The Bangalore Electricity Supply Company (BESCOM) has announced plans to develop a dedicated digital portal aimed at streamlining consumer grievance redressal for its over 1.4 crore customers across eight districts in Karnataka. The initiative, revealed on Thursday, seeks to enhance accessibility and efficiency in addressing complaints related to power supply, billing, and other services, marking a significant step toward modernizing customer service in the state’s power sector.
The decision to create the online grievance redressal platform follows a directive from Karnataka Energy Minister K.J. George, who emphasized the need for a user-friendly system to reduce delays in resolving consumer issues. The portal will allow customers to lodge complaints, track their status, and receive updates in real time, eliminating the need for physical visits to BESCOM offices or reliance on helplines. It will also feature integration with existing systems to ensure seamless coordination between field staff and grievance resolution teams.
BESCOM’s Managing Director, Mahantesh Bilagi, stated that the portal is designed to address the rising volume of complaints, particularly during peak summer months when power disruptions are frequent. “Our goal is to provide a transparent and responsive mechanism that empowers consumers and ensures accountability,” he said, adding that the platform will be developed with inputs from IT experts to ensure robustness and scalability. The portal is expected to include multilingual support, catering to Bengaluru’s diverse population, and will be accessible via mobile devices and desktops.
The initiative comes in response to growing consumer dissatisfaction with delays in grievance resolution, especially in urban areas like Bengaluru, where rapid urbanization has strained power infrastructure. BESCOM data indicates that the company receives thousands of complaints monthly, ranging from power outages and voltage fluctuations to erroneous billing and meter issues. The new portal aims to reduce resolution times by automating complaint categorization and routing them to the appropriate departments.
In addition to the digital portal, BESCOM plans to strengthen its 1912 helpline and integrate it with the new system to provide multiple channels for grievance reporting. The company is also exploring the use of artificial intelligence to analyze complaint patterns and predict potential service disruptions, further enhancing its operational efficiency.
The project is slated for completion within the next six months, with a pilot phase planned for select Bengaluru divisions before a full rollout. Consumer advocates have welcomed the move, urging BESCOM to ensure the portal is accessible to rural customers and those with limited digital literacy. The initiative underscores BESCOM’s commitment to leveraging technology to improve service delivery and meet the evolving needs of its vast consumer base.
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