Bengaluru: Unscheduled outages have emerged as the biggest concern among high-tension (HT) consumers in Bengaluru, accounting for a majority of complaints received through Bescom’s newly launched HT Mitra portal.Of the grievances registered during the first month of operations, 71 were related to power supply disruptions, far exceeding complaints on voltage fluctuations, metering, billing, safety or ownership transfers.The trend highlights a long-standing challenge faced by HT consumers, including industries, IT parks, shopping malls and large commercial establishments, where even a brief power disruption can result in substantial production and financial losses. Industry representatives have frequently cited outages, power quality issues and delays in grievance redressal as key reasons for shifting to the open-access market, where electricity can be purchased directly from generators.Concerned over the gradual migration of these high-revenue consumers, Bescom launched the HT Mitra portal, a dedicated digital platform aimed at improving service delivery and grievance resolution for HT consumers. Within a month of its launch, around 60% of the utility’s HT consumer base has been onboarded.According to Bescom officials, the portal has significantly improved response time. While regulations permit up to six hours for resolving supply-related complaints, most issues are now being addressed within minutes or, at most, within an hour.Complaints are initially routed to field-level engineers and escalated to higher authorities if action is delayed. The utility has linked complaint resolution to employee performance. Engineers with repeated escalations may face disciplinary action, while those maintaining zero-pendency records will be rewarded.For decades, HT consumers have been among the most valuable customers of Karnataka’s electricity supply companies as they contribute a disproportionate share of revenues despite accounting for a small percentage of the consumer base. However, increasing competition from open-access suppliers has made retaining these consumers a strategic priority.Bescom managing director N Shivashankara said the portal is helping the utility identify service gaps and respond more effectively to consumer concerns. “Reliable power supply and quick grievance redressal are critical for HT consumers. The platform enables us to monitor complaints in real time, improve accountability and enhance consumer satisfaction. Our goal is to onboard all 17,000-plus HT consumers in the coming weeks,” he said.Energy minister KJ George said the initiative is designed to offer large consumers a transparent and efficient service interface. He expressed hope that improved response would help retain consumers who may otherwise opt for open-access arrangements.
