IESCO Consumer Complaints | How to Report, Track & Resolve Issues Online

In today’s digital age, electricity is more than just a convenience—it’s a necessity. Whether it’s running a business, attending online classes, or simply keeping your home cool in the summer heat, uninterrupted power supply is crucial. That’s where IESCO (Islamabad Electric Supply Company) comes into the picture—responsible for delivering electricity to millions of homes and businesses across Islamabad, Rawalpindi, Attock, Jhelum, and Chakwal.

But let’s face it—while IESCO plays a vital role, it’s not without its challenges. From electricity bill problems and overbilling issues to frequent power supply disruptions and faulty meters, consumers often find themselves frustrated and unsure of where to turn. And when these problems go unaddressed, they can lead to unnecessary stress and financial burden.

That’s why understanding your consumer rights in electricity services and knowing how to file an IESCO complaint is so important. Whether your bill seems unusually high, your meter reading doesn’t match, or you’ve experienced an unannounced power disconnection, this guide will walk you through how to raise your concern—and more importantly, how to get it resolved.

So if you’ve ever asked yourself, “How do I complain to IESCO?” or “Is there an easier way to fix billing errors?”—you’re in the right place. Let’s dive in and empower you as a well-informed electricity consumer.

Common IESCO Complaints Faced by Consumers

No matter where you live—Islamabad, Rawalpindi, or any nearby district—if you’re an IESCO consumer, chances are you’ve faced some form of inconvenience related to your electricity service. While IESCO continues to improve its infrastructure, consumers still report recurring issues that disrupt daily life. Let’s explore some of the most common problems and why they need urgent attention.

1. Overbilling and Incorrect Meter Readings

One of the top complaints received by IESCO is related to electricity bill issues in Pakistan—and overbilling sits at the center of it. Many users receive inflated bills that don’t reflect their actual usage. In most cases, this is due to wrong meter readings, miscalculations, or estimated billing without physically checking the meter.

If you’ve ever looked at your bill and thought, “There’s no way I used this much electricity!”, you’re not alone. Filing a faulty meter complaint or requesting a recheck of your meter reading is your first step to correcting such discrepancies.

2. Electricity Disconnection Without Notice

Imagine waking up one morning to find your electricity cut off—without any prior warning. This happens more often than you’d expect. Whether it’s due to pending dues or internal faults, unannounced electricity disconnections can cause panic and serious disruption. Consumers have a right to receive advance notice and a proper explanation before such action is taken.

3. Power Outages and Load Shedding

Frequent IESCO power breakdown reports flood customer service lines, especially during extreme weather or high-demand seasons. While some outages are scheduled due to maintenance, many are unexpected and prolonged—leaving households without fans, fridges, or even water pumps for hours.

What makes things worse is the lack of timely updates. A transparent notification system could go a long way in building trust with consumers.

4. Delayed or Missing Electricity Bills

Another common frustration is not receiving your electricity bill on time, or in some cases, not at all. Missing bills can lead to late payments, fines, or disconnection. Many consumers rely on physical copies, and when those don’t arrive, the consequences can be unfair.

Thankfully, platforms like https://iesco-online-bill.pk allow users to check their IESCO bills online—but not everyone is aware of this option.

5. Faulty or Tampered Meters

A faulty meter doesn’t just affect billing—it can pose safety risks too. Some meters malfunction due to wear and tear, while others may be tampered with during illegal connections. If your meter is running unusually fast or showing error codes, it’s crucial to report it immediately and request an inspection.

Whether it’s overbilling, load shedding, or a faulty electricity meter, these problems can seriously impact a consumer’s quality of life. But here’s the good news—you don’t have to stay silent. Knowing how to lodge a complaint with IESCO and understanding your electricity consumer rights in Pakistan is the first step toward getting the service you deserve.

How to File a Complaint with IESCO

Facing issues with your electricity bill or meter? Don’t worry—you’re not alone, and the good news is that IESCO provides multiple ways to register a complaint. Whether you’re dealing with overbilling, a power outage, or a faulty meter, knowing where and how to reach out can make all the difference in getting the problem resolved quickly.

Let’s walk you through the easiest and most effective ways to file a complaint with IESCO, step by step.

a. IESCO Online Complaint Registration

Thanks to digital advancements, you no longer need to wait in long queues or visit an office in person. IESCO now offers a fully functional online complaint management system where you can report issues anytime, from the comfort of your home.

Here’s how to register an online complaint with IESCO:

1. Visit the Official Complaint Portal:
   Go to https://ccms.iesco.com.pk

2. Choose the “Register Complaint” Option:
   Select the relevant complaint category (billing, meter, power outage, etc.)

3. Enter Your Details:
   Provide your reference number (from your electricity bill), name, CNIC, contact number, and address.

4. Describe the Issue:
   Clearly explain the problem you’re facing. The more specific, the better.

5. Submit the Form:
   After submitting, you’ll receive a complaint tracking number to monitor progress.

✅ Pro Tip: Save your reference number and complaint ID to easily track updates.

The IESCO complaint management system is designed to streamline grievance redressal, helping users get faster responses and documented resolution timelines.

b. IESCO Helpline Number and Contact Methods

Prefer talking to someone directly? IESCO has made sure consumers can easily reach out through various customer support channels.

1. Call the IESCO Helpline

• Dial 118 (24/7 support)

• Or call their landline: 051-9252937

You can ask about billing errors, load shedding schedules, or report urgent faults.

2. Email Your Complaint

You can also send a detailed complaint via email to:
complaint@iesco.com.pk

Make sure to include your reference number, contact details, and a brief description of the issue.

3. Visit a Customer Care Center

If you’re someone who prefers face-to-face communication, visit the nearest IESCO customer care center in your area. These offices are open during working hours and equipped to handle billing issues, meter-related complaints, and disconnection concerns.

Tip: You can find a list of IESCO office locations on their official website.

Whether you choose to file your complaint online, call the IESCO helpline number, or visit a customer service center, the key is to act quickly and keep your reference details ready. The faster you report the issue, the sooner you can expect resolution.

Tracking Your Complaint Status

So, you’ve successfully lodged a complaint with IESCO—great first step! But what happens next? Many consumers file a complaint and then feel left in the dark, unsure whether their issue is being looked into or just sitting in a queue.

That’s why it’s important to track your complaint status and stay informed about where things stand. Thankfully, IESCO provides simple ways to monitor progress so you’re not left wondering if and when help will arrive.

How to Check the Progress of a Registered Complaint

Once your complaint is submitted (either online, by phone, or in person), you’ll receive a complaint tracking number—this is your key to staying updated.

Here’s how to follow up:

1. Go to the IESCO Complaint Tracking Page
   Visit: https://ccms.iesco.com.pk

2. Enter Your Complaint ID
   Just type in the ID or reference number you received at the time of submission.

3. View Status & Updates
   You’ll see whether your complaint is “Under Review,” “In Progress,” or “Resolved.” You may also see notes or updates added by the support team.

If you lose your tracking number, don’t worry—you can still follow up by contacting the IESCO helpline at 118 or 051-9252937 and providing your reference number.

What to Expect During the Resolution Process

Once your complaint is submitted, the IESCO team assigns it to the relevant department—whether it’s billing, meter faults, or power supply issues. From there:

• You may receive a follow-up call or SMS from a service representative.

• A technician may be scheduled to visit your location (especially for meter or wiring faults).

• For billing complaints, adjustments may appear in your next invoice after review.

Transparency in this process is crucial, and you have every right to ask for updates if delays occur.

IESCO Complaint Resolution Time: What’s the Wait Like?

You might be wondering: “How long does IESCO take to resolve a complaint?”

While the timeframe can vary depending on the issue type, here’s a general idea:

Please note these are average times—some cases may take longer depending on complexity or area load.

Final Tip

If your complaint isn’t resolved within the expected window, don’t hesitate to follow up. You can call the IESCO helpline, re-submit online, or even escalate the matter to NEPRA if necessary. Staying proactive ensures your voice is heard.

Escalating a Complaint to NEPRA

Sometimes, despite repeated complaints and follow-ups, your issue with IESCO may remain unresolved—or worse, ignored. If you’ve hit a dead end with IESCO’s support system, don’t worry. You still have a powerful option: escalating your complaint to NEPRA (National Electric Power Regulatory Authority).

NEPRA is the national watchdog responsible for regulating electricity companies across Pakistan. Think of it as your consumer protection authority in the power sector. Their job? To make sure companies like IESCO treat customers fairly and follow the rules.

When and Why to Escalate a Complaint

You should consider taking your issue to NEPRA if:

• IESCO fails to resolve your complaint within the given time frame

• Your complaint is marked as “resolved” but the issue still exists

• You’re not satisfied with the explanation or action taken

• You face repeated problems with billing, disconnection, or meter faults

• You feel your electricity consumer rights are being violated

Escalating your issue is not about creating conflict—it’s about demanding the service and accountability you rightfully deserve.

How to Contact NEPRA

NEPRA has a dedicated complaint cell to handle electricity complaint escalations across all DISCOs, including IESCO. You can get in touch in the following ways:

1. Submit a Complaint Online

Visit the official NEPRA complaint portal here:
https://complaints.nepra.org.pk

Steps:

• Click “Register Complaint”

• Fill in your name, CNIC, email, and phone number

• Provide IESCO reference number and attach any supporting documents

• Clearly describe the issue and previous attempts to resolve it

You will receive a tracking number to monitor the status of your complaint.

☎️ 2. NEPRA Complaint Cell Contact Details

• Phone: 051-2013200

• Fax: 051-9210215

• Email: complaints@nepra.org.pk

• Postal Address: NEPRA Tower, Attaturk Avenue (East), G-5/1, Islamabad

What Happens After You Escalate

After receiving your complaint, NEPRA:

• Reviews your case and contacts IESCO for clarification

• May call you for more details or supporting evidence

• Issues instructions to IESCO to resolve your issue within a fixed timeline

• Shares resolution updates with you via email or phone

This process ensures that electricity providers are held accountable and you’re not left in the dark—literally or figuratively.

If IESCO fails to act, you have every right to take your case higher. NEPRA is your voice for fair treatment, justice, and quality service in the power sector.

Tips to Avoid Future Complaints

Let’s be honest—filing a complaint is never fun. Even with digital systems in place, it still takes time, energy, and sometimes frustration to get your issue resolved. But what if you could avoid most problems before they even start?

Here are some simple but smart tips every IESCO consumer can follow to prevent common electricity issues and protect their rights as a customer.

1. Regularly Check Your Meter Reading

Don’t just trust what’s printed on the bill—take a minute each month to physically check your meter reading yourself. Compare it with the number shown on your latest electricity bill. If something doesn’t add up, you might be looking at a meter reading error or estimated billing.

Pro Tip: Snap a photo of your meter reading on the day bills are usually issued. It’s a solid piece of evidence if you ever need to file a billing complaint.

2. Monitor Your Monthly Bill for Unusual Charges

Keep an eye on your monthly IESCO bill—not just the total amount, but the units consumed, meter status, and tax breakdown. Unusually high bills could be the result of incorrect meter readings, faulty meters, or even tariff changes you weren’t informed about.

Use platforms like https://iesco-online-bill.pk to instantly check and download your IESCO bill online and review it thoroughly.

3. Know Your Rights as an Electricity Consumer

Being informed is your best defense. Every IESCO consumer has the right to:

• Fair and accurate billing

• Prior notice before disconnection

• Transparent complaint resolution process

• Access to meter inspection and testing

Understanding your consumer rights in electricity will help you recognize when something isn’t right—and give you the confidence to raise your voice effectively.

4. Keep Records of Previous Complaints

Whether you call the IESCO helpline, lodge a complaint online, or visit a customer care center—always save your complaint number, emails, and SMS confirmations. These records can be crucial if the issue escalates or requires follow-up.

If a complaint goes unresolved and you decide to contact NEPRA, having a history of your previous interactions with IESCO strengthens your case.

By taking small steps to monitor your bill usage, double-check readings, and stay informed, you can save yourself a lot of future hassle. Think of it as building a habit of being a smart, proactive electricity consumer.

Remember—awareness is power, quite literally in this case!

Frequently Asked Questions