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MEPCO – Register an Online Electricity Complaint to Multan Electric Power Company

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Multan Electric Power Company (MEPCO) is the largest public limited electricity distribution company in Pakistan, operating in thirteen administrative districts of southern Punjab in Punjab Province. It delivers electricity distribution services to over 34 million residents in its expansive jurisdiction.

MEPCO operates into three divisions which are Multan, Bahawalpur, and Rajanpur. Distribution Regions of MEPCO are:

  • Multan
  • Muzaffargarh
  • Layyah
  • Dera Ghazi Khan
  • Taunsa Sharif
  • Shadan Lound
  • Kot Addu
  • Tribal area of Dera Ghazi Khan
  • Fort Manro
  • Rajanpur
  • Lodhran
  • Basti Maluk
  • Bahawalpur
  • Rahim Yar Khan
  • Khanewal
  • Sahiwal
  • Pakpattan
  • Vehari
  • Bahawalnagar

Have complaints about electricity supply, outages, or billing disputes related to MEPCO? Register through the MEPCO electricity helpline number, email customer support with your account details, or register your complaint online for faster resolution.

Not resolved? You may escalate your unresolved concerns to the Head of Quality and Assurance at Multan Electric Power Company.


How to Lodge an Electricity Complaint to MEPCO?

The grievance redressal mechanism for electricity issues of MEPCO is divided into 4 levels.

Complaint Resolution Mechanism:

Registration Fee No Charges (0)
Resolution Period Immediately or up to 14 days (read the consumer manual)

Levels of Escalation:

  • Level 1: Customer Care, MEPCO
    • Toll-free customer service number
    • Email
    • Online complaint registration
  • Level 2: Head of Customer Service Quality & Assurance, Multan Electric Power Company
  • Level 3: Provincial Office of Inspection (POI), Punjab Province
  • Level 4: National Electric Power Regulatory Authority (NEPRA)

Note: The customers have options to file complaints with the Provincial Office of Inspection, the Authority, or the Court, in case they are not satisfied with the response or decision of the Multan Electric Power Company or the company does not reply at all, as per the applicable laws and rules for each option.


Level 1: Customer Care, MEPCO

At level 1, customers can register electricity complaints related to power outages, wrong/erroneous bills, payment failures, new connections, and concerns regarding corruption or power theft. For this, call the divisional officers through the power helpline number, send an email, or complain online.

According to the MEPCO, the details required to register an electricity complaint are as follows:

  • Consumer name and address
  • Account number (printed on the electricity bill)
  • Connection number, printed on the electricity bill for location and category of the connection)
  • Nature of complaint: Problem or issue that the consumer is facing with the electricity supply or billing. For example, no power, low voltage, meter fault, wrong bill, etc.

MEPCO Electricity Customer Care Number

Official Electricity Helpline Numbers of MEPCO Electricity Board:

MEPCO Electricity Complaint Number 118; 8118 (SMS )
Power Helpline Number 080063726, 03040927000
Email ccms@pitc.com.pk

File an Online Complaint

Details to Lodge an online electricity complaint to MEPCO:

Complain online to MEPCO File a complaint
Track your electricity complaint Track status
Email ccms@pitc.com.pk

Still, not resolved by MEPCO? Escalate the complaint to the next authority.


Level 2: Head of Quality & Assurance, Multan Electric Power Company

If your submitted complaint is not resolved to your satisfaction by the customer service department of Multan Electric Power Company then escalate the grievance to the Head of Quality & Assurance Department or MEPCO.

While escalating your complaint, must provide these details:

  • Acknowledgement/reference number of the previous complaint
  • MEPCO account/connection number
  • Subject of complaint
  • Expected resolution of the electricity issue
  • Description of the matter with supporting documents such as a copy of the bill or images of the meter or power supply line.

To escalate the complaint, send an email at qaccms@pitc.com.pk to MEPCO.


Level 3: Provincial Office of Inspection (POI), Punjab Province

The Provincial Office of Inspection is:

  • An office established by a Provincial Government under Section 38 of the Regulation of Generation, Transmission and Distribution of Electric Power Act, 1997.
  • A forum for consumer complaints in respect of metering, billing and collection of tariffs applicable by MEPCO or any other distribution company.
  • An authority that can issue restraining orders to the concerned DMO/AMCS of MEPCO or any other distribution company regarding the disconnection of the power supply of a defaulting consumer who has lodged a complaint against any wrong billing or any dispute relating to the payment of energy bill.

A consumer can file a complaint with the Provincial Office of Inspection (POI) within 30 days of the occurrence of the event giving rise to the complaint. The POI will investigate the complaint and issue a report within 30 days of receiving the complaint. The POI will also inform the consumer and the MEPCO of the report and the actions taken or to be taken by the licensee.

Contact Details of POI:

Address Electric Inspector / Provincial Office of Inspection, Gala Baraf Khana, Sialkot Rd, Khokhar Ke, Gujranwala, Punjab, Pakistan
Phone Number (055) 9330548
Website energy.punjab.gov.pk

If the consumer is not satisfied with the report or the actions of the Multan Electric Power Company, he/she can file a complaint with the Authority within 30 days of receiving the report.


Level 4: National Electric Power Regulatory Authority (NEPRA)

National Electric Power Regulatory Authority (NEPRA) is the regulatory body that oversees the generation, transmission, distribution, and sale of electric power in Pakistan.

NEPRA also issues licenses, approves tariffs, sets performance standards, and handles consumer complaints. NEPRA was established under the Regulation of Generation, Transmission and Distribution of Electric Power Act, 1997.

A consumer can file a complaint with the NEPRA Authority within 30 days of the occurrence of the event giving rise to the complaint, or within 30 days of receiving the report of the POI, whichever is later. The Authority will conduct a hearing on the complaint and issue an order within 90 days of receiving the complaint.

Details of NEPRA to register a complaint against MEPCO:

Complain online to NEPRA File a complaint
Phone Number +92512013200
Email cad@nepra.org.pk
Track complaint status Track now

The Authority will also inform the consumer and the Multan Electric Power Company of the order and the reasons for it. If the consumer or the MEPCO is aggrieved by the order of the Authority, he/she can file an appeal with the Court within 30 days of receiving the order.

Contact Regional Office, Multan:

Phone Number +92616784537
Email cadmultan@nepra.org.pk
Address NEPRA Multan, 212, Office No 39, 1st Floor, Orient Mall Khanewal road near Chowk Kumharanwala, Multan

Still, not resolved to your satisfaction? Approach the court.

A consumer can file an appeal with the Court against the order of the NEPRA Authority within 30 days of receiving the order. The Court will hear the appeal and pass a judgment within 90 days of receiving the appeal.

Please note that the judgment of the Court will be final and binding on the parties.


Reference

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