PM Surya Ghar Complaint and Helpline 2026: 15555, Grievance and Escalation Guide

Official PM Surya Ghar Complaint Channels

How to Use PM Surya Ghar Helpline 15555

Before calling, keep the application and consumer records open. A useful helpline call should end with a complaint or reference number, responsible authority and next action—not only a verbal assurance.

• Application ID
• Electricity consumer account number
• Registered mobile number
• State and DISCOM
• Current portal status
• Date of last action
• Exact error or remark
• Vendor name and ID where relevant
• Existing grievance tracking ID
• One precise requested remedy

What the Official 30-Day Grievance Rule Means

The operational guideline says grievances raised through the National Portal are routed to the State Implementation Agency through a two-tier escalation matrix. If not resolved within the relevant timeline, they escalate to the NPIA. The NPIA is to establish mechanisms to ensure National Portal grievances are resolved within 30 days.

Complaint Category and Responsible Authority Matrix

The scheme guideline’s grievance annexure identifies broad categories including policy, registration/login, application process, DISCOM issues, subsidy, vendor and customer-service matters. The following matrix turns those categories into practical routing.

Before Filing: Build a Complaint That Can Be Resolved

1. Use the consumer’s own official login.
2. Save the application ID and consumer number.
3. Capture the complete status, not a cropped screenshot.
4. Copy the exact error, remark or rejection reason.
5. Identify the stage and current owner.
6. Record the last completed action and date.
7. Collect the source document or physical evidence.
8. Describe what has already been corrected.
9. Ask for one specific remedy.
10. Save the tracking ID and acknowledgement.

Portal, OTP, Registration or Login Complaint

• State and DISCOM selected
• Consumer number exactly as the latest bill shows
• Registered mobile and email
• Full OTP or captcha error
• Browser, device and date
• Duplicate or “already registered” message
• Whether DISCOM source record is active
• Screenshot showing the entire page

Use the PM Surya Ghar apply-online guide to confirm the registration steps.

Application Correction, Deletion or Ownership Complaint

The grievance annexure expressly includes consumer application errors, correction or editing requests, deletion requests and change of ownership or electricity-connection details.

• State the exact field and current value.
• State the correct value.
• Attach the accepted source record.
• Explain whether the field is editable or locked.
• Explain whether physical equipment also changed.
• Ask for unlock, update, re-mapping, cancellation or review.
• Do not create a duplicate before receiving an official instruction.

Use the application-correction guide and the rejected-application guide .

DISCOM Feasibility, Load or Connection Complaint

Contact the official rooftop-solar, net-metering or nodal team of the concerned DISCOM and raise a linked National Portal grievance. The guideline requires DISCOMs to maintain dedicated rooftop-solar functions, map applications and operate a time-bound grievance mechanism.

• Application and consumer ID
• Proposed and installed capacity
• Sanctioned load and phase
• Feasibility or automatic-load status
• Date application reached DISCOM
• Exact pending or objection remark
• Connection and meter records
• Requested approval, correction or written reason

Use the feasibility and load guide and the approval-delay guide .

DISCOM Inspection or Commissioning Complaint

1. Confirm that the installation upload reached the DISCOM.
2. Save the inspection request or appointment.
3. Check whether access, vendor attendance or a test report is missing.
4. Check every inspection or correction remark.
5. Correct physical defects through qualified personnel.
6. Request desk review or re-inspection with evidence.
7. Escalate delay using the request date and tracking ID.

Prepare with the DISCOM inspection guide and verify completed work through the installation-process guide .

Net Meter, Metering Agreement or Electricity Bill Complaint

Follow the PM Surya Ghar net-meter guide .

Subsidy Delay, E-Token or Incorrect CFA Complaint

• Final DISCOM approval date
• Actual installed module DC capacity
• Ordinary or special-category CFA rate
• Previous subsidy or capacity history
• E-token generation, activation and redemption screen
• Open correction or inspection status
• Bank and loan validation
• Expected calculation with supporting documents

Use the subsidy calculation guide , subsidy-payment status guide and, for an old system, the existing-solar upgrade guide .

Bank Validation, Failed Credit or Solar-Loan Complaint

• Account-holder name
• Account number and current IFSC
• Active/dormant/frozen/closed status
• Accepted passbook, statement or cancelled cheque
• Bank confirmation of failed or returned credit
• Loan account and current outstanding principal
• Whether loan was prepaid, closed or transferred
• Portal validation error

Review finance through the PM Surya Ghar solar-loan guide .

Vendor Delay, Extra Charge, Non-Response or Contract Complaint

The grievance annexure recognises vendor issues such as inability to find a vendor, non-response, installation delay, failure to maintain, quality or performance problems, extra charges, fraudulent practice and DCR non-compliance.

1. Verify the vendor’s portal registration and exact legal entity.
2. Send a written notice quoting the agreement and missed milestone.
3. Attach quotation, agreement, payments and project status.
4. State the exact scheme or contractual duty not performed.
5. Demand a dated correction, completion, refund or document handover.
6. Raise a National Portal grievance with the vendor notice.
7. Use consumer or legal remedies separately for unresolved private payment disputes.

Verify the installer using the registered-vendor guide and use the change-vendor guide when the project must be transferred.

Maintenance, Warranty or Under-Performance Complaint

The scheme guideline requires registered vendors to provide repairs and maintenance free of cost for five years of the Comprehensive Maintenance Contract period from commissioning and to replace non-performing or under-performing panels free during the warranty period.

• Commissioning and CMC start date
• Vendor and OEM warranty documents
• Generation before and after the fault
• Inverter alarm and monitoring screenshots
• Cleaning and maintenance record
• Fault report and vendor ticket
• Visit date and service report
• Replacement model and serial
• Downtime and unresolved status

Use the rooftop solar maintenance and warranty guide .

Quality, DCR, Equipment or Safety Complaint

Check modules through the DCR module guide , inverter through the inverter-selection guide , and system architecture through the on-grid, hybrid and off-grid guide .

Fraud, Forged Document or Identity-Misuse Complaint

• Preserve the consumer login and change the password safely.
• Save phone numbers, messages, payment records and URLs.
• Save false invoices, labels, approvals or screenshots.
• Check whether the application, vendor, bank or equipment record was altered.
• Inform the portal and DISCOM through a tracked complaint.
• Inform the bank immediately for unauthorised financial activity.
• Report suspected cybercrime or criminal fraud to the appropriate official authority.
• Do not confront or pay the suspected fraudster to “reverse” the record.

How to Track a PM Surya Ghar Grievance

1. Save the unique tracking ID immediately.
2. Save the filing date and complaint text.
3. Check the portal status rather than relying only on SMS.
4. Open every clarification or additional-document request.
5. Reply within the same complaint where possible.
6. Save all status changes and authority comments.
7. Check whether the complaint was resolved, transferred or merely closed.
8. Use the same tracking ID in reminders and escalation.

Compare the application stage with the application-status guide .

What to Do When the Complaint Is Closed but the Problem Remains

1. Download or save the closure response.
2. Compare the promised action with the application status.
3. Identify the unanswered point.
4. Collect evidence showing the issue remains.
5. Use appeal, clarification, feedback or reopening controls where available.
6. Quote the original tracking ID.
7. Request a reasoned response and exact next action.
8. Escalate to the relevant authority rather than filing many identical tickets.

DISCOM Escalation, CGRF and Electricity Ombudsman

First use the distribution licensee’s complaint process and rooftop-solar or net-metering team. For unresolved electricity-service or billing grievances, use the Consumer Grievance Redressal Forum established under the applicable State Electricity Regulatory Commission regulations. The further Electricity Ombudsman route, procedure and limitation period depend on the relevant State regulation.

When to Use CPGRAMS

CPGRAMS is the Government of India’s public-grievance platform for service-delivery grievances involving Ministries, Departments and participating State authorities. Use it as a higher public-grievance route when the PM Surya Ghar portal grievance has been exhausted or a government-authority service issue remains unresolved. Quote the original scheme grievance and application IDs.

• Use a registered CPGRAMS account.
• Select the relevant Ministry, Department or State authority carefully.
• Attach the PM Surya Ghar grievance and closure response.
• State the unresolved service-delivery issue.
• Track the CPGRAMS registration ID.
• Use appeal or feedback options when available and appropriate.

Vendor Commercial Dispute and National Consumer Helpline

The National Consumer Helpline is operated by the Department of Consumer Affairs. Its official site lists toll-free number 1915, service hours of 8 AM to 8 PM, online filing, app, UMANG and WhatsApp channels. It can be considered for eligible consumer disputes involving deficient service, refund or unfair practice by a vendor, while the PM Surya Ghar portal grievance addresses scheme compliance and project routing.

Ready PM Surya Ghar Complaint Format

Ready Written Notice to a Solar Vendor

Complete Complaint Evidence Checklist

• Application ID
• Electricity consumer number
• Current portal status and screenshot
• Exact error, remark or rejection reason
• Registration and submission acknowledgement
• Latest electricity bill
• Vendor quotation and agreement
• Payment receipts and bank records
• GST invoice and Project Completion Report
• Module and inverter serial photographs
• DCR and technical evidence
• Layout and single-line diagram
• Installation and geo-tagged photographs
• Test and earthing report
• DISCOM inspection or correction report
• Meter details and electricity bills
• E-token and CFA screens
• Bank validation or failed-credit confirmation
• Loan sanction and outstanding statement
• Warranty, CMC and service reports
• Previous complaint IDs and closure responses

Common Complaint Mistakes That Delay Resolution

• Use one complete complaint per distinct issue.
• Quote earlier IDs when the new issue is connected.
• Keep language factual and professional.
• Do not make unsupported bribery or fraud allegations.
• Do not upload identity or bank documents to unofficial websites.

Frequently Asked Questions

Make Every Complaint Stage-Specific and Trackable

A successful grievance names one application, one stage, one authority, one proven problem and one requested remedy. Do not rely only on phone assurances. Preserve the tracking ID, current application status and every correction or closure response.

Begin with the complete PM Surya Ghar guide and check system eligibility through the eligibility guide .

For project-cost disputes, compare the 1kW , 2kW and 3kW cost guides , choose capacity with the system-size guide , check roof area using the rooftop-area guide , and compare claimed savings with the savings calculator .