14-05-2025
Bescom to set up digital portal for consumer grievance redressal
The Bangalore Electricity Supply Company (Bescom) will shortly launch a digital portal for consumer grievance redressal management.
This was revealed by Bescom Managing Director N. Sivashankar at a workshop organised jointly by the Karnataka Electricity Regulatory Commission (KERC) and Bescom for the office-bearers and members of the Consumer Grievance Redressal Forum (CGRF) on May 13. The setting up of this portal is aimed at enhancing transparency and efficiency in the process of consumer grievance redressal.
'To strengthen consumer rights and improve accountability, a dedicated digital platform is being developed for managing consumer complaints. The Chief General Manager of Corporate Affairs has been entrusted with overseeing the grievance redressal process,' he said.
Upon the directions of the chairman of KERC, Bescom has constituted CGRFs at the district level comprising a Superintendent Engineer, Executive Engineer, and independent members.
'Grievances must be addressed within stipulated timelines. If issues remain unresolved at the CGRF or corporate level, consumers can escalate their complaints to the KERC for further redressal,' Mr. Sivashankar added.
Earlier this year, in the draft KERC (Consumer Grievance Redressal Forum and Ombudsman) (Third Amendment) Regulations 2025, KERC had recommended that all escoms set up CGRFs in their corporate offices for efficient grievance redressal.
'Proactive engagement by authorities is essential for the success of this grievance redressal mechanism,' P. Ravikumar, Chairman, KERC, said.
