The TGSPDCL grievance system will give electricity consumers fixed service timelines and a three-tier route for escalating unresolved complaints, covering interruptions, transformer failures, meter issues, billing disputes and new connections across southern Telangana.
The Telangana Southern Power Distribution Company said the timelines prescribed by the Telangana Electricity Regulatory Commission are intended to improve transparency and ensure timely resolution of consumer complaints. Consumers can begin the process by registering an issue through the 1912 toll-free number, the official website, online portal, consumer service centres or local electricity offices.
Under the prescribed standards, fuse-off complaints must be addressed within four hours in urban areas and within eight hours in rural areas. Overhead line or cable breakdowns must be rectified within six hours in urban areas and within 24 hours in rural areas. Distribution transformer failures must be attended to within 24 hours in urban areas and 48 hours in rural areas.
Power supply should be restored within four hours in urban areas and within 12 hours in rural areas after consumers pay pending dues. TGSPDCL has also said scheduled interruptions must be notified at least 24 hours in advance, while a single interruption should not continue for more than 12 hours.
For meter-related complaints, meters burnt because of faults attributable to the discom must be replaced within seven days. Billing complaints that do not require additional information should be resolved within 24 working hours. New electricity connections that can be provided through the existing network must be released within 30 days after the required payments have been completed.
The company has advised consumers to retain the acknowledgement number issued when a complaint is registered. This number is required when seeking escalation or submitting a claim for compensation. Under TGERC Regulation No. 5 of 2016, consumers may claim compensation if TGSPDCL fails to meet the applicable service standards. Compensation is subject to eligibility conditions and the prescribed procedure, and is not automatically payable for every delayed complaint.
The first escalation level after registration with TGSPDCL is the Consumer Grievance Redressal Forum. CGRF-I covers Gadwal, Mahabubnagar, Medak, Nagarkurnool, Nalgonda, Narayanpet, Sangareddy, Siddipet, Suryapet, Wanaparthy and Yadadri Bhuvanagiri districts. CGRF-II covers Hyderabad, Rangareddy, Medchal-Malkajgiri and Vikarabad.
Consumers who remain dissatisfied with a CGRF decision, or whose complaint is not decided within the prescribed period, can approach the Electricity Ombudsman under the applicable rules and timelines. TGSPDCL referred to TGERC Regulation No. 06 of 2026 for this third level of redressal and clarified that routine billing or power supply complaints do not generally require consumers to approach the Appellate Tribunal for Electricity. APTEL primarily hears appeals against orders issued by regulatory commissions.
The system makes the complaint acknowledgement number the key link between the initial service request, a possible compensation claim and escalation before the CGRF or Electricity Ombudsman.
