Consumer Complaints
Where to File a Complaint
Any IESCO Consumer Services Center or the One-Window Operation desk at your local office. You’ll get an acknowledgement with a defined response timeline – these aren’t open-ended.
Billing Complaint Timelines (Know Your Rights)
- Wrong meter reading or calculation error: resolved within 7 days
- Tariff dispute: within 30 days
- Defective meter replacement: within 2 billing cycles at most
- Wrongly applied Late Payment Surcharge: within 3 days
- Due date extension / LPS waiver request: within 3 days
- "Detection bill" disputes: within 15 days
- First bill of a new connection issued late: must be issued within 2 months of connection; complaints resolved within 15 days
- Payment not reflected on next bill: can be corrected same-day by a Revenue Officer, Bank Manager, or Post Office in-charge – just bring your paid bill receipt
- Simple arithmetic errors: fixed immediately on the spot
- Duplicate bill requests: issued same-day, or download directly from IESCO’s website
- Tariff change requests: resolved within 30 days
Power Outage / Technical Complaints
Covers voltage fluctuation, tripping feeders, damaged transformers, tree branches on lines, current leakage, and low voltage. Priority order: current leakage is treated as urgent/immediate, then collective (neighborhood-wide) complaints, then individual ones. If a transformer is damaged, IESCO is expected to restore power via a temporary trolley/alternate unit while the real one is replaced.
Special Consideration
IESCO is required to give priority handling to complaints from women, senior citizens, and persons with disabilities.
Bottom line: If IESCO misses these timelines, you’re not just waiting politely – you have a documented right to escalate (see the Violations of Instructions guide below).