Uttarakhand Power Corporation Limited (UPCL) is owned by the state government of Uttarakhand. It is the main distributor of electricity services in Uttarakhand. In the Himalayan state, it provides services in almost 13 districts.
Sometimes, customers face many issues like power supply failure, electricity bill payment arrears and transaction issues, transformer failure, and other electricity complaints. Many people don’t even know the helplines and the right procedure to register complaints.
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Have complaints about UPCL electricity services? Register complaints at the online portal or call on the official toll-free customer care numbers.
These helplines are verified by the Complaint Hub. Also, escalate your case by lodging grievances in CGRF and, Electricity Ombudsman Office, Uttarakhand.
Level 1: File a Complaint to Customer Care, UPCL Electricity Board
If you are a customer of UPCL, you can register your complaints in two ways. One, you can call on the official toll-free customer care numbers and verified helpline numbers of the Electricity Board, UPCL. Second, register an online complaint.
- UPCL Complaint Number: 1912, 18004190405
- Helpline Number: 0135-2760911 (power theft)
- Email: customercare@upcl.org, epayment@upcl.org
- Complain online to UPCL: File a complaint
Provide the following details to the customer support executive:
- Connection number
- Name of consumer
- Phone number
- Address of the premise/location
- Description of the issue
- Any supporting documents (in case of online complaint)
Don’t forget to note down the reference ID of your submitted complaint.
To pay your electricity bills online or access online consumer services, visit the consumer portal of UPCL.
Tips – If your complaint is not resolved in the given time or you are unsatisfied with the final decision of UPCL Electricity Board, approach the Consumer Grievance Redressal Forum (CGRF) of UPCL.
Level 2: Lodge a Grievance to Consumer Forum of UPCL
As you know, you can lodge a grievance to the Electricity Consumer Grievance Redressal Forum (CGRF), UPCL, if your complaint is not redressed by the UPCL or by its licensee or distributor.
Instructions:
- Lodge a grievance within 30 days after receiving the final decision.
- The grievance will not be accepted if – 1. The decision is pending in any court, another forum, or already lodged the same grievance.
- You will have to submit a written application or register a complaint on the telephone call to the concerned CGRF forum.
Procedure:
Write the application including the following details:
- Name and address of the CGRF, Forum
- Subject
- Connection Number
- Licensee/Distributor Name
- Complaint Type
- Complaint Description
- Personal Details
- Attach Documents
- Provide your signature
Send this application with documents by post to the CGRF forum concerned in your area. You can submit it yourself.
Contact Details of Regional CGRF Forum
| Regional CGRF Forum, UPCL | Address, E-mail, and Phone No. |
|---|---|
| Dehradun | Address: Consumer Grievances Redressal Forum, UPCL, VCV Gabar Singh Urja Bhawan, Kanwali Road, Dehradun. Pin-248001 Phone: 01352763672, 01352763675 |
| Srinagar (Garhwal) | Address: Consumer Grievances Redressal Forum, UPCL, Superintending Engineer Office/ Campus, Inter College Road, Srinagar (Garhwal), Pin-246174 Phone: 01346252137 |
| Haldwani | Address: Consumer Grievances Redressal Forum, UPCL, Kumaon Zone, 132 KV Substation Campus, Near C.E.(Distribution) office, P.O. Kathgodam (Haldwani), Nainital Phone: 05946266223 Email: cgrf.kumaoun@gmail.com |
| Rudrapur | Address: Consumer Grievances Redressal Forum, UPCL, 33 kV Electricity Substation, Sector-2 SIDCUL, Pantnagar, Rudrapur, Pin-263153 Phone: 05944240503 Email: cgrfrudrapur@gmail.com |
| Uttarkashi | Address: Consumer Grievances Redressal Forum, UPCL, Electricity Distribution Division premises, Ladari, Uttarkashi, Pin Code – 249193 |
| Haridwar | Address: Consumer Grievances Redressal Forum, UPCL, Industrial Area, Hill By-Pass Road, Haridwar, Pin- 249401 Phone: 01334265389 |
| Karanprayag | Address: Consumer Grievances Redressal Forum, UPCL, Office Near Badrinath National Highway-58, Gauchar (Bhatnagar), District-Chamoli, Pin-246429 |
| Almora | Address: Consumer Grievances Redressal Forum, UPCL, Electricity Distribution Division, 33/11 Sub-Station Campus, Lakshmeshwar, Almora, Pin – 263601 |
| Pithoragarh | Address: Consumer Grievances Redressal Forum, UPCL, Electricity Distribution Circle premises, Baderwala, Pithoragarh, Pin-262501 |
Not resolved by the CGRF or unsatisfied with the redressal? You can file a petition or appeal in the Electricity Ombudsman Office, Uttarakhand Electricity Regulatory Commission.
Appeal to Electricity Ombudsman, Uttarakhand
Customers of UPCL can appeal to the Electricity Ombudsman under the Electricity (Regulation) Act, 2013 to get redressal of the grievance that is not resolved in the given time by CGRF or be unsatisfied with the final decision of CGRF.
Required Details to File Petition in Ombudsman Office:
- The appeal must be filed within 30 days of the final decision of the CGRF
- Appeal within 30 days of the expiry of the given time to resolve your issue (Usually 90 days)
- 3 copies of the application and attached documents.
- Copy of the Final decision of the CGRF
- Copy of the Application form with attached documents that were submitted to CGRF
- Any supportive documents in the Favour of your case.
Send the representation or application form to the official address of the Electricity Ombudsman, Uttarakhand.
- Address: Ombudsman (Electricity), Uttrakhand Electricity Regulatory Commission, 80 Vasant Vihar, Phase I, Dehradun, Pin – 248001.
- Phone – +911352762120
- E-mail – elec.ombudsman.uk@gmail.com
- Web – UERC (e-filing)
If you are unsatisfied with the final order then you can approach the Appellate Tribunal for Electricity, the High Court of the State.
Complaint Resolution Timeline
The time for the nature of complaints that have been taken by the UPCL.
1. Power Supply Failure
| Type of Service/Issue | Time Limit |
|---|---|
| Fuse blew out or MCB Tripped (in case fuse or MCB belongs to Licensee i.e. pole or feeder pillar issue) | Within 4 hours for Urban areas Within 8 Hours of rural areas |
| Service link Broken The service line snapped from the pole |
Within 6 hours for urban areas Within 12 hours for rural areas |
| Fault in distribution line/system | Rectification of fault and thereafter Restoration of normal power supply within 12 hours |
| The distribution transformer burnt/failed | Replacement of failed transformer within 48 hours |
| HT mains failed | Rectification of fault within 12 hours |
| The problem in the grid (33kV or 66kV) substation | Repair and restoration of supply within 48 hours |
| Failure of the Power Transformer | Rectification is to be completed within 15 days |
2. Billing, Meter, and Other Complaints of Services
- Billing
| Type of Service/Issue | Time Limit |
|---|---|
| First Bill | Within 4 billing cycles, your complaint is not resolved or unsatisfied with the resolution of the UPCL. |
- Transfer of consumer’s connection and conversion of the services
| Type of Service/Issue | Time Limit |
|---|---|
| Change of consumer’s name due to change in ownership/occupancy for the property | Within two billing cycles of acceptance of the application |
| Transfer of consumer’s name to the legal heir | Within 2 billing cycles of acceptance of the application |
| Load reduction | 30 days after receipt of the application |
| Change of category | Within 10 days of acceptance of the application |
- Disconnection/Reconnection of Supply
| Type of Service/Issue | Time Limit |
|---|---|
| Change of category | Licensee to carry out a special reading and prepare the final bill, including all arrears up to the date of billing, within 5 days of receiving such request |
| Request for reconnection | In case the consumer requests for reconnection within six months after disconnection, the Licensee shall reconnect the consumer’s installation within 5 days of the payments of past dues, and reconnection charges |
- Meter Complaints
| Type of Service/Issue | Time Limit |
|---|---|
| Testing of Meter | Within 15 days of receipt of the complaint |
| Replacement of burnt meter | Within 6 hours restoration of supply by bypassing the burnt meter. The meter is to be replaced within 3 days. |
| Replacement of defective Meter | Within 15 days of declaring the meter defective |
- Voltage complaints
| Type of Service/Issue | Time Limit |
|---|---|
| Local problem | Within 4 hours |
| Tap of Transformer | Within 3 days |
| Repair of distribution line/transformer/capacitor | Within 30 days |
| Installation & Up-gradation of HT/LT System | Within 90 days |
| Damage to consumer’s apparatus due to Voltage Fluctuations | Immediate |
Frequently Asked Questions
Q. How can I pay the Electricity Bill of UPCL?
A. Visit the UPCL Quick Bill Payment portal to pay your bill online, use the account number to get the amount of the due bill.
Q. How can I apply for a new electricity connection to UPCL in Uttarakhand?
A. If you want to apply for a new electricity connection to UPCL, visit the New Connection Registration of UPCL portal and select the domestic or non-domestic connection. Fill out the application form, submit it, and pay the fee.
Q. What are the Documents required to apply for a New Electricity Connection at UPCL?
A. List of Required documents for UPCL New Connection:
- Proof of Ownership or Occupancy
- Sale deed or lease deed
- Registered General Power of Attorney
- Municipal tax receipt or Demand Notice
- Letter of allotment
- Statutory Permission/Registration
- Proof of making for approval/permission/NOC of competent authority
- In the case of a partnership firm, the partnership deed and list of partners along with their certified addresses.
- In the case of a Limited Company, Memorandum of Association, Article of Association, Certificate of incorporation, and list of directors along with their certified address.
- Identity Proof
- For individuals – One of these: Aadhar Card, Electoral Identity Card, Passport, Driving License, Photo ration card, Photo identity card issued by a government agency.
- For companies, Firm, Trust, schools/colleges, Government departments etc. – The application shall be signed by the competent authority
Q. Where can I track the status of the new electricity connection of UPCL?
A. If you have already applied for a new electricity connection through the UPCL portal, you can visit the new service connection status page to track your status. Enter the registration number or reference number to get the status of your connection.
Q. What are the fees and service charges of UPCL to get a new electricity connection in Uttarakhand?
A. To know the official service charges for a new connection, download the prescribed fee information document. Read the LT and HT Fee and Service Charges policy.
Q. Where should complain if I’m facing issues with the new online electricity connection application?
A. If you are facing any issues while applying for a new connection through the online portal of UPCL, you can call on 1912 to get help. Call on this customer care number of UPCL and register your issue.
Q. Where can I complain about the final decision of the UPCL or its Licensee?
A. If you are unsatisfied or the complaint is not resolved by your concerned licensee or Electricity distributor of UPCL, you can approach the Consumer Grievance Redressal Forum, UPCL to lodge a grievance against UPCL. If your issue is not resolved or unsatisfied with CGRF, You can further approach or file a petition to the Electricity Ombudsman Office, UERC.
Q. How can I track the status of the electricity supply outage or power-off by UPCL?
A. You can visit “Urja Mitra UPCL” to track the status of ongoing or scheduled power supply outages in your circle and area.
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