Verified: 27 August 2026 05:30 am IST
Industry: Electricity Distribution
Jurisdiction: Arunachal Pradesh, India
Primary Regulator: Arunachal Pradesh State Electricity Regulatory Commission (APSERC)
Important Safety Warning: Beware of the “Electricity Disconnection Phishing Scam.” Scammers send fake SMS messages claiming your power will be cut off tonight because your previous month’s bill was not updated, urging you to call a provided 10-digit mobile number or click a link. This is a scam. The Department of Power will never send disconnection warnings via unofficial mobile numbers or ask you to pay via random WhatsApp UPI links or third-party screen-sharing apps. All online payments must go through the official portal.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. For immediate power outages or general inquiries, call the central toll-free electricity helpline at 1912. For specific online payment issues, they operate dedicated mobile helplines: call 6033874608 or 6033874609 for Prepaid Smart Meter issues, and 6033874612 or 6033874613 for Postpaid billing issues. You can also email the central helpdesk directly at support@arpdop.gov.in. For online complaints, use the official web portal at arpdop.gov.in. For localized physical complaints, visit the Assistant Engineer (AE) or Junior Engineer (JE) at your nearest Electrical Sub-Division. You must ensure you receive a unique complaint reference number.
Availability: The centralized 1912 helpline and mobile support numbers operate during standard business hours (9:30 AM to 4:00 PM). Localized sub-stations manage 24/7 power outage emergencies.
Timeline: Under APSERC Standards of Performance, standard supply interruptions must typically be addressed within 24 to 48 hours depending on the terrain and fault, while billing disputes and meter anomalies should be resolved within standard billing cycles (typically 7 to 15 days).
Level 2: Consumer Grievance Redressal Forum (CGRF)
Who to contact: If the central helpline (Level 1) or your local Sub-Division fails to resolve your issue within the stipulated time, or if you receive a heavily disputed assessment bill, you must escalate the matter formally to the Consumer Grievance Redressal Forum (CGRF). The CGRF is an independent statutory body established by the distribution licensee under Section 42(5) of the Electricity Act, 2003. You must submit your grievance in writing, clearly stating your original Level 1 complaint number, consumer ID, and the specific relief you are seeking.
Timeline: The CGRF is legally bound to pass a formal order on your grievance within 45 days of receiving the written complaint.
Level 3: Regulatory Authority (Electricity Ombudsman)
Authority: The Electricity Ombudsman (Appointed by APSERC).
Portal/Contact: If you are dissatisfied with the final order of the CGRF, or if the CGRF fails to resolve the complaint within the statutory 45-day deadline, you have the right to file a formal appeal with the Electricity Ombudsman. The Ombudsman for Arunachal Pradesh is appointed by the Arunachal Pradesh State Electricity Regulatory Commission (APSERC). You can find the Ombudsman contact details, past orders, and filing guidelines on the official APSERC portal at apserc.nic.in. The representation must be submitted in writing within 30 days from the date of the CGRF’s order.
Level 4: Legal Action (Final Step)
Pre-Litigation: Ensure you have documented all previous correspondence, CGRF orders, and the Ombudsman’s decision.
Court/Arbitration: If the Ombudsman’s resolution is still unsatisfactory, the final step is approaching the judicial system. You can file a formal complaint through the unified e-Jagriti portal (e-jagriti.gov.in) for the District Consumer Disputes Redressal Commission. Note: Cases regarding unauthorized use of electricity (theft/hooking under Section 126) bypass the CGRF and must be appealed directly to the Appellate Authority under Section 127 of the Electricity Act.
Community Action: Is the Arunachal Pradesh Power Department refusing to correct an inflated bill, or ignoring your localized power outage? Reply below (do not share your full consumer ID or passwords), and our community will point you to the right resources!