How to Submit a Complaint Against Overbilling in Pakistan (Electricity & Gas) - 2025

(Updated 18 August 2025 | Covers NEPRA, OGRA, Discos, and Gas Utilities)

"In 2025, fighting overbilling takes less time than boiling a kettle—if you know the digital shortcuts."

⚡ Electricity Overbilling Complaints

🔌 Step 1: Report to Your DISCO (Within 48 Hours)

• Online: Use the Customer Complaint Management System (CCMS):
  • Visit ccms.pitc.com.pk → "Register Complaint".
  • Enter bill reference number, CNIC, or mobile number.
  • Select "Overbilling" category → upload bill copy/meter photo.
• Helpline: Dial 118 (nationwide) or your DISCO’s local number (e.g., MEPCO: 061-111-331-331).
• Mobile Apps: Use DISCO-specific apps (e.g., KE Live, LESCO Bill Checker) or NEPRA Asaan (iOS/Android).

⏱️ Step 2: Escalate to NEPRA (If Unresolved in 7 Days)

File formally via:

• NEPRA Asaan App: Submit evidence (bills, meter photos) + DISCO complaint reference.
• Email: Send to [email protected] with subject: "Overbilling Complaint – [DISCO Name]".
• Physical Form: Download Form G-1 from NEPRA’s site → mail to NEPRA Tower, Islamabad.

⚠️ Deadline: File within 30 days of bill issuance.

🔍 Tracking & Resolution

| Method | Timeline | Tools | | --------------- | ------------ | ----------------------------- | | CCMS Portal | 48 hours | Track via reference/ticket number | | NEPRA Asaan App | 14–30 days | Real-time status updates | | SMS Alerts | Instant | Send STATUS to 9966 |

🔥 Gas Overbilling Complaints

📞 Step 1: Report to SNGPL/SSGC

• SNGPL:
  • Helpline: 0800-42525
  • App: SNGPL Customer Care → "Complaints" section.
• SSGC:
  • Helpline: 1199
  • Portal: SSGC Complaints → submit meter photo + bill scan.

⏱️ Step 2: Escalate to OGRA (If Unresolved in 15 Days)

• Online: Use OGRA Grievance Portal (ogra.org.pk) → attach SNGPL/SSGC complaint ID.
• SMS: Send GASBillNo to 8181.
• Physical: Submit affidavit + bill copies to OGRA regional offices (Lahore/Karachi).

📂 Universal Document Checklist

| Complaint Type | Required Documents | | -------------- | ------------------------------------------------- | | Electricity | Bill copy, meter photo, CNIC, DISCO reference | | Gas | Bill copy, meter snapshot, consumer ID, affidavit |

⚠️ Critical 2025 Changes & Warnings

• NEPRA’s Probes: Active investigations into pro rata overbilling; report for refunds.
• OGRA’s SMS Verification: Confirm gas meter readings via 8181 to block inflated bills.
• Fraud Alert: Never share OTPs—DISCOs never ask for passwords.
• Legal Action: For bills >₨20,000 over actual, file FIR at local police station.

🛠️ Troubleshooting Table

| Issue | Solution | | ---------------------------- | --------------------------------------------------------- | | "CCMS login failed" | Reset password via CNIC OTP | | "NEPRA app error" | Email screenshots to [email protected] | | "DISCO rejected evidence" | Submit meter test report (₨500 fee at DISCO office) | | "No OGRA response" | Escalate via PM Portal (Citizen’s Portal app) |

💡 Pro Tips

• Overbilling Proof: Calculate using: (Current reading - Last reading) × Tariff = Correct charge
• NEPRA Compensation: If overbilled >₨5,000, claim 20% penalty from DISCO.
• Gas Pressure Issues: SSGC/SNGPL must install pressure loggers—demand data if bills surge.

📱 One-Screen Cheat Sheet

1. Electricity:
   • Step 1: CCMS portal/118 → Report with bill copy
   • Step 2 (if ignored): NEPRA Asaan app + Form G-1
2. Gas:
   • Step 1: SNGPL (0800-42525) / SSGC (1199)
   • Step 2 (if ignored): OGRA portal/SMS 8181
3. Track:
   • CCMS: Track via reference#
   • NEPRA: SMS "STATUS " to 9966

"In 2025, your complaint receipt is your strongest weapon—save it like gold."

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