Where do I file a complaint against MEPCO, LESCO or K-Electric?

Two levels. First: your DISCO's Customer Services Centre (mandatory first step — NEPRA won't accept your complaint until you have a DISCO diary number). Second: the NEPRA Complaint Portal at nepra.org.pk/complaint.html, or via email to complaints@nepra.org.pk.

How long does NEPRA take to resolve a complaint?

60 days per the Consumer Service Manual. NEPRA acknowledges within 3 working days, forwards to the DISCO within 7 days, and issues a final order within 60 days. Complex cases (metering disputes, refunds > Rs. 100k) can go to 90 days.

What evidence should I attach?

Copy of your DISCO complaint with diary number, copies of disputed bills (last 6 months), meter photograph with today's date visible, CNIC copy, and if applicable — bank challan of overpayment. Screenshots of USSD/app payment receipts count.

Can I skip the DISCO and go straight to NEPRA?

No. NEPRA requires you to give the DISCO 15 days to resolve first. Only after they miss the 15-day SLA can NEPRA take the case. Exception: emergency disconnection or safety hazards — those go direct.

What if NEPRA rules against me or misses the SLA?

Two escalations: (1) File a Review Petition to NEPRA within 30 days, or (2) file with the Wafaqi Mohtasib (Federal Ombudsman) at mohtasib.gov.pk — free, and their orders are binding on the DISCO.

Does NEPRA charge a fee to file a complaint?

No. All complaints on the NEPRA portal are free. The DISCO cannot charge you either — that's an offence under the NEPRA Act 1997, section 26.

Consumer rights · 2026

How to file a NEPRA complaint against your DISCO

Every DISCO in Pakistan — MEPCO, LESCO, IESCO, K-Electric, and the rest — is regulated by NEPRA under the NEPRA Act 1997. If your DISCO won't fix a problem, NEPRA can. This guide walks you through the two-stage complaint process, the evidence you need, the 60-day SLA, and how to escalate to the Federal Ombudsman if NEPRA drags its feet.

What kinds of complaints does NEPRA handle?

Complaint type	Typical trigger	SLA	Likely outcome
Over-billing (wrong reading)	Bill 2× higher than usual	30 days	Revised bill + refund
Delayed new connection	> 30 days past Demand Notice	45 days	DISCO fined Rs. 100k/day, connection expedited
Wrong tariff category	Domestic billed as commercial	60 days	Category correction + refund of difference
Meter not installed after payment	New connection paid but no meter	30 days	Meter within 15 days of order
Security-deposit refund refused	Meter removed but deposit not returned	60 days	Refund + 6% markup for the delay
Voltage fluctuation damage	Appliances burnt by surge	90 days	Compensation up to Rs. 200k per incident
Wrong disconnection	Disconnected despite paying bill	24 hours (emergency)	Reconnection within 6 hours + Rs. 5k compensation

Stage 1 — File at your DISCO first (mandatory)

NEPRA won't accept your complaint until you've given the DISCO 15 working days to fix it. Skipping this step means your case gets sent back.

Visit the nearest Customer Services Centre (address on 118.com.pk or your DISCO's website).
Write the complaint on plain paper: your name, address, reference number, complaint (dates, amounts, evidence you're attaching).
Attach photocopies — never originals — of bills, CNIC, meter photo.
Ask for a diary number on your receipt copy. This is proof you filed. Without it, NEPRA can't see your DISCO complaint.
Some DISCOs (LESCO, K-Electric) also accept online complaints via their app/portal — you still get a diary number, keep the screenshot.

Stage 2 — Escalate to NEPRA (after 15 days)

If your DISCO ignores you or fixes it wrongly, NEPRA is the regulator.

Open nepra.org.pk/complaint.html.
Click "File a Complaint" — no login required, but you'll enter your CNIC and mobile for OTP verification.
Category: pick the closest match (Billing, Metering, Connection, Voltage, Refund, Other).
DISCO: pick from dropdown. Reference number: paste your 14-digit ref.
Complaint description: factual, chronological. Include your DISCO diary number in the first line.
Upload evidence PDFs (max 5 MB each): bills, meter photo, DISCO complaint copy, CNIC.
Submit. You'll get an SMS + email with a NEPRA case number within 3 working days.
Track at nepra.org.pk/tracking using the case number.

Stage 3 — If NEPRA fails you: the Federal Ombudsman

NEPRA missed the 60-day SLA, or you disagree with the order? Two options:

NEPRA Review Petition — file within 30 days of the order at the same portal. Escalated to a 3-member bench.
Wafaqi Mohtasib (Federal Ombudsman) — mohtasib.gov.pk. Free, faster (average 45 days), and the Ombudsman's orders are legally binding on both the DISCO and NEPRA. Use this if you suspect NEPRA is siding with the DISCO.

Roughly 22% of NEPRA cases that get escalated to the Wafaqi Mohtasib are decided in favour of the consumer with additional compensation ordered against the DISCO — so the escalation path is real.

Sample complaint text you can copy

To: The Chief Customer Services Officer, [DISCO Name]
Ref: [Your 14-digit reference number] · Diary No: [DISCO diary if Stage 2]

Subject: Excessive/Wrong bill for [month] 2026 — request for revision

Dear Sir/Madam,

My monthly bill for [month] is Rs. [amount] against [units] units. My average for the previous 6 months is Rs. [avg] against [avg units] units. There has been no change in my usage pattern.

I request an inspection of the meter and revision of the bill. My meter reading on [date] is [reading kWh], photograph attached.

I look forward to a resolution within the 15-day SLA prescribed by the NEPRA Consumer Service Manual.

Regards,
[Name] · [CNIC] · [Address] · [Mobile]

Frequently asked questions

Bill explained Why is my bill so high?New connection guide Meter reading guide Protected consumer checker