Support

Consumer Complaints

Complaints in respect of new connections, meter reading and billing, electric supply failures and other matters relating to supply of electric power services shall be handled by IESCO expeditiously.

In order to redress consumer complaints, Consumer Services Centers shall be approached for all types of complaints. Additionally, One Window Operations are established in IESCO offices wherein all types of complaints are received from consumers, who are given acknowledgement with definite dates for replies according to the time frame for handling and redressal of such complaints.

Complaints Regarding New Connections

Complaints in respect of non-availability of Application Form, Power Supply Contract, other material, or delay in issuance of Demand Notices shall be attended properly. Connections shall be given as per procedure and time schedule laid down in the Consumer Service Manual.

Complaints Regarding Billing

  • Errors in bills arising from wrong meter readings or wrong calculation of charges — within 7 days from receipt of complaint.
  • Tariff changes — within 30 days from receipt of complaint.
  • Replacement of defective meters — as soon as possible but not later than 2 billing cycles.
  • Wrong application of LPS (e.g. late receipt of bank scrolls or loss of a scroll) — within 3 days of receipt of complaint.
  • Adjustments including extension of due date and waiver of LPS — within 3 days from receipt of complaint.
  • Where bill delivery is delayed and consumers do not get seven clear days for payment, competent officers of IESCO can extend the due date for payment without LPS.
  • Complaints regarding detection bills — settled within 15 days from date of receipt of complaint.
  • First bill for a new connection should be issued within two months of the date of connection; such complaints need redressal within fifteen days.
  • Inclusion of paid amounts in next month's bills — Revenue Officers, Bank Managers, or Post Office In-charge can amend the bill on the same day upon production of the paid bill.
  • Arithmetical errors — can be corrected forthwith by RO/AM(CS) and SDO/AM(O) upon complaint.
  • Issuance of duplicate bills — SDO/AM(O), RO/AM(CS), and Customer Services Center In-charge are authorized to issue duplicate bills on the same day. Consumers can also download bills from the IESCO website.
  • Change of Tariff complaints — resolved within 30 days from receipt of complaint.

All the above complaints shall be registered at the Sub Divisional Office, Consumer Service Center, or One-Window Operation of IESCO. These complaints shall be monitored by IESCO's Complaint Cells.

Complaints Regarding Failure of Electric Supply

Common complaints include:

  • Individual complaints regarding failure/fluctuation of supply voltage and other locally rectifiable technical issues.
  • Collective complaints due to faults on 11 kV feeders.
  • Collective complaints due to blown fuses on 11 kV side of distribution transformer.
  • Collective complaints due to damage of distribution transformers.
  • Frequent tripping of 11 kV feeders.
  • Branches of trees touching HT/LT lines.
  • Defects in HT/LT jumpers, insulators, etc.
  • Strings from kite flying entangled with HT/LT lines.
  • Leakage of current in poles/structures/equipment.
  • Low voltage at consumer premises.
  • Fluctuations due to deposits on copper/aluminum joints.
  • Substandard quality of supply/maintenance.
  • Any other technical complaint.

Priority order for attending complaints:

  • Leakage of current — immediately upon receipt of complaint.
  • Collective complaints of consumers.
  • Individual complaints of consumers.
  • In case of transformer damage, supply shall be restored through a trolley or alternate transformer until replacement.
  • Trimming of tree branches and preventive maintenance shall be conducted per an advertised schedule.
  • Low voltage complaints shall be investigated by SDO/AM(O) with appropriate remedial measures.

Consumer Services

IESCO shall develop an online complaint management system for consumers. Furthermore, the following documents shall be made available on IESCO's website:

  • Consumer Service Manual
  • Performance Standards (Distribution) Rules, 2005
  • Consumer Eligibility Criteria, 2003
  • Tariff terms and conditions

Special arrangements shall be made for handling complaints of ladies, senior citizens, and persons with disabilities.