Verified: 24 April 2026 05:30 am IST
Industry: Electricity Distribution (Public-Private Partnership)
Jurisdiction: Sambalpur, Rourkela, Bolangir & Western Odisha, India
Primary Regulator: Odisha Electricity Regulatory Commission (OERC)
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 TPWODL 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 My Tata Power mobile app, the official web portal, or by calling the 24/7 toll-free centralized helpline at 1912 or 1800-345-6798. For immediate customer support and billing services, you must use the official TPWODL WhatsApp chatbot by sending a message to +91-8114393836. You can also email them directly at consumercare@tpwesternodisha.com.
Availability: The 1912 helpline, mobile app, WhatsApp chatbot, and emergency outage reporting operate 24x7. Official Customer Care Centers and subdivisional offices operate Monday to Saturday, 9:00 AM to 6:00 PM IST.
Timeline: Standard service requests must be acknowledged immediately with a registration number. TPWODL aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: TPWODL Customer Care Contact Information
Level 2: Internal Grievance Redressal Cell (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 of your local division, or email the central Nodal Officer directly at the TPWODL Corporate Office in Burla, referencing your original complaint ticket number.
Timeline: Under OERC guidelines, the Divisional officers must resolve escalated billing and supply disputes within 15 to 30 days.
Source Verification: TPWODL Grievance Escalation Details
Level 3: Consumer Grievance Redressal Forum (CGRF)
Authority: Do not approach the OERC 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). TPWODL has established dedicated CGRFs across its major circles (Sambalpur, Rourkela, Bolangir, Bargarh, and Kalahandi) specifically to act as quasi-judicial bodies for consumer electricity disputes.
Portal/Contact: You must submit your grievance in writing directly to the President of your respective Circle’s Forum. For example, the Sambalpur CGRF is located at Qtr. No. SD-6/2, Saurav Vihar, Near NAC College, Burla, Sambalpur-768017 (grf.burla@tpwesternodisha.com).
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: OERC Grievance Redressal Forums Directory
Level 4: Electricity Ombudsman Odisha
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 OERC. The office is located at Qrs. No. 3R-2(S), GRIDCO Colony, P.O. Bhoinagar, Bhubaneswar - 751022.
Timeline: You must file the representation to the Ombudsman within 30 days from the date of receiving the CGRF order.
Source Verification: Odisha Electricity Regulatory Commission (OERC) Ombudsman Details
Community Action: Is TPWODL demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with the Burla CGRF? Reply below (do not share your passwords, bank details, or your exact Consumer Numbers), and our citizen.complainthub.org community will point you to the right resources!