How to Dispute a Wrong Meter Reading or High Bill

A bill that looks wrong — twice the amount from last month, a meter reading that seems impossible, a charge you don't recognise — can usually be resolved if you follow the right process in the right order. The Pakistani electricity consumer complaint system has three tiers: your DISCO directly, then PMDU (Prime Minister's Delivery Unit), then NEPRA. Most billing disputes are resolved at tier one, but you need to know how to escalate if the DISCO stalls.

Step 1: Check the Bill Carefully Before Complaining

Before filing anything, open your duplicate bill (using your reference number on BijliBillCheck.pk or the official PITC portal) and compare it to the previous three months. Note the exact units consumed this month versus the same months last year. A sudden spike is almost always explained by one of five causes: air conditioning added or running longer, an FPA increase approved by NEPRA, a slab jump from marginally higher consumption, accumulated arrears catching up, or a Late Payment Surcharge added from a previous missed payment.

If the units themselves look wrong — for example, if the bill says 800 units but your meter currently reads much lower — take a photograph of your meter showing today's reading with the date clearly visible. This photograph will be the most important piece of evidence throughout the complaint process.

Step 2: Take Your Own Meter Reading

Read your meter yourself and compare it to the 'Current Reading' printed on the bill. The difference between your reading and the previous bill's reading should roughly match the units consumed on the bill, adjusted for the days since the meter reader visited. If your meter shows a number significantly lower than what the bill claims as the 'Current Reading', you have grounds for a meter-reading dispute.

Write down your reading with the date and time. For digital meters, photograph the display; for analog dial meters, photograph each dial clearly. Keep this evidence on your phone — you will need it at the DISCO office.

Step 3: File a Complaint with Your DISCO

Every DISCO has a customer complaint channel. The fastest route is the national emergency line (118) for supply issues, or the DISCO-specific helpline for billing disputes. You can also use the DISCO's online complaint portal, WhatsApp (where available), or visit the nearest customer service center or SDO (Sub-Division Officer) office in person.

When filing, clearly state your reference number, the billing month you are disputing, the specific issue (e.g., 'meter reading on bill is 4,210 but meter shows 3,850'), and request a meter re-check. Get a complaint reference number from the agent. Most DISCOs are required under NEPRA consumer standards to acknowledge complaints within 24 hours and resolve billing disputes within 15–30 days.

• Have your 14-digit reference number ready (from the top of any previous bill)
• State the billing month and the specific discrepancy clearly
• Mention the meter reading you recorded yourself, with the date
• Request a 'meter re-check' or 'meter test' in writing
• Get a complaint ticket number for follow-up

Step 4: Pay the Undisputed Portion to Avoid Disconnection

This is critical: do not withhold the entire payment while disputing. Under NEPRA's consumer protection standards, you can pay the amount you believe is correct (typically the average of the last few months) while the dispute is under review, and a DISCO cannot legally disconnect you for non-payment of the disputed portion during an active complaint. However, if you pay nothing at all, they can — and often will — disconnect on the undisputed amount.

When making a partial payment, keep the receipt and note on the payment (or in a written letter to the DISCO) that the payment is for the undisputed portion while a billing complaint reference number [your ticket] is open.

Step 5: Escalate to PMDU If the DISCO Does Not Respond

If your DISCO does not acknowledge or resolve the complaint within the time frame NEPRA mandates, you can escalate to the Prime Minister's Delivery Unit (PMDU) via the Pakistan Citizen Portal (PCP) app or website. File your complaint there with your DISCO complaint reference number and the dates. PMDU monitors utility complaint resolution and their involvement typically accelerates DISCO responses significantly.

If PMDU escalation still does not produce a satisfactory result, you can file a formal consumer complaint with NEPRA directly. NEPRA hears consumer cases and has authority to direct DISCOs to correct billing errors, refund overcharges, and apply penalties for consumer standard violations. For NEPRA complaints, you will need documentation of every step you have already taken — your original complaint to the DISCO, the ticket number, any responses you received, and your own meter evidence.

What to Do If Your Meter Is Actually Faulty

Request a meter test in writing. The DISCO is required to test the meter and inform you of the results. If the meter is found running fast (measuring more units than were actually consumed), you are entitled to a credit adjustment on future bills based on the estimated overcharge. The DISCO uses a standard formula for backdated meter error corrections, typically covering the most recent few billing months.

Keep a copy of every document exchanged during the process — your initial complaint, the DISCO's acknowledgement, the meter test order, and the results. These are your evidence trail if you need to escalate to NEPRA.