24 September,2026 01:06 PM IST | Mumbai | mid-day online correspondent
BEST will set up dedicated Smart Meter and Billing Help Desks at various Customer Care Wards according to a fixed schedule. File Photo
The BEST Undertaking has launched a special campaign to address complaints from electricity consumers who have reported unusually high or unexpected bills after the installation of smart meters.
The campaign is aimed at resolving billing and meter-related complaints through dedicated help desks, on-site inspections and technical checks. BEST said the initiative will also seek to address communication gaps and provide consumers with clearer information about their electricity consumption and billing.
As part of the campaign, BEST will set up dedicated Smart Meter and Billing Help Desks at various Customer Care Wards according to a fixed schedule. Officers have been assigned to handle complaints related to billing and meter readings and assist consumers with individual cases.
Officials will review complaints using standard operating procedures to ensure that disputes are examined through a consistent process. Consumers will also be provided with explanations regarding their bills and the readings recorded by their smart meters.
The campaign is intended to provide consumers with an opportunity to raise concerns directly with BEST officials and seek clarification on sudden changes in their electricity bills.
BEST technical teams will conduct on-site inspections of smart meters where consumers have raised concerns about their accuracy. The inspections will be carried out in the presence of the concerned consumer, allowing the meter and its functioning to be examined directly.
In cases where there are continued concerns about the accuracy of consumption readings, BEST will install a check meter. The additional meter will allow officials to compare consumption recorded by the smart meter with the readings from the check meter.
The comparison is expected to help determine whether discrepancies exist and assist officials in resolving complaints related to meter readings and electricity consumption.
The campaign will also provide consumers with assistance in installing and using the miBEST mobile application. Officials will explain the features available through the app and how consumers can use it to access information related to their electricity services.
Consumers will also be informed about the Time of Day tariff and its potential benefits. The tariff structure allows electricity consumption to be charged at different rates depending on the time at which electricity is used.
BEST has also made provisions for consumer feedback after complaints are addressed. Consumers will be able to submit formal feedback to indicate whether their concerns have been resolved to their satisfaction.
Consumers who have received unusually high electricity bills after the installation of smart meters have been asked to visit their respective Customer Care Ward between 10 am and 4 pm on the scheduled campaign dates.
The campaign will be held at the following wards:
Consumers visiting the help desks have been asked to carry their latest smart meter electricity bill and a valid identity proof to facilitate the verification and complaint-resolution process. The campaign comes amid concerns from consumers over higher bills following the transition to smart meters.
