BENGALURU – In a move aimed at strengthening consumer rights and improving transparency, the Bangalore Electricity Supply Company (Bescom) is set to roll out a digital portal dedicated to consumer grievance redressal.
The announcement was made by Bescom Managing Director N. Sivashankar during a workshop jointly organised by the Karnataka Electricity Regulatory Commission (KERC) and Bescom for members and office-bearers of the Consumer Grievance Redressal Forum (CGRF) on May 13.
“This platform will enhance the efficiency and transparency of how consumer complaints are handled,” Sivashankar said. He added that the Chief General Manager of Corporate Affairs will be responsible for overseeing the functioning of the redressal system.
In compliance with KERC directives, Bescom has established CGRFs at the district level, composed of a Superintendent Engineer, Executive Engineer, and independent members. These forums are mandated to address consumer complaints within stipulated timelines. If issues remain unresolved, consumers have the option to escalate complaints to the KERC.
The initiative follows the draft KERC (Consumer Grievance Redressal Forum and Ombudsman) (Third Amendment) Regulations 2025, which recommended that all electricity supply companies (escoms) set up CGRFs within their corporate offices to streamline and strengthen grievance redressal processes.
KERC Chairman P. Ravikumar emphasized the importance of institutional commitment to this reform. “Proactive engagement by authorities is essential for the success of this grievance redressal mechanism,” he said.
The digital portal is expected to significantly reduce response times and improve accountability in addressing consumer concerns across Bescom’s jurisdiction.
