How to Submit a Complaint About Electricity Services in Pakistan

Electricity consumers in Pakistan may face problems such as excessive or incorrect billing, prolonged power outages, unscheduled load shedding, faulty meters, delayed connections, voltage issues, new connection problems, disconnection disputes and other service-related complaints.

The first step is normally to report the problem to the relevant electricity distribution company or electricity supplier. If the complaint is not properly resolved, consumers may use the complaint mechanism of the National Electric Power Regulatory Authority (NEPRA), subject to its jurisdiction and applicable procedures.

NEPRA currently provides an online Complaint Management System through which electricity consumers can register and track complaints. Its Consumer Affairs Division is responsible for handling consumer complaints against licensees, and NEPRA has complaint offices at its headquarters and regional locations.

Pakistan Citizen's Portal can also be used as a government-wide grievance channel for eligible public-service complaints. It is a government-owned application that connects citizens with government organizations.

What Is an Electricity Service Complaint?

An electricity service complaint is a formal request for correction, investigation or resolution of a problem involving electricity supply, billing, metering, connection, disconnection, service quality or another issue handled by the relevant electricity company or regulator.

Common complaints may include:

• Incorrect electricity bill.

• Excessive billing.

• Wrong meter reading.

• Defective electricity meter.

• Meter replacement delay.

• New connection delay.

• Electricity connection problems.

• Disconnection despite payment.

• Problems with reconnection.

• Unscheduled load shedding.

• Prolonged power outage.

• Low voltage.

• Voltage fluctuations.

• Transformer-related service problems.

• Pole or electricity-line problems.

• Problems with electricity supply.

• Delays in processing a consumer request.

• Failure to respond to a previous complaint.

• Other consumer-service issues within the electricity company's or regulator's jurisdiction.

The appropriate authority depends on the nature of the complaint and the electricity company serving the consumer.

Who Handles Electricity Complaints in Pakistan?

Electricity complaints may involve several levels.

Electricity Distribution Company or Supplier

The first point of contact is normally the electricity distribution company or supplier serving the consumer.

Depending on the location, the relevant company may be one of the distribution companies or another licensed electricity supplier.

For example, consumers may be served by companies such as:

• LESCO

• MEPCO

• FESCO

• GEPCO

• IESCO

• PESCO

• HESCO

• SEPCO

• QESCO

• TESCO

K-Electric serves consumers in its licensed service area.

The consumer should identify the company printed on the electricity bill before submitting a complaint.

NEPRA

The National Electric Power Regulatory Authority regulates the power sector and provides a consumer complaint mechanism for complaints against licensees within its jurisdiction.

NEPRA's official website currently provides an online complaint registration system and a separate facility for tracking complaints using a tracking number.

Pakistan Citizen's Portal

Pakistan Citizen's Portal is a nationwide government complaint and grievance mechanism. It allows registered citizens to raise issues with government organizations.

It can be considered as an additional government grievance channel where appropriate, but it does not automatically replace a specialized electricity complaint or regulatory procedure.

What Problems Can Be Reported?

Incorrect Electricity Bill

If the consumer believes that the bill contains an incorrect reading, incorrect units, unusual charges or another billing problem, the consumer should first approach the relevant electricity company.

Keep the disputed bill and previous bills for comparison.

Excessive Billing

An unusually high bill can be reported when the consumer believes that the billed amount or consumption does not accurately reflect the circumstances.

Useful information may include:

• Current bill.

• Previous bills.

• Meter reading.

• Meter photograph.

• Consumer/reference number.

• Date of the reading.

• Previous complaint number.

Wrong Meter Reading

If the bill shows a meter reading that appears different from the actual meter reading, record the actual meter reading and take a clear photograph of the meter.

The photograph should ideally show the meter reading and enough identifying information to establish that it belongs to the relevant premises.

Defective Meter

A consumer can report a suspected defective meter to the relevant electricity company.

Do not attempt to open, repair, alter or tamper with the meter yourself.

Unscheduled Load Shedding

Unscheduled or excessive power interruptions can be reported to the relevant electricity company.

NEPRA currently provides consumer complaint facilities and its website specifically identifies complaint channels relating to issues such as unscheduled load shedding and excessive billing for certain licensees.

Low Voltage

If the supply voltage is repeatedly inadequate or fluctuates significantly, record the dates and circumstances and report the issue through the relevant electricity company.

Where appropriate, the complaint can subsequently be escalated through the applicable regulatory complaint mechanism.

New Connection Delay

If a consumer has applied for a new electricity connection and believes there has been unreasonable delay, keep the application/reference number and all relevant correspondence.

The first complaint should normally be made to the electricity company handling the connection application.

Disconnection Complaint

If electricity has been disconnected and the consumer believes the action was incorrect or inconsistent with the applicable rules, keep payment receipts, bills, notices and any other relevant documents.

Submit the complaint to the responsible electricity company and, where appropriate, use the applicable regulatory complaint mechanism.

What Information Is Needed for an Electricity Complaint?

Before submitting a complaint, collect the basic information connected with the electricity account.

This may include:

• Consumer name.

• CNIC where required.

• Electricity account/reference number.

• Consumer number.

• Meter number.

• Electricity company name.

• Complete address.

• City and district.

• Mobile number.

• Email address where required.

• Complaint category.

• Date the problem started.

• Details of previous complaints.

• Supporting documents.

NEPRA's current online complaint form asks for information including CNIC, name, address, city, province, mobile number, consumer category, account/reference/consumer number, distribution company or licensee, nearest NEPRA complaint office and the main points of the complaint.

Should You Complain to the Electricity Company First?

Yes, this is an important step before escalating an eligible complaint to NEPRA.

NEPRA's current online complaint form specifically asks whether the consumer lodged the complaint with the concerned distribution company. The form's affidavit also states that the complainant made a representation to senior or concerned officers of the distribution company/licensee and that the grievance was not redressed or was unjustly turned down.

Therefore, consumers should normally preserve evidence showing that they first approached the relevant electricity company.

How to Submit a Complaint to the Electricity Company

The exact complaint channels vary by electricity company.

Depending on the company and service, consumers may have options such as:

• Customer service center.

• Complaint center.

• Helpline.

• Online complaint system.

• Mobile application.

• Email.

• Written complaint.

• Other official customer-service channels.

Use the complaint channel published by the electricity company serving your area.

When submitting the complaint, ask for or save the complaint/reference number.

Why Is the Complaint Number Important?

A complaint number provides evidence that the complaint was registered.

Keep it with:

• Date of complaint.

• Complaint category.

• Consumer/reference number.

• Department or complaint center.

• Response received.

• Date of resolution, if resolved.

The complaint number can also be useful if the matter later needs to be escalated.

When Can You Approach NEPRA?

NEPRA can be approached for eligible consumer complaints involving electricity licensees within its jurisdiction.

The consumer should generally first approach the concerned distribution company or licensee.

NEPRA's current online complaint form requires information about whether the complaint was lodged with the concerned distribution company and includes an affidavit concerning prior representation to the company's senior or concerned officers.

How to File a Complaint With NEPRA Online

NEPRA currently provides an online Consumer Complaint Management System.

The general process is:

1. Open the official NEPRA complaint system.

2. Select the option to register a complaint.

3. Enter the date or age of the pending issue.

4. Provide information about whether the matter was previously reported to the distribution company.

5. Enter your CNIC.

6. Enter your name.

7. Enter your address.

8. Select your city.

9. Select your province.

10. Enter your mobile number.

11. Provide your email if applicable.

12. Select the consumer category.

13. Enter the account, reference or consumer number.

14. Select the relevant DISCO or licensee.

15. Select the nearest NEPRA complaint office.

16. Explain the main points of the complaint.

17. Provide the required declaration or affidavit information.

18. Upload the permitted supporting file where required.

19. Review all information carefully.

20. Submit the complaint.

21. Save the tracking number generated by the system.

The current NEPRA complaint form states that PDF/JPG files are accepted within its specified file-size limit. It also contains a special instruction for complaints older than one year, directing consumers to submit such complaints in writing to the office of the Director General Consumer Affairs.

Can You Track a NEPRA Complaint?

Yes.

NEPRA currently provides a separate complaint-tracking facility in which consumers can enter their complaint tracking number to check the status of the complaint.

Always save the tracking number after submitting the complaint.

How Does NEPRA Handle Consumer Complaints?

NEPRA's Consumer Affairs Division handles complaints from consumers and other eligible parties concerning licensees.

NEPRA currently states that consumer complaint offices have been established at its headquarters and at regional locations, including provincial-level offices and DISCO headquarters-level facilitation.

The exact procedure and outcome depend on the nature of the complaint, the documents submitted, the response of the concerned licensee and the applicable rules.

What Documents Should Be Attached?

The documents depend on the type of electricity complaint.

Useful documents may include:

• Latest electricity bill.

• Previous electricity bills.

• Meter photograph.

• Meter reading photograph.

• CNIC copy where required.

• Complaint receipt.

• Complaint reference number.

• Written correspondence.

• Payment receipt.

• Bank or digital payment evidence where relevant.

• New connection application.

• Demand notice where relevant.

• Previous electricity company response.

• Relevant notices.

• Other documents directly supporting the complaint.

Do not attach irrelevant personal information.

What If the Bill Is Incorrect?

First compare the current bill with previous bills and the actual meter reading.

Check:

• Billing period.

• Previous reading.

• Current reading.

• Units consumed.

• Meter status.

• Arrears.

• Adjustments.

• Taxes and other listed charges.

• Due date.

If you identify a discrepancy, submit the complaint to the relevant electricity company and retain the complaint reference.

If the matter is not resolved and falls within NEPRA's jurisdiction, the consumer may consider escalating it through the applicable NEPRA complaint process.

What If the Meter Reading Is Wrong?

Take a clear photograph of the meter.

The photograph should ideally capture:

• Meter reading.

• Meter number where visible.

• Date or other evidence establishing when the photograph was taken.

Compare the actual reading with the reading shown on the bill.

Then report the discrepancy through the electricity company's official complaint channel.

What If There Is No Electricity?

For an immediate outage, first determine whether the problem affects only your premises or the surrounding area.

Check whether the electricity company's official outage or complaint channel provides information.

For a dangerous situation involving fallen wires, exposed conductors or other electrical hazards, keep away from the area and immediately contact the responsible electricity company or emergency service. NEPRA's official website also warns consumers to stay away from fallen electrical wires and notify the electricity company.

What If There Is Repeated Load Shedding?

Record:

• Date.

• Start time.

• Restoration time.

• Frequency.

• Duration.

• Area affected, where known.

• Previous complaint number.

Report the issue to the relevant electricity company.

If the complaint remains unresolved and falls within NEPRA's jurisdiction, preserve the earlier complaint record for possible escalation.

Can You Complain About K-Electric?

K-Electric consumers can use the applicable K-Electric complaint mechanism first.

NEPRA's consumer complaint system also covers eligible complaints against licensees within its regulatory jurisdiction. NEPRA's website specifically lists a complaint email for K-Electric-related complaints concerning unscheduled load shedding and excessive billing.

Consumers should verify the current complaint route on the official K-Electric and NEPRA websites before submission.

Can You Complain About MEPCO?

Yes, eligible MEPCO consumer complaints can be raised through the applicable MEPCO complaint mechanism and, where appropriate, escalated to NEPRA.

MEPCO is one of the electricity distribution companies regulated by NEPRA.

The consumer should first use the relevant MEPCO complaint channel and retain the complaint/reference number.

Can You Complain About LESCO?

Yes. LESCO consumers can first register their complaint through the applicable LESCO customer-service mechanism.

If the issue remains unresolved and falls within NEPRA's jurisdiction, the consumer can consider the NEPRA complaint process after following the required preliminary steps.

Can You Complain About FESCO, GEPCO, IESCO or Other DISCOs?

Yes, consumers served by the relevant distribution companies can use their respective complaint mechanisms.

The same general principle applies:

1. Identify the electricity company.

2. Report the problem to that company.

3. Obtain a complaint/reference number.

4. Preserve the evidence.

5. Escalate through the appropriate regulatory mechanism if the issue remains unresolved and is within its jurisdiction.

Can Pakistan Citizen's Portal Be Used?

Yes, Pakistan Citizen's Portal is a government-owned nationwide complaints and grievance redressal mechanism.

The official portal states that it connects citizens with government organizations at different levels for raising issues, complaints and suggestions.

For electricity matters, however, consumers should also consider the specialized electricity-company and NEPRA complaint mechanisms because electricity regulation and consumer complaints have dedicated procedures.

Is There a Fee for Filing a NEPRA Complaint?

The NEPRA online complaint system provides an online mechanism for consumers to register complaints. The official complaint system does not list a general filing fee on its current online registration form.

Consumers should use only official complaint channels and should be cautious of anyone demanding unofficial payment for registering or tracking a complaint.

How Long Does an Electricity Complaint Take?

There is no single processing time that applies to every electricity complaint.

The time can depend on:

• Type of complaint.

• Electricity company.

• Nature of the technical problem.

• Billing issue.

• Availability of records.

• Investigation required.

• Consumer documents.

• Response from the electricity company.

• NEPRA's applicable procedure.

NEPRA's website currently publishes consumer complaint statistics and states that complaints are handled through its Consumer Affairs Division.

Consumers should track their individual complaint rather than relying on a universal number of days.

What If the Electricity Company Does Not Resolve the Complaint?

Keep evidence of the original complaint.

Then check whether the matter falls within NEPRA's consumer complaint jurisdiction.

Prepare:

• Original complaint number.

• Electricity bill.

• Relevant correspondence.

• Company response, if any.

• Evidence of unresolved problem.

• Any other supporting documents.

NEPRA's current online form specifically asks whether the consumer previously approached the concerned distribution company or licensee.

What If the Complaint Is Rejected?

Read the written response carefully.

Determine:

• Why the complaint was rejected.

• Whether the response addresses the actual issue.

• Whether additional documents are required.

• Whether another complaint or review mechanism exists.

• Whether the matter falls within another authority's jurisdiction.

Keep the rejection or response because it may be relevant to further proceedings.

Can You File a Complaint If the Matter Is Already in Court?

Be careful.

NEPRA's complaint form includes an affidavit stating that no suit, appeal, petition, complaint or other judicial proceeding concerning the complaint is pending before a court, tribunal, forum or board.

If your electricity dispute is already pending before a court or another competent forum, do not make a conflicting declaration. Check the applicable rules and obtain appropriate legal guidance where necessary.

How to Write an Electricity Complaint

Keep the complaint factual and specific.

A useful structure is:

Subject: Complaint regarding excessive electricity bill.

Consumer information: Consumer/reference number and relevant account details.

Problem: Explain exactly what is wrong.

Timeline: State when the problem began.

Previous complaint: Give the electricity company's complaint number.

Evidence: List the attached bill, meter photograph and previous correspondence.

Requested action: Clearly explain the correction or investigation you are requesting.

Avoid insults, threats and unsupported accusations.

Example of a Billing Complaint

A consumer who believes that the bill is incorrect can explain:

• The bill amount.

• Previous bill amount.

• Actual meter reading.

• Reading printed on the bill.

• Consumer/reference number.

• Date of meter photograph.

• Date of previous complaint.

• Response from the electricity company.

• Specific correction requested.

This gives the complaint authority a clear factual record.

Example of a Load-Shedding Complaint

For repeated unscheduled outages, record several incidents instead of making only a general statement.

Include:

• Area.

• Date.

• Time electricity went off.

• Time electricity returned.

• Approximate duration.

• Frequency.

• Previous complaint number.

• Any response received.

This creates a more useful record for investigation.

Safety During Electricity Problems

Electricity complaints should never put a consumer at physical risk.

Do not:

• Touch fallen electrical wires.

• Attempt to repair live electrical equipment.

• Open a meter.

• Tamper with electrical connections.

• Remove damaged electrical equipment yourself.

• Enter an unsafe electrical area.

NEPRA's official safety guidance advises consumers to stay away from fallen wires and immediately inform the electricity company.

Final Checklist

Before submitting an electricity complaint in Pakistan, check:

• Have I identified the electricity company?

• Do I have my consumer/reference number?

• Do I have the latest bill?

• Have I checked the actual meter reading?

• Have I recorded the date of the problem?

• Have I already complained to the electricity company?

• Do I have the first complaint number?

• Have I kept copies of correspondence?

• Have I collected relevant evidence?

• Have I identified the correct complaint category?

• Have I explained the issue clearly?

• Have I stated the exact action I want?

• Have I checked whether the matter is already before a court or tribunal?

• If escalating to NEPRA, have I completed the required preliminary complaint process?

• Have I saved the NEPRA tracking number?

• Have I kept all complaint records?

The most important practical approach is to start with the electricity company serving your area, document the complaint and preserve the complaint number. If the matter remains unresolved and falls within NEPRA's jurisdiction, use the official NEPRA Consumer Complaint Management System and keep the tracking number for follow-up. NEPRA currently provides both online registration and complaint tracking facilities.

Guide Information

Step-by-Step Process

1. Identify the electricity problem.

2. Determine whether the problem concerns billing, metering, supply, load shedding, connection, disconnection or another service.

3. Identify the electricity company printed on your electricity bill.

4. Locate your consumer, account or reference number.

5. Keep the latest electricity bill.

6. Collect previous bills if the complaint concerns billing.

7. Check the actual electricity meter reading where relevant.

8. Take a clear photograph of the meter if there is a reading dispute.

9. Record the date on which the problem occurred.

10. Record the time and duration of outages where relevant.

11. Record the location and affected premises.

12. Contact the relevant electricity company's official complaint channel.

13. Submit the complaint to the electricity company.

14. Explain the problem clearly.

15. Provide your consumer/reference number.

16. Provide supporting information requested by the company.

17. Obtain the complaint or reference number.

18. Save a screenshot, receipt or written acknowledgement.

19. Keep copies of all documents submitted.

20. Wait for the electricity company's response where appropriate.

21. Record the response received.

22. Check whether the actual problem has been resolved.

23. If the problem remains unresolved, collect evidence showing that it is still pending.

24. Determine whether the matter falls within NEPRA's consumer complaint jurisdiction.

25. Open the official NEPRA Consumer Complaint Management System.

26. Select the complaint registration option.

27. Enter the age or date of the pending issue.

28. State whether the complaint was previously lodged with the distribution company or licensee.

29. Enter your CNIC.

30. Enter your name.

31. Enter your address.

32. Select your city.

33. Select your province.

34. Enter your mobile number.

35. Enter your email if applicable.

36. Select the consumer category.

37. Enter your electricity account/reference/consumer number.

38. Select the relevant DISCO or licensee.

39. Select the nearest NEPRA complaint office.

40. Write the main points of the complaint.

41. Provide the required declaration information.

42. Attach the permitted supporting document where required.

43. Review the complaint carefully.

44. Submit the NEPRA complaint.

45. Save the NEPRA tracking number.

46. Use the official tracking facility to monitor the complaint.

47. Respond to any request for additional information.

48. Keep all correspondence until the complaint is finally resolved.

49. Consider Pakistan Citizen's Portal as an additional government grievance channel where appropriate.

50. If the matter involves a court, tribunal or specialized legal remedy, check the applicable procedure before making further representations.