Hotlines and how to escalate a complaint that goes nowhere
Every distributor runs a call centre for outages, billing queries and connection requests, and every one of them also has a formal complaint process above the phone line. This page lists the numbers and the ladder to climb when the first call doesn't fix the problem.
Distributor hotlines
| Utility | Coverage | Hotline |
|---|---|---|
| DESCO — Dhaka Electric Supply Company | North Dhaka, Mirpur, Uttara, Tongi, Gazipur city | 16120 |
| DPDC — Dhaka Power Distribution Company | South Dhaka, Motijheel, Dhanmondi, Narayanganj | 16116 |
| NESCO — Northern Electricity Supply Company | Rajshahi and Rangpur divisions (urban) | 16603 |
| BPDB — Bangladesh Power Development Board | Chattogram, Sylhet, Barishal, Khulna urban pockets | 16999 |
| WZPDCL — West Zone Power Distribution Company | Khulna division urban areas, Jashore, Kushtia | 16117 |
| BREB — Bangladesh Rural Electrification Board (Palli Bidyut) | Rural Bangladesh through 80+ palli bidyut samitis | 16899 |
National / indicative lines
These are widely publicised general numbers, listed here for reference — always verify the current number for your exact issue through the utility's official website first, since short codes are occasionally reassigned.
999
National Emergency Service — use only for immediate danger (a live wire down, fire risk, electrocution in progress). Not a billing line.
Indicative — verify before use16999
BPDB customer service short code, commonly cited for BPDB-area faults and outage reporting.
Indicative — verify before use16130
BERC (Bangladesh Energy Regulatory Commission) general information line, used for tariff and regulatory queries rather than individual complaints.
Indicative — verify before useThe escalation ladder
Most billing and service issues resolve at step one or two. Keep written records — SMS, emails, written applications with a stamped receiving copy — at every step, because each level above the first expects proof that the one below was already tried.
- Call the hotline / use the app's complaint feature. Get a complaint or ticket number and the estimated resolution time. This alone resolves the large majority of outage and simple billing queries within 24–72 hours.
- Visit or write to the local sub-division / zonal office. If the hotline complaint is not resolved within the promised window, escalate in person or via a written application to the local office (AGM/DGM office for BREB samities; the relevant NOCS/zonal office for DESCO/DPDC/NESCO/WZPDCL). Bring the earlier complaint number.
- Write to the divisional or head office customer relations cell. Utilities maintain a customer affairs or public relations department at divisional/head office level for complaints unresolved at the local level, typically requiring a written application referencing prior tickets.
- File with BERC (Bangladesh Energy Regulatory Commission). BERC is the statutory regulator for tariffs and licensing and accepts consumer grievances that a distributor has failed to address through its own process. This is the final administrative step before legal action and is reserved for unresolved billing disputes, license-condition violations, or systemic service failures — not for routine faults.
What to have ready before you call or write
- Your account/customer number and meter number
- Your distributor's name (see the distributor finder if unsure)
- The billing month or date range in dispute
- A photo of your current meter reading and the bill in question
- Any prior complaint or ticket numbers with dates
- Your registered mobile number for SMS updates
Related
Not sure which company to call in the first place? Start at find your distributor. If the underlying issue is a billing amount you believe is wrong, go straight to fixing a wrong bill for a complaint template.