Hyderabad: The Telangana Southern Power Distribution Company (TGSPDCL) has announced fixed timelines for various electricity services and a three-tier grievance redressal mechanism to ensure the timely resolution of consumer complaints.The discom said it is committed to providing transparent and quality services to electricity consumers. The timelines prescribed by the Telangana Electricity Regulatory Commission (TGERC) cover power supply interruptions, transformer failures, meter-related issues, billing complaints and new electricity connections.According to the prescribed service standards, fuse-off complaints must be addressed within four hours in urban areas and eight hours in rural areas. Overhead line or cable breakdowns should be rectified within six hours in urban areas and 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 12 hours in rural areas after payment of pending dues. TGSPDCL said scheduled power interruptions must be notified to consumers at least 24 hours in advance, and a single interruption should not exceed 12 hours. Meters burnt due to 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, wherever feasible through the existing network, must be released within 30 days of completion of the required payments.Compensation for delays in serviceUnder TGERC Regulation No. 5 of 2016, consumers may claim compensation, subject to applicable conditions and eligibility criteria, if the discom fails to meet the prescribed service standards. However, compensation is not automatic for every complaint. Consumers must submit claims through the prescribed procedure, along with the complaint acknowledgement number and supporting documents.The company urged consumers to first register their grievances through 1912 and retain their complaint reference number. If the issue is not resolved within the stipulated timeframe, they should make use of the three-tier grievance redressal mechanism.GFX:Three-tier grievance redressal mechanismTGSPDCL has outlined a three-tier system for resolving consumer grievances. At the first level, consumers can register complaints relating to power supply, billing, meters and new connections through the toll-free number 1912, the official website, online portal, consumer service centres or local electricity offices. Consumers have been advised to preserve the acknowledgement number generated upon registering a complaint.If a complaint is not resolved at the discom level, consumers can approach the Consumer Grievance Redressal Forum (CGRF).CGRF-I covers the districts of Gadwal, Mahabubnagar, Medak, Nagarkurnool, Nalgonda, Narayanpet, Sangareddy, Siddipet, Suryapet, Wanaparthy and Yadadri Bhuvanagiri.CGRF-II covers Hyderabad, Rangareddy, Medchal-Malkajgiri and Vikarabad districts.At the third level, consumers who are dissatisfied with a CGRF decision, or whose complaints are not decided within the prescribed period, can approach the Electricity Ombudsman in accordance with the applicable rules and timelines under TGERC Regulation No. 06 of 2026.TGSPDCL clarified that consumers need not directly approach the Appellate Tribunal for Electricity (APTEL) for routine billing or power supply complaints, as the tribunal primarily hears appeals against orders issued by regulatory commissions.
