MEPCO Online Complaint
Last checked 26 September 2026
To register a MEPCO complaint online, open ccms.pitc.com.pk/complaint, find your connection by its 14-digit reference number, choose the complaint category and type, describe the problem and confirm with a 4-digit OTP sent to your mobile. PITC acknowledges each complaint within 24 hours and aims to resolve it within 14 days. This guide covers the CCMS steps, the SMS format for 8118, the apps, tracking, NEPRA's time limits and what to do when a ticket closes without a fix.
Which online channel should you use?
Use PITC's CCMS website for a complaint you can track online, SMS to 8118 when you cannot get online, and the MEPCO SMART app if you already use it. The table compares the remote channels PITC and MEPCO list.
| Channel | What you need | Follow-up |
|---|---|---|
| CCMS website (ccms.pitc.com.pk/complaint) | Reference number, or the contact number or CNIC on record, and a mobile phone for the OTP | Track by reference number or by 12-digit ticket number |
| SMS to 8118 | Reference number, nature of the problem, contact mobile number and consumer's name | PITC says a computer number is issued for the complaint |
| MEPCO SMART app | The app on your phone | Inside the app, by tracking ID |
| DISCO LIGHT app, as named in PITC's notice for all distribution companies | The app; PITC gives no store link or MEPCO-specific name | Not described by PITC |
| Email to ccms@pitc.com.pk | A written complaint, with documents if you have them | Not described by PITC |
MEPCO's own website links its Complaint Cell menu to CCMS, and NEPRA's Consumer Service Manual (clause 10.5) requires distribution companies to develop an online complaint management system. PITC advises putting a complaint in writing, because accurate information helps it resolve the case quickly, and says relevant documents may be enclosed. Phone numbers and offices are listed on the MEPCO complaint numbers and helpline page. PITC's awareness page, written for customers of every distribution company, also lists www.disco.gov.pk; that domain did not exist when checked on 26 September 2026, and the link behind it opens LESCO's website.
How to register a complaint on CCMS
Search your connection, check the details the portal shows, fill in the complaint form, answer the security sum and confirm with the OTP sent to your mobile. Have your latest bill at hand, on paper or opened with the MEPCO bill checker, along with your phone.
- Open Register Complaint. Go to ccms.pitc.com.pk/complaint. PITC's scam warning opens first; read it and press I Understand.
- Find your connection. Choose Reference No, Contact No or CNIC, type the number and press search. The portal says a reference number has 14 digits and a mobile number 12; its mobile field shows the pattern 923xxxxxxxxx, with 92 in place of the leading 0. If several connections match, pick yours from the list.
- Check the details shown. The portal shows the connection's status, name, tariff, sanctioned load, feeder code and current bill, and the status of its feeder.
- Add a mobile number and a landmark. Type a mobile number that can receive SMS, in the 923xxxxxxxxx pattern, and a nearby landmark in Nearest Place.
- Choose the complaint category and type. The next section explains which to pick.
- Describe the problem. Say what happened, since when and what you want fixed. The form had no attachment field when checked in September 2026; PITC says a written complaint, such as an email to ccms@pitc.com.pk, may enclose relevant documents.
- Answer the security question and press Register Complaint. The question is a simple sum.
- Confirm with the OTP. Press Send OTP; the window shows the mobile number the code goes to. Enter the 4-digit code from the SMS and press Verify & Submit. Resend OTP becomes available after 60 seconds.
- Save your ticket number. The Track by Ticket page works with the 12-digit ticket number.
Which complaint category and type should you choose?
CCMS sorts complaints into three categories: Line Complaints for supply and equipment faults, Non-Line Complaints for billing, meter, theft and bribery issues, and Leads / Requests / Others for service requests. The table shows the complaint types listed under each category.
| Category | Complaint types listed in CCMS (26 September 2026) |
|---|---|
| Line Complaints | Power Outage; Line Fault; Fluctuation; Low/High Voltage (short term or long term); Phase Issue; Tripping (due to transformer); Damaged Transformer (rural, urban or independent consumer); Transformer Oil Leakage; Damaged Meter; Meter Sparking/Wire Loose; Live Fallen Wire; Leakage of current; Electric Fire; Permanent Rectification of Temporary Fix; Service Line Relocation/Improvement (short term); LT/HT Line Relocation/Improvement (long term); Transformer Relocation/Augmentation; Additional Transformer; Additional Feeder |
| Non-Line Complaints | Excess Billing; Under Billing; Wrong Meter Reading; No Meter Reading Taken; Delayed Meter Reading; Detection Bill; Late/Non-Delivery of Bill; Delayed Billing (New Connection); Defective Meter (1-phase or 3-phase); Meter Position; Account Information; Change of Name; Electricity Theft; Installed Transformer/Meter/Wire Theft; Bulk Distribution Theft; Bribery/Corruption; Electrical Safety |
| Leads / Requests / Others | New Connection; Temporary Connection; Reconnection; Change of Sanctioned Load; Change of Tariff; Relocation of Meter; Replacement Distribution Box; Additional Transformer; Electrification; Loadshedding Schedule; Net Metering; Apna meter apni reading; Other |
For a high bill, Excess Billing or Wrong Meter Reading describes the problem more exactly than Other.
A live fallen wire, a sparking meter or an electric fire is an emergency: keep people and animals away and report it at once to 118. Electricity safety tips for wires, rain and shocks cover what to do until help arrives.
How to complain by SMS to 8118
Send an SMS to 8118 with four details: your bill's reference number, the nature of the problem, a contact mobile number and the consumer's name. PITC's consumer awareness page gives this format and says a complaint made this way gets a computer number, so it can be resolved without visiting a MEPCO office.
- Start a new text message to 8118.
- Type the four details in PITC's order. Reference number, problem, contact mobile number, consumer's name.
- Send it and keep the computer number issued for the complaint.
How to complain through the MEPCO SMART or DISCO LIGHT app
MEPCO SMART has three complaint services: Complaints to submit one, Track Complaints to follow it by tracking ID, and NEPRA Complaints to escalate it. MEPCO describes each service in one line and publishes no screen-by-screen guide, so this route follows those descriptions:
- Install MEPCO SMART from the store buttons on MEPCO's Our App page.
- Submit the complaint in the Complaints service.
- Follow it in Track Complaints with its tracking ID.
- Escalate it through NEPRA Complaints if it is not resolved.
PITC's consumer awareness notice, written for customers of every distribution company, also lists a mobile application called DISCO LIGHT for supply complaints, without a store link. What each app offers, and how to install the genuine one, is in the MEPCO SMART app guide with Power Smart and DISCO LIGHT.
How to track your complaint
Track a CCMS complaint by reference number at ccms.pitc.com.pk/complainthistory, or by its 12-digit ticket number at ccms.pitc.com.pk/tracking/ticket. Both pages list each ticket with its number, status, reference number, nature, type, source, feedback and history.
The tracking pages also carry a feedback form with Satisfied and Un-satisfied options. Some ticket actions ask for an OTP, which the page says is sent to the complainant's mobile number.
How long should a MEPCO complaint take?
PITC acknowledges a CCMS complaint automatically within 24 hours and works to resolve it within 14 days, telling you if a complex case needs longer. NEPRA's Consumer Service Manual (as on 26 November 2025, clause 10.3) sets its own limits for billing complaints, counted from receipt of the complaint unless the table says otherwise.
| Billing complaint | Time limit |
|---|---|
| Wrong meter reading or wrong calculation of charges | Within 7 days |
| Late payment surcharge applied wrongly, for example after a late bank scroll | Within 3 days |
| Adjustments, including a due date extension or a surcharge waiver | Within 3 days |
| Detection bill | Settled within 15 days |
| First bill of a new connection | Issued within 2 months of connection; complaints redressed within 15 days |
| Change of tariff | Within 30 days |
| Defective meter | Replaced as soon as possible, and not later than 2 billing cycles |
| An amount already paid added again to the next bill | Amended the same day by the revenue officer, or by the bank manager or post office in-charge where the last bill was paid, on production of the original paid bill |
For supply failures, the manual (clause 10.4) says complaints are normally attended in this order: leakage of current immediately, then collective complaints, then individual ones. A damaged transformer is to be bridged with a trolley-mounted or alternate transformer until it is replaced. Complaint offices work 24 hours a day, including holidays, with special arrangements for women, senior citizens and consumers with disabilities.
What if the ticket is closed but the problem is not fixed?
Mark the ticket Un-satisfied, then escalate in writing to PITC's Head of Quality & Assurance at qaccms@pitc.com.pk. Billing disputes can then go to the Electric Inspector, and unresolved complaints to NEPRA.
- Record your feedback. On the tracking page, give the ticket an Un-satisfied rating.
- Escalate in writing to PITC. Email the Head, Quality & Assurance at qaccms@pitc.com.pk with the ticket number, the reference number and what is still wrong.
- Pursue a wrong bill with MEPCO. For a billing dispute, follow the steps for getting a wrong MEPCO bill corrected, using the time limits above.
- Take a billing dispute to the Electric Inspector. The Punjab Energy Department's Electricity Billing Complaint Portal hears over-billing, tariff disputes, meter defects and wiring test report issues before the regional Electric Inspector.
- Escalate to NEPRA. Use the NEPRA Complaints service in the MEPCO SMART app, or see how to complain to NEPRA about MEPCO.
Keep every ticket number, bill copy, photo and receipt together; they are the record of what you have already tried.
Sources: PITC Customer Complaint Management System (ccms.pitc.com.pk): home, Register Complaint, Track by Reference and Track by Ticket pages and the complaint type list; PITC consumer awareness page (bill.pitc.com.pk); MEPCO mobile app and home pages (mepco.com.pk); NEPRA Consumer Service Manual as on 26 November 2025, chapter 10; Punjab Energy Department Electricity Billing Complaint Portal. Checked 26 September 2026.