Electricity is not just a commodity—it is a basic necessity that empowers communities, uplifts lives and fuels development. Electricity has increasingly been recognized as an essential service, and access to it is often linked to the constitutional Right to Life under Article 21 of the Indian constitution. Reliable and affordable power supply directly impacts education, healthcare, livelihood opportunities, and overall quality of life.
The Electricity Act, 2003 laid the foundation for defining consumer rights and ensuring accountability from distribution companies, significantly reforming the power sector with an emphasis on accessibility, affordability, and accountability. Consumers are entitled to reliable supply, accurate billing, transparent grievance redressal, and the right to choose renewable energy options such as rooftop solar. However, while millions of households have been connected to the grid, the question of consumer rights within the electricity sector and the level of awareness among the public regarding their own rights, remains debatable. .
Every electricity consumer is entitled to certain basic rights:
- Right to Reliable Supply – Consumers are entitled to a continuous and stable power supply with minimal interruptions, except during scheduled maintenance or unavoidable breakdowns.
- Right to Quality Service – Standards of performance require utilities to maintain proper voltage levels, attend to complaints within stipulated timelines, and provide safe connections.
- Right to Fair Billing and Tariffs – Transparent billing, clarity in tariff categories, and protections against overcharging are mandated by regulators.
- Right to Grievance Redressal – Consumers have access to mechanisms such as Consumer Grievance Redressal Forums (CGRFs) and the Electricity Ombudsman for resolving disputes with distribution companies.
While these rights exist, the challenge lies in raising awareness amongst consumers and ensuring they demand them. Across India, particularly in rural and semi-urban areas, consumers are often unaware of the forums available to them or the procedures to resolve billing disputes and service issues. Many households still hesitate to approach grievance mechanisms, either due to a lack of knowledge or fear of unresponsive systems. This results in a wide gap between the rights guaranteed under rules and regulations and the experience of consumers.
It is here that consumer awareness plays a vital role. An informed consumer can demand accountability, question unfair practices, and actively participate in shaping the future of energy. For example, consumers who are aware of their rights are more likely to report faulty meters, challenge inflated bills, or seek compensation for prolonged power outages. They are also more likely to take advantage of government schemes for rooftop solar or energy efficiency, directly contributing to India’s clean energy transition.
While consumer awareness is nowhere near where it should be, non-profit organisations and civil society groups have been enabling households along this journey. By conducting awareness campaigns, publishing simplified guides on billing and grievance processes, holding community workshops, and advocating with regulators, they have helped consumers become more confident in exercising their rights. Such efforts have shown results—communities with stronger awareness report faster redressal of complaints
A Field Perspective
In my field experience working with electricity consumers, I have seen firsthand how a lack of awareness affects everyday lives. In a village outreach meeting, community members have the opportunity to connect with the field-level employee of the electricity distribution company (DISCOM), known as the lineman, who is responsible for their village. For instance, if there are power outages or unexpected power shutdowns, the first person they approach is the lineman. However, villagers often assume that informing the lineman will register their complaint and lead to a resolution. Unfortunately, this is not the case. To formally register a complaint, residents must contact DISCOM through the toll-free number or directly reach out to the Assistant Engineer, either in writing or over the phone. Obtaining an acknowledgement of the complaint is crucial, as it serves as essential evidence for escalating the issue if it is not resolved within the designated timeframe.
When explaining the grievance redressal mechanism available for affected consumers, many residents shared that they had never heard of the Consumer Grievance Redressal Forum (CGRF). For years, they had been living in a power-interrupted area, assuming it was “the system” they had to accept. When we explained that they had the right to file complaints and even seek corrections with compensation, there was both surprise and relief.
In urban areas, too, consumers often face challenges. I recall a complaint where a family in the city received an unusually high bill due to a faulty meter. They did not know they could request meter testing for free. With guidance, they were able to get the error corrected, saving a significant amount. Such stories illustrate the gap between rights on paper and awareness on the ground.
These interactions also highlight a positive side—once people become aware, they are quick to act. As India advances towards its ambitious goal of achieving a sustainable and equitable energy future, placing consumers at the heart of the electricity sector is essential. Rights are meaningful only when they are known, demanded, and enforced. A consumer who is aware is not merely a beneficiary of electricity but also a partner in building a cleaner, fairer, and more reliable power system for all.
In the years ahead, our priority should be to close the gap between policy and practice. It’s essential that every citizen, no matter where they live or what their income is, knows their electricity rights and feels empowered to assert them. This is not merely about improving electricity services; it’s fundamentally about bolstering democracy, promoting equity, and ensuring justice in our daily lives.
Add new comment