Finance
How to Submit a Complaint Against Overbilling in Pakistan (Electricity & Gas) - 2025
By blogs.huzi.pk
(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/meter photo.
- Visit
- 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, meter 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
| Method | Timeline | Tools |
|---|---|---|
| CCMS Portal | 48 hours | Track via reference/ticket number [8] |
| NEPRA Asaan App | 14–30 days | Real-time status updates [13] |
| SMS Alerts | Instant | Send STATUS <RefNo> 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
GAS<space>BillNoto8181. - 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 [9][10].
- OGRA’s SMS Verification: Confirm gas meter readings via
8181to block inflated bills. - Fraud Alert: Never share OTPs—DISCOs never ask for passwords [1].
- Legal Action: For bills >₨20,000 over actual, file FIR at local police station [14].
Troubleshooting Table
| Issue | Solution |
|---|---|
| "CCMS login failed" | Reset password via CNIC OTP [8] |
| "NEPRA app error" | Email screenshots to [email protected] [13] |
| "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 [10][14].
- Gas Pressure Issues: SSGC/SNGPL must install pressure loggers—demand data if bills surge [9].
One-Screen Cheat Sheet
- Electricity:
- Step 1: CCMS portal/118 → Report with bill copy
- Step 2 (if ignored): NEPRA Asaan app + Form G-1
- Gas:
- Step 1: SNGPL (0800-42525) / SSGC (1199)
- Step 2 (if ignored): OGRA portal/SMS
8181
- Track:
- CCMS: Track via reference# [2]
- NEPRA: SMS
STATUS <RefNo>to9966
"In 2025, your complaint receipt is your strongest weapon—save it like gold."
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