Electricity Consumer Rights in India: Connections, Bills and Outage Compensation

1. New Connection Timelines

Under national rules, DISCOMs must provide a new connection or modify an existing load within a fixed number of days after receiving a complete application:

• Metro Cities: Within 7 days of application.
• Other Municipal Areas: Within 15 days.
• Rural Areas: Within 30 days.
• Penalty for Delay: If the DISCOM fails to release the connection within these timelines, they are liable to pay a daily compensation/penalty to the consumer.

2. Meter Installation and Testing Rights

Consumers have specific protections regarding electricity meters:

• Testing of Meters: If you suspect your meter is running fast or reading incorrectly, you have the right to request a meter test. The DISCOM must install a certified 'check meter' or test the existing meter at a third-party laboratory within 30 days of receiving your test request fee.
• Burned Meters: If a meter burns out or is damaged, the DISCOM must inspect and replace it within 24 hours in urban areas, and 72 hours in rural areas.

3. Billing Dispute Resolution Rules

• Provisional Billing: DISCOMs cannot issue provisional bills for more than two consecutive billing cycles without physical reading, except in force majeure situations.
• Billing Errors: If you receive an inflated bill, you have the right to file a dispute. The DISCOM must resolve the billing error within 30 to 45 days.
• Disconnect Rules: A DISCOM cannot disconnect your power supply without serving a written notice of at least 15 clear days.

4. Compensation for Service Deficiencies

State Electricity Regulatory Commissions (SERCs) define the compensation amounts for utility failures:

• Prolonged Outages: If power is cut beyond the scheduled maintenance window without notice, the DISCOM must pay compensation.
• Failed Connection Timeline: Daily penalty ranging from ₹100 to ₹500 for every day of delay in releasing a new connection.
• Delay in Bill Correction: Penalty for every week the bill remains uncorrected beyond the 30-day window.

5. Step-by-Step Grievance Escalation Path

If your electricity board (e.g., BESCOM, Torrent Power, UPPCL) ignores your complaints:

• Stage 1: Internal Grievance Cell. Register a complaint on the DISCOM's customer care portal or toll-free number.
• Stage 2: Consumer Grievance Redressal Forum (CGRF). Every DISCOM has an independent CGRF. File a written petition containing your billing/connection details.
• Stage 3: Electricity Ombudsman. If CGRF does not pass an order within 45 days, or if you are unsatisfied with the decision, file an appeal to the State Electricity Ombudsman.