Bescom to digitalise customer grievances: Online filing & tracking coming soon

Bengaluru residents can soon file power complaints, track progress, and appeal entirely online as Bescom launches its digital Customer Grievance Redressal Forum (CGRF).

Bengaluru citizens will soon be able to address electricity-related grievances without visiting multiple offices as Bescom moves to digitalise the Customer Grievance Redressal Forum (CGRF). The new system allows consumers to file complaints, track progress, and appeal at the district or corporate level entirely online, enhancing convenience and transparency.

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Currently, grievances must be filed in person at subdivision and district offices, with unresolved cases escalated to the corporate office. Citizens frequently complain of having to run from one office to another, with delays in resolving issues ranging from billing discrepancies to power supply interruptions.

The revamped digital CGRF will include automatic escalation if complaints remain unresolved within the designated timeframe, 45 days for subdivision offices, 60 days at district CGRF, and 30 days at corporate CGRF. All proceedings will be stored online, providing a clear record of complaints and responses.

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Bescom plans to roll out a dedicated portal and mobile application within three months, promising a more streamlined, efficient process for residents. The digital platform aims to improve accountability, reduce delays, and enhance consumer satisfaction by making grievance redressal faster, transparent, and fully online.

With this initiative, Bengaluru residents can expect a hassle-free, time-saving solution for lodging and tracking power complaints, signalling a significant step toward smarter, citizen-friendly utilities.

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