MEPCO Consumer Services
Last checked 26 September 2026
MEPCO consumer services are the requests a household or business makes about its electricity connection: a new connection, a change of name, load or tariff, a meter replacement, rooftop solar, temporary supply, shifting or reconnection. Most of them start in the MEPCO SMART app or at a MEPCO customer facilitation centre, and NEPRA's Consumer Service Manual (CSM) sets the documents, charges and time limits for each. This page maps every service, where to apply and how long MEPCO has to act.
Where to apply for a MEPCO service
Apply through the MEPCO SMART app, a MEPCO customer facilitation centre or your sub-division office. Rooftop solar goes through PITC's Net Billing Portal, and the ENC portal sends MEPCO users to these channels instead.
Four channels handle MEPCO requests today:
- MEPCO SMART app. MEPCO's app lists New Connection, Track New Connection, Request for Change of Attributes (the owner name, load or tariff of an existing connection), Meter Change Request and Update Tenant CNIC, alongside bill payment and complaint services. Get it on the App Store or Google Play.
- Customer facilitation centres (CFCs). MEPCO announced in May 2025 that its chief executive had ordered CFCs for all operation circles (news release No. 136/2025, 19 May 2025). At that date, it said, a regional centre at its Multan headquarters, three centres in Multan city and one each in Dera Ghazi Khan, Bahawalpur, Rahim Yar Khan and Muzaffargarh had started work, and centres in Khanewal, Vehari, Bahawalnagar and Sahiwal were to open by 30 June 2025. The centres were to help with bill correction, meter reading, replacing faulty meters, load-shedding information, new connection applications and details of dues.
- Sub-division one-window. The CSM provides a one-window operation in each sub-division, alongside the consumer service centres, that gives information on new connections and every other consumer service and takes complaints with a dated acknowledgement (clauses 2.1 and 10.1). It directs that consumer service centres and one-window operations run round the clock (clause 1.3).
- PITC portals. Solar applications are made by the consumer or an installer on PITC's Net Billing Portal. The portal and its guidelines for installers tell MEPCO consumers to use the PowerSmart app or the nearest customer facilitation centre for load extension.
Whichever channel you use, the application form and the power supply contract form are free of charge in English and Urdu at every MEPCO sub-division, division and circle office (clause 2.2.1). MEPCO then issues an acknowledgement with a serial number, tracking ID or case ID (clause 2.2.4 and the receipt on Annexure I). Keep that number, because every follow-up starts with it.
MEPCO services at a glance
The table lists each request, where MEPCO or PITC says to make it, and the time frame set by the CSM or the NEPRA Prosumer Regulations 2026.
| Service | Where to apply | Official time frame |
|---|---|---|
| New connection | MEPCO SMART app or customer facilitation centre | Demand notice within 10 days of registration; MEPCO's steps total 30 days, not counting your time to pay (loads up to 15 kW, Annexure III) |
| Change of name | MEPCO SMART (Request for Change of Attributes), facilitation centre or sub-division | Within 10 days after all requirements are met (clause 2.13.3) |
| Load extension or reduction | Facilitation centre or PowerSmart app; MEPCO SMART change request | Same category time frames as new connections (Annexure III) |
| Change of tariff | MEPCO SMART change request or facilitation centre, at least 30 days ahead (clause 7.4.3) | Approval within 30 days of the application (clause 7.4.5) |
| Faulty meter replacement | MEPCO SMART (Meter Change Request) or sub-division | Immediately, or within two billing cycles if meters are not available (clause 4.3.1) |
| Rooftop solar (net billing) | PITC Net Billing Portal, by the consumer or an installer | 5 working days to acknowledge the application; 15 working days to install the interconnection |
Temporary supply and shifting have their own sections further down, because no separate guide covers them.
How long does a new MEPCO connection take?
For a load up to 15 kW, MEPCO has 10 days from registration to issue the demand notice, and its steps up to meter installation add up to 30 days, not counting the time you take to pay. Larger loads get longer limits, up to 496 days for supply at 66 kV and above.
Each row below is one of NEPRA's five connection categories, set by load and supply voltage. The third column is the deadline for the demand notice, and the last column adds up MEPCO's four steps to meter installation.
| Category | Load | Demand notice due within | Connection due within |
|---|---|---|---|
| Category 1 | Up to 15 kW at 400 V | 10 days | 30 days |
| Category 2 | Above 15 kW up to 70 kW at 400 V | 10 days | 44 days |
| Category 3 | Above 70 kW up to 500 kW at 400 V | 12 days | 58 days |
| Category 4 | Above 500 kW up to 5,000 kW at 11 or 33 kV | 30 days | 106 days |
| Category 5 | All loads at 66 kV and above | 45 days | 496 days |
The four steps are registration with the wiring test report and site survey, the cost estimate and demand notice, the work order with material and execution, and meter installation. The days you take to pay are not part of MEPCO's count, because the manual ties the connection to receipt of full payment (clauses 2.2.6 and 2.4.7). You have 30 days to pay a demand notice, and 30 more if you ask at least three days before it expires (clause 2.4.3).
If MEPCO misses a step, Annexure III requires it to give you written reasons for each day of delay, with a copy to NEPRA. NEPRA can accept or reject those reasons, and the delay does not cancel MEPCO's duty to issue the demand notice or provide the connection. The same time frames cover extension and reduction of load.
What each MEPCO service covers
Each summary below gives the main rule for one service. The full guides for the services in this hub, with their documents and costs, are listed at the end of the page.
New connection
A new connection needs ownership proof, an owner's affidavit on Rs 50 stamp paper, attested CNIC copies of the applicant and a witness, and a wiring test report; a tenant adds the owner's no-objection certificate (clause 2.3). The guide to applying for a MEPCO new connection covers the app, the form and the steps up to the demand notice.
Connection fee and demand notice
MEPCO issues two demand notices together, one for the capital cost of material and installation and one for the security deposit (clause 2.4.2). The deposit follows NEPRA's rate per kW, such as Rs 1,220 per kW for an urban home. See MEPCO new connection fee and security deposit rates.
Change of name
A buyer must apply for a change of name after purchasing the premises, and legal heirs apply with a succession certificate (clause 2.13.1). The security deposit is brought up to current rates, less the deposit already paid. The documents and steps are in changing the name on a MEPCO connection.
Load extension or reduction
Sanctioned load sets a home's monthly fixed charge on a normal meter (NEPRA's February 2026 tariff notes), and at 5 kW or more it brings a three-phase supply and a time-of-use meter. An extension needs a wiring test report and a security deposit for the whole new load at current rates, less what you paid before (clauses 2.14 and 5.2.3). See MEPCO load extension and reduction.
Change of tariff
MEPCO's FAQ says a home that opens a shop needs a tariff change, and NEPRA's tariff for MEPCO places shops under commercial tariff A-2 rather than domestic A-1. Using a connection for another purpose without changing it is misuse of tariff, which makes the consumer liable to disconnection and legal action (clause 7.5.1).
Meter change
While a meter is defective, MEPCO may bill on an average basis for up to two months: the same months of last year or the average of the last eleven months, whichever is higher (clause 4.3.1). MEPCO bears the replacement cost unless the fault is the consumer's, such as overloading or faulty internal wiring (clause 4.4). Read faulty MEPCO meter replacement.
Meter reading
MEPCO's FAQ says meters are read once a month on the date printed on the bill. Under MEPCO's Apna Meter Apni Reading scheme, you photograph your meter and send the reading through the PowerSmart app, where it is compared with the meter reader's photo.
Rooftop solar
Since 9 February 2026, new solar applications are handled under net billing rather than unit-for-unit net metering, and the solar system cannot be larger than the connection's sanctioned load (NEPRA Prosumer Regulations 2026). The rules are in MEPCO net metering and net billing.
Reconnection
MEPCO cannot disconnect a connection over one unpaid bill: it first gives seven clear days' notice with the second month's bill (clauses 8.2.2 and 8.2.3). After the dues are cleared, a reconnection fee of Rs 500 to Rs 10,000, depending on the arrears, applies only where supply was permanently disconnected and the material removed (clause 8.5.3).
Temporary connections for building work and events
MEPCO gives temporary supply for construction for six months at first, extendable three months at a time until the work ends, and for weddings, festivals, exhibitions or ceremonies for up to two weeks (clause 3.3). To get one:
- Apply on the new connection application form to the load sanctioning officer for the matching regular category.
- Attach ownership proof and attested CNIC copies of the applicant and a witness for construction supply. If you are not the owner, add the owner's affidavit on Rs 50 stamp paper accepting responsibility for the dues.
- Attach a CNIC copy for an event. A political gathering also needs a no-objection certificate from the deputy commissioner or assistant commissioner.
- Pay a security deposit equal to the estimated cost of electricity for the period. It is refunded when the supply ends, or adjusted if the connection becomes permanent, and monthly bills are still paid on actual use.
- Apply for any extension at least one week before the sanctioned period ends (clause 3.4.2).
Temporary supply is billed on NEPRA's temporary tariffs, in force since February 2026: Rs 52.89 a unit plus Rs 675 per kW a month for residential use, and Rs 53.44 a unit plus Rs 5,000 per consumer a month for commercial use. MEPCO disconnects without notice once the supply is no longer temporary or is used for another purpose (clause 3.4.3).
Moving a connection, meter or pole
You pay to move your connection, your meter or a MEPCO line at your request. MEPCO pays when it built a line over a house without the owner's consent, and the sponsoring agency pays when public works need the move (clauses 3.1.1 and 3.1.4).
The table compares the three requests by their main conditions and the charges in the CSM:
| Request | Main conditions | Charges |
|---|---|---|
| Shift the connection to another site (clause 2.12) | New site inside MEPCO's area, in the owner's or a legal heir's name or leased; no arrears; feeder and transformer within limits | 10% of the cost of material moved, new material with 12% store handling, and 8% installation on the new material; security deposit updated |
| Move the meter on the same premises (clause 4.2.8) | Request with reasons; MEPCO surveys the new spot within 7 days | Rs 500 single-phase or Rs 1,000 three-phase, plus any extra material |
| Move a pole, line or transformer (clause 3.1) | Write to your area's executive engineer (operation), as MEPCO's FAQ advises; MEPCO moves it if feasible, and you provide the right of way | The same 10%, new material and 8% formula (clause 3.1.6) |
If the new site belongs to a legal heir, the change of name is processed with the shift (clause 2.12.2). A shift needs the application form, ownership proof of both sites, a wiring test report, the last paid bill with nothing pending and an attested CNIC copy (clause 2.12.3).
Documents most requests share
Most requests use the same application form (CSM Annexure I), which has boxes for a new connection, change of name, extension of load, reduction of load and change of tariff. The table shows which supporting documents the manual lists for each request.
| Document | New connection | Change of name | Load change | Tariff change | Shifting |
|---|---|---|---|---|---|
| Attested CNIC copy | Yes, with a witness | Yes | Yes | Yes | Yes |
| Ownership proof | Yes | Yes, or sale deed | Not listed | Not listed | Yes, both sites |
| Owner's affidavit on Rs 50 stamp paper | Yes | Not listed | Not listed | Not listed | Not listed |
| Wiring test report | Yes | Not listed | Yes | Yes | Yes |
| Last paid bill, nothing pending | Not listed | Yes | Yes | Yes | Yes |
| Power supply contract on Rs 50 stamp paper | Yes | Yes | Yes | Yes | Not listed |
No approved map, site plan or NOC from a civic agency is needed for another connection, a load or tariff change or a change of name, unless a court has restricted connections in the area (clause 2.3.6).
If MEPCO misses a time limit
Work through these steps in order when a demand notice or connection is late:
- Check the status. Use Track New Connection in the MEPCO SMART app, or quote your registration number or case ID at the office.
- Ask for the reasons in writing. MEPCO owes you a written reason for each day of delay; keep a copy.
- Register a complaint. The CSM lists delays in issuing demand notices among the complaints MEPCO must attend to (clause 10.2). The MEPCO complaint numbers and helpline page lists 118 and every other channel.
- Escalate to NEPRA. The MEPCO SMART app's NEPRA Complaints service takes an unresolved complaint to the regulator.
Once the connection is live, view your first MEPCO bill online with the reference number printed on it.
Sources: NEPRA Consumer Service Manual with amendments and clarifications as on 26 November 2025, circulated by MEPCO on 28 November 2025 (clauses cited above); NEPRA Prosumer Regulations 2026 as summarised on PITC's Net Billing Portal; NEPRA decision of 11 February 2026 (temporary tariffs); MEPCO mobile app page, FAQ page and news release No. 136/2025 of 19 May 2025 (mepco.com.pk); ENC portal notice (enc.com.pk); PITC Net Billing Portal and its guidelines for installers (nmp.pitc.com.pk); Apna Meter Apni Reading guide; PITC complaint portal warning. Checked 26 September 2026.