Frequently Asked Questions

Q. What are the different modes of payments available?

Ans. Modes of payments are as follows:

A: Digital Payment through:-

• NPCL Website
• NPCL’s Mobile App and BHIM App
• PayTM, Mobiquick, and Other wallets
• Bharat QR (printed on bills)
• Bharat Bill Payment System (BBPS)
• Utility bill payment option in Consumer’s internet banking accounts
• Auto- Debit facility through NACH (National Automated Clearing House)
• RTGS/ NEFT to NPCL’s accounts
• Credit & Debit cards to Village Contact Persons and at Customer Care Office, KP-1.

B: Non-Digital Payment Modes are as follows:-

• Cash / Cheque / DD at Customer Care Office, KP-1 or to Village Contact Persons
• Cheque/DD at NPCL’s Cheque Drop Boxes
• Cash at nearby BBPS authorised retail outlets

For further details please visit NPCL’s website

Q. Where can I make cash payment?

Ans. 1. In case of Rural Consumers - Authorised Village Contact Persons (VCPs) or cash collection center, Tugalpur, Knowledge Park-1, Greater Noida between 10:00 AM to 5:00 PM, Monday to Saturday (Except 2nd & 4th Saturdays and Gazetted Holidays)
2. In case of Urban / Industrial / Institutional Consumers - Cash Collection Center
3. Any consumer - Nearby BBPS Authorised Retail Outlets. There are more than 1500 authorised BBPS retails outlets in and around Greater Noida area. Consumers may locate nearest BBPS Authorised Retails Outlets on NPCI website through web-link “Find Nearest Bharat Bill Pay Outlet”
For more details you may also visit NPCL website

Q. What is the maximum limit for Cash Payment?

Ans. As per section 6.10 of Electricity Supply code 2005, you can make cash payment up to Rs.20,000/- only. In case your billed amount is more than the mentioned value, balance payment can be made via any mode (card, cheque, internet banking, etc.).

Q. How to make online payment of Bills?

Ans. Online Payment of Bills can be made through below mentioned modes :

1. NPCL Website
2. NPCL’s Mobile App and BHIM App
3. PayTM, Mobiquick, and Other wallets
4. Bharat QR (printed on bills)
5. Bharat Bill Payment System (BBPS)
6. Utility bill payment option in Consumer’s internet banking accounts
7. Auto- Debit facility through NACH (National Automated Clearing House)
8. RTGS/ NEFT to NPCL’s accounts

For more details you may also visit NPCL website

Q. How can I make Cheque Payments?

Ans. Consumer can drop cheque at following Cheque Collection Centers of NPCL along with latest bill stub (Lower portion of bill). The cheques should be in favor of "Noida Power Company Limited". Write down the cheque with credentials like your Name, Consumer Number and mobile number at the back of cheque.

• NPCL Customer Care Office (Sector KP-1)
• NPCL Sub-station at P-5, Builder Area (Near Senior Citizen Society)
• NPCL Sub-station at Surajpur, Near Surajpur Police Station
• Bar Association Office, Surajpur District Court

Q. Can I make payment through Post dated cheques ?

Ans. Post-dated and outstation cheques are not accepted at NPCL.

Q. What are the charges applicable on cheque bounce?

Ans. In case the Cheque gets bounced due to insufficient funds or exceeds arrangements, you will not be able to make payment through cheque in that financial year. Charges applicable are mentioned below:

• Cheque amount less than Rs. 5,000 - Rs. 250
• Cheque amount from Rs. 5,000 & up to Rs. 10,000 - Rs. 500
• Cheque amount from Rs. 10,000 & up to Rs. 1 Lac - Rs.1,000
• Cheque amount of Rs. 1 Lac and above - Rs. 5,000

Q. Can I issue another cheque, if my cheque bounces?

Ans. In case the Cheque got bounced due to insufficient funds or exceed arrangements, the consumer will not be able to make payment through cheque in that Financial Year.

Q. Can I issue cheque, if my supply is Disconnected ?

Ans. Yes, consumer can pay your bill amount through cheque (Considering no cheque bounce history). However, the Reconnection amount has to be paid through Cash only. Please note, if in case the same get dishounoured, the supply will be disconnected and the Reconnection amount has to be paid again.

Q. When will my online payment be updated in my account?

Ans. All payments made through other that RTGS / NEFT mode are updated on Real-time basis in consumers account except during system shutdown/maintenance when it may take upto 2 working days.

Q. Where can I approach to register my payment related complaint?

Ans. Complaints can be registered at:

• NPCL Website
• NPCL Mobile App
• Our 24X7 Call center at 0120-6226666 / 2333555/ 2333888
• Customer Care Center at Tugalpur, KP-1, Timings - 10:00 AM to 5:00 PM from Monday to Saturday (Except 2nd & 4th Saturdays and Gazetted Holidays)

Q. What are the GST % will be charged?

Ans. GST will be levied as per GST regulations and rates applicable to various services provided by NPCL.

Q. For which services I have to pay GST ?

Ans. As per GST Circular No. 34/08/2018-GST dated 01st March 2018, GST is applicable on all the services provided by the NPCL except energy charges

Q. What is the procedure to Login on www.noidapower.com ?

Ans. Go to www.noidapower.com. Click on “Consumer Login” and register your Consumer Number or click on the link: www.npcl.com

Q. What are the various services/information available on NPCL's website?

Ans.The main features of website are as follows:

• About NPCL and Contact Details of registered offices
• Bill Payment Option
• Outage Alerts
• Service Application and Complaint
• Tariff Details
• Report a Concern
• Account Registration
• CSR activities

Q. How to reset password ?

Ans. Password can be reset after clicking forgot password option. You have to punch your registered email id and consumer number to receive an updated password , if problem still persist please contact at 24X7 Call Center No. 0120-6226666/2333888/2333555 or visit Customer care Center at KP-I

Q. How and from where a consumer can update his contact details ?

Ans. For updating contact details (mobile number/ email-id) consumer can login to our website or mobile app. www.noidapower.com You may also visit our customer care office, KP-1 along with the BP No. and ID proof of registered consumer or company.

Q. Is it safe to give my bank details on NPCL website?

Ans. Yes, It is completely safe. NPCL follows highest level of security standards to ensure that the data entered by consumers remains confidential.

Q. Do I need to pay extra charges for online payment?

Ans. NPCL does not levy any extra charge for online payment. However, the Payment Gateway, Wallets and other service providers may levy service charges along with applicable taxes for transaction above Rs. 4,000/-.
In case the transaction is made through Paytm Gateway service charges would be levied at following rate:

• For credit/debit card transaction, 1.10% of the transaction amount being paid
• For Net banking transaction, Rs.4/-per transaction

In case the transaction is made through Bill desk Gateway service charges would be levied at following rate:

• For credit/debit card transaction, 1% of the transaction amount being paid
• For Net banking transaction, Rs. 10/- per transaction

Q. How to login on Mobile App ?

Ans. Download the mobile app on your mobile phone, enter your 10digit consumer no., Contract A/c no & Contract No. along with mobile no. and email ID. After giving the required information, an OTP will be sent on the Mobile No. You will be required to punch in the OTP for completing your registration request.

Q. What would be my login ID & password for Mobile App

Ans. Login ID would be Your Email ID & the Password which you have selected while account registration.

Q. What all the features available on Mobile App ?

Ans. After Login fetures are as follows :

• 6 month bill details
• 6 Month payment details
• Mobile no & Email ID Registration/ Updation
• Complaint against services related to billing/metering etc
• Complaint Status check
• Bill Payments

Q. How to reset password for Mobile App

Ans. Password can be reset after clicking forgot password option. You have to punch your registered email id and consumer number to receive an updated password , if problem still persist please contact at 24X7 Call Center No. 0120-6226666/2333888/2333555 or visit Customer Care Office at KP-I

To visit our Feedback page please Click here

Q. What is the process of applying for New Connection?

Ans. Applicant can download or fill the online New Connection Service form from our website and upload necessary documents www.noidapower.com as mentioned in the documents checklist. You can also visit our customer care office at KP -1 to apply in person.

Q. Within how much time should the connection be provided to me?

Ans. Once the application and necessary documents are reviewed at NPCL, and estimate gets generated which needs to be paid by the consumer. Post which it will take approximately 7 working days* for the apparatus to be installed at the consumers premises and for the energization of supply.

*This SLA is applicable for the urban domestic connection where no augmentation of main is required.

Q. Why I have not received my New Connection estimate intimation?

Ans. Once you have successfully submitted your new service application form at our customer care office, we process the application in our system and same forwarded to concerned department for the Commercial & LCC Dues Check, Technical feasibility automatically. Once clearance is received from all the departments it is followed by estimate preparation. During this process system generated message is triggered after completion of stages. Thus, you are requested to please wait for the same as we will be working on 1st cum 1st serve basis.

Q. Can I make the payment of estimate online?

Ans.You can make the payment through RTGS or NEFT RTGS/NEFT detail:

Beneficiary Name : NOIDA POWER COMPANY LIMITED
Beneficiary Address : Electric Sub-station, Knowledge Park – IV, Greater Noida, Gautam Buddha Nagar
Bank Name : Yes Bank Limited
Bank Branch Address : 48, Nyaya Marg, Chanakyapuri, New Delhi – 110 021
Bank Account No. : 002580700000041
IFSC Code : YESB0000025
Account Registration
* After successful payment, mail us with UTR detail on CRM@noidapower.com

Q. Estimate paid but meter not installed yet?

Ans. Post payment of estimated amount, New connection will be provided within 14 days where no Augmentation of existing mains are required.

Q. Whom to contact for the status of application?

Ans. After payment of estimate you may write to us at crm@noidapower.com or visit us at our customer care office, KP-1.

Q. What is the charges for new connection?

To visit our Cost Data Book page please Click here

Q. Paper Formailities Required for Load Reduction?

Ans. Consumer has to fill application and provide all the requisite documentation which are mentioned on the back side of application form. For load reduction consumer can only apply after two years from date of energization. For Temp. Supply, consumer can apply for load reduction at any point of time.

Q. Estimate not Received Yet

Ans. Please visit our customer care office at KP-1 to know the status in case you have not received any update after 7-10 days of applying for request.or may write us at crm@noidapower.com.

Q. What is minimum charges & why it is to be paid.?

Consumer has to bear the minimum charges based on the total sanctioned load & as per the applicable tariff rate it is been calculated for remaining tenure in case you have not completed 2 years in that case the maximum demand recorded in any of the last 2 billing cycles is higher than the reduced contracted load, consumer cannot opt for the proposed contracted load.

Q. What is load Augmentation?

Ans. Augmentation means improvement/enhancement of the system capacity to be able to cater to the increased electricity load requirement. Service Level Agreement for load augmentation:

• LT network augmentation 60
• Transformer augmentation 120
• HT - 11 KV network strengthening 180
• Un-electrified area or new grid required 12 months

Q. How and where to approach for Shifting of Mains?

Ans. We accept application for following request

• Meter Shifting
• Pole Shifting
• Service Cable Shifting
• Transformer Shifting
• Penal Feeder Box Shifting

For the shifting related request an application along with the copy of id proof and last paid bill is required to be submitted at Customer Care Office at KP-1. After verification of documents, site visit is arranged to check the feasibility to fulfill the request and then a survey report is prepared and accordingly estimate is generated as per Regulatory guidelines. Once the payment of estimate is done then shifting will be executed

Q. What Documents are required for Load Enhancement/ Load Reduction/ Name Change/ Category Change?

Please click here to see the list of required document.

Q. What is the TAT for completion of Service Application?

Ans. From the date of estimate payment against your Service request it will take next billing cycle to get implemented in the system during this period you may receive one bill with previous load/ category, except shifting of mains , as it depends upon site condition and availability of material.

Q. Where we can contact in case of any information required for service request.?

Ans. You may contact us through following windows:

Call at our 24X7 CALL CENTER - 0120 6226666/2333555/888
Visit our Customer Care Office from 10:00 A.M to 5:00 P.M (Mon-Fri)

Q. Why my application is been Pending since long?

Ans. Once you complete the documentation process, the application goes for several checks via different departments during which it might have not been cleared under LCC/CF Check, you may please visit our customer care office from 10:00 A.M to 5:00 P.M (Mon-Fri) to know more about the same.

Q. Where to contact in case of application rejected due to LCC/Theft?

Ans. You may please visit our customer care office from 10:00 A.M to 5:00 P.M (Mon-Fri) to know more about the same.

Q. What are the documents required in case of Small Correction in Connection Details such as Spelling of Name, incomplete Address?

Ans. You are required to submit the documents as mentioned in the document checklist The changes will reflect in next bill. However, consumer may check the status of request by visiting our customer care office, KP-1 in person along with an ID Proof. Note: No charges are applicable for attribute changes.

Q. What is the basis of calculation of Security Deposit?

Ans. The security deposit maintainable for a consumer is equivalent to 2 times the average bill value for the financial year under reference. For a new applicant, the security deposit will be determined on the basis of load applied.

Q. When am I required to pay Additional Security Deposit (ASD)?

Ans. Each year the security deposit is reviewed in the month of April on the basis of last one year consumption. The statement of Security Deposit account is given in the bill for the month of April. If the maintainable Security Deposit is more than the security Deposit “held” amount, additional security deposit is required to be paid.

Q. What happens if the Security Deposit amount held is more than the Security Deposit Maintainable amount?

Ans. In the above scenario, no ASD request will be placed however, as per the RBI guidelines interest gets credited for the held security amount.

Q. How do I get refund of Security Deposit after account closure?

Ans. After necessary adjustment, the Security Deposit amount held with us is refunded with an A/c payee cheque in the name of the registered consumer at the recorded address.

Q. How to apply for refunding of security fund?

Ans. You may visit Customer Care Office at KP-1 and summit all the requisite document which are mention at the back side of application form. You may also visit our website for more detail.