The Dhaka Power Distribution Company Limited (DPDC) has urged customers facing abnormal electricity bills, billing discrepancies or unexpected power disconnections to contact its customer service centers or call the hotline 16116 for prompt assistance.
The call comes amid complaints and concerns from customers over deductions of various charges during prepaid meter recharges, unusually high or “ghost” bills, power disconnections at midnight or on holidays, and unusually long tokens generated during the first recharge after a tariff change.
In a notice issued on Monday, DPDC explained different charges and procedures related to prepaid meters and electricity bills to address customers’ concerns and reduce their inconvenience.
It said a demand charge is deducted once a month against the sanctioned load. If a customer does not recharge in a particular month, the demand charges for the months without vending, along with the charge for the current month, are deducted when a customer recharges next.
DPDC said the demand charge also applies to postpaid customers.
Regarding meter rent, the company said no rent is applicable if customers purchase and install their own prepaid meters. If a meter is supplied by DPDC, a monthly rent of Tk 40 applies for a single-phase meter and Tk 250 for a three-phase meter.
A 5% VAT is deducted from the amount recharged each time, in line with the government-set rate applicable to electricity bills.
Long token after tariff changes
DPDC said a 200–220-digit token may be generated during the first recharge after a tariff change to activate the new tariff in prepaid meters.
It said this is due to the technical features of the meters and the multiple slabs under different electricity tariff categories.
However, the long token is required only for the first recharge after a tariff change. Subsequent recharges continue to use the usual 20-digit token.
DPDC said it has taken an initiative to bring prepaid meters online to resolve the inconvenience caused by entering long tokens manually.
AMI prepaid meters are currently being installed, which do not require tokens and can be easily recharged through online platforms, including bKash and Rocket.
No scope for ghost bills
DPDC said there is no scope for prepaid meters to deduct charges exceeding actual electricity consumption or generate so-called “ghost bills.”
According to the company, the cost of electricity is deducted gradually based on actual consumption and the retail electricity tariff fixed by the Bangladesh Energy Regulatory Commission (BERC).
It said abnormal billing should not occur in prepaid meters unless there is a technical fault, including a common-neutral-related problem.
Power not disconnected during ‘friendly hours’
DPDC said electricity supply is not disconnected even if the prepaid meter balance runs out during weekly holidays or “friendly hours”, defined as 4pm to 10am the following day.
During this period, the meter continues to supply electricity with a negative balance, which is adjusted during the next recharge.
Customers can also activate an emergency balance after their energy balance runs out, allowing them to continue using electricity in emergencies. The amount is subsequently adjusted during the next recharge.
Call DPDC hotline 16116
DPDC said customers should not panic if they experience abnormal deductions, billing discrepancies or power disconnections at unexpected times due to technical problems.
Customers are advised to contact the relevant customer service or complaint center, or call DPDC’s hotline at 16116, providing their meter number, customer number and other necessary information.
The company said complaints will be properly verified and, where applicable, necessary corrections and remedial measures will be taken promptly.