Wrong electricity bill? Freeze payment and dispute it — the NEPRA way

1. Photograph the meter reading on the same day the bill is generated. Note the reading, date, and time. This is your primary evidence.
2. File a written dispute at your DISCO subdivision (One-Window centre) BEFORE the due date. Keep a stamped receipt of your complaint. Cite NEPRA CSM Clause 4.4 in the complaint.
3. Deposit 50% of the disputed amount + 100% of undisputed portion via bank challan. This is the disconnection shield. Attach the challan photocopy to your complaint.
4. Track the 15-day SLA. If DISCO doesn't decide within 15 days, escalate to the DISCO Chief Executive (registered post + email) with copy of original complaint.
5. If unresolved after 30 days total, file at NEPRA CAWEB: https://complaints.nepra.org.pk. Attach: original bill, dispute complaint, challan receipt, meter photo. NEPRA docket number arrives in 48 hours.
6. NEPRA hearing is scheduled within 60 days. DISCO must appear with reading register, meter test report, and billing history. You can attend in person or via video link.
7. NEPRA order is binding. If you win, DISCO must credit the disputed amount + Rs. 500–25,000 compensation (based on hardship) within 30 days. If you lose, pay balance without further surcharge.
8. If DISCO ignores the NEPRA order, file Contempt of NEPRA Order at the same portal. Officers can be personally fined. This step almost always triggers immediate compliance.

To: The XEN, [SUBDIVISION] Subdivision, [DISCO NAME]
Subject: Formal Dispute of Bill No. [REF NO] dated [DATE]
Under: NEPRA Consumer Service Manual Clause 4.4

Sir/Madam,

I, [NAME], holder of connection [REF NO] at [ADDRESS], hereby
formally dispute the electricity bill dated [DATE] for the following
reason(s):

  [Detection bill without show-cause / 3rd estimated bill /
   over-reading of [X] units against actual [Y] / wrong tariff
   slab / meter jump not supported by usage — pick one]

Enclosed:
  1. Photocopy of disputed bill
  2. Photograph of meter reading dated [DATE] showing [READING]
  3. Bank challan of Rs. [50% AMOUNT] deposited against undisputed portion
  4. Previous 6 months' bills for comparison

Per NEPRA CSM Clause 4.4, kindly do NOT disconnect the supply while
this dispute is under process. I request written resolution within
the 15-day SLA, failing which I will escalate to NEPRA CAWEB.

Signed,
[NAME] / [CNIC] / [PHONE] / [DATE]

If you suspect the meter itself is fast, formally request a Meter Accuracy Test (MAT) at your subdivision. Fee is Rs. 500, refunded if meter is >3% fast. DISCO tests on their calibration bench in your presence — insist on this.

NEPRA rules: if the meter is >3% fast, DISCO replaces free of cost AND credits 6 months' worth of over-billing. If <3% fast or slow, no action but you get a written baseline you can cite in future disputes.

• Do not pay the full disputed amount "to be safe" — it kills your case and NEPRA will treat it as acceptance.
• Do not remove or break the meter seal — this converts a billing dispute into a theft case with criminal penalties.
• Do not verbally argue with the SDO and leave without a written receipt. Everything must be in writing with a diary number.
• Do not pay a "settlement" to a lineman/reader off the books. This is bribery and doesn't create any legal record.
• Do not miss the 30-day CAWEB escalation window — after this NEPRA can refuse to admit the complaint.