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

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

Electricity Overbilling Complaints

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

• Online: Use the Customer Complaint Management System (CCMS) [18]:
  • Visit ccms.pitc.com.pk →’ "Register Complaint".
  • Enter bill reference number, CNIC, or mobile number.
  • Select "Overbilling" category →’ upload bill copy/metre photo.
• Helpline: Dial 118 (nationwide) or your DISCO's local number (e.g., MEPCO: 061-111-331-331) [19].
• Mobile Apps: Use DISCO-specific apps (e.g., KE Live, LESCO Bill Checker) or NEPRA Asaan (iOS/Android) [13].

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

File formally via:

• NEPRA Asaan App: Submit evidence (bills, metre photos) + DISCO complaint reference [13].
• 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 [10][14].
• Deadline: File within 30 days of bill issuance [10].

Tracking & Resolution

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 metre 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 GAS<space>BillNo to 8181.
• Physical: Submit affidavit + bill copies to OGRA regional offices (Lahore/Karachi).

Universal Document Checklist

Critical 2025 Changes & Warnings

• NEPRA's Probes: Active investigations into pro rata overbilling; report for refunds [9][10].
• OGRA's SMS Verification: Confirm gas metre readings via 8181 to block inflated bills.
• Fraud Alert: Never share OTPs—DISCOs never ask for passwords [1].
• Legal Action: For bills >Rs20,000 over actual, file FIR at local police station [14].

Troubleshooting Table

Pro Tips

• Overbilling Proof: Calculate using: (Current reading - Last reading) × Tariff = Correct charge
• NEPRA Compensation: If overbilled >Rs5,000, claim 20% penalty from DISCO [10][14].
• Gas Pressure Issues: SSGC/SNGPL must install pressure loggers—demand data if bills surge [9].

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# [2]
   • NEPRA: SMS STATUS <RefNo> to 9966

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

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