Frequently Asked Questions (FAQs)

1. How to pay online on the website?

   You need to visit the "Quick Bill Pay" section on our corporate website and proceed by selecting the preferred mode of payment. To pay now go to - https://srvcs.cesc.co.in/ptrlineins/mjpgav_payon/online_payment_options.php

2. What are the modes of Online Payment?

   1. You can pay through E-wallets, Net Banking, Credit Card or Debit Card, ECS & RTGS/ NEFT, UPI (Phone Pe, Google Pay, ,Amazon Pay, etc) BQR.(QR code printed on our consumption bills).
   2. You can pay through Whatsapp by sending Hi to 91677 77776 and thereafter follow the steps
   3. You can pay from non-smart phones having no internet connection by dialling 08045471912 and thereafter following the steps.
   When you pay online, on or before the due date, you get 1% additional rebate.

3. How to generate the payment receipt for payment?

   Auto-generated transaction/ payment confirmation would be sent to your registered email-id/ registered mobile number.

4. What if the payment receipt has not been received?

   If payable amount is debited/ charged from your bank account / card but somehow you do not receive the transaction/ payment receipt (as an exceptional case) then you can do any of the following:
   
   You can view the latest payment status by going to - https://srvcs.cesc.co.in/ptrlineins/misclatst/conshome_dtl.php
   
   In case you want to attempt to pay again, please wait for at least 2 (two) working days and check he payment status again before retrying.
   
   If you want to re-try to make payment against the same bill to avoid consequences due to uncertainty of payment confirmation from your bank/ card issuing authority to CESC Limited or you are not able to download last payment receipt after 2 (two) working days then you have to take up the matter with the respective bank/ card issuing authority for refund of the previous unsuccessful transaction. CESC Limited will not be responsible for such refund.

5. What if payable amount is debited/ charged from the bank account / card twice?

   In case of double payment, confirmed by your bank/ card issuing authority in due time, excess payment amount (if any) or such extra payment will be adjusted in the immediate subsequent bills.

1. How can I go for advance payment?

   Please go to Quick Bill Pay section on our website and select the Advance Payment option. You would be required to insert your Customer ID and select your preferred payment mode and payment gateway and subsequently make the advance payment.

2. Is there any Interest on the excess amount paid?

   Yes, the excess amount paid will attract an interest of 6% per annum on the reducing balance.

3. Will there be any statement for the adjusted payment?

   Although there will not be any separate statement for advance payment, clear information will be provided each month on the electricity bill itself.
   
   To view/download your Advance Payment summary, you need to login through My Account.

1. What is Electronic Clearing Service (ECS)?

   ECS is an electronic mode of payment / receipt for transactions that are repetitive and periodic in nature. ECS is used by institutions for making bulk payment of amounts towards distribution of dividend, interest, salary, pension, etc., or for bulk collection of amounts towards telephone / electricity / water dues, electricity / tax collections, loan instalment repayments, periodic investments in mutual funds, insurance premium etc. Essentially, ECS facilitates bulk transfer of money from one bank account to many bank accounts or vice versa.

2. How is ECS Debit Scheme useful?

   ECS Debit mandate facilitates auto payment of electricity dues of consumers on the due dates from their mandated bank accounts without them having to visit CESC's collection centres. You will also be entitled to receive 1% additional e-rebate for availing this mode of Online payment. You need not keep track of due date for payments. In the event, the debit does not take place on the due date for reasons beyond the Company's control, the same will take place on the earliest available clearing day.

3. How to activate ECS Debit Scheme?

   The ECS mandate form (form for enrolment for ECS Debit Scheme) may be downloaded from the ECS tab under Quick Bill Pay section on this website. The form should be filled up, signed and submitted along with a cancelled cheque, and a copy of the current electricity bill against which the ECS mandate is required, to IndiaIdeas.com Limited, 7th Floor (East), Mira Towers, DN27, Sector V, Salt Lake, Kolkata 700091.

4. Is there an option to avail doorstep ECS registration facility?

   Yes, you can call our Express ECS helpline number 7044471644 for availing doorstep ECS registration facility. Our representative will bring the mandate form and assist you to fill up the same at your convenience. He will then bring back the completed mandate for further processing and you will receive a communication from our end when the registration process is completed.

5. Is it mandatory to mention mobile no. & mail id in ECS mandate form?

   While submission of contact details is not mandatory under RBI guidelines, it would facilitate communication between CESC, the Service Provider and the consumer.

6. Can the mandate once given be withdrawn or stopped?

   Yes, you may stop or withdraw the ECS mandate any time, by submitting a request to cesclimited@rpsg.in. It would take about 25-30 days to effect the deactivation after receipt of such request. The term 'ECS' will not reflect on your bill after deactivation.

7. Can the bank account for ECS Debit be changed?

   You cannot change your bank account in any existing mandate. However, you may deactivate your existing ECS mandate and fill up a fresh mandate form with new bank details (Ref to Question no. 3).

8. How long will it take to activate the process?

   It will take 30-45 days to activate ECS Debit Scheme after receipt of duly filled up mandate form with other required documents. Once activated, the term 'ECS' will reflect on your electricity bill.

9. What happens if collection of any bill under ECS fails due to insufficiency of funds in bank A/c or due to any other technical / non-technical reasons?

   In case ECS is returned due to any technical reason, (e.g. server problem etc.), the bill would be re-sent for collection under ECS on the subsequent working day. In case of failure due to insufficiency of funds or any other non-technical reasons, you will have to make the payment using our multiple modes of online payment.

10. What is the process of refund if a bill is paid twice, through ECS and otherwise?

    In case of any double / excess payment (ECS + Payment by any other method), such excess payment would be treated as advance payment by the consumer and credited to your Advance Payment Account. Such amount would be adjusted with your subsequent bills and would carry an interest @ 6% p.a. till the time the same is fully adjusted with your subsequent dues

11. What happens to an existing ECS mandate of a consumer in case his supply is disconnected / transferred?

    The existing ECS mandate corresponding to a consumer number from latest bill is automatically cancelled on transfer / disconnection of supply.
    All written communications relating to the ECS scheme should be addressed to:
    
    IndiaIdeas.com Limited,
    7th Floor (East), Mira Towers, DN27,
    Sector V, Salt Lake,
    Kolkata 700091.
    Ph No. 7044471644
    For any further clarification / assistance / guidance on related issues, please write to cesc.op@rpsg.in

1. If I want to install an AC at home, what do I do?

   You may visit the Online AC Application section in the Customer Zone of our website and make an application for AC. You may apply for permission for a maximum of 3 ACS/6 KW total load through this module. Please note, this module is only eligible for the consumer under the tariff domestic and commercial.

2. What do I do if the number of ACs is more than 3?

   If you want to install more than 3 (nos.) Air Conditioners, you need to apply for additional load by visiting the "New Connection / Addl. Load / Shifting" section in the Customer Zone of our website.

1. What is the basis of calculation of Security Deposit?

   The maintainable Security Deposit for a Consumer is equivalent to three times the average bill value for the financial year under reference. For a new applicant, the Security Depositis determined on the basis of the load applied.

2. When am I required to pay additional Security Deposit (SD)?

   Each year the Security Deposit is reviewed in the month of April on the basis of the consumption during the previous Financial Year...The SD held and the maintainable SD for the Financial Year are reflected in the bill for the month of April every year. If the maintainable SD is more than the SD “held” amount, additional SD is required to be deposited, if the bill for the same is raised by the company.

3. What happens if the SD held amount is more than SD maintainable amount?

   In case of excess SD, you will get 10% annual interest on the excess amount held which will be credited in the bill for April each year. However, the excess SD “held” will be refunded on the receipt of an application in this regard to the concerned Regional Office or adjusted with your future monthly bills as the case may be. The application can also be submitted online by clicking here or by sending us a mail to cesclimited@rpsg.in.

4. What is the rate of interest on SD?

   The SD held will attract an interest of 6% per annum if it is equal or less than SD “Maintainable” for the financial year under reference.

1. When is it required to have the supply transferred?

   If there is a change in ownership/tenancy/occupancy or Spouse of the Registered Consumer requests Name change upon death of the Registered Consumer, then you need to apply to have the supply transferred.

2. What is the procedure for Transfer of Supply?

   You may visit the Online Name Change section of the Customer Zone in this website, read the guidelines carefully and fill up necessary forms, upload necessary documents and we will process the name change request at our end. The security deposit amount can also be paid online, thus saving your valuabletime.
   You may also apply for the same offline at our Regional Offices and comply with the requisite formalities.
   
   The Security Deposit held will be refunded to the ex-consumer less dues, if any, after the change of name.

1. How can I change the tariff category of my meter?

   You may apply online in our website by clicking Complaints & Requests or write to us stating your requirement at cesclimited@rpsg.in.
   We will process it after necessary verification at our end.

1. If my supply has been disconnected, how can I get it restored?

   You may visit the Reconnection of Supply segment in the Customer Zone of our website and make an application for reconnection. This service is only available for cases where supply has been disconnected for non-payment of electricity bills or for voluntary disconnection and that too within 6 monthsfrom the date of disconnection of supply.

2. What are the payments to be made for supply restoration?

   (1) Upto date bill, (2) Additional Security Deposit (if any) & (3) Reconnection charges.

1. How can I correct my address and spelling of my name?

   You can visit our website & click Complaints & Requests & send your request or else you may write to us at cesclimited@rpsg.in quoting your Consumer Number / Customer ID and attach the supporting documents including your photo identity card, address proof regarding correction.

1. How can I apply for load enhancement and shifting of supply?

   You can apply for the same online by visiting the "New Connection / Addl. Load / Shifting" section in the Customer Zone of our website.

1. What is the normal reading span for monthly meter reading?

   Meter reading should normally be taken between a period of 28 and 32 days from the last reading date.

2. Why receive rental/average bill when the meter was read by CESC?

   If the meter reading noted is at variance with the past recorded pattern of consumption, the same will be kept under observation. Hence a Meter Rental/Average Bill will be tendered. The actual reason is also mentioned in the monthly consumption bill face.

• Energy Charge - Category wise, Slab wise, Rate as per Tariff Order
• MVCA - Monthly Variable Cost Adjustment (present rate- 29p/unit)
• Fixed Charge - @Rate specified in TariffOrder on per KVA of sanctioned load(Rate G-Rs. 15/-, Rate M- Rs. 24/-, Rate K- Rs. 50/-)
• Meter Rent - Fixed Rates depending on the type ofmeter (Rate G- Rs 10/- (1ph) & Rs. 30 (3ph)(Rate M-Rs. 15/- (1ph) & Rs. 50/- (3ph)(Rate K- Rs. 15/- (1ph), Rs. 50/- (3 ph)
• Timely Payment Rebate - @1% on (Energy Charge + FixedCharge)
• Government Duty - Category wise slab wise rates leviedon behalf of the Government
• Adjustments - includes DPS, Debit/ Credit adjustments etc

• An example of bill calculation-
• TARIFF CATEGORY DOMESTIC (G)
• SANCTIONED LOAD- 2.7 KVA
• METER TYPE- SINGLE PHASE
• MONTHLY CONSUMPTION- 376
• ENERGY CHARGE- 2703.07 (25*4.89+35*5.4+40*6.41+50*7.16+50*7.33+100 *7.33+76*8.92)
• Fixed Charge (@Rs.15/KVA)- 40.50
• MVCA (@29P/ UNIT)- 109.04
• Timely payment Rebate- 27.44 (ENERGY CHARGE + Fixed Charge) x 1% Fixed Chg 2.7(KVA) x Rs.15 (for Rate G)
• Govt Duty- 282.52 ({(ENERGY CHARGE + Fixed Charge + MVCA)- Timely payment Rebate} x 10%
• Meter Rent- 10
• Gross amount- 3117.69
• Net Amount- 3090.25
• Net Amount (For e-pmt)- 3062.81

1. Are the Tariff Slab and Government Duty Adjustments given in case of a consolidated bill?

   Yes. Appropriate adjustments for Rate and Government Duty are given in bill itself in such cases.

2. How can I be sure that no average bills will be sent to me during the period I will remain out of station?

   Kindly communicate this by clicking the link Complaints & Requests in our website or write to us at cesclimited@rpsg.in. However you are requested to ensure free access to our meter board regularly during your absence.

3. Are we required to inform CESC if there is a possibility of variation in my consumption?

   Yes, you are required to share this information. Kindly write a mail to cesclimited@rpsg.in sharing this information.

4. Does the Notice Bill include all arrears up to date?

   Yes, the current bill includes all arrears of previous months.

5. How bills are delivered?

   The monthly electricity consumption bills are being dispatched through courier service to ensure delivery before the due date. The contact details of the concerned courier are also communicated to the Consumers through SMSs after handing over the bills to the courier.

6. How can I get a Copy Bill?

   If your e-mail ID is registered with us, you would receive e-bills every month which can also be paid online. To receive e-bills, kindly register on this website at the Customer Login section. You can also download a copy bill from the Customer Zone on this website, under the category of View/Print Bill.

7. If the bill is paid twice how will the same be adjusted/refunded?

   Any double/excess payment will automatically be adjusted in the subsequent bill.

1. Where can I register my complaint pertaining to Defective/Stopped meter?

   Such complaints may be lodged at our website, App or by calling at our Customer care (033 35011912, 033 44031912, 18605001912 or 1912). You can also write at cesclimited@rpsg.in. We will investigate into the matter & inform you of our findings subsequently.

MCB PANEL

• Have your wiring done by Licensed Electrical Contractor.
• Avoid unnecessary joints in the wiring.
• Use Miniature Circuit Breakers to ensure electrical safety.
• Contain your electrical load within the sanctioned limits.