Verified: 17 April 2026 09:30 pm IST
Industry: Electricity Distribution (Private Joint Venture)
Jurisdiction: South & West Delhi, India
Primary Regulator: Delhi Electricity Regulatory Commission (DERC)
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 BRPL 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, meter faults) directly via the BSES official web portal, the BSES Connect mobile app, or by calling the 24/7 toll-free centralized helpline at 19123 or 011-39999707. For immediate outage reporting and billing services, you must use the official BRPL WhatsApp chatbot by sending “Hi” to +91-8800919123. You can also email them at brpl.customercare@reliancegroupindia.com.
Availability: The 19123 helpline, WhatsApp chatbot, and emergency outage reporting operate 24x7. Official customer care centers operate Monday to Friday, 9:15 AM to 3:15 PM IST.
Timeline: Standard service requests must be acknowledged immediately. BRPL aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: BSES Rajdhani Customer Contact Information
Level 2: Internal Escalation (Head of Customer Care)
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 your local Circle Head or directly to the Head-Customer Care at the corporate headquarters: BSES Bhawan, Nehru Place, New Delhi - 110019. You can also email the escalation desk at brplhead.customercare@relianceada.com.
Timeline: Under DERC guidelines, the corporate officers must resolve escalated billing and supply disputes within 15 to 30 days.
Source Verification: BSES Delhi Grievance Escalation Matrix
Level 3: Consumer Grievance Redressal Forum (CGRF)
Authority: If the Head of Customer Care rejects your claim or fails to resolve the issue, you must file a formal petition with the Consumer Grievance Redressal Forum (CGRF). BRPL has established a dedicated CGRF specifically to act as a quasi-judicial body for consumer electricity disputes across South and West Delhi.
Portal/Contact: You must submit your grievance in writing, via email (cgrfbrpl@gmail.com), or via the CGRF portal directly to the Chairperson at their office: Sub-station Building, Sector-V, Pushp Vihar, Near Saket Court Complex, New Delhi - 110017.
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: CGRF BRPL Official Portal
Level 4: 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 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 DERC. The office is located at B-53, Paschimi Marg, Vasant Vihar, New Delhi - 110057.
Timeline: You must file the appeal to the Ombudsman within 30 days from the date of receiving the CGRF order.
Source Verification: Electricity Ombudsman Delhi
Community Action: Is BSES Rajdhani demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with the Pushp Vihar CGRF? Reply below (do not share your passwords, bank details, or your exact CA Numbers), and our citizen.complainthub.org community will point you to the right resources!