPDCL)

Founded in November 2002, West Zone Power Distribution Company Limited (WZPDCL), is a state-owned utility and electricity distribution company in Bangladesh. It plays a crucial role in electricity generation, transmission, and distribution. WZPDCL, operating since April 1, 2005, focuses on reducing losses and strengthening finances in the Western Zone, covering Khulna Division, Barisal Division, and Greater Faridpur.

The Divisions of WZPDCL electricity distribution:

• Khulna Division: Khulna, Bagerhat, Satkhira, Jashore, Narail, Jhenaidah, Magura, Kushtia, Meherpur, and Chuadanga
• Dhaka Division: Faridpur, Rajbari, Madaripur, Shariatpur, and Gopalgonj
• Barishal Division: Barishal, Jhalokati, Pirojpur, Patuakhali, Borguna, and Bhola

Have complaints about WZPDCL electricity services? Begin by registering your electricity-related complaint with the Customer Service Department of WZPDCL. Complain by calling the toll-free WZPDCL hotline or Power helpline number. Additionally, submit an online complaint through the WZPDCL mobile app.

Common issues include:

• Electricity Supply Disruption
• Power Outages
• Transformer Failure
• Electricity Bill Correction
• Name/Mobile/Email Correction
• Change of Ownership
• Change of Address
• Meter Inspection
• Meter Change/Shift
• Tariff Changes
• Load Changes
• New electricity connection

Still not resolved or dissatisfied? Escalate the complaint to the Grievance Redressal level (Officer-in-Charge). For further escalation, lodge a grievance with the Appellate Officer at WZPDCL.

How to File an Electricity Complaint to WZPDCL?

As per the Citizen’s Charter of West Zone Power Distribution Company Limited (WZPDCL), the grievance redressal mechanism is divided into three levels to ensure the effective and efficient resolution of customer concerns.

Grievance Redressal Time Limit:

3 Levels of lodging an electricity complaint:

• Level 1: Customer Service, WZPDCL
  • WZPDCL Power Hotline
  • Toll-free helpline number
  • Email & App
  • Online complaint registration
• Level 2: Officer-In-Charge (Grievance Redressal), WZPDCL
• Level 3: Appellate Officer, WZPDCL

If not satisfied with the final resolution, you may escalate the matter to the Central Services of the Electricity Department within the Power Division through the Grievance Redressal System (GRS) of the Government of Bangladesh.

Additionally, you can file an appeal with the Bangladesh Energy Regulatory Commission (BERC) to address and resolve your dispute with WZPDCL.

Level 1: Customer Care, WZPDCL

At the initial level, customers can contact WZPDCL’s Customer Service department as the primary point of contact for registering electricity complaints. To report concerns, call the Power Hotline or visit local customer service centres in the respective division.

When communicating your issue, be sure to provide the following details:

1. Name
2. WZPDCL Customer ID (if applicable)
3. Nature of the power issue
4. Description of the issue, including the location of the incident (if requested)

Customer Service Number

Official customer helpline numbers of WZPDCL to lodge an electricity complaint:

Note: Not resolved to your satisfaction at this stage? You can escalate the matter to the next level.

File a Complaint Online

Residents have the option to file an electricity complaint online with WZPDCL through the grievance redressal form and various platforms such as mobile apps and social channels.

The customer service includes:

• E-Bill: WZPDCL electricity bills, including corrections, tariff charges, erroneous bills, refunds, and payment transactions.
• Meter: Inspection, shifting, changing, or testing.
• Account: Changes, ownership transfers, correction of personal information, and new power connections.
• Power Supply: Power outages, load changes, shutdown problems, or disconnection/ reconnection

Official details to file an electricity complaint to the WZPDCL Customer Service Department:

Note: Not resolved to your satisfaction? You can escalate the submitted complaint to the Officer-In-Charge (Grievance Redressal), WZPDCL.

Divisional Customer Care Number

Contact to respective divisional office of WZPDCL:

1. Khulna Circle

2. Jashore Circle

 3. Kushtia Circle

4. Faridpur Circle

5. Barishal Circle

6. Patuakhali Circle

Need more information? Contact the concerned divisional office of WZPDCL.

Level 2: Officer-In-Charge, Grievance Redressal WZPDCL

If your complaint is not resolved after reporting it to the West Zone Power Distribution Company Limited (WZPDCL) Customer Service Department, or if it demands additional attention, escalate the matter to the Grievance Redressal level. In this stage, an Officer-in-Charge, appointed by WZPDCL, will meticulously examine the case and implement necessary measures to resolve the grievance.

Tips – Include the reference number or acknowledgement details from your previous complaint when escalating the grievance.

Contact details to escalate the electricity complaint to WZPDCL:

Still not satisfied with the final order of the GRS Officer? You may escalate the disputed matter to the Appellate Officer, WZPDCL.

Level 3: Appellate Officer, WZPDCL

If dissatisfied after Level 2 resolution with the GRS Officer, WZPDCL customers can escalate to the Appellate Officer for an independent review and final decision, ensuring fairness and impartiality.

Official details to escalate an unresolved complaint to the Appellate Officer:

Note: Still not satisfied with the final order of Appellate Officer? You can approach these authorities:

• Power Division, BERC
• Bangladesh Energy Regulatory Commission (BERC)

Reference

• Citizen Charter (wzpdcl.gov.bd)
• Contact – West Zone Power Distribution Company Ltd.- (wzpdcl.gov.bd)
• West Zone Power Distribution Company Ltd.- (wzpdcl.gov.bd)