An electricity complaint moves fastest when you file it in the right order. Start with your distribution company through its CCMS portal or the 118 helpline, get a tracking number, and give it time to resolve. If it does not, escalate to NEPRA's Complaint Management System, and after that to the Wafaqi Mohtasib. Overbilling, a detection bill, a dead meter and long outages are all valid complaints. This guide covers each step, the evidence to attach, and the tracking numbers to keep.
What you need
- Your 14-digit reference number.
- Your bill and, for a billing dispute, a photo of the meter reading.
- A mobile number to receive the tracking number.
Step-by-step
- 1
File with your DISCO first (CCMS or 118)
Open your DISCO complaints or CCMS page, choose the complaint type such as over-billing, enter your reference number and describe the issue. Or call 118. Save the tracking number they issue.
- 2
Attach your evidence
For a billing dispute, attach a photo of the meter that shows the actual reading against the billed reading. Clear evidence moves the case faster.
- 3
Give the DISCO time, then escalate
If the company does not resolve it in a reasonable time, take the tracking number to the DISCO's senior office, the Superintending Engineer or Customer Services Director.
- 4
File with NEPRA's CMS
If it stays unresolved, register a complaint on NEPRA's Complaint Management System at nepra.org.pk with your reference number, the case history and your evidence. Note the NEPRA tracking number.
- 5
Approach the Wafaqi Mohtasib
For unresolved service failures, the Federal Ombudsman (Wafaqi Mohtasib) hears complaints against public utilities and can direct the DISCO to act.
Key details
| Cost to complain | Free at every stage |
| DISCO channels | CCMS portal, 118 helpline, SMS 8118, company website |
| Regulator | NEPRA Complaint Management System (nepra.org.pk) |
| Final escalation | Wafaqi Mohtasib (Federal Ombudsman) |
Tips & things to watch
- Always keep the tracking number from each stage. It links your case as you escalate.
- Photograph the meter reading for any billing dispute. It is the strongest evidence.
- Raise an overbilling complaint before the due date so you are not forced to pay the disputed amount first.
Frequently asked questions
Complain to your DISCO first, through its CCMS portal or the 118 helpline. Get a tracking number. Escalate to NEPRA only if the DISCO does not resolve it.
Register on NEPRA's Complaint Management System at nepra.org.pk with your reference number, the case history and photo evidence. Keep the NEPRA tracking number to follow up.
Yes. Filing is free at every stage, from the DISCO CCMS and 118 line to NEPRA and the Wafaqi Mohtasib. You never pay to dispute a bill.
A detection bill charges for units the DISCO believes went unmetered, often after a meter fault. Yes, it can be disputed through the same complaint process with evidence.