Verified: 24 April 2026 09:30 am IST
Industry: Electricity Distribution (State PSU)
Jurisdiction: Himachal Pradesh, India
Primary Regulator: Himachal Pradesh Electricity Regulatory Commission (HPERC)
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 HPSEB 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 official HPSEBL mobile app, the official web portal, or by calling the 24/7 toll-free centralized helpline at 1912 or 1800-180-8060. You can also email them directly at info@hpseb.in.
Availability: The 1912 helpline, mobile app, and emergency outage reporting operate 24x7. Official Customer Care Centers and subdivisional offices operate Monday to Saturday, 10:00 AM to 5:00 PM IST.
Timeline: Standard service requests must be acknowledged immediately with a registration number. HPSEB aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: HPSEBL Official Customer Care Details
Level 2: Internal Grievance Redressal (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 HPSEB operational circle (such as Shimla, Solan, Nahan, Rohru, Rampur, Kangra, Dalhousie, Una, Mandi, Bilaspur, Kullu, or Hamirpur).
Timeline: Under HPERC guidelines, the Divisional or Circle officers must resolve escalated billing and supply disputes within 15 to 30 days.
Source Verification: HPSEBL Telephone Directory & Escalation Contacts
Level 3: Consumer Grievance Redressal Forum (CGRF)
Authority: Do not approach the HPERC commission directly. If the internal officers reject your claim or fail to resolve the issue, you must file a formal petition with the Consumer Grievance Redressal Forum (CGRF). HPSEB has established dedicated Circle Level CGRFs and a State Level CGRF specifically to act as quasi-judicial bodies for consumer electricity disputes.
Portal/Contact: You must submit your grievance in writing (Form A) or via email (cgrf@hpseb.in) directly to the Chairperson of your respective Forum. The State Level HPSEBL CGRF is located at Block Number-8, Top Floor, SDA Complex, Kasumpti, Shimla - 171009.
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: HPSEB CGRF Official Portal & Procedure
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 HPERC. The office is located at Sharma Sadan, First Floor, Behind Keonthal Commercial Complex, Khalini, Shimla - 171002. You can also email your representation to ombudsmanelectricity.2014@gmail.com.
Timeline: You must file the representation to the Ombudsman within 30 days from the date of receiving the CGRF order.
Source Verification: Himachal Pradesh Electricity Ombudsman Details
Community Action: Is HPSEB demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with the State Level CGRF in Shimla? Reply below (do not share your passwords, bank details, or your exact Consumer IDs), and our citizen.complainthub.org community will point you to the right resources!