How to File an Electricity Complaint in Pakistan (DISCO, PMDU & NEPRA)

Whether the issue is a wrong meter reading, an unexplained high bill, repeated outages, or a delayed new connection, Pakistan's electricity consumers have a defined, three-tier escalation path. Most issues are resolved at the first step - it's only when a DISCO doesn't respond that you need to escalate further.

Step 1: Your DISCO's Sub-Division Office or Helpline

Every complaint should start here. Sub-division offices handle meter checks, billing corrections, reconnections, and most routine service requests directly. Calling your DISCO's dedicated helpline is usually faster than visiting in person for straightforward billing questions.

• Find every DISCO's helpline number on our Complaints & Helplines page
• Find your nearest sub-division office on our DISCO Office Locations page

Step 2: PMDU (Prime Minister's Delivery Unit)

If your DISCO doesn't resolve the complaint within a reasonable time, the Pakistan Citizen's Portal (run under the PMDU) allows you to escalate the same complaint with a formal tracking number. Complaints logged here are monitored for DISCO response time, which often speeds up resolution considerably compared to an unescalated in-person complaint.

Step 3: NEPRA Consumer Complaint Cell

For unresolved billing disputes, meter accuracy disagreements, or service quality issues, NEPRA (the National Electric Power Regulatory Authority) operates a dedicated consumer complaint cell with the authority to direct a DISCO to correct a bill or take corrective action. This is the final regulatory escalation point for individual consumer disputes.

What to Have Ready Before You Complain

Complaints move faster with documentation in hand:

• Your reference/consumer number and account name
• A copy (photo or download) of the disputed bill from CheckBillsOnline.pk
• Photos of the physical meter reading, if the dispute involves a wrong reading
• Dates and details of the issue (outage duration, when the high bill was received, etc.)