CEB Breakdown Complaint Online – Cebcare.ceb.lk

CEB Breakdown Complaint Online – Cebcare.ceb.lk

• 24/7 CEB Hotline: Call 1987 for immediate assistance in case of emergency (no power supply).
• Online Complaint: Visit the official CEB portal at https://www.ceb.lk/ and submit the online complaint form.
• In-Person: Visit your nearest CEB office and speak to a customer service representative. Use the office locator on the CEB website.

You can also send a detailed email with supporting documentation to the provided email address. Ask to the customer service representatives to get the email for customer support.

When filing a complaint, provide your Account Number, Name and Address, Contact Number, and a clear Complaint Detail. Include any Supporting Evidence such as photos, videos, or documents.

The Ceylon Electricity Board (CEB) is the largest electricity company in Sri Lanka, with a market share of nearly 100%. It controls all major functions of electricity generation, transmission, distribution and retailing in the country. The CEB was established in 1969 under the Ceylon Electricity Board Act No. 17 of 1969. The CEB operates under the Ministry of Power and Energy and is regulated by the Public Utilities Commission of Sri Lanka (PUCSL).

Some regional offices of CEB are:

• Colombo
• Kandy
• Galle
• Jaffna
• Anuradhapura
• Batticaloa
• Kurunegala
• Ratnapura
• Nuwara Eliya
• Trincomalee
• Badulla
• Matara
• Ampara
• Polonnaruwa
• Hambantota

As a consumer of electricity, you may face various issues related to the service provided by the CEB. Some of the common issues are:

• Electricity bills: You may have questions or complaints about the calculation of electricity consumption, the tariff category you belong to, the accuracy of the meter reading, the payment methods, etc.
• Electricity supply: You may experience interruptions, fluctuations, low voltage, high voltage, power surges, etc. that affect the quality and reliability of the electricity supply. You may also have concerns about the safety and maintenance of the power lines, transformers, substations, etc.
• Electricity connection: You may have difficulties or delays in getting a new connection, changing the existing connection, upgrading the capacity, relocating the meter, etc. You may also have to pay fees or deposits for these services.
• Electricity meter: You may have problems with the installation, replacement, testing, sealing, or tampering of the electricity meter. You may also have to pay fees or deposits for these services.
• Damage to electrical equipment: You may suffer damage or loss to your electrical appliances or devices due to the faults or negligence of the CEB. You may also have to pay for the repairs or replacements.

As with any large utility, customers may occasionally encounter these issues ranging from power outages to billing disputes. Understanding the channels for registering complaints and, if necessary, escalating the matter, is essential for ensuring a timely resolution. Here’s how customers can resolve their electricity complaints.

How to Register an Electricity Complaint to CEB?

If you have a complaint about any of the above-mentioned issues, the first step is to contact your service provider, i.e., the CEB or the Lanka Electricity Company (Pvt.) Ltd. (LECO), depending on your area.

If not resolved?

If you are not satisfied with the response or the resolution of your service provider, you can then make a complaint to the PUCSL, which is the regulator for the electricity industry. The PUCSL is empowered to serve you with the passing of the Sri Lanka Electricity Act No. 20 of 2009.

The PUCSL provides a free, independent and impartial service to resolve your complaint. However, the PUCSL does not entertain direct complaints. This means you have to forward your complaint first to the service provider and provide evidence of that when you complain to the PUCSL.

Level 1: File a Complaint to Customer Service of Ceylon Electricity Board

As per the customer service policy, the customers of CEB can register complaints through the power hotline, customer care number, email, and online complaint form (CEB Care). The communication channels for filing an electricity complaint are:

• 24/7 CEB Hotline: Call 1987 for immediate assistance.
• Online Complaint: File a complaint
• CEB care: Visit the official CEB portal (https://www.ceb.lk/) and locate the online complaint form or relevant contact information.
• CEB Care Mobile App: Download the app for convenient complaint registration and tracking.
• Email: Send a detailed email with supporting documentation to the email address provided below.
• In-Person at CEB Offices: Visit your nearest CEB office and speak to a customer service representative. Use the office locator on the CEB website.
• Pay Bills: Click to Pay

You should provide the following details in your complaint:

• Account Number: Your unique CEB identifier for quick reference.
• Name and Address: Accurate contact information for communication, if required.
• Contact Number: A valid phone number for updates, if applicable.
• Complaint Details: A clear and concise description of the problem you’re facing.
• Supporting Evidence (If Any): Photos, videos, or any relevant documentation to support your claim.

Contact Area Offices:

If your problems are not resolve then reach out to the regional offices in your province or district. The contact details, including phone numbers and emails.

 

Further, you may contact the provinicial offices here:

Escalation to Divisional Office:

If your issue is not resolved within a reasonable time, escalate it to the Divisional Offices of the CEB. These are contact details of senior officers and divisional offices:

Approaching the Public Utilities Commission of Sri Lanka (PUCSL):

Before approaching PUCSL, ensure you have already filed a complaint with CEB and have evidence of their response or lack thereof.

Contat details to filing a Complaint to PUCSL:

• Phone Number: +94112392607
• Fax: +94112392641
• Email: [email protected]
• Address: Public Utilities Commission of Sri Lanka, 6th Floor, BOC Merchant Tower, St. Michael’s Road, Colombo 3, Sri Lanka.

Contact Regional Office, Jaffna:

• Phone Number: +94212222333
• Email: [email protected]
• Address: Regional Office, Public Utilities Commission of Sri Lanka, No. 2/1, 2nd Floor, KKS Road, Jaffna, Sri Lanka.

Provide details of your complaint, evidence of your initial complaint to CEB, and any responses received. Also, include your contact details and preferred communication method.

 

People also ask

How do I complain about power breakdown?

You can bring the complaint to PUCSL via following means.

1. Submit your complaint online (DRS)
2.  Write us.
3.  Call us.
4.  Fax.
5. E-mail.

What is the 24 hour hotline for electricity board breakdown?

The Power and Energy Ministry yesterday introduced dedicated hotlines for the public to inform electricity breakdowns due to prevailing weather condition. Public can inform power failures directly to the Ministry of Power and Energy on 1901, LECO – 1910; CEB – 1987.

 

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