Complaint Management: Three Tier Grievance Redressal Structure

शिकायत प्रंबधन : तीन स्तरीय शिकायत निवारण संरचना

TIER – I: NPCL Complaint escalation & Redressal structure

In case of any concern/ request you may visit our Customer Care Office and meet the following official with complete detail:

  • Level 1: Customer Relation Officer
  • Level 2: Customer Relation Managers
  • Level 3:Concern Departmental Heads with prior appointment

TIER-II  :

Consumer Grievance Redressal Forum (CGRF): A forum is constituted under the Chairmanship of a retired Judge and two other members wherein the Consumers of electricity can file their complaints for the redressal of their grievances related to deficiency/ error in bill or services or any non- compliance of standards & directions issued by the Uttar Pradesh Electricity Regulatory Commission in this regard.

Address of the forum: Consumer Grievance Redressal Forum (CGRF), 33/11KV Electric Sub Station, Block-D, Opposite Ryan International School, Sector Alpha-1, Greater Noida, Uttar Pradesh- 201310

Phone No. of the Secretary of the Forum – 9911411373

Public Hearing by the Forum: A monthly camp is organized on the 17th of every month (in case, 17th being Saturday/holiday, after holiday) at CGRF, where the employees of NPCL are also present.

TIER – III:

Electricity Ombudsman: An Appeal can be filled before the Electricity Ombudsman of the State on not being satisfied by the order of the CGRF.

Address of the Office of Electricity Ombudsman: Niyamak Bhawan, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010 Phone No. – 0522- 2720856, Fax- 0522-2720857