A wrong electricity bill in Pakistan can result from meter misreading, incorrect tariff category classification, false arrears entries, or failure to post a payment — each error type has a different complaint channel and resolution process.
Identify What Is Wrong with Your Bill
Before filing any complaint, be precise about what you believe is incorrect. Vague complaints ("my bill is too high") are harder for DISCO staff to resolve than specific ones ("my bill shows 680 units consumed but last month was 210 and I haven't changed my usage"). Common billing problems fall into these categories:
Meter reading error: The units consumed don't match the difference between your current and previous meter readings. You can verify this yourself by checking your physical meter right now — read the meter, subtract the previous reading on your bill, and compare the result to the billed units.
Extended estimated billing: Your bill shows 'E' (Estimated) for the third or more consecutive month, and the accumulated estimate differs significantly from your actual usage.
Wrong tariff category: You're being charged commercial or non-protected rates on what should be a protected residential connection. See our Protected vs Non-Protected guide for how to identify and fix this specifically.
Unexplained surcharges: A charge appears that isn't explained by FPA, QTA, or standard tariff components, or the FPA/QTA rate on your bill doesn't match NEPRA's published determination for that month.
Call the DISCO Helpline First
The fastest route to resolving most billing errors is a phone call to your DISCO's helpline at 118. Have ready: your reference number, the billing month in question, the specific error you've identified, and your own meter reading if relevant.
Ask the helpline agent to: (1) note your complaint formally with a complaint reference number, (2) confirm whether a meter re-reading is scheduled, and (3) confirm whether the complaint will be resolved before the due date — this last point matters because you shouldn't pay a disputed amount without a clear resolution path.
During the call, say explicitly: "I am disputing this bill and would like the due date extended pending investigation." DISCOs are supposed to extend the due date on formally disputed bills — though enforcement varies by DISCO and agent. Get the complaint reference number in writing via SMS if possible.
Visit the Subdivision Office with Your Evidence
If the helpline doesn't resolve the issue within 3–5 business days, visit your nearest DISCO subdivision office in person. Bring:
- The disputed bill (paper or PDF)
- Your CNIC (original)
- Your own meter photo (taken today) showing the current reading
- Bills from the last 3–6 months showing your typical consumption pattern
- Your helpline complaint reference number (if you've one)
At the office, ask to see the SDO (Sub-Divisional Officer) or the Revenue Officer — they have authority to investigate and correct bills. Counter staff handle payments; billing disputes need a supervisor.
File a written complaint using the subdivision office's complaint form. Write your full name, reference number, a brief description of the error, and what correction you're requesting. Sign and date it. Keep a copy with the office stamp and your complaint number.
Escalate to NEPRA if the DISCO Doesn't Resolve
If the DISCO ignores your complaint or gives an unsatisfactory response within 30 days, you've the right to escalate directly to NEPRA — the independent electricity regulator.
Online complaint at NEPRA: Go to nepra.org.pk → Consumer Complaints → File New Complaint. You'll need your CNIC, DISCO name, reference number, complaint description, and evidence (upload your bills and correspondence). NEPRA assigns a case number and typically responds within 30–45 days.
Written complaint to NEPRA: Send a formal letter to NEPRA's Consumer Protection Cell at 1st Floor, OPF Building, G-5/2, Islamabad. Include all evidence and your DISCO's response (or lack thereof).
What NEPRA can do: Order the DISCO to correct the bill retroactively, require a refund for overcharging, and impose penalties on the DISCO for repeated consumer rights violations. NEPRA's intervention is taken seriously by DISCOs.
| Complaint Channel | Best For | Response Time | Access |
|---|---|---|---|
| DISCO helpline (e.g. 118 LESCO) | Quick billing disputes, arrears queries | Same call | Call from any phone |
| DISCO online complaint form | Billing errors, meter reading issues | 3–7 working days | DISCO's official website |
| Visit DISCO SDO office | Major disputes, meter replacement needed | On-the-spot — bring bill + CNIC | Your subdivision office |
| NEPRA consumer portal | Unresolved DISCO disputes after 30 days | 15–30 days | nepra.gov.pk → complaints |
| Wafaqi Mohtasib (Ombudsman) | Final escalation when NEPRA fails | 30–60 days | mohtasib.gov.pk |
Understanding Your Bill — Common Questions and Solutions
Ask explicitly for a complaint reference number before ending the call — they're required to provide this. If refused, visit the subdivision office directly and file in writing. A written complaint with date and stamp can't be ignored the way a phone call can.
When you filed the formal written complaint, you should have requested a due date extension. If the surcharge was applied despite a pending formal complaint, include the surcharge reversal in your complaint to the SDO or in the NEPRA escalation.
This is technically the DISCO's standard process for billing disputes — pay under protest and claim adjustment later. If you pay, write 'Paid Under Protest — Dispute Reference #XXXX' on any payment form. This preserves your right to claim the difference.
File a formal escalation to NEPRA at nepra.org.pk — 30 days is the standard resolution timeline DISCOs are expected to meet. Include the subdivision office complaint reference number and the dates of your interactions.
Frequently Asked Questions
Technically yes if you've filed a formal dispute — DISCOs are supposed to extend due dates. In practice, DISCOs may still issue disconnection notices. The safest approach is to pay under protest (noting the dispute in writing) and pursue the refund through the complaint process.
The strongest evidence is: a photo of your meter showing the current reading, your bills for the past 6 months showing your normal consumption pattern, and the specific mathematical error you've identified. Expert meter testing is available through DISCO for a fee if the meter is suspected faulty.
NEPRA's Consumer Protection Cell typically issues an initial response within 30 days. Full resolution of complex cases can take 2–3 months. For most straightforward billing errors, DISCO resolution at subdivision level (step 3) is faster.
No — filing a complaint with NEPRA's Consumer Protection Cell is free for all electricity consumers. The process is accessible online at nepra.org.pk without any fee or legal representation required.
There's no formal cap — NEPRA can order a DISCO to refund any overpayment going back to when the error began, plus apply it as a credit against future bills. For old disputes (2+ years), the refund claim process becomes more complex and may require additional documentation.