For any supply related grievances like Fuse Blown (No Supply) / Burnt Meter / Shock / Fire / Building Collapse / Water Falling on service position / Voltage fluctuations etc, the consumers shall lodge the complaints in the respective Fuse Control Centres of their area. (List attached - Annexure A) by providing the following details.

1. Bill No./ Meter No./ Installation No - (Any one of )

4. Brief description of the complaint.

a) After lodging the complaint, BEST's Fuse-man will inspect the site and in most cases restore the supply. In case of faulty or burnt meter, he will consult the concerned officers and will replace the same either from local fuse centers or from a centralised location. The fuse-man will request the consumer to give an Undertaking on a form which is available with him agreeing to make the payment of burnt meter charges through the subsequent electricity bills and also for amendment of electricity bills if necessary.

b) In case of Shock / Fire / Building Collapse / Water Falling on service position, the supply to the entire building will be disconnected either by Fire Brigade or by BEST whoever is reaching the site first. The supply will be restored only after the installation is set right by the consumer through Licensed Electrical Contractor and permission from Electrical Inspector / Fire Brigade is submitted wherever necessary.

d) In case of area off supply or off supply to High Voltage consumer the consumer shall contact the Supervisory/ System control

For all billing complaints such as High Consumption, Stopped Meter, Change in Name and Address, Disconnection of meter of vacant premises, Reconnection of supply, Refund of Security Deposit etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached - Annexure A) by providing the following details :-

a) On receipt of the complaint and its scrutiny, if it is found necessary, inspection and site testing of the meter will be carried out. If the meter is found to be stopped or defective, the meter will be replaced after obtaining Undertaking from the consumer, agreeing to pay the amended bills issued subsequently as per rules in force.

b) For Change of Name and correction in address, consumers will have to submit the duly completed Change of Name form along with prescribed fees, documentary evidence in the office. Necessary Security Deposit towards one billing cycle electricity consumption will also have to be paid. Changes will be made in the subsequent bills after due verification on site.

c) For refund of Security Deposit the consumer is required to surrender the original receipts duly discharged along with an application for refund. On receipt of the same, the consumer will be intimated by sending a postcard for collecting the cheque /cash.

For all complaints about obtaining supply in case of New Connections, Additional load, Shifting of service cable / meter, Reconnection / Disconnection, Temporary supply etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached - Annexure A) by providing the following details :-

a) Generally the electric supply will be connected within one month of the receipt of the completed application in normal circumstances in case of New Connection, Additional load, Reconnection, Temporary supply etc

b) The cases requiring extension of Distribution Mains, Laying of new service and Commissioning of new Sub Stations, the supply shall be provided immediately after obtaining statutory permissions and execution of the jobs.

For all the complaints of the consumers about other departments of BEST such as Vigilance Department, Operation & Maintenance Department, Erection Department, Street Lighting Department, Energy Audit Department etc, the consumer shall lodge the complaint with the Complaint Officer of the ward in respective areas. (List attached - Annexure A) by providing the following details :-