Complaints about new connections, billing, supply failures, and other matters relating to electric power services are to be handled expeditiously by LESCO through consumer service centers and one-window operations.
Complaints Regarding New Connections
Issues such as non-availability of application forms, shortage of material, or delay in issuing demand notices should be addressed promptly according to the applicable procedures and time schedules.
Complaints Regarding Billing
Typical billing complaints and response windows include:
- Errors in bills due to wrong readings or miscalculation: within 7 days.
- Tariff change issues: within 30 days.
- Defective meter billing cases: within 2 billing cycles.
- Wrong surcharge application: within 3 days.
- Adjustments such as due-date extensions or surcharge waivers: within 3 days.
- High average bills needing correction: within 15 days.
- Detection bill disputes: decision within 15 days, or 7 days where the bill is based on assumptions without evidence.
- Wrong billing due to wrong meter reading: within 3 days.
- Delay in first bill for a new connection: within 2 billing cycles.
- Duplicate bill issuance: same-day service through the relevant office or service center.
All billing complaints should be registered at the Sub-Divisional Office, Consumer Service Center, or One-Window Operation, where the expected rectification date is communicated to the consumer.
Complaints Regarding Failure of Electric Supply
Technical complaints may include individual supply failure, collective outages, transformer faults, feeder tripping, voltage fluctuation, tree branches touching lines, defective jumpers or insulation, kite string entanglement, current leakage, low voltage, and other quality of supply issues.
Priority of Attendance
- Current leakage should be addressed immediately.
- Collective complaints should be attended before individual complaints.
- Damaged transformers may be replaced by trolley-mounted units until permanent replacement is available.
- Tree trimming and preventive maintenance should be performed as scheduled.
- Low-voltage complaints and sub-standard quality complaints should be investigated and rectified.
Complaint Monitoring and Contact Channels
LESCO maintains complaint offices operating round the clock, including on holidays, under the supervision of senior officers and complaint cells. A central call center is also available through telephone 118.
Dedicated arrangements should also exist for elderly and handicapped consumers. LESCO's online consumer services section may provide billing status, billing history, tariff information, downloadable forms, and other consumer resources.