MEPCO Bill Complaint 2026 — How to Register, Track and Resolve a Billing Complaint

When Should You File a Billing Complaint?

File a complaint when your bill shows any of the following:

• Wrong meter reading — the present or previous reading on the bill does not match your physical meter
• Estimated reading (EST) that seems too high — the company estimated your consumption significantly above what you actually used
• Sudden bill spike with no change in usage or appliances
• Overbilling — bill amount is higher than what the tariff calculation should produce for your units
• Wrong name on the bill — previous owner, landlord, or incorrect name
• Wrong address on the bill
• Incorrect consumer category — billed as commercial when you are residential, or unprotected when you should qualify as protected
• Charges you cannot identify — line items that do not correspond to any standard charge
• Duplicate charges or amounts carried forward that were already paid
• Detection bill you wish to contest — see the detection bill guide for the specific process

Method 1: Online Complaint via PITC CCMS Portal (Recommended)

The Customer Complaint Management System (CCMS) at ccms.pitc.com.pk is the official online portal for billing complaints. Filing online creates a written record with a complaint number and timestamp — far more effective than verbal complaints at a counter.

How to file online:

1. Go to ccms.pitc.com.pk on your phone or computer
2. Click "Register Complaint" or "New Consumer Complaint"
3. Enter your 14-digit reference number
4. Select complaint category — Billing Complaint, Meter Issue, etc.
5. Describe your complaint in the text box — be specific: state the billing month, the reading shown vs your actual meter reading, and the difference
6. Upload a photo of your meter (showing the current reading) and your bill if possible
7. Submit — you receive a complaint reference number by SMS or on screen
8. Track your complaint status on the same portal using this reference number

NEPRA has set a maximum resolution timeline: most billing complaints must be resolved within 7 to 15 working days. If the complaint is not resolved in that time, you can escalate to NEPRA directly.

Method 2: Complaint by Phone — Helpline 118

Call 118 from any mobile or landline — available 24 hours a day, 7 days a week.

Keep the following ready before calling:

• Your 14-digit reference number
• The billing month in question
• Your meter's current physical reading
• The reading shown on the bill

Ask the operator to register your complaint formally and request a complaint number. Without a formal complaint number, there is no record of your call. If the operator only offers general advice without logging a complaint, specifically ask them to "register a formal complaint and provide a reference number."

Method 3: In-Person at Subdivision Office (Most Effective for Meter Issues)

For complaints involving physical meter problems — a stuck meter, meter running fast, meter seal broken, or meter showing readings that do not match actual consumption — visiting your subdivision office in person is often the fastest resolution path.

What to bring:

• Original or duplicate copy of the disputed bill
• Your CNIC (original)
• A photo of your current meter reading (take it before leaving home)
• Any previous bills showing the pattern of normal consumption

At the subdivision office, ask to speak with the Meter Inspector or the Revenue Officer — not just the front desk. State your complaint clearly and ask them to formally log it in their system and give you a written acknowledgment with a date stamp.

What they can do on the same visit:

• Visually inspect your meter
• Raise a meter testing request if the meter appears faulty
• Correct an estimated reading if your physical meter reading clearly differs from what was billed

Method 4: SMS Complaint — 8118

Send a text message to 8118 describing your complaint. Include your reference number and the nature of the issue.

This method is limited — the SMS system acknowledges receipt but follow-up is slower than CCMS or phone. Use it when you cannot access the internet and need to register something in writing quickly.

What to Include in Your Complaint

A specific, documented complaint gets resolved faster than a vague one. When writing or stating your complaint, include:

• Your 14-digit reference number
• The billing month you are disputing
• The reading on your bill (both present and previous)
• Your actual meter reading at the time you checked
• The difference in units — how many extra units you were billed for
• A clear statement of what you want: reading correction, amount adjustment, meter testing

Example complaint text:
"My bill for July 2026 (Reference No. XXXXXXXXXXXXXX) shows present reading 9,840 and previous reading 9,640, giving 200 units billed. However, my meter currently reads 9,700 — a difference of 140 units from the billed amount. The meter reading marked EST indicates it was estimated. I request a correction based on my actual reading of 9,700."

This kind of specific complaint is actionable. "My bill is wrong" is not.

What Happens After You File a Complaint?

For estimated reading complaints: The next meter reading cycle should produce an actual (not estimated) reading. If your actual consumption was less than what was estimated and billed, the difference is credited to your next bill as a negative adjustment.

For meter testing requests: A meter testing team visits your premises and tests the meter for accuracy. If the meter is found to be running faster than the allowable tolerance, the bill is adjusted. If it is within tolerance, no adjustment is made.

For name or address corrections: Processing takes 7 to 15 working days after submission of required documents. The correction reflects on your next month's bill.

For overbilling complaints: The Revenue Officer reviews your billing history and the complaint. If a calculation error is confirmed, the excess amount is credited to your account.

Escalation — when the company Doesn't Respond

If your complaint is not resolved within 15 working days of filing, you have the right to escalate:

Step 1: Escalate within MEPCO
Contact the Circle Office (one level above the subdivision office) and report that your complaint has not been resolved. Reference your original complaint number.

Step 2: Escalate to NEPRA
File a consumer complaint with NEPRA at nepra.org.pk or call NEPRA's consumer services. NEPRA has regulatory authority over all DISCOs and can direct it to resolve your complaint. NEPRA takes unresolved complaints seriously — they track DISCO performance on complaint resolution.

Step 3: CCMS escalation
The CCMS portal has an escalation feature — if your complaint exceeds the resolution timeframe, you can flag it for supervisor review directly through the portal.

Complaint for Wrong Name on Bill

Name corrections require a visit to the subdivision office with:

• CNIC (original + photocopy)
• Property ownership document (registry, mutation document, or allotment letter)
• Latest electricity bill
• A written application for name change

The subdivision office forwards the application to the circle office for approval. Processing time: 7 to 15 working days. The corrected name appears on the next bill.

If the property was purchased and the previous owner's name is on the bill, you need the property transfer documents in addition to the above.

Complaint for Incorrect Consumer Category

If you are billed as commercial when your premises is purely residential, or as unprotected when your usage history qualifies you for protected status — this is correctable through a formal reclassification request.

Submit at your subdivision office with supporting documentation (CNIC, bill, usage history). A load survey may be conducted. Reclassifications are retroactive in some cases — if you were overbilled for months under the wrong category, the excess may be credited.

Frequently Asked Questions — Bill Complaints

How long does a billing complaint take to resolve?
NEPRA's standard: 7 to 15 working days for most billing complaints. Meter testing cases may take up to 30 days if a physical testing team needs to visit. Name correction takes 7 to 15 working days after document submission.

Will I still get a new bill while my complaint is pending?
Yes. Bills continue to be generated on the normal cycle. You should pay the undisputed portion of the current bill before the due date to avoid late payment surcharge. When the complaint is resolved, any excess is credited to your account rather than refunded in cash.

What if my meter reading complaint was resolved but the credit did not appear?
Check the "arrears/adjustments" section of your next bill. Credits from resolved complaints appear as negative adjustments. If nothing appears after two billing cycles, contact the subdivision office with your complaint number and ask for the credit confirmation.

Can I dispute a detection bill through the same complaint process?
No. Detection bills have a separate appeal process — first to the Divisional Superintendent, then to the Superintending Engineer, then to NEPRA. See the detection bill guide for that process.

I filed a complaint and then my electricity was disconnected — is that legal?
If you filed a complaint about the amount due and the company disconnected you without resolving it, that may be a procedural violation under NEPRA rules. Contact NEPRA's consumer services immediately and reference your complaint number.

Can I file a complaint on behalf of my tenant or family member?
The complaint should come from the registered consumer (the name on the bill) or a person with written authorization from the registered consumer. Bring a written authorization letter and CNIC copies of both parties.

Last updated: August 2026
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