Rooftop solar complaints in India: DISCOM, CGRF, Electricity Ombudsman and consumer helpline 1915

Which route you take depends on who caused the problem. Problems with the DISCOM (feasibility approval, inspection, net meter, net metered billing) go first to the DISCOM in writing, then to the Consumer Grievance Redressal Forum (CGRF) set up under Section 42(5) of the Electricity Act, 2003, and on appeal to the Electricity Ombudsman under Section 42(6). Problems with the vendor (poor installation, non-DCR modules, missed maintenance, refused warranty, delays after advance payment) go to the vendor in writing, then to the National Consumer Helpline on 1915, and if unresolved to a consumer commission under the Consumer Protection Act, 2019. Subsidy status issues go to the national portal's grievance option and the DISCOM. Fraud goes to the cybercrime helpline 1930. This guide explains each route, what to include and how to write a complaint that gets action.

Choose the right route

The DISCOM route: CGRF and Ombudsman

Complaint to the DISCOM

Write to the DISCOM's rooftop cell or billing section through its portal, email or subdivision office. Many DISCOMs also take complaints on the common electricity helpline 1912 and their apps. Ask for a complaint number.

CGRF

Each DISCOM must have a Consumer Grievance Redressal Forum. The forum's procedure, time limits and forms are in your SERC's CGRF regulations. In your petition include:

• your name, consumer number and address;
• the portal application number and system details;
• a timeline of events with dates;
• copies of your complaints to the DISCOM and its replies;
• the relief you seek (for example, inspection within a set time, net meter installation, corrected bill, compensation under standards of performance regulations if applicable).

Electricity Ombudsman

If you are not satisfied with the CGRF's decision, or it does not decide within the time limit, you can appeal to the Electricity Ombudsman appointed by your SERC, within the period set in its regulations. The SERC's website lists the Ombudsman's address and forms.

The consumer route: 1915 and consumer commissions

National Consumer Helpline

The National Consumer Helpline, run under the Department of Consumer Affairs, takes complaints by phone on 1915, through its website and app. It forwards complaints to companies that have partnered with it and tries to resolve them before litigation. Give the vendor's name, your invoice, the problem and what you have already tried.

Consumer commissions

If the helpline does not resolve the matter, you can file a complaint for deficiency in service or unfair trade practice under the Consumer Protection Act, 2019. Complaints are filed according to the value of goods or services paid for: the District Commission for claims up to ₹50 lakh, the State Commission above ₹50 lakh up to ₹2 crore, and the National Commission above that (limits as notified under the 2019 Act; check for revisions). Complaints can be filed online on the e-Jagriti portal, which has replaced e-Daakhil for all consumer commissions since 1 January 2025, or at the commission's registry. The general time limit is two years from the cause of action, with condonation of delay possible for sufficient cause.

Writing a complaint that works

1. One problem, one complaint, clearly stated in the first line.
2. Facts with dates: order date, payment dates, installation date, each follow-up.
3. Evidence: quotation, invoice, DCR certificate, warranty card, photos, messages.
4. What you want: repair, replacement, completion, refund, compensation; be specific.
5. Deadline: give a reasonable time to respond, for example 15 days.

Worked example (illustrative)

A vendor took ₹1,40,000 (80% of the price) in January and installed the panels but not the earthing, protection devices or net meter application. By April, the vendor stopped answering calls.

1. The owner sends a written notice by email and registered post on 2 April, listing the missing items and giving 15 days.
2. No reply. On 20 April the owner registers a complaint with the National Consumer Helpline (1915) with the invoice and photos.
3. The vendor does not respond to the helpline either. In June the owner files before the District Consumer Commission, claiming completion of work or refund of the amount for undelivered items, plus compensation and costs.
4. Separately, the owner informs the DISCOM and the national portal grievance option that the registered vendor has abandoned the work, since the scheme provides for action against non-performing vendors.

When to consult a professional

For large claims, contract disputes, structural damage or cases where the DISCOM alleges unauthorised use or theft (Sections 126 and 135 of the Electricity Act), speak to an advocate. Consumer commissions may not hear some electricity matters, such as assessments under Section 126.

Back to the pillar guide: rooftop solar mistakes and official sources. Related: DISCOM inspection and net meter delays, solar warranty claims, PM Surya Ghar scams.

Frequently asked questions

Can I go straight to the Ombudsman?

Normally no. The Ombudsman hears appeals or representations against CGRF decisions, so file before the CGRF first.

Is there a fee for the CGRF?

Many states charge no fee or a small fee; check your SERC's regulations.

Do I need a lawyer for the consumer commission?

No. You can file and argue your own complaint, though advice helps for complex cases.

Can I complain about the subsidy amount?

If you believe the CFA was calculated wrongly, raise it on the national portal with your capacity details and the published CFA pattern.

Official sources

• National Consumer Helpline — 1915, online complaints
• Department of Consumer Affairs — Consumer Protection Act, 2019
• Forum of Regulators — links to SERCs, CGRF and Ombudsman details
• PM Surya Ghar national portal — grievance option
• National Cyber Crime Reporting Portal — fraud; helpline 1930