Verified: 17 April 2026 05:32 am IST
Industry: Electricity Distribution (State PSU)
Jurisdiction: Varanasi, Prayagraj, Gorakhpur & Purvanchal Region, Uttar Pradesh, India
Primary Regulator: Uttar Pradesh Electricity Regulatory Commission (UPERC)
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 PuVVNL 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 PuVVNL official web portal, the UPPCL Consumer App, or by calling the 24/7 toll-free centralized helpline at 1912 or 1800-410-1912. For immediate outage reporting and services, you must use the official PuVVNL WhatsApp chatbot by sending “Hi” to +91-8010968292.
Availability: The 1912 helpline, WhatsApp chatbot, and emergency outage reporting operate 24x7. Official customer service centers operate Monday to Saturday, 10:00 AM to 5:00 PM IST.
Timeline: Standard service requests must be acknowledged immediately. PuVVNL aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: UPPCL Consumer Contact Information
Level 2: Internal Escalation (Executive Engineer / Nodal Officer)
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 (EE) or the Superintending Engineer (SE) of your specific PuVVNL distribution circle (such as Varanasi, Prayagraj, Gorakhpur, or Azamgarh).
Timeline: Under UPERC guidelines, the Circle officers must resolve escalated billing and supply disputes within 15 to 30 days.
Source Verification: UPPCL Central Grievance Tracking
Level 3: Consumer Grievance Redressal Forum (CGRF)
Authority: If the Executive Engineer rejects your claim or fails to resolve the issue, you must file a formal petition with the Consumer Grievance Redressal Forum (CGRF). PuVVNL has established dedicated Zonal CGRFs specifically to act as quasi-judicial bodies for consumer electricity disputes across Eastern UP.
Portal/Contact: You must submit your grievance in writing, via email, or via the centralized CGRF online portal directly to the Chairperson of your respective Zone’s CGRF.
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: UPPCL Central CGRF Portal
Level 4: Vidyut Ombudsman (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 order of the CGRF, or if they fail to issue an order within the stipulated time, you must file an appeal representation to the Vidyut Ombudsman appointed by the UPERC in Lucknow.
Timeline: You must file the appeal to the Ombudsman within 30 days from the date of receiving the CGRF order.
Source Verification: Uttar Pradesh Electricity Regulatory Commission (UPERC)
Community Action: Is PuVVNL demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with your local Zonal CGRF? Reply below (do not share your passwords, bank details, or your exact Account Numbers), and our community will point you to the right resources!