Complaints · Consumer Rights
How to File an Electricity Complaint in Pakistan
When your electricity bill has an error, your power keeps going out, or your new connection is stuck, you have real rights as a consumer. This guide walks through the correct escalation path, from your DISCO's helpline all the way to NEPRA if needed.
What Kind of Complaints Can You File
Overbilling or billing error
Wrong meter reading, slab miscalculation, estimated bills that are far off, or a bill for units you clearly did not consume.
Power outage or excessive load shedding
Unscheduled outages beyond the scheduled load shedding window, or outages longer than the notified duration.
Faulty meter
Meter running fast, showing incorrect readings, or not registering usage at all.
New connection delay
Your ENC application has exceeded the standard processing time (15 to 30 days for most DISCOs, up to 60 days for HESCO and SEPCO).
Infrastructure fault
Exposed wiring, a damaged transformer, or a cable fault that poses a safety risk. These are urgent — call 118 immediately.
Step 1: Contact Your DISCO
Always start here. Most issues are resolved at this level.
- 1
Call 118 (Universal Helpline)
Free from any network. Explain your complaint and get a complaint reference number. Write it down.
- 2
Or visit your sub-division office
Bring your CNIC and a copy of the bill in question. Submit a written complaint and ask for a stamped acknowledgement copy.
Tip: Always get a written receipt of your complaint with a complaint number. Without this, you cannot escalate effectively.
- 3
Timeline
DISCOs are required to resolve billing complaints within 30 days and technical complaints (meter, connection) within the NEPRA-mandated SLA for that issue type.
Step 2: Escalate to NEPRA (if DISCO doesn't resolve in 30 days)
- 1
Call NEPRA Consumer Services
Phone: 051-9207200. Available Monday to Friday during office hours. Have your DISCO complaint number ready.
- 2
Submit online at nepra.org.pk
NEPRA's website has an online complaint submission form. Attach your original complaint copy, the DISCO's response (or evidence of non-response), and supporting documents like photos or old bills.
- 3
Email NEPRA
Email: info@nepra.org.pk. Subject line should clearly state your complaint category and DISCO name.
- 4
NEPRA investigation
NEPRA contacts the DISCO and requires a response. For billing complaints, the DISCO must provide the meter records and billing history. NEPRA can order a refund or credit to your account if the complaint is upheld.
Tip: Include as much documentation as possible: photos of your meter, copies of previous bills, your CNIC, and the original complaint number from your DISCO.
Pay Your Bill While Disputing It
Do not stop paying your electricity bill while a complaint is in progress. You can pay the non-disputed amount (your average normal bill) and dispute the excess portion. Withholding all payment can result in disconnection, which then requires a reconnection fee and delays of several days even after the dispute is resolved.
FAQs
Frequently asked questions
How long does NEPRA take to resolve a complaint?
NEPRA aims to resolve consumer complaints within 60 days. Complex cases involving meter testing or tariff disputes may take longer. NEPRA provides status updates and typically requires the DISCO to respond within a shorter window.
What is the PMDU and how is it different from NEPRA?
The Pakistan Meter Defect Unit (PMDU) or similar mechanism handles meter defect testing disputes. If you request an MDT (Meter Defect Test) and disagree with the result, PMDU provides an independent second opinion. Ask your DISCO for details specific to your region.
Can I get a refund if the DISCO overbilled me?
Yes. If NEPRA determines you were overbilled, the DISCO is required to refund the overcharged amount. Refunds are usually applied as a credit to your next bill rather than a cash refund, unless the amount is significant.