Agartala, Sept 26: Consumers facing problems with their electricity bills will no longer need to visit Tripura State Electricity Corporation Limited (TSECL) offices repeatedly to lodge complaints or check their status. TSECL has introduced a new online Billing Grievance Registration System aimed at ensuring faster and time-bound resolution of billing-related complaints.

Consumers can register their grievances through the TSECL website, [www.tsecl.in](http://www.tsecl.in), as well as the Bidyut Bandhu portal, [www.bidyutbandhu.com](http://www.bidyutbandhu.com), according to official sources.

The facility is also expected to be made available soon through the Bidyut Bandhu mobile application.

To register a complaint, consumers need to visit the relevant portal and select the “Billing Grievance Registration” option. They will then have to enter their Consumer ID and verify the name, mobile number and email address displayed on the screen. Details of the billing-related problem can subsequently be entered in the grievance section, with supporting documents allowed to be uploaded wherever necessary.

After verifying the information and submitting the form, an OTP will be sent to the consumer’s registered mobile number. Once the OTP is verified and the complaint is submitted, a confirmation message along with a unique Grievance ID will be generated. Consumers have been advised to keep the Grievance ID safely for future reference.

The system will also allow consumers to monitor the progress of their complaints from home. By selecting the “Track Grievance Status” option and entering the Grievance ID, consumers can check the current stage of their complaint without having to visit a TSECL office.

TSECL has fixed a seven-day resolution Service Level Agreement (SLA) for each billing grievance. If a complaint is not resolved within the stipulated period, it will automatically be escalated to the next level, eliminating the need for consumers to submit a separate request for escalation.

At the first level, the grievance will be examined by the concerned officer of the Revenue Cell. If required, it will subsequently move through the AGM (Revenue), Director and finally the Managing Director (MD), TSECL, depending on the nature and status of the complaint.

To enhance transparency, TSECL will also provide a public dashboard displaying aggregate information on the total number of grievances, resolved complaints, pending cases and escalated grievances. However, consumers’ personal information will not be made public.

With the new system, TSECL aims to make billing-related grievance redressal more accessible, transparent and consumer-friendly, allowing people to register complaints, track their progress and monitor their resolution entirely online.