GEPCO Complaint: How to File It Online and Get It Fixed
A GEPCO complaint gets results fastest when you use the right channel and keep proof. This guide covers every official way to complain about an outage, overbilling, a faulty meter or a delayed connection. It runs from the 118 helpline up to NEPRA, the Electric Inspector and the Federal Ombudsman.
Start with step one, keep your complaint number, and move up the ladder only if the problem is not fixed. Each section below tells you exactly what to attach.
On this page
- Fastest Ways to Register a GEPCO Complaint
- What to Include in Your GEPCO Complaint
- GEPCO Complaint by Problem Type
- How to Escalate a GEPCO Complaint
- How to File a NEPRA Complaint Against GEPCO
- Sample GEPCO Complaint Letter for Overbilling
- Tips That Get a GEPCO Complaint Resolved Faster
- Frequently Asked Questions About GEPCO Complaints
- Your GEPCO Complaint, Step by Step
- More GEPCO Guides
GEPCO Complaint: How to File It Online and Get It Fixed
A GEPCO complaint gets results fastest when you use the right channel and keep proof. This guide covers every official way to complain about an outage, overbilling, a faulty meter or a delayed connection. It runs from the 118 helpline up to NEPRA, the Electric Inspector and the Federal Ombudsman.
Start with step one, keep your complaint number, and move up the ladder only if the problem is not fixed. Each section below tells you exactly what to attach.
On this page
- Fastest Ways to Register a GEPCO Complaint
- What to Include in Your GEPCO Complaint
- GEPCO Complaint by Problem Type
- How to Escalate a GEPCO Complaint
- How to File a NEPRA Complaint Against GEPCO
- Sample GEPCO Complaint Letter for Overbilling
- Tips That Get a GEPCO Complaint Resolved Faster
- Frequently Asked Questions About GEPCO Complaints
- Your GEPCO Complaint, Step by Step
- More GEPCO Guides
Fastest Ways to Register a GEPCO Complaint
GEPCO consumers use the national 118 system run by PITC, which gives every complaint a trackable number. Choose whichever channel suits you.
| Channel | Best for | How to use it |
|---|---|---|
| Call 118 | Outages, faults and billing problems | Free call; keep your 14-digit reference number ready and note the complaint number |
| SMS 8118 | Quick complaints from any mobile | The complaint SMS number printed on GEPCO bills |
| PITC complaint portal | Detailed complaints with a written record | Fill the form at ccms.pitc.com.pk with your reference number, CNIC and details |
| Follow-ups and escalation | ccms@pitc.com.pk; unresolved cases to qaccms@pitc.com.pk | |
| GEPCO Smart app | Android users | PITC’s official GEPCO Smart app on Google Play |
| Sub-division office | Billing corrections and meter disputes | Visit with your bill, CNIC and evidence |
Since the 118 upgrade in November 2025, you can track your complaint, and the centre calls you back for feedback. It also reopens complaints that staff closed without a fix. So always ask for the complaint number before you hang up.
What to Include in Your GEPCO Complaint
Complete details save days. Before you call or fill in a form, gather these items.
- Your 14-digit reference number and mobile number
- Your CNIC number (the online form asks for it)
- A short description with dates, for example “no supply since 9 pm on 28 September”
- A clear, dated photo of the meter showing its serial number and reading
- A copy of the disputed bill and your recent payment receipts
- Any earlier complaint numbers about the same problem
GEPCO Complaint by Problem Type
The right channel and the rules that protect you depend on the problem. Find yours below.
Power outage or fault
Call 118 or send an SMS to 8118 as soon as the supply fails, and mention your feeder name if you know it. NEPRA’s Performance Standards (Distribution) Regulations 2026 set the maximum time to restore supply.
| Type of fault | Urban areas | Rural areas |
|---|---|---|
| Fuse-off (single home) | 4 hours | 8 hours |
| Line or cable fault, alternate supply possible | 2 hours | 4 hours |
| Line or cable fault, no alternate supply | 6 hours | 12 hours |
| Transformer or switchgear fault | 8 hours | 14 hours |
Scheduled load management is not a fault. However, an unplanned outage longer than these limits deserves a complaint number and, if it keeps happening, a NEPRA complaint.
Overbilling or a wrong meter reading
First compare your meter with the present reading on the bill and the meter photo printed on it. If the bill is ahead of your meter, photograph the meter with the date visible and file a GEPCO complaint straight away.
NEPRA takes overbilling seriously. In September 2025 it fined GEPCO Rs 200 million over detection bills that went beyond the allowed period. A month later it added a Rs 50 million fine over billing periods longer than 30 days.
Faulty, slow or fast meter
Under NEPRA’s Consumer Service Manual, GEPCO must replace a defective meter immediately, or within two billing cycles if no meter is available. Until then, it may bill you on an average for at most two months, based on the higher of the same month last year or the 11-month average.
If you think your meter runs fast, you can challenge it. The fee is Rs 500 for a single-phase meter and Rs 1,000 for a three-phase meter, and GEPCO should test it within seven working days. When a meter proves fast, the credit covers up to two billing cycles.
Likewise, if GEPCO says a meter was slow, it can charge extra for no more than two previous billing cycles. A bigger “supplementary” bill for a slow meter is worth challenging.
Detection bill
A detection bill charges for units GEPCO believes were not recorded, usually after an inspection. Ask for the inspection report and the working behind the units, and do not sign anything you do not agree with.
You can dispute a detection bill with GEPCO and then with the Electric Inspector. NEPRA published draft changes to detection-bill rules in September 2026, but they are not yet in force.
New connection delay
NEPRA sets a 30-day limit for connections up to 15 kW once your application is complete. Quote your tracking ID in the complaint, and see our GEPCO new connection guide for every time limit.
Payment not showing on your bill
Take your receipt or transaction ID to the sub-division office and register a GEPCO complaint on 118 as well. Our guide on whether a GEPCO bill is paid or not walks through the fix.
How to Escalate a GEPCO Complaint
If the first step does not solve the problem, move up one level at a time. Each level expects you to have tried the one before it.
| Step | Where to go | When to use it |
|---|---|---|
| 1 | 118, SMS 8118, the PITC portal or the sub-division office | Always first; keep the complaint number |
| 2 | XEN (division), SE (circle) or GEPCO head office, 565-A Model Town, G.T. Road, Gujranwala (PABX 055-9200519-26) | When the sub-division does not resolve it |
| 3 | NEPRA complaint system or the Asaan Approach app | After GEPCO has had a chance to fix it; within one year of the problem |
| 4 | Provincial Office of Inspection (Electric Inspector), Gujranwala Region: 272/29-A Model Town, Gujranwala, 055-9330515 | Disputes about metering, billing or tariff |
| 5 | Wafaqi Mohtasib (Federal Ombudsman), Gujranwala: 247-B General Bus Stand Road, Model Town, 055-9330616; helpline 1055 | Maladministration, such as ignored complaints or unfair treatment |
The Electric Inspector decides metering and billing disputes under Section 38 of the NEPRA Act, and you can appeal its decision to NEPRA within 30 days. The Punjab Energy Department lists every regional office, and complaints can also start on its online portal.
The Federal Ombudsman handles complaints free of charge. File early, ideally within three months of the problem, and attach your earlier complaint numbers.
How to File a NEPRA Complaint Against GEPCO
NEPRA accepts consumer complaints online once you have complained to GEPCO first. It does not process complaints that are more than a year old.
NEPRA’s consumer affairs office also takes calls on +92 51 2013200 from 9 am to 5 pm, Monday to Friday. You can track an existing case on the NEPRA tracking page.
Sample GEPCO Complaint Letter for Overbilling
Copy this letter, fill in the parts in brackets, and hand it to your sub-division office. Ask for a receiving stamp on your copy.
To: The Sub-Divisional Officer (SDO), GEPCO, [your sub-division name]
Subject: Complaint about excessive billing – Reference No. [14 digits], bill month [month year]
Respected Sir/Madam,
I am the consumer of the above connection at [full address]. My bill for [month] shows [units] units, but my meter read [reading] on [date], which means I used only about [units] units. A dated photo of the meter is attached.
Please check the meter reading, correct the bill, and issue a revised bill. I request a written reply with the complaint number.
Attached: copy of the disputed bill; photo of the meter showing serial number and reading; copy of my CNIC; last three paid bills.
[Name] · CNIC [number] · Mobile [number] · Date [date]
Keep the stamped copy with your complaint number. If you escalate later, it proves that you gave GEPCO the chance to fix the problem.
Tips That Get a GEPCO Complaint Resolved Faster
- Always get a complaint number, even for a quick call
- Photograph the meter on the day you complain, with the date visible
- Keep paying later bills on time so the dispute stays about one bill
- Put important complaints in writing and keep a stamped copy
- Follow up after the time limit, quoting the complaint number
Frequently Asked Questions About GEPCO Complaints
What is the GEPCO complaint number?
Call 118 from any phone, or send an SMS to 8118. You will find both on GEPCO bills, and they connect you to PITC’s national complaint centre, which serves GEPCO consumers.
How do I file a GEPCO complaint online?
Use the PITC complaint portal at ccms.pitc.com.pk with your 14-digit reference number, mobile number and CNIC. You receive a complaint number that you can track later.
How can I check my GEPCO complaint status?
Track it on the PITC portal with your reference number or complaint number, or call 118 and quote it. For NEPRA cases, use NEPRA’s tracking page or the Asaan Approach app.
How long does GEPCO take to fix a fault?
NEPRA’s 2026 standards allow 4 hours for a fuse-off in urban areas and 8 hours in rural areas. A transformer fault can take up to 8 hours in cities and 14 hours in villages.
How do I complain about overbilling?
Photograph your meter with the date, compare it with the present reading on the bill, and file a GEPCO complaint through 118 or the sub-division office. Use the sample letter on this page for a written complaint.
What can I do about a faulty meter?
Report it on 118 and at your sub-division office. GEPCO must replace it within two billing cycles at most, and it can bill you on an average for no more than two months. You can also challenge the meter’s accuracy for a small fee.
Where can I complain if GEPCO does not respond?
Escalate to the XEN or GEPCO head office, then to NEPRA online. For billing and meter disputes, the Electric Inspector can decide the case, and the Federal Ombudsman handles maladministration.
Should I pay a bill while my GEPCO complaint is pending?
Ask GEPCO in writing whether you can pay an adjusted or undisputed amount while it checks the bill. Keep paying later bills on time, so your supply is not at risk. If the Electric Inspector hears the case, follow its instructions on payment.
Does GEPCO have a WhatsApp complaint number?
We could not verify an official GEPCO WhatsApp number. Use 118, SMS 8118, the PITC portal or the GEPCO Smart app instead, because they give you a trackable complaint number.
Is the 118 helpline free?
Yes. The upgraded 118 service is free to call and can take complaints in several languages.
Your GEPCO Complaint, Step by Step
Register your GEPCO complaint on 118 or online, attach clear proof, and keep the complaint number. If it is not fixed in time, move up the ladder to NEPRA, the Electric Inspector or the Ombudsman.
More GEPCO Guides
Disclaimer: GEPCOBill.com is an independent information service. It is not affiliated with Gujranwala Electric Power Company (GEPCO), Power Information Technology Company (PITC), WAPDA or NEPRA. Rules, rates and contact details can change; your printed bill and official notices are final.
Last reviewed: 29 September 2026 by the GEPCOBill editorial team. Checked against NEPRA’s Consumer Service Manual (revised 2025), the Performance Standards (Distribution) Regulations 2026, PITC’s CCMS portal and Punjab Energy Department listings.