MEPCO Complaint Channels
MEPCO provides multiple official channels for filing complaints:
| Channel | Contact | Availability |
|---|---|---|
| Helpline | 118 | 24/7 |
| Toll-Free | 0800-63726 | Business hours |
| SMS | 8118 | 24/7 |
| Online Portal | CCMS Portal ↗ | 24/7 |
| ccms@pitc.com.pk | Business hours | |
| In Person | Local MEPCO Sub-Division Office | Business hours |
How to File a Complaint
Identify Your Issue
Determine the type of complaint — billing error, power outage, meter issue, voltage problem, or service request.
Gather Your Details
Have your 14-digit reference number, customer ID, and meter number ready. Note down the specific issue and when it started.
Choose a Channel
File your complaint through the MEPCO helpline (118), SMS (8118), online CCMS portal, or by visiting your local sub-division office.
Get Your Complaint Number
After filing, you will receive a complaint reference number. Keep this for tracking the status of your complaint.
Track Resolution
Follow up on your complaint using the tracking number through the same channel you used to file it.
Common Complaint Types
- Billing errors: Incorrect meter readings, wrong charges, unexpected bill amounts.
- Power outages: Extended or frequent electricity outages in your area.
- Meter issues: Faulty meter, meter not recording, meter tampering concerns.
- Voltage problems: Low voltage, voltage fluctuations, or high voltage issues.
- Service wires: Damaged or sagging power lines, broken poles, or exposed wires.
- New connection delays: Delays in processing new connection applications.
- Bill delivery: Bill not being delivered to your address.
For billing issues, always check your bill online first and compare it with previous months to identify the specific discrepancy.
⚠️ Scam Warning
Never pay money via EasyPaisa, JazzCash, or direct bank transfers to individuals who claim to be MEPCO employees for repairs, bill adjustments, or new connections. Official MEPCO fees are only paid through authorized banking channels with an official demand notice.
Complaint Resolution Timeline
MEPCO has service standards for complaint resolution. While timelines may vary, the general expectations are:
- Power outage: Within 4-8 hours for urban areas, longer for rural areas.
- Billing complaints: Within 7-14 working days.
- Meter issues: Within 7-14 working days for investigation and resolution.
- Service wire repairs: Within 24-48 hours for safety-related issues.
If your complaint is not resolved within the expected timeframe, escalate it by calling the MEPCO helpline again with your complaint reference number, or contact NEPRA for regulatory intervention.