Verified: 18 April 2026 05:30 pm IST
Industry: Electricity Distribution (Private Licensee)
Jurisdiction: Kolkata & Howrah, West Bengal, India
Primary Regulator: West Bengal Electricity Regulatory Commission (WBERC)
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 CESC 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 CESC official web portal, the CESCAPPS mobile app, or by calling the 24/7 toll-free centralized helpline at 1912 or 1860-500-1912. For immediate outage reporting and billing services, you must use the official CESC WhatsApp chatbot by saving +91-7439001912 and sending “Hi”. You can also email them at cesclimited@rpsg.in.
Availability: The 1912 helpline, WhatsApp chatbot, and emergency outage reporting operate 24x7. Official Regional Customer Care Centers operate Monday to Friday during standard business hours.
Timeline: Standard service requests must be acknowledged immediately with a docket number. CESC aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: CESC Customer Contact Information
Level 2: Grievance Redressal Officer (GRO / CGRO)
Who to contact: In West Bengal, the designated internal officers legally act as the statutory Grievance Forum. If Level 1 support fails or your docket is closed without a fix, you must formally escalate to the Grievance Redressal Officer (GRO) of your specific CESC Regional Office (such as North, South, Central, or Howrah). For corporate-level issues or HT supply, you can escalate to the Central Grievance Redressal Officer (CGRO) at CESC House, Chowringhee Square.
Timeline: Under WBERC regulations, the GRO/CGRO must investigate, hold hearings if necessary, and issue a reasoned order within a maximum of 100 working days from the date of lodging the grievance.
Source Verification: CESC GRO Contact Directory
Level 3: West Bengal Electricity Ombudsman
Authority: Do not approach the WBERC commission directly for individual billing disputes. If the GRO/CGRO rejects your claim, or if they fail to issue an order within the stipulated 100 days, you must file a formal representation with the Electricity Ombudsman appointed by the WBERC.
Portal/Contact: You must submit your grievance in writing or via email (wbercombudsman2012@gmail.com) directly to the Office of the Ombudsman located at Bikalpa Shakti Bhawan, Plot No. AH/5 (2nd Floor), Action Area-1A, New Town, Rajarhat, Kolkata - 700163.
Timeline: You must file the representation to the Ombudsman within 20 days from the date of receiving the GRO/CGRO order.
Source Verification: West Bengal Electricity Ombudsman
Level 4: Final Legal Action
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 Electricity Ombudsman, the only remaining legal recourse is to challenge the decision by filing a writ petition in the High Court of Calcutta, as standard consumer courts generally yield to the statutory mechanisms established under the Electricity Act, 2003.
Source Verification: West Bengal Electricity Regulatory Commission (WBERC)
Community Action: Is CESC demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with your local GRO? 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!