MEPCO • Helpline • Complaint
Whether the power is out, the bill is wrong, the meter is faulty or there is a new-connection problem — these numbers and this method will help first. Keep your 14-digit reference number in hand, then call or complain online.
| Purpose | Number |
|---|---|
| Toll-free customer helpline | 0800-63726 |
| Emergency / outage helpline, 24/7 | 118 |
| Complaint SMS | 8118 |
| Head office, Multan | 061-9220313, 061-9220314, 061-9220317 |
| Head office address | MEPCO Complex, Khanewal Road, Multan |
| Online complaint | ccms.pitc.com.pk, email ccms@pitc.com.pk |
Complaints are processed faster when you contact your area's office. These numbers are given the same way on different bill-check sites, but confirm them with the main helpline before calling.
| Region | Number |
|---|---|
| Multan | 061-9220198 |
| Bahawalpur | 062-9250102 |
| Bahawalnagar | 063-9239031 |
| Sahiwal | 040-9200305 |
| Muzaffargarh | 066-9200065 |
| Rahim Yar Khan | 068-9230160 |
| Dera Ghazi Khan | 064-9239229 |
| Vehari | 067-3360282 |
Bill problems (wrong amount, extra charges, missing bill, needing a duplicate), meter problems (faulty meter, slow or fast reading, meter change), power supply problems (sudden outage, low voltage, repeated tripping, transformer fault), and new-connection problems (application status, delay in meter installation). When calling, explain the problem clearly in one sentence, such as “my bill is higher than last month's, I need the meter reading checked” — and keep the complaint number you receive safe.
Enter your complaint or tracking number in the tracking section to see its status. Instead of calling repeatedly, tracking shows which stage your complaint is at. If it is not resolved on time, it can be escalated to NEPRA's complaint system with the same complaint number, but the company must be given a chance first. After the ccms login, your complaint number shows the current status and the office handling it.
Straightforward enquiries take a few days, billing investigations take a few working days, meter problems take one to two weeks, and technical faults depend on field conditions. Complex cases can take longer because of inspection and verification.
Keep your reference number ready in advance, give the correct contact number, describe the problem clearly, attach the necessary documents, keep your complaint number safe, and follow up only through official channels. No official person will ask you for money in a personal JazzCash/Easypaisa account in the name of a bill or meter, and will not ask for your OTP or PIN.
If you need help with a MEPCO connection in South Punjab, the fastest route is the MEPCO helpline number for your kind of problem. Power failures, billing disputes, meter faults and new-connection questions do not all go to the same place. This page explains each channel, the offices serving each region, what to have ready, how to complain online and track it, and what to do when the company does not resolve the matter.
Call 118 first for anything urgent: no supply, a fallen or sparking wire, a burning smell from a pole or transformer, or a sudden fault affecting your street. It is answered around the clock and is meant for faults and emergencies. The toll-free MEPCO helpline number, 0800-63726, is the better choice for billing questions, account queries and non-urgent complaints, and for following up when the local office has not settled a matter. The SMS service on 8118 suits a short written complaint when you cannot call. The online complaint portal suits anything needing a written record, such as a wrong bill, and complaints can also be emailed to the complaint address the portal publishes, ccms@pitc.com.pk. Work needing documents checked in person — a new connection file, a name change, a load increase, an installment request — belongs at the subdivision office for your area; a phone call alone will rarely finish it.
MEPCO supplies electricity across 13 districts of South Punjab, organised into nine operation circles. Each circle is headed by a Superintending Engineer and divided into divisions, which are divided in turn into subdivisions. Your subdivision office, headed by a Sub-Divisional Officer, looks after your street or village. The circle office is involved only when the subdivision cannot settle a matter, or when a case must be escalated.
The nine circles are: Multan (Multan district); Khanewal (Khanewal); Vehari (Vehari); Sahiwal (Sahiwal and Pakpattan); Bahawalpur (Bahawalpur and Lodhran); Bahawalnagar (Bahawalnagar); Rahim Yar Khan (Rahim Yar Khan); Muzaffargarh (Muzaffargarh and Layyah); and Dera Ghazi Khan (Dera Ghazi Khan and Rajanpur). Circle boundaries sometimes cut across district lines, so near a border, confirm your circle from your bill or the helpline. Divisions handle day-to-day operations within circles — for example, Multan circle includes Cantt, Mumtazabad, City, Shujabad, Moosa Pak and S.R. Alam divisions, and Sahiwal circle includes Sahiwal-I, Sahiwal-II, Pakpattan, Arifwala and Chichawatni.
These circle office landlines come from MEPCO's published telephone directory. Officer numbers change often, so treat them as escalation lines, not first-contact numbers. For a first complaint, start with 118, the toll-free line, or your subdivision office. For circles without a listed number, use 118 or the toll-free line 0800-63726.
| Circle | Circle office landline |
|---|---|
| Multan | 061-9220258 |
| Khanewal | — |
| Vehari | 067-9201109 |
| Sahiwal | — |
| Bahawalpur | 062-9250109 |
| Bahawalnagar | — |
| Rahim Yar Khan | — |
| Muzaffargarh | — |
| Dera Ghazi Khan | 064-9260229 |
The subdivision office is where readings are checked, meters examined, bills corrected, and connection files moved forward. Take your bill, your national identity card, and any evidence supporting your case, such as a photograph of the meter showing the current reading. Ask for the name and post of the officer you speak to, and get any complaint or application number in writing before leaving. If the subdivision cannot resolve the matter, go next to the division office, then the circle office, then the head office in Multan — each time with the earlier complaint number in hand, so the next officer sees the history instead of starting again. The Regional Customer Centre in Multan, reachable on the head office numbers already listed on this page, deals with complaints local offices have not settled.
Every channel asks for the same basic details. Keep your 14-digit reference number ready — it is printed on the bill and identifies your connection — plus the meter number from the bill, which separates your case from another connection at the same address. Have your identity card number and the mobile number where you want updates, and describe the problem in one or two clear sentences: what happened, when it started, and what you want done. For a billing dispute, keep the last two or three bills and a clear photograph of the meter showing the current reading, taken on the day you complain. For an outage, note when the supply went off, whether the whole street is affected, and any visible damage. Never share a one-time password, bank PIN, or wallet code with anyone calling about your bill; no genuine officer asks for these.
The Customer Complaint Management System (CCMS) is the shared online complaint portal for the power distribution companies, run through the Power Information Technology Company. Filing there creates a written record with a tracking number, which is far more useful than a verbal complaint when a case must be followed up.
Keep the tracking number with the bill it relates to, because every later step — a follow-up call, an office visit, an escalation — will ask for it first.
Use the tracking option on the same portal and enter your complaint number or reference number to see the current stage of the case. Checking every day or two is enough; calling repeatedly does not move a case faster. If the status stalls, call the MEPCO helpline number for your kind of problem with the tracking number ready and ask which office the case is sitting with. Straightforward questions are usually settled in a few days, while billing investigations take longer because readings and records must be checked, and meter faults can take one to two weeks because they need a field visit. If the outcome is unsatisfactory, the complaint system offers a further written escalation to its Head of Quality and Assurance, at the email address published on the portal. Use it only after the normal process has had a fair chance, including the original tracking number and copies of everything filed earlier.
Texting 8118 is the simplest way to lodge a written complaint when you cannot call or use the portal. Include your 14-digit reference number, a short description of the problem, and your name, so staff can identify the connection and contact you. The reference number and a clear description are the essential parts. Save any reply or tracking number, and follow up through the portal or helpline if nothing changes.
When a complaint filed with the company is unresolved or its outcome is unacceptable, the next authority is the National Electric Power Regulatory Authority, NEPRA. Its complaint rules expect the company to be given the first chance, so a NEPRA complaint should show the company was approached first and quote the company complaint number. Under the complaint handling rules, if the company does not resolve the matter within 30 days, or the consumer is unsatisfied with its response, the matter can go to NEPRA. NEPRA runs an online Complaint Management System on nepra.org.pk, under its Consumer Affairs work, where a complaint can be registered and later tracked with the tracking number issued. Complaints older than one year cannot be processed online and must be sent in writing to NEPRA's consumer affairs office. NEPRA also has regional offices, including one in Multan. After NEPRA, the remaining public route is the Federal Ombudsman, which deals with maladministration by public utilities and charges no fee. At every stage, keep bills, photographs, complaint numbers and dates.
A power cut and a wrong bill go to different teams, and mixing them up is the most common reason a complaint stalls. If supply goes off without notice, call 118 at once, especially if the whole street is affected or there is visible damage. Planned load-shedding schedules are published by the company from time to time, and your feeder's schedule is the only reliable guide to a planned cut; an unplanned cut outside it is a fault and should be reported as one. Billing complaints are paperwork: they need the reference number, the bill, and evidence such as a meter photograph, and are best filed on the portal or at the subdivision office. Frequent tripping or low voltage should be reported to the helpline first, since a field crew may be needed, then followed up at the subdivision if it recurs. Never approach a fallen wire, damaged pole, or sparking transformer; keep people away and report it to 118 immediately.
If the reading on the bill is higher than the reading on your meter, photograph the meter the same day, showing the reading clearly, and compare it with the current reading printed on the bill. If the bill used an estimated or average reading because the meter could not be read, the next actual reading usually corrects the difference — but still file a complaint so the correction is recorded. File on the portal or at the subdivision office with the reference number, bill copy, and meter photograph, and ask what happens to the payment deadline while the case is examined. Do not ignore the bill while disputing it: ask the office in writing whether the disputed amount must still be paid by the due date, since late-payment charges and disconnection are separate from the dispute. If the meter itself is faulty or damaged, report it as a meter complaint, ask for testing, and keep the test request number and any report.
Fraudulent calls and messages pretending to come from a power company are common. No genuine officer will ask for money to be sent to a personal mobile wallet account, ask for a one-time password or bank PIN, or threaten immediate disconnection unless payment goes to a personal number. Official payments go only through banks, authorised payment points, and recognised wallet bill-payment options, using the reference number on the bill. If a call or message feels wrong, end it, share nothing, and verify by calling the MEPCO helpline number yourself or visiting the subdivision office. Report suspicious calls to the helpline so they can be recorded.
0800-63726. For emergencies, the number is 118.
Yes, on the CCMS portal, ccms.pitc.com.pk, where you can also check the status with your tracking number.
Usually your reference number, contact details and a clear description of the problem.
Yes, registering a complaint through official channels is free.
Call 118 immediately — the round-the-clock line for faults and emergencies. Keep people away and do not touch anything yourself.
Try the toll-free MEPCO helpline number, 0800-63726, or file on the portal at ccms.pitc.com.pk for a written record with a tracking number. During a widespread fault, a written complaint is often faster than redialling.
Yes, a family member can call or visit with the reference number and the problem's details. For written complaints and office work, the account holder's identity card details may be asked for, so keep them ready.