Verified: 22 April 2026 10:45 am IST
Industry: Electricity Distribution (State PSU)
Jurisdiction: Indore, Ujjain, Ratlam & Western Madhya Pradesh, India
Primary Regulator: Madhya Pradesh Electricity Regulatory Commission (MPERC)
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 MPPKVVCL 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 MPWZ official web portal, the official Urjas mobile app, or by calling the 24/7 toll-free centralized helpline at 1912. For immediate outage reporting and billing services, you must use the official MPWZ WhatsApp chatbot by sending “Hi” to the centralized bot at +91-07552551222. You can also email them directly at urjas.help@gmail.com.
Availability: The 1912 helpline, WhatsApp chatbot, and emergency outage reporting operate 24x7. Official Customer Care Centers and subdivisional offices operate Monday to Saturday, 9:00 AM to 5:00 PM IST.
Timeline: Standard service requests must be acknowledged immediately with a registration number. MPPKVVCL aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: MPPKVVCL Official Customer Care Portal
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 MPPKVVCL circle (such as Indore, Ujjain, Dewas, Ratlam, Mandsaur, or Khandwa).
Timeline: Under MPERC guidelines, the Divisional or Circle officers must resolve escalated billing and supply disputes within 15 to 30 days.
Source Verification: MPPKVVCL Official Escalation Portal
Level 3: Consumer Grievance Redressal Forum (CGRF)
Authority: Do not approach the MPERC 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). MPPKVVCL has established a dedicated CGRF specifically to act as a quasi-judicial body for consumer electricity disputes across Western Madhya Pradesh.
Portal/Contact: You must submit your grievance in writing or via email (ecgrf_indore@yahoo.in) directly to the Chairperson of the Forum. The MPPKVVCL CGRF is located at GPH Compound, Polo Ground, Indore – 452003.
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: MPERC Grievances Redressal Forum Directory
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 MPERC. The office is located at “Metro Plaza”, 5th Floor, E-5 Arera Colony, Bittan Market, Bhopal – 462 016.
Timeline: You must file the representation to the Ombudsman within 30 days from the date of receiving the CGRF order.
Source Verification: Madhya Pradesh Electricity Ombudsman Details
Community Action: Is MPPKVVCL demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with the Indore Polo Ground CGRF? Reply below (do not share your passwords, bank details, or your exact IVRS Numbers), and our citizen.complainthub.org community will point you to the right resources!