Verified: 19 April 2026 05:30 am IST
Industry: Electricity Distribution (State PSU)
Jurisdiction: Gurugram, Faridabad, Hisar & South Zone Haryana, India
Primary Regulator: Haryana Electricity Regulatory Commission (HERC)
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 DHBVN 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 DHBVN official web portal, or by calling the 24/7 toll-free centralized helpline at 1912 or 1800-180-4334. For immediate outage reporting and billing services, you must use the official DHBVN WhatsApp chatbot by sending a message to +91-8813999708. You can also email them directly at 1912@dhbvn.org.in.
Availability: The 1912 helpline, WhatsApp chatbot, and emergency outage reporting operate 24x7. Official Customer Care Centers and subdivisional offices operate Monday to Friday, 9:00 AM to 5:00 PM IST.
Timeline: Standard service requests must be acknowledged immediately. DHBVN aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: DHBVN Customer Contact Information
Level 2: Internal Escalation (Executive Engineer / Superintending Engineer)
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 Executive Engineer (XEN) or Superintending Engineer (SE) of your specific DHBVN circle (such as Gurugram-I, Gurugram-II, Faridabad, Hisar, Bhiwani, Sirsa, etc.).
Timeline: Under HERC guidelines, the Divisional or Circle officers must resolve escalated billing and supply disputes within 15 to 30 days.
Source Verification: DHBVN Contact Directory & Escalation Matrix
Level 3: Consumer Grievances Redressal Forum (CGRF)
Authority: Do not approach the HERC commission directly. If the internal officers reject your claim or fail to resolve the issue, you must file a formal petition with the Consumer Grievances Redressal Forum (CGRF). DHBVN has established a dedicated CGRF specifically to act as a quasi-judicial body for consumer electricity disputes across South Haryana.
Portal/Contact: You must submit your grievance in writing or via email (cgrf@dhbvn.org.in) directly to the Chairperson of the Forum. The DHBVN CGRF is located at HETRI House, IDC Area, Sector-16, Mehrauli Road, Gurugram - 122007.
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: HERC CGRF Guidelines
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 HERC. The office is located at Bays No. 33-36, Sector-4, Panchkula, Haryana - 134112.
Timeline: You must file the representation to the Ombudsman within 30 days from the date of receiving the CGRF order.
Source Verification: Haryana Electricity Ombudsman Office
Community Action: Is DHBVN demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with the Gurugram CGRF? Reply below (do not share your passwords, bank details, or your exact Account Numbers), and our citizen.complainthub.org community will point you to the right resources!