How to File a Complaint About BESCOM Electricity Billing Issues

It can be quite confusing and sometimes frustrating when you receive an electricity bill that just doesn’t seem right. Understanding your rights and knowing the proper steps to take can make a big difference. This guide will help you understand how to complain about electricity billing issues with BESCOM, making sure your voice is heard and your problem is addressed fairly.

Getting to Know Your Electricity Bill

Before you even think about complaining, it’s really helpful to understand what your electricity bill actually tells you. Think of it like a report card for your electricity usage. Knowing what to look for can help you spot any errors quickly.

Things to Check on Your Bill

When your bill arrives, take a moment to look at these important details:

• Your Account Number: This is a unique number that identifies you as a customer. Make sure it’s correct.
• Your Name and Address: Double-check that your personal details are accurate.
• Billing Period: This shows the dates for which you are being charged, for example, from the 1st of January to the 31st of January.
• Meter Readings: Look for the “previous reading” and the “current reading.” The difference between these two numbers shows how much electricity you’ve used.
• Units Consumed: This is the total amount of electricity you’ve used, measured in ‘units’ or ‘kilowatt-hours (kWh)’.
• Tariff Details: This explains the rate at which you are being charged per unit.
• Total Amount Due and Due Date: This is how much you need to pay and by when.
• Any Extra Charges: Sometimes there are additional charges, like taxes or previous arrears. Understand what these are for.

Common Reasons You Might Complain About Your Bill

You might feel the need to complain if you notice any of these issues:

• High Bill Without Explanation: Your bill is much higher than usual, but your electricity use hasn’t changed. This could be due to a wrong meter reading.
• Incorrect Meter Reading: The meter readings on your bill don’t match what you see on your actual meter at home.
• Charges for Services Not Received: You’re being charged for something you didn’t use or get.
• Double Billing: You received two bills for the same period, or you were charged twice for the same amount.
• Delayed Bill Delivery: Your bill arrived so late that you have very little time to pay it, or you didn’t receive it at all.
• Incorrect Personal Details: Your name or address is wrong on the bill.

Getting Ready to File Your Complaint

Being prepared is key to making sure your complaint is handled smoothly. Gathering all the necessary information beforehand will save you time and help BESCOM understand your issue faster.

What Papers You’ll Need

It’s a good idea to have these documents ready:

• Copies of Your Previous Bills: These show your past usage and can help prove a sudden change.
• Your Most Recent Bill: The specific bill you are complaining about.
• Proof of Payment: If your complaint is about a payment not being recorded, show your receipts or bank statements.
• Photos of Your Meter: If you suspect an incorrect meter reading, a clear photo of your meter with the date can be very helpful.
• Any Previous Letters or Emails: If you’ve already tried to contact BESCOM about this issue, keep copies of that communication.

Key Details to Have Ready

When you contact BESCOM, make sure you have these specific pieces of information at your fingertips:

• Your BESCOM Account Number: This is vital for them to find your records.
• Your Registered Phone Number and Email Address: This allows them to contact you easily.
• The Exact Dates of the Issue: For example, “The bill for February 2024, dated 5th March 2024.”
• A Clear Description of the Problem: Explain simply what is wrong. For instance, “My meter reading is 12345, but the bill says 12543.”
• What You Believe Would Be a Fair Solution: Do you want the bill corrected? A refund?

Your First Move: Talking Directly to BESCOM

Your first step should always be to contact BESCOM directly. They are usually the best people to help you fix a billing problem quickly. There are several ways to reach out.

Calling BESCOM for Help

The quickest way to get an immediate response is often by phone. Look for the customer care number on your bill or on the official BESCOM website. When you call, explain your problem clearly and calmly. Always ask for a complaint reference number and write it down, along with the date and time of your call and the name of the person you spoke to. This is your proof that you contacted them.

Writing an Email to BESCOM

If you prefer to have a written record from the start, sending an email is a good option. Find their official customer service email address on their website. In your email, include all the key details you’ve prepared, and attach copies of your relevant documents. Keep a copy of the email you send for your records.

Visiting a BESCOM Office in Person

For some, speaking to someone face-to-face is the most reassuring option. You can visit your nearest BESCOM subdivision or service station. Bring all your documents with you. Make sure you get an acknowledgement slip or a stamped copy of your complaint letter, confirming that they have received your complaint.

Using BESCOM’s Online Complaint Form

Many service providers, including BESCOM, offer online complaint forms on their official websites. This is a convenient way to submit your issue. Fill in all the required fields accurately and upload any necessary documents. Once submitted, you will usually receive a unique complaint ID, which you can use to track the progress of your complaint.

What Happens When You Reach Out

Once you’ve made contact, BESCOM will register your complaint and give you a reference or complaint ID. They will then look into your issue. This might involve checking their records, reviewing meter readings, or even sending someone to your home to inspect the meter. They should then get back to you with a resolution or an explanation.

When Your First Complaint Doesn’t Fix It

Sometimes, your first attempt to resolve the issue with BESCOM might not lead to a satisfactory outcome. Don’t worry; there are further steps you can take within BESCOM.

Taking Your Complaint Higher Up at BESCOM

If you’re not happy with the initial response or if your problem hasn’t been solved, you can escalate your complaint within BESCOM. This means taking your complaint to a more senior officer, such as the Assistant Executive Engineer (AEE) or the Executive Engineer (EE) of your local subdivision or division. You can usually find their contact details on the BESCOM website or at your local office. Explain that you’ve already tried the first step and are still awaiting a proper resolution.

Reaching Out to the BESCOM Grievance Officer

BESCOM has a dedicated Grievance Redressal Officer or Forum specifically for unresolved customer complaints. This is the next level within BESCOM’s internal system. You can submit your complaint to them, providing all your previous complaint details and the reasons why you are still not satisfied. They are there to look into issues that haven’t been sorted out by the initial customer service teams.

Still No Resolution? Taking Your Complaint Outside BESCOM

If you have tried all the steps within BESCOM and your problem remains unresolved, you can seek help from independent bodies. These organisations are set up to protect consumers like you.

Getting Help from the Consumer Grievance Forum (CGRF)

The Consumer Grievance Redressal Forum (CGRF) is an independent body that handles complaints from electricity consumers that haven’t been resolved by the electricity provider. It acts as a neutral third party. You can submit a written complaint to the CGRF in your area, providing all the details of your issue, copies of your bills, and all the correspondence you’ve had with BESCOM. The CGRF will hold hearings and try to mediate a fair solution.

Learning About the Electricity Regulator (KERC)

If even the CGRF cannot resolve your issue to your satisfaction, you have one more important avenue: the Karnataka Electricity Regulatory Commission (KERC). KERC is the main body that oversees all electricity companies in Karnataka, including BESCOM. They ensure that electricity providers follow the rules and that consumers are treated fairly. KERC also appoints an Electricity Ombudsman, who is a senior official specifically tasked with hearing appeals against decisions made by the CGRF. You can approach the Electricity Ombudsman if you are still unhappy after the CGRF’s decision. This is usually the final step in the complaint process.

Key Things to Keep in Mind

Throughout this process, remember these two crucial points. They will greatly help you in getting your issue resolved.

Always Keep a Record of Your Complaint

This is perhaps the most important piece of advice. For every step you take, make sure you keep a record. This means:

• Dates and Times: Note down when you made a call, sent an email, or visited an office.
• Reference Numbers: Always get and save any complaint or ticket reference numbers.
• Names of People: If you speak to someone, try to get their name or employee ID.
• Copies: Keep copies of all emails, letters, forms, and documents you submit.
• Proof of Delivery: If sending physical mail, consider using registered post for proof of delivery.

These records are your evidence and can be very important if your complaint needs to be escalated.

Understanding Your Rights as an Electricity User

As an electricity consumer, you have certain rights. You have the right to:

• Accurate Billing: Your bill should correctly reflect your electricity usage.
• Reliable Supply: You should receive a consistent electricity supply.
• Transparent Information: You should be able to understand your bill and how charges are calculated.
• A Clear Complaint Process: You have the right to a straightforward and fair process for addressing your concerns.

Knowing your rights empowers you to pursue your complaint with confidence. Remember, you are seeking a fair resolution, and the system is designed to help you achieve that.