Quick Answer
Where do I file an electricity complaint in Pakistan?
Start with your distribution company (DISCO): call 118, SMS 8118, or use its online complaint form. If it isn’t resolved, file an online complaint with NEPRA, which says consumers should approach their distribution company first. [verify the current NEPRA process] You can also use the Pakistan Citizen Portal and the Wafaqi Mohtasib for wider grievances.
Electricity Complaints in Pakistan: Where to File, in What Order, and How to Escalate
Not an official government website, and not legal advice. We’re an independent guide. Use your electricity company’s official channels, NEPRA and the other bodies named below.
Step 1: Complain to Your Electricity Company (DISCO)
NEPRA’s published decisions carry the same note: consumers should approach their respective distribution company in the first instance, and if their grievances aren’t resolved, they can file an online complaint on NEPRA’s website.
Helpline 118
In September 2026, the News International reported that the federal energy minister reviewed the Helpline 118 Customer Care Service, which lets consumers report complaints directly, in seven languages, without going through an intermediary, and warned distribution companies to fix complaints on time or face action. [verify the current operation.] See our IESCO guide for how the 118 platform works.
Which Company Is Yours?
Check the heading on your bill, then use your company’s page:
| Region | Electricity Company | Our Guide |
|---|---|---|
| Islamabad and Rawalpindi area | IESCO | IESCO |
| Lahore area | LESCO | LESCO |
| Gujranwala area | GEPCO | GEPCO |
| South Punjab | MEPCO | MEPCO |
| Peshawar and other PESCO-served areas of KP | PESCO | PESCO |
| Merged tribal districts | TESCO | TESCO |
| Hazara region | HAZECO | Guide coming soon |
| Hyderabad area | HESCO | HESCO |
| Sukkur area | SEPCO | SEPCO |
| Karachi | K-Electric | K-Electric |
| Faisalabad region | FESCO | Guide coming soon |
| Quetta and Balochistan | QESCO | Guide coming soon |
Other DISCO Channels
Depending on the company, you may also have:
- SMS 8118 with your reference number and complaint
- An online complaint form or a CCMS portal. One guide describes the Customer Complaint Management System (CCMS) that issues a tracking number.
- The “Roshan Pakistan” app (formerly DISCO Light), where you log in with your reference number and tap Lodge Complaint. [verify the app and whether your company supports it.]
- Your sub-division office. For major disputes, bring your bill and CNIC.
Ask for a complaint number. It’s your proof for escalation. If a helpline refuses, file in writing at the sub-division office.
Step 2: Escalate to NEPRA
If the DISCO doesn’t fix it, or its answer is unsatisfactory, file an online complaint with NEPRA’s Consumer Affairs function. NEPRA’s published decisions show that complaints go under Section 39 of the Regulation of Generation, Transmission and Distribution of Electric Power Act, 1997.
What to expect:
- NEPRA’s online form asks whether you first complained to your DISCO. A guide says bring your DISCO complaint or tracking number as proof. [verify.]
- A guide says the process is free and doesn’t need a lawyer. [verify.]
- NEPRA decisions are published online, including decisions on detection bills, load shedding, new connections and disputed bills. Recent examples exist for LESCO, GEPCO, PESCO, FESCO and K-Electric. [verify what’s useful for your case.]
- NEPRA also handles review motions and appeals against its regional decisions. [verify.]
- Guides mention a mobile app (NEPRA Asaan Approach) and regional offices, for example in Karachi. [verify.]
Don’t skip the DISCO step. A guide says NEPRA often refers you back if you haven’t tried your distribution company first. [verify.]
Step 3: Other National Channels
- Pakistan Citizen Portal (PCP): a guide says you can log a complaint against your DISCO under an energy category and get a tracked reference. See our Pakistan Citizen Portal guide.
- Wafaqi Mohtasib (Federal Ombudsman): for maladministration by federal agencies, filed on Form A or online. See our Wafaqi Mohtasib guide.
- Ministry of Energy (Power Division) grievance portal: one guide mentions one. [verify before publishing.]
Which Problem Needs Which Evidence?
| Problem | Documents and Evidence to Gather |
|---|---|
| Wrong or Inflated Bill | Latest electricity bill, previous bills, and clear photos of your electricity meter reading. |
| Detection Bill | Detection notice, proforma, and calculation details. See our SEPCO guide for more information. |
| Faulty or Burnt Meter | Photos of the meter, copies of electricity bills, and your existing complaint number, if available. |
| Power Outage or Low Voltage | Time of the issue, affected location, and your electricity reference number. |
| New Connection Delay | Application receipt, tracking details, and copies of submitted documents. |
| Load Shedding Beyond Schedule | Dates, times, and your area or locality where unscheduled outages occur. |
What About Safety Emergencies?
- Call 118 for sparking wires, fallen poles or similar hazards.
- Keep away from fallen or sparking wires, and warn others.
- Don’t touch electrical equipment in flooded areas.
- Don’t repair lines yourself.
See our Punjab, Sindh and KPK helplines pages.
Should I Pay the Bill While Disputing It?
Guides say not paying can lead to disconnection and reconnection fees on top of the disputed amount. They suggest paying the undisputed part and following the rules for your dispute. [Rules vary. Ask your DISCO or NEPRA what applies, and check any NEPRA decision for your case.]
Tips for Better Results
- Complain in writing and keep copies.
- Keep a log: dates, times, names and complaint numbers.
- Follow up on each channel at reasonable intervals.
- Don’t file the same complaint in many places without saying so.
- Be polite and factual.
How Do I Avoid Scams?
- Use only your company’s official numbers, NEPRA’s website and official apps. Check the web address carefully.
- Don’t pay staff or agents to “fix” a bill, a meter or a complaint.
- Don’t share OTPs, PINs or card details with callers claiming to be a DISCO.
- Beware of fake “complaint portals” that ask for fees or personal documents.
Frequently Asked Questions
1. Where do I file an electricity complaint in Pakistan?
With your distribution company first (118, SMS 8118 or its online form), then NEPRA if unresolved. [verify]
2. Can I go straight to NEPRA?
NEPRA’s decisions say to approach your DISCO first. [verify]
3. Is NEPRA’s complaint process free?
A guide says yes. [verify]
4. Is the 118 helpline free?
APP reports say it’s free from all mobile operators. [verify]
5. What law does NEPRA use?
Section 39 of the NEPRA Act, 1997.
6. Can I use the Pakistan Citizen Portal?
Yes, for tracked grievances against your DISCO. [verify]
7. Is this an official government portal?
No. We’re an independent guide. Use official channels.