Verified: 14 April 2026 05:30 am IST
Industry: Public Transport & Electricity Distribution
Jurisdiction: Mumbai, Maharashtra, India
Primary Regulators: BMC (Transport) / MERC (Electricity)
Important Safety Warning: Beware of the “Disconnection SMS Scam” targeting BEST electricity consumers. Scammers frequently send SMS messages stating: “Your electricity power will be disconnected tonight at 9:30 PM because your previous month’s bill was not updated. Call our officer.” Authentic BEST staff will never send alerts from a personal 10-digit mobile number or ask for payment via private UPI links.
Level 1: Customer Support (Initial Complaint)
How to complain (Transport): Register your bus-related complaint (rude staff, route issues, Chalo app glitches) directly via the BEST Undertaking web portal, the BEST Chalo mobile app, or by calling the transport toll-free helpline at 1800-227-550.
How to complain (Electricity): Register your power complaint (billing errors, outages, meter faults) via the BEST electricity portal or by calling their South Mumbai power helplines at +91-22828098, 22816250 (Colaba/A-Ward) or the central electricity desk.
Availability: Transport helplines and emergency power outage reporting operate 24x7.
Timeline: Standard transport grievances are acknowledged within 7 working days. Electricity service requests must be acknowledged within 3 to 15 working days as per MERC guidelines.
Source Verification: BEST Undertaking Contact Us
Level 2: Internal Grievance Escalation
Who to contact (Transport): Escalate unresolved bus service issues to the Public Relations Officer (PRO) at the Electric House corporate office in Colaba, Mumbai, or email the transport desk via their web portal.
Who to contact (Electricity): You must formally escalate power disputes to the Internal Grievance Redressal Cell (IGRC) managed by the Assistant Administrative Manager of your specific BEST ward (e.g., A-Ward, C-Ward).
Timeline: Transport escalations typically take 15 to 20 days. Under MERC Regulations, the electricity IGRC must provide a formal remedy within a maximum of 2 months.
Source Verification: BEST Undertaking Grievance Registration
Level 3: Regulatory Authority Escalation
Authority (Transport): Unresolved public transport issues can be escalated to the Brihanmumbai Municipal Corporation (BMC) or the Ministry of Housing and Urban Affairs via the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
Authority (Electricity): If the IGRC rejects your power billing claim, you must file a formal petition with the Consumer Grievance Redressal Forum (CGRF) located at the BEST Multistoried Annex Building in Colaba. You can email them at decgrf@bestundertaking.com.
Timeline: CPGRAMS mandates a 30-day resolution window for government departments. The CGRF is legally mandated to decide electricity grievances within 2 months of receipt.
Source Verification: MERC Consumer Grievance Redressal Forum Regulations
Level 4: Final Legal Action
Court/Arbitration (Transport): If CPGRAMS fails, you can file a case against the transport division at the District Consumer Disputes Redressal Commission completely online using the government’s official e-Jagriti portal.
Court/Arbitration (Electricity): Do not use consumer courts for power disputes. You must file a representation to the Electricity Ombudsman (Mumbai) appointed by the MERC. The Ombudsman office is located at the Bandra Kurla Complex (BKC).
Pre-Litigation: Before approaching the Consumer Court or the Ombudsman, consult a lawyer to draft a final Legal Notice demanding a resolution.
Source Verification: MERC Electricity Ombudsman Official Portal
Community Action: Is BEST refusing to refund an erroneous power bill in South Mumbai, or are you looking for the correct template to file a case with the Colaba CGRF? Reply below (do not share your passwords or exact consumer numbers), and our citizen.complainthub.org community will point you to the right resources!