Verified: 24 April 2026 01:30 pm IST
Industry: Electricity Distribution (State PSU)
Jurisdiction: Dehradun, Haridwar, Haldwani & Uttarakhand, India
Primary Regulator: Uttarakhand Electricity Regulatory Commission (UERC)
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 UPCL 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 UPCL Consumer Self Service mobile app, the official UPCL WSS web portal, or by calling the 24/7 toll-free centralized helpline at 1912 or 1800-419-0405. For immediate billing services, you must use the official UPCL WhatsApp chatbot. You can also email them directly at customercare@upcl.org.
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, 10:00 AM to 5:00 PM IST.
Timeline: Standard service requests must be acknowledged immediately with a registration number. UPCL aims to resolve general supply issues within 24 to 48 hours and standard billing complaints within 7 to 15 working days.
Source Verification: UPCL Official Customer Care Contact Information
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 UPCL distribution circle (such as Dehradun, Haridwar, Roorkee, Haldwani, Rudrapur, Almora, etc.).
Timeline: Under UERC guidelines, the Divisional or Circle officers must resolve escalated billing and supply disputes within 15 to 30 days.
Source Verification: UPCL Grievance Portal Details
Level 3: Consumer Grievance Redressal Forum (CGRF)
Authority: Do not approach the Ombudsman 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). UPCL has established 8 dedicated CGRFs across its major zones (Dehradun, Srinagar Garhwal, Haldwani, Rudrapur, Haridwar, Uttarkashi, Karanprayag, and Almora) specifically to act as quasi-judicial bodies for consumer electricity disputes.
Portal/Contact: You must submit your grievance in writing directly to the Chairperson of your respective Circle’s Forum. For example, the Dehradun CGRF is located at the UPCL Headquarters, VCV Gabar Singh Urja Bhawan, Kanwali Road, Dehradun - 248001.
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: UERC Grievance Redressal Forums 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 UERC. The office is located at 80 Vasant Vihar, Phase I, Dehradun - 248006. You can email them at elec.ombudsman.uk@gmail.com.
Timeline: You must file the representation to the Ombudsman within 30 days from the date of receiving the CGRF order.
Source Verification: Uttarakhand Electricity Regulatory Commission (UERC) Ombudsman Details
Community Action: Is UPCL demanding massive arrears for a faulty meter, or are you looking for the correct template to file a case with the Dehradun CGRF? Reply below (do not share your passwords, bank details, or your exact Account Numbers), and our citizen.complainthub.org community will point you to the right resources!