Verified: 24 April 2026 05:30 pm IST
Industry: Electricity Distribution (State PSU)
Jurisdiction: Guwahati, Dibrugarh, Silchar & Assam, India
Primary Regulator: Assam Electricity Regulatory Commission (AERC)
Important Safety Warning: Beware of the massive “Disconnection SMS Scam.” Scammers frequently send SMS or WhatsApp messages stating: “Dear Consumer, your electricity power will be disconnected tonight at 9:30 PM because your previous month’s bill was not updated. Please call our officer immediately.” This is a scam. Authentic APDCL staff will never send alerts from a personal 10-digit mobile number, nor will they ask you to download screen-sharing apps or pay via personal UPI links.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (power outages, billing issues, transformer faults) directly via the official myBijulee mobile app, the official APDCL web portal, or by calling the 24/7 toll-free centralized helpline at 1912 (or 0361-3126201 / 0361-2803200 if calling from outside Assam). For immediate outage reporting and billing services, you must use the official APDCL WhatsApp chatbot by sending a message to +91-7575999666. You can also email them directly at support@apdcl.org with your consumer number and subdivision name.
Availability: The 1912 helpline, myBijulee app, WhatsApp chatbot, and emergency outage reporting operate 24x7. Official Customer Care Centers and subdivisional offices operate Monday to Saturday, 10:00 AM to 5:00 PM IST.
Timeline: Standard service requests must be acknowledged immediately with a registration number. APDCL aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: APDCL Official Customer Care Contact Information
Level 2: Internal Grievance Redressal (Executive Engineer / Nodal Officer)
Who to contact: If Level 1 support fails or your ticket is closed without a fix, you must formally escalate to the Internal Grievance mechanism. You must submit a written complaint to the Sub-Divisional Engineer (SDE) or Executive Engineer (XEN) of your specific APDCL circle, or escalate to the central Nodal Officer at Bijulee Bhawan, Paltan Bazar, Guwahati.
Timeline: Under AERC guidelines, the Divisional officers must resolve escalated billing and supply disputes within 15 to 30 days.
Source Verification: APDCL Official Escalation Directory
Level 3: Consumer Grievance Redressal Forum (CGRF)
Authority: Do not approach the AERC commission directly. If the internal officers reject your claim or fail to resolve the issue, you must file a formal petition with the Consumer Grievance Redressal Forum (CGRF). APDCL has established dedicated CGRFs across its major zones (Guwahati, Tezpur, Dibrugarh, Jorhat, Silchar, Rangia, Bongaigaon, and Nagaon) specifically to act as quasi-judicial bodies for consumer electricity disputes.
Portal/Contact: You must submit your grievance in writing directly to the Chairperson of your respective Regional Forum. Forms can be submitted physically or via the centralized APDCL CGRF portal.
Timeline: The CGRF is legally mandated to hear the case and issue a formal order within 45 to 60 days of receiving your petition.
Source Verification: APDCL CGRF Online Complaint Portal
Level 4: Vidyut Lokpal (Electricity Ombudsman)
Pre-Litigation: Do not use the e-Jagriti consumer court portal, the National Consumer Helpline (NCH), or CPGRAMS. Standard consumer courts and central portals do not have jurisdiction over statutory electricity disputes unless the Ombudsman process is completely exhausted.
Court/Arbitration: If you are aggrieved by the final order of the CGRF, or if they fail to issue an order within the stipulated time, you must file an appeal representation to the Electricity Ombudsman appointed by the AERC. The office is located at the ASEB Campus, Sixth Mile, Guwahati – 781022.
Timeline: You must file the representation to the Ombudsman within 30 days from the date of receiving the CGRF order.
Source Verification: Assam Electricity Regulatory Commission (AERC) Ombudsman Details
Community Action: Is APDCL demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with the Guwahati CGRF? Reply below (do not share your passwords, bank details, or your exact Consumer Numbers), and our citizen.complainthub.org community will point you to the right resources!