Choose the issue you are trying to resolve
Where should your issue go?
This helper suggests a route. It does not file a complaint.
“WAPDA complaint” is a common search phrase, but the company on your distribution bill is the starting point for a household billing or supply issue. PITC CCMS provides an electricity complaint route. Gas accounts use SNGPL or SSGC services.
Prepare evidence that matches the problem
| Issue | Useful information for the official channel |
|---|---|
| Outage or voltage | Location, when it started, whether it affects nearby premises, and the utility account identifier. |
| Wrong reading | Bill month, previous/present readings and a dated meter photo showing the relevant register. |
| Missing payment | Receipt, transaction reference, amount, date and account identifier. |
| Incorrect charge/category | Specific disputed line and the bill/history supporting the query. |
| New connection or name change | Application tracking number and the documents requested for that service. |
Keep clear copies, avoid unrelated personal documents, and write down the exact outcome you are asking for: a reading check, payment reconciliation or explanation of a charge.
Keep one coherent case record
- Submit through the official routeUse the complaint contact on your current bill or the CCMS portal. Follow the portal’s verification and required fields.
- Save the complaint numberRecord its date, issue category and evidence submitted. A reference number identifies the electricity account; a complaint number identifies the case.
- Follow up with the same recordRefer to the original case and any response. Add new evidence when useful, rather than opening multiple unexplained copies of the same issue.
- Escalate with the earlier record if neededConsult NEPRA’s current consumer-complaint instructions and provide the provider case history and response where requested.
No response-time guarantee is made here. The nature of the fault and the applicable service procedure matter. A website contact acknowledgement is not proof that a utility complaint has been filed.
A short complaint you can adapt
Use the structure below in the official provider form. Replace the bracketed details with your own records; do not post the completed message in a public comment or send it to this website.
My [billing month] bill records a present reading of [billed reading] dated [reading date]. My photograph taken on [photo date] shows [observed reading] on the same meter and register. Please check the recorded reading and explain any adjustment or meter-replacement entry. I have attached the relevant bill and photograph through this official complaint channel.
Different reading dates can explain a difference, so include both dates. For a payment issue, replace the reading details with the transaction reference, date, amount and status, then ask the provider to reconcile that specific payment.
A dangerous fault needs the emergency route
Do not touch fallen wires, damaged connections or meter equipment. Move to safety and contact the utility emergency channel or local emergency service. Do not wait for this website to reply.
For a suspected gas leak, use the gas provider’s emergency guidance. Do not select an electricity billing complaint simply because the same household has both types of bill.
Some requests are applications, not complaints
A new connection, name transfer, load change or tariff change may need an application and supporting documents. Check ENC’s available options for the provider. A duplicate-bill form cannot amend these records and an ordinary outage ticket may not be the right service request.
Use our new-connection guide or name-change guide to organise the request before opening the official portal.
Questions you may have
Can you register my complaint here?
No. The helper gives the relevant route. Complete and verify any complaint on the official service yourself.
Can a complaint automatically pause a due date?
Do not assume so. Ask the provider about your specific bill and any written relief or revised document it issues.
Sources & scope
The sources below explain the service or rule discussed on this page. Use your provider’s records for an individual account.
- PITC: Customer Complaint Management SystemOfficial portal inspected 19 September 2026. It controls submission and tracking.
- Electricity New Connection portalOfficial application services; available providers and options can change.
- NEPRA: regulations and consumer-service manualsRead current consumer-service and complaint requirements; this guide does not impose legal response deadlines.