1. Understand When to Write a Complaint Letter to CESC
You should write a formal complaint letter to CESC (Calcutta Electric Supply Corporation) if you experience:
- Frequent power cuts or voltage fluctuations
- Incorrect or excessive electricity bills
- Faulty meters or meter reading issues
- Delayed new connection requests
- Poor customer service or unaddressed complaints
- Damaged electrical infrastructure (fallen poles, exposed wires, etc.)
A well-structured complaint letter ensures your concerns are formally recorded and increases the chances of quick resolution.
2. Gather Important Information
Before writing your letter, collect the following:
- Your consumer number/account number (found on your electricity bill)
- Full address where the issue is occurring
- Date and time of the issue
- Any previous complaint reference numbers (if applicable)
- Supporting documents (electricity bills, photos of faulty meters, etc.)
3. Maintain a Professional and Polite Tone
Even if you are frustrated, keeping your letter formal and respectful will improve the likelihood of a positive response. Avoid using aggressive or emotional language.
4. Include Your Contact Information
At the beginning of your letter, provide:
[Your Name]
[Your Address]
[City, ZIP Code]
[Your Email]
[Your Phone Number]
[Date]
Below this, add the recipient’s details:
To,
The Customer Care Officer
CESC Limited
[Relevant CESC Office Address]
Kolkata, West Bengal
5. Write a Clear Subject Line
Your subject should summarize your complaint, such as:
“Complaint Regarding Frequent Power Cuts – Consumer No: XXXXXXXX”
6. Start with a Strong Opening Paragraph
Clearly state the purpose of your letter and summarize your concern.
Example:
“I am writing to formally lodge a complaint regarding the frequent power outages in my area ([Your Area Name]), which have been occurring daily for the past [number] days. Despite multiple complaints, no permanent resolution has been provided, and this is causing severe inconvenience.”
7. Provide a Detailed Explanation of the Issue
- Describe the problem clearly and factually.
- Include important details such as dates, times, and duration of power cuts or fluctuations.
- Mention any financial or personal losses due to the issue (spoiled food, damage to appliances, etc.).
- Reference any previous complaints made and their response (or lack thereof).
Example:
“On [Date], there was a major power failure in my locality ([Area Name]) that lasted for more than [X] hours. This has become a recurring issue, with power cuts happening almost every evening between [Time] and [Time]. Several residents, including myself, have lodged complaints through the CESC helpline, but no permanent resolution has been taken.”
8. Attach Supporting Evidence
Include copies of:
- Recent electricity bills with your consumer number
- Screenshots of online complaints or SMS responses from CESC
- Photos of faulty meters, damaged transformers, or exposed wires (if applicable)
9. Request a Specific Resolution
Clearly state what action you expect CESC to take, such as:
- Immediate resolution of the power issue
- Correction of electricity bill errors
- Inspection and repair of faulty meters or transformers
- Better maintenance to prevent future issues
Example:
“I kindly request CESC to take immediate action to resolve the power cut issue in my area and provide a permanent solution. Additionally, I request a response from your office within 7 days, informing me of the actions taken to address this matter.”
10. End with a Professional Closing
Thank the recipient for their time and request confirmation of receipt.
Example:
“I appreciate your prompt attention to this matter and look forward to your response. Please provide me with a reference number for this complaint so that I can follow up if necessary.”
Sincerely,
[Your Name]
11. Submit the Letter Through the Proper Channels
CESC accepts complaints via:
- Email: customercare@cesc.co.in
- Online Complaint Portal: CESC Website
- Customer Care Helpline: 1912 / (033) 3501-1912
- Physical Letter Submission: Visit the nearest CESC office and submit a hard copy of the letter.
12. Follow Up If Necessary
If you don’t receive a response within 7-14 days, follow up with:
- A phone call to CESC customer service
- A second written complaint referencing the first one
13. Escalate If the Issue Remains Unresolved
If CESC does not resolve your complaint, escalate by:
- Contacting the Electricity Regulatory Commission of West Bengal
- Filing a complaint with the Consumer Grievance Redressal Forum (CGRF)
- Approaching the Electricity Ombudsman for further action
Frequently Asked Questions
1. What should I include in a CESC complaint letter?
Your letter should include your consumer number, the issue details, supporting evidence, and a request for resolution.
2. How long does CESC take to respond to complaints?
CESC usually responds within 7-14 days, but urgent complaints like power outages may be addressed sooner.
3. Can I file a complaint with CESC online?
Yes, you can submit complaints through CESC’s online portal, email, or customer service helpline.
4. What if my complaint is ignored?
If ignored, escalate the complaint to the West Bengal Electricity Regulatory Commission (WBERC) or Consumer Grievance Redressal Forum (CGRF).
5. Can I request compensation for power supply issues?
If the issue caused financial loss or damage to appliances, you may request compensation, but it depends on CESC’s policies.
6. Should I send my complaint via email or a printed letter?
Email is faster, but a printed letter sent via registered mail provides stronger documentation.
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