MNRE Introduces Strict SOP To Address Consumer Complaints Against Solar Vendors Under PM Surya Ghar Scheme

The Ministry of New and Renewable Energy (MNRE) has introduced a new Standard Operating Procedure (SOP) to address consumer complaints against solar vendors under the PM Surya Ghar Muft Bijli Yojana (PMSG: MBY). The new guidelines were issued through an Office Memorandum dated June 22, 2026, with the aim of protecting consumers and ensuring quality standards in rooftop solar installations across the country.

The PM Surya Ghar Muft Bijli Yojana has been implemented since February 2024 in coordination with state electricity departments and distribution companies (DISCOMs). As the program continues to expand, MNRE has established a structured mechanism to deal with complaints against registered vendors that fail to meet required standards or obligations.

Under the SOP, complaints have been divided into three categories. Case-A includes grievances submitted through the official Grievance Management System (GMS) portal or directly through emails received by the vendor vertical subunit. Case-B covers issues identified through the Third-Party Inspection portal and handled by the National Programme Implementation Agency (NPIA). Case-C includes complaints received through other channels, such as VIP references or direct interventions by MNRE.

The ministry has identified several common violations by vendors. These include the installation of equipment that does not meet prescribed technical standards, unsafe installations due to poor wiring or inadequate earthing, delays in project execution after receiving payments from consumers, failure to provide maintenance services as promised, and obstruction of inspection agencies during verification processes.

To ensure timely action, the SOP establishes a clear disciplinary process. The first step involves sending an email to the concerned vendor seeking clarification or corrective action within eight days. If the vendor does not respond, a reminder email is issued, providing an additional seven days for compliance. This brings the total response period to 15 days.

If there is still no response, MNRE will issue a formal Show Cause Notice warning the vendor of possible deactivation from the national portal. Vendors are then given another 15 days to submit their explanation. If the response remains unsatisfactory or no reply is received, the Concerned Registering Agency will deactivate the vendor’s account on the portal for one month. The entire process from complaint registration to deactivation is completed within 30 days.

The SOP also provides an appeal mechanism. Deactivated vendors may submit supporting documents and explanations within 30 days. Vendors found satisfactory may be reactivated within one month. To promote transparency, the names of deactivated vendors will be displayed on the national PMSG: MBY portal.