In case the Call Centre is unable to redress complaints related to faults or service disruption within 3 days and any other complaint within 7 days, the complainant may contact the Nodal Officer and lodge their grievance. The contact details are provided on our website and can also be obtained from the Call Centre.

Complaints relating to fault or disruption of service or disconnection of service shall be redressed by the Nodal Officer within 3 days from the date of registration of complaint. All other complaints shall be redressed within 10 days from the date of registration of complaint.

If the Nodal Officer does not resolve the grievance satisfactorily, one can appeal to the Appellate Authority(Grievance officer) in the prescribed form (the appeal form) in duplicate within 3 months of expiry of the aforesaid time limits of 3 days and 10 days respectively. The Appellate Authority(Grievance officer) may entertain any appeal after the expiry of the three months but before 1 year from the time limit specified if it is satisfied that there was sufficient cause for not filing it within that period.

The Appellate Authority(Grievance officer) shall dispose the appeal within 3 months from date of filing of the appeal.