Bangalore Electricity Supply Company Limited [BESCOM] — no electricity in my place for 16, hours having an aged granny at home

Address:

Bangalore, Karnataka, 560016

Its with frustration that i have to hunt for a complaint site to post this message.
I have an aged grandma at home with critical health conditions.
-no electricity from 11am in the morning
-raised a complaint at 10:00pm
-reminded the (1912) team at 10:30pm
-even called up the engineer they said line issues getting it repaired.
-again called up at 12:30am no update
-at 2:30 my last resort of inverter drains out i call up 1912 asking to give the responsible engineers number also seeing that i have electricity in other houses leaving out mine.
-engineer named srinivas acts very rudely no respect of woman or respect for conversation he is unable to understand my helpless situation even by me telling my grandma medical condition. Giving a justification that he can check by 5 in the morning.
-i call back to 1912 for an higher escalation against srinivas still in vain and no response from the bescom team yet.

I need a response for this:
1) as per rules there would not be rather should not be power cut for more that 12 hours
2) when i have raised a complaint why is the issue closed without contacting or confirming if there is electricity at my place which used to be followed
3) will bescom take responsibility for my grandmother's health.
4) i need the highest management contact to have this complaint taken and i would also want to write a complaint against srinivas.
5) i am not sure when will the electricity come.