Verified: 24 April 2026 09:31 pm IST
Industry: Electricity Distribution (State PSU)
Jurisdiction: Tripura, India
Primary Regulator: Tripura Electricity Regulatory Commission (TERC)
Important Safety Warning: Beware of the massive “Disconnection SMS Scam.” TSECL recently issued a public advisory regarding scammers sending 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 TSECL staff will never send alerts from a personal 10-digit mobile number, nor will they ask you to download screen-sharing apps. TSECL mandates the use of their official BidyutBandhu app only.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (power outages, billing issues, transformer faults) directly via the official BidyutBandhu mobile app, the BidyutBandhu web portal, or by calling the 24/7 toll-free centralized helpline at 1912 or 0381-2353502. You can also email them directly at customer.care@tsecl.in.
Availability: The 1912 helpline, BidyutBandhu app, and emergency outage reporting operate 24x7. Official Customer Care Centers and subdivisional offices operate Monday to Saturday during standard business hours.
Timeline: Standard service requests must be acknowledged immediately with a registration number. TSECL aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: TSECL Official Customer Care Contact Information
Level 2: Internal Grievance Redressal (Tier-I & Tier-II CGRO)
Who to contact: In Tripura, the CGRF operates under a unique 3-tier system. If Level 1 support fails, you must submit a written complaint to the Tier-I Consumer Grievance Redressal Officer (CGRO), who is the Deputy General Manager (Dy. GM) of your Electrical Division. If you are unsatisfied with the Tier-I outcome, you escalate the exact same way to the Tier-II CGRO, who is the Additional General Manager (Addl. GM) of your Electrical Circle.
Timeline: Under TERC guidelines, the Tier-1 and Tier-2 CGROs must resolve escalated billing and supply disputes within 21 days each.
Source Verification: TERC Grievance Redressal System Guidelines
Level 3: Head Quarter Grievance Redressal (Tier-III CGRO)
Authority: Do not approach the TERC commission directly. If the Tier-II Addl. GM rejects your claim or fails to resolve the issue, you must file your final internal petition with the Tier-III CGRO. This highest internal tier is headed by the General Manager (Technical) at the TSECL Headquarters, acting as the final quasi-judicial body for the utility.
Portal/Contact: You must submit your grievance via the centralized TSECL CGRF portal or in writing directly to the General Manager (Technical) at the Corporate Office, Bidyut Bhavan, Banamalipur, Agartala.
Timeline: The Tier-III CGRO is legally mandated to hear the case and issue a formal order within 45 to 60 days of receiving your petition.
Source Verification: TSECL CGRF Online Complaint Portal
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 Tier-III CGRO, 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 TERC. The office is located at Bidyut Bhavan Complex, Agartala.
Timeline: You must file the representation to the Ombudsman within 15 days from the date of receiving the Tier-III CGRO order.
Source Verification: Tripura Electricity Regulatory Commission (TERC) Official Portal
Community Action: Is TSECL demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with the Agartala Tier-III CGRO? 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!