Your Consumer Rights & Grievance Ladder
Kerala electricity consumers have legal protections for supply continuity, billing disputes, meter testing, and statutory compensation for unexcused service delays.
1. The 4-Stage Dispute Escalation Ladder
If your billing or supply complaint is unresolved, follow this statutory escalation chain in order.
Local Section Office
Submit your written complaint to the Assistant Engineer (AE) at your designated Section Office. Always request a written acknowledgement slip with complaint docket number.
1912 Toll-Free Helpline
Call 1912 (24x7) or WhatsApp to KSEB customer care. Your call is automatically docketed into the Centralised Complaint Management System (CCMS) with timestamp tracking.
CGRF (Grievance Forum)
If unresolved in 15 days, petition the Consumer Grievance Redressal Forum (Kottarakkara, Ernakulam, or Kozhikode). CGRF is empowered to pass binding orders and award compensation.
State Electricity Ombudsman
If aggrieved by a CGRF order, appeal to the Kerala State Electricity Ombudsman in Thiruvananthapuram within 30 days of the decision. Proceedings are free of court fees.
2. Statutory Standards of Performance (SoP)
Official maximum time limits set by KSERC for common service requests and power failures.
| Service / Failure Type | Urban Limit | Rural Limit | Statutory Compensation |
|---|---|---|---|
| Fuse-off / Service Wire Break | Within 3 hours | Within 6 hours | ₹50 for every 6 hours of delay |
| Distribution Transformer (DTR) Failure | Within 24 hours | Within 48 hours | ₹100 per day of delay |
| Low Voltage / Voltage Fluctuations | Within 10 days | Within 15 days | ₹50 per day after deadline |
| Defective / Burnt Meter Replacement | Within 7 days | Within 15 days | ₹100 per day after deadline |
| Billing Dispute Resolution | Within 24 hours (clerical) / 7 days (field) | Within 7 days | ₹50 per day after deadline |