How to File Complaint Against Wrong Electricity Bill

Quick Answer

File a complaint through your DISCO's helpline (118), visit the subdivision office with your bill and CNIC, or submit online through the NEPRA complaint portal at nepra.org.pk. Pay the bill "under protest" before the due date to avoid disconnection while the complaint is pending.

When Should You Complain About an Electricity Bill?

Not every high bill is a billing error — summer AC usage genuinely triples consumption for most households. But certain patterns indicate a legitimate problem worth complaining about:

  • Meter reading mismatch. Your meter shows 2,450 but the bill says "Current Reading: 2,850." That's a 400-unit overcharge.
  • Sudden unexplained spike. You consumed 300 units last month and 800 this month with no change in appliances or habits. A faulty meter or misreading is likely.
  • "Average" or "assessed" bill. The bill shows "Avg" or "A" next to the reading — meaning the meter reader didn't actually read your meter and estimated the consumption based on history. These estimates are often inflated.
  • Wrong consumer category. You consumed 180 units but were charged at non-protected rates.
  • Incorrect FPA/QTA rates. The FPA on your bill doesn't match NEPRA's published rate for that month.
  • Billing after disconnection. You received a bill for a period when your supply was disconnected.

Step 1: Verify Before You Complain

Before filing a formal complaint, do a quick self-check:

  1. Read your meter. Compare the current meter reading with the "Current Reading" on your bill. If they match, the reading is correct — your consumption genuinely increased.
  2. Calculate units. Current Reading minus Previous Reading should equal "Units Consumed" on the bill. If it doesn't, the bill has a calculation error.
  3. Check the billing period. Some billing cycles are 33-35 days instead of the usual 30. More days = more units. This isn't an error, just a longer billing period.
  4. Review seasonal patterns. Compare with the same month last year if possible. Summer bills are naturally 2-3x higher than winter due to AC usage.

Pay under protest. Even if you believe the bill is wrong, pay it before the due date to avoid disconnection and late surcharges. Mark the payment as "under protest" — this preserves your right to a refund or adjustment if your complaint is successful. NOT paying is the worst strategy because disconnection adds reconnection fees on top of the disputed bill.

Step 2: File the Complaint

You have three complaint channels, listed from easiest to most effective:

Channel 1: DISCO Helpline (118)

Call 118 from any phone. Explain the issue, provide your reference number, and the operator logs a complaint. You'll receive a complaint number. This is the quickest method but has the lowest resolution rate — some complaints get lost in the system.

Channel 2: DISCO Subdivision Office (In Person)

Visit the subdivision office that manages your area. Bring your bill, CNIC, and any evidence (photos of your meter reading). File a written complaint and insist on a receipt with a complaint number. In-person complaints get more attention because staff can see you're serious. Ask for a meter test — DISCOs are required to test your meter within 30 days of a formal complaint.

Channel 3: NEPRA Complaint Portal (Escalation)

If your DISCO doesn't resolve the issue within 30 days, escalate to NEPRA. Visit nepra.org.pk/consumer-complaint.php and submit a formal complaint. NEPRA's consumer affairs division follows up with the DISCO and typically gets results within 2-4 weeks. This is the most effective channel for stubborn complaints.

What Happens After You Complain

  1. Complaint acknowledged. You receive a complaint number (keep this — you'll need it for follow-ups).
  2. Investigation. The DISCO assigns an officer to investigate. For meter disputes, they schedule a meter test.
  3. Meter testing. If requested, a technician tests your meter for accuracy. A variation of ±2.5% is considered normal. Beyond that, the meter is classified as faulty.
  4. Resolution. If the complaint is valid, the DISCO issues a revised bill with corrected charges. Any overpayment is credited to your next bill. If the meter was faulty, it's replaced at no cost.
  5. Escalation to NEPRA. If unsatisfied with the DISCO's resolution, you can escalate to NEPRA for an independent review.

To understand what each charge on your bill means, see how to read your electricity bill. For FPA-specific queries, read what FPA charges mean. Use our electricity bill calculator to verify expected charges.

Tips for a Successful Complaint

  • Document everything. Take a photo of your meter reading on the day the bill is generated. This is your strongest evidence in a meter dispute.
  • Be specific. "My bill is too high" won't get far. "My meter reads 2,450 but the bill shows 2,850 — a 400-unit discrepancy" gets immediate attention.
  • Keep complaint numbers. Every interaction should generate a reference number. Record them all. When escalating, you can show the trail of unresolved complaints.
  • Follow up consistently. Check complaint status weekly. DISCOs have 30 days to resolve complaints — if they don't, escalate to NEPRA immediately.
  • Consider consumer courts. For very large disputes (commercial connections, multi-month overcharges), consumer courts are an option. This is typically a last resort after NEPRA escalation has failed.

Electricity Bill Complaints — What to Know

Three options: call your DISCO helpline at 118, visit your subdivision office in person with your bill and CNIC, or file online through NEPRA's complaint portal at nepra.org.pk/consumer-complaint.php. Get a complaint number for tracking regardless of which method you use.

Yes — pay "under protest" before the due date. This prevents disconnection and late surcharges while preserving your right to a refund or credit if the complaint is successful. Not paying creates additional costs (reconnection fee, late surcharge) that you'll owe even if the original bill was corrected.

DISCOs are supposed to resolve complaints within 30 days. In practice, simple errors (misreading) are fixed within 1-2 weeks. Meter testing takes 2-4 weeks. If unresolved after 30 days, escalate to NEPRA, which typically pushes for resolution within an additional 2-4 weeks.

Yes. If your complaint is upheld, the DISCO issues a revised bill and credits the overcharged amount to your next bill. Actual cash refunds are rare — credits on future bills are the standard correction method.

NEPRA's consumer complaint portal at nepra.org.pk/consumer-complaint.php is an escalation channel for electricity disputes. If your DISCO doesn't resolve a complaint within 30 days, NEPRA's consumer affairs division intervenes and typically achieves resolution within 2-4 weeks.