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

By blogs.huzi.pk
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/meter 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, 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>BillNo 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 [9][10].
  • OGRA’s SMS Verification: Confirm gas meter readings via 8181 to 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

  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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