How to Submit a Complaint Against Overbilling in Pakistan (Electricity & Gas) - 2025
A wrong bill does not correct itself, and shouting at the DISCO office window rarely does either. What works is a complaint filed in writing, on the right portal, inside the deadline, with a reference number you actually keep. Here is the route for electricity and gas in 2025, step by step.
Step one: the DISCO, within 48 hours
The system expects challenges to arrive almost immediately, so treat 48 hours from bill delivery as your real deadline. Open the Customer Complaint Management System at ccms.pitc.com.pk — the shared portal covering LESCO, FESCO, IESCO, GEPCO, MEPCO, PESCO, HESCO, SEPCO, QESCO, TESCO and K-Electric — click Register Complaint, and enter the reference number printed on the bill along with your CNIC. Pick the Overbilling category and upload two photographs: the bill itself, and your meter panel with the current reading showing. If the site is down, 118 reaches most DISCOs by phone, and the NEPRA Asaan app accepts the same complaint with the same evidence.
The company gets seven days. Write down the date you filed.
The reference number is the case
When the portal accepts your complaint it issues a tracking number. Screenshot it, note it on the bill copy, keep it in a folder on your phone. Every escalation later hangs off that number; without it you have a story, not a case. At the NEPRA stage you can check progress by texting STATUS followed by the reference to 9966.
Step two: NEPRA, when seven days pass quietly
Silence or a fobbed-off reply is your cue to climb. The NEPRA Asaan app takes your photos plus the DISCO reference and routes the file to the relevant regional office. Email works as a second channel — [email protected] — with the bill, the meter photo and the DISCO acknowledgement attached. The paper route still exists for anyone who wants it: Form G-1 from NEPRA's website, posted to NEPRA Tower, Ataturk Avenue, G-5/1, Islamabad.
Mind the outer limit of 30 days from the bill's issue date. File later and NEPRA can still hear you, but it may lose the power to order a refund. And if the company insists your meter is healthy, demand a meter test at the DISCO office — the fee is around Rs 500, and a meter found faulty is a refund set in motion.
The gas ladder
Gas runs on the same logic with different numbers. SNGPL in the north: 0800-42525, or the complaints section of its customer app. SSGC in the south, Karachi included: 1199, or its online portal, which takes meter photos and bill scans. They get 15 days. After that, OGRA's grievance portal accepts online filings — attach the gas company's complaint ID — and texting GAS followed by your bill number to 8181 forces an independent verification of the reading.
If the regulator stalls too
The Prime Minister's Citizen Portal app is the last rung, routing files across ministries, and it moves utility complaints respectably fast. One warning that belongs in 2025: no genuine DISCO, NEPRA or OGRA official will ever ask for an OTP or a password. Whoever does is fishing.
Filing a dated, written complaint is ordinary people holding power to account — the same stubborn bookkeeping the people of Palestine are still waiting on the world to perform on their behalf. Keep the habit sharp.
When the adjustment finally lands on a later bill, treat it as found money and walk it into our Sialkot desk between Umrah seasons: HTG Travels will turn it into a weekend of proper mountains, chai on us, the Hunza-versus-Skardu argument on you.
