Electricity Bill Scam Complaint: Step-by-Step Process

By Advocate Panchanand Shaw, Bar Council of West Bengal · Published 2 Nov 2026 · Court process

If you have paid an electricity bill scam, the complaint process starts with a call to the national cyber crime helpline at 1930 and ends with an FIR under Section 173 of the Bharatiya Nagarik Suraksha Sanhita, 2023. You should also write to your bank nodal officer to claim the RBI zero-liability protection. The process has five main steps, and each step creates a record that supports the next. The sooner you start, the better your chance of recovering the money.

The complaint process is designed to freeze the fraudster account, preserve the evidence, and create a legal record. The 1930 helpline can initiate a freeze within the golden hour. The cybercrime.gov.in portal creates an online complaint that the police can access. The bank nodal officer processes the chargeback under the RBI circular. The FIR under Section 173 of the BNSS starts the criminal investigation. The follow-up and escalation steps ensure that the case does not stall.

What the law says

The complaint process is governed by the IT Act, 2000, the BNS, 2023, the BNSS, 2023, the BSA, 2023, and the RBI directions. Section 66D of the IT Act covers cheating by personation using a computer resource. Section 318 of the BNS covers cheating and dishonest inducement. Section 173 of the BNSS requires the police to record the information. Section 63 of the BSA governs the admissibility of electronic records. The RBI circular on unauthorised electronic transactions provides the financial remedy. Each of these provisions plays a role at a different stage of the complaint process.

Section 66D of the IT Act is the primary offence in an electricity bill scam. The fraudster impersonates the electricity company or a government official, which satisfies the personation element. The punishment is imprisonment up to three years and a fine up to one lakh rupees. Section 318 of the BNS is the corresponding cheating offence, punishable with imprisonment up to seven years and a fine. Section 336 of the BNS covers forgery, which applies if the fraudster creates a fake bill or notice. Section 351 covers criminal intimidation, which applies when the fraudster threatens disconnection.

The BNSS provides the procedure for the complaint. Section 173 requires the police to record the information in writing. Section 175(3) allows the Magistrate to order an investigation if the police refuse. Section 35 deals with arrest. Section 187 deals with investigation. Section 480 deals with the disposal of property. Section 482 deals with the quashing of proceedings. Section 528 deals with the inherent powers of the High Court. The BSA Section 63 requires a certificate for electronic records. The RBI circular provides the chargeback remedy.

The complaint process at a glance

The process has five steps: report to 1930, file on cybercrime.gov.in, write to the bank nodal officer, file the FIR, and follow up. Each step has a different purpose. The 1930 call triggers the freeze. The online complaint creates the formal record. The bank letter claims the chargeback. The FIR starts the investigation. The follow-up keeps the case moving. You should complete the first three steps within 24 to 72 hours, and file the FIR as soon as possible.

The order of the steps matters because each step depends on the previous one. The 1930 reference number is needed for the bank chargeback and the FIR. The cybercrime.gov.in acknowledgement is needed for the FIR. The bank complaint is needed for the Ombudsman escalation. The FIR is needed for the criminal trial. If you skip a step, you may lose the benefit of the remedy. For example, if you do not write to the bank within three working days, you may lose the zero-liability protection under the RBI circular.

Step 1: Report to 1930

Call the national cyber crime helpline at 1930 immediately after discovering the fraud. The helpline operates 24x7. Provide the transaction details, the amount, the date and time, the fraudster phone number, and the UPI ID or account number. The helpline will issue a complaint reference number. This reference number is essential for the bank chargeback and the FIR. The helpline can also coordinate with the banks to freeze the fraudster account before the money is withdrawn.

The golden hour is the first 24 hours after the fraud. During this window, the money is most likely to still be in the fraudster account. The helpline can send a request to the banks to freeze the account. If you call later, the money may have been transferred to another account or withdrawn. The reference number should be written down and kept safe. You will need it for every subsequent step. The helpline may also ask you to upload the evidence on the portal.

Step 2: File on cybercrime.gov.in

File an online complaint on cybercrime.gov.in under the Financial Fraud category. The portal asks for your personal details, the transaction details, and a description of the fraud. Upload the screenshots of the fake message, the payment link, the UPI transaction, and the bank statement. Save the acknowledgement number. The portal allows you to track the status of the complaint and upload additional evidence later.

The online complaint is linked to the 1930 reference number. The police can access the complaint and use it in the investigation. The portal also allows you to report the fraudster phone number and the UPI ID. The more details you provide, the easier it is for the police to trace the fraudster. The complaint should be factual and complete. Do not exaggerate or omit details, because the bank and the police will rely on the complaint. If you have a call recording or a chat, upload it as well.

Step 3: Write to the bank nodal officer

Write to your bank nodal officer for cyber fraud. The letter should include your account details, the transaction details, the 1930 reference number, the cybercrime.gov.in acknowledgement number, and a request for a chargeback under the RBI circular. Attach the screenshots and the bank statement. Send the letter by email and by registered post or courier. Keep a copy of the letter and the delivery receipt.

The bank will investigate the transaction and decide whether it was unauthorised. Under the RBI circular, if you report within three working days, you have zero liability. If you report within four to seven working days, your liability is capped. The bank must credit the amount within ten working days of your report. If the bank fails to comply, you can escalate to the RBI Ombudsman under the Integrated Ombudsman Scheme, 2021. The Ombudsman can order the bank to credit the amount and pay compensation. The bank cannot ignore the RBI directions, and the Ombudsman is a free remedy for the consumer.

Step 4: File the FIR under BNSS Section 173

File an FIR at your local police station under Section 173 of the BNSS, 2023. Carry the 1930 reference number, the cybercrime.gov.in acknowledgement, the bank statement, the fake message screenshots, and your ID proof. The police officer must record the information in writing and read it back to you. Verify the contents before signing. The FIR should mention the sections 66D of the IT Act and 318 of the BNS, along with the facts of the fraud.

If the police refuse to register the FIR, approach the Superintendent of Police under Section 173(4) of the BNSS. If that fails, approach the Magistrate under Section 175(3), who can order an investigation. Keep a written record of every attempt to register the FIR. The refusal itself can be challenged in court. The FIR is the foundation of the criminal case, so it should be detailed and accurate. The FIR should include the date, time, amount, fraudster contact details, and the payment method.

Step 5: Follow up and escalate

Follow up with the investigating officer and the bank. Provide additional evidence as needed. Track the status of the investigation and the chargeback. If the bank delays beyond the statutory timeline, escalate to the RBI Ombudsman. If the police investigation stalls, approach the Superintendent of Police or the Magistrate. Keep a written record of every communication. The follow-up is important because cases can stall without pressure.

If the criminal process does not recover the money, consider a civil suit for recovery. The limitation period is three years from the date of the fraud. A civil suit can proceed alongside the criminal case. The court can also order the disposal of property recovered during the investigation under Section 480 of the BNSS. A lawyer can help you decide whether the civil route is worth pursuing. The civil suit can also seek interest and costs, which the criminal process may not provide.

Documents you need

Timelines

What decides the outcome

The outcome depends on the speed of reporting, the completeness of the documents, and the bank compliance with the RBI circular. If you report within three working days and provide the transaction details and the fake message, the bank is more likely to credit the amount. If the police have the 1930 reference and the online complaint, they can trace the fraudster more easily. The court also considers whether the victim acted promptly and preserved the evidence. The amount involved and the number of victims affect the investigation priority.

The criminal outcome depends on the evidence and the investigation. If the fraudster is identified and arrested, the trial can proceed. If the fraudster is abroad or untraceable, the case may stall. The victim willingness to pursue the case and provide evidence also matters. The court considers the victim conduct, including whether they reported promptly and preserved the evidence. The strength of the bank case and the speed of the police investigation together determine how much money is recovered and how quickly.

Common mistakes to avoid

• Delaying the 1930 call. The golden hour freeze is less effective after 24 hours.
• Not saving the reference numbers. The 1930 and cybercrime reference numbers are needed for every step.
• Writing to the bank without the transaction details. The bank needs the transaction ID and the amount.
• Not filing the FIR. The FIR starts the criminal investigation and is required for the trial.
• Not following up. Cases can stall without regular follow-up.
• Deleting the fake message. The message is key evidence under Section 63 of the BSA.

When to involve a lawyer

You should consult a cyber crime lawyer in Kolkata if the bank rejects the chargeback, if the police refuse to register the FIR, or if the amount is substantial. A lawyer can draft the complaint, represent you before the Ombudsman, and coordinate with the police. For initial guidance, you can contact us to understand your options. Legal representation is not always necessary for small amounts, but it becomes important when the bank or the police fail to act.

Frequently asked questions

Information for general guidance only and not legal advice. Provisions cited follow the Information Technology Act 2000, the Bharatiya Nyaya Sanhita 2023 and the Bharatiya Nagarik Suraksha Sanhita 2023.

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