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Your rights & how to complain

Know what you're owed and how to push back — your rights as a consumer, and the step-by-step path from the company's grievance officer all the way up to BERC.

1Office2GRS3AppealBERC

In short

  • Rates are set nationally by BERC — a company can't raise them
  • There's a clear ladder for complaints: office → GRS → appeal → BERC
  • You have a legal right to object to the tariff

What you're owed

Your rights as a consumer

  • One meter, a clear bill, and the national per-unit rate set by BERC — a company can't raise the rate on its own.
  • The right to ask for a re-check and a meter test if a bill looks wrong.
  • The right to be served within the charter timeline for connection, reconnection and the rest.
  • The right to lodge a complaint and have it resolved — at the company, and beyond it at BERC.
  • The right to object at a tariff public hearing (BERC Act 2003, §34).

How to escalate

If a complaint isn't resolved

1

Local office

Start with the responsible officer / local office that handles your bill or connection.
2

GRS / grievance officer

If unresolved, go to the company's Grievance Redress (GRS) officer — the designated অনিক — within the charter timeline.
3

Appeal officer

Still stuck? Escalate to the Appeal officer (a senior engineer / director named in the charter).
4

grs.gov.bd / BERC

Beyond the company: file with the Cabinet Division grievance cell (grs.gov.bd) or, for tariff/billing disputes, with BERC.

Next

Make it count

If a bill is wrong, start with fix a wrong bill; every number is on hotlines; and how long each service should take is on service timelines.

Frequently asked questions

GRS officer → appeal officer → the Cabinet Division's grs.gov.bd. For a tariff or billing dispute you can also go straight to BERC.

Related pages

Fix a wrong bill

Got a bill that looks wrong or far too high? Here's how to get it re-checked, when a meter test helps, and the deadline the company has to settle your complaint.

Hotlines & complaints

Who to call for a power cut, a wrong bill, or an emergency — the unified 16999 line, every distributor's own hotline, and the exact escalation ladder when a complaint isn't resolved.

Service timelines

How long should a new connection, reconnection or name change actually take? The promised days from each company's citizen charter, side by side.

Document library

The official rules are buried in scattered, legacy-font and scanned PDFs. Here they are in one readable index — a plain-language line on each, with a link to the official source.