How to Complain About PESCO Electricity Service

If you are experiencing an unexpected electricity outage, an incorrect meter reading, a damaged meter, or an unusually high bill, you can report the issue through Peshawar Electric Supply Company (PESCO) complaint channels.

How to complain about PESCO electricity service depends on the issue you are reporting. The important steps are to identify the problem, prepare your consumer reference number, submit a clear complaint, and retain the complaint ticket for follow-up.

PESCO publishes its complaint contact information and advises consumers to call 118, send an SMS to 8118, or register a complaint online. The Customer Complaint Management System (CCMS) operated through the Power Information Technology Company (PITC) also provides an online registration facility.

This guide explains how to complain about PESCO electricity service in Pakistan, what information to prepare, how to use CCMS, and how to use your PESCO online bill when reporting a billing problem.

Quick Answer: How to Submit a PESCO Complaint

1. Identify the problem, such as a power interruption, incorrect bill, faulty meter, or delayed service.
2. Find your electricity reference number on your latest bill.
3. Collect relevant evidence, including bill copies, meter photographs, dates, and earlier complaint details.
4. Call 118, send an SMS to 8118, or use the official CCMS online complaint portal.
5. Save your complaint ticket number or submission acknowledgment.
6. If the issue remains unresolved, follow up through the original channel and check the official escalation procedure.

1. Identify the PESCO Problem Before Choosing a Complaint Channel

Before contacting PESCO, determine exactly what has gone wrong. A power outage, damaged meter, disputed bill, and delayed connection request may require different information. A specific description helps the receiving office understand your complaint and decide what needs to be checked.

Complaint type	Information to prepare	Useful supporting evidence
Power outage or supply interruption	Area, affected connection, approximate start time, and whether nearby properties are affected	Incident dates and observations about the interruption
High electricity bill	Billing month, amount, units consumed, and any disputed charges	Current bill and previous bills for comparison
Incorrect meter reading	Reading printed on the bill, current display, and relevant dates	Clear meter photographs taken safely
Meter damage or suspected fault	Connection details, fault description, and when the problem started	Photographs from a safe distance, if possible
Voltage fluctuation	Location, dates, approximate times, and frequency	A short record of recurring incidents
New connection or pending service request	Application number, submission date, and requested service	Application receipt and previous correspondence
Payment or bill adjustment concern	Billing period, amount paid, disputed balance, and transaction date	Payment receipt, transaction confirmation, and bill copy

Keep your consumer reference number ready

Your electricity bill is an important source of connection and billing information. Before registering a PESCO complaint, prepare the following details:

• Reference number: Use the number printed on the electricity bill to identify the connection.
• Consumer details: Have the relevant consumer name and service address available.
• Billing information: For a billing dispute, note the billing month, amount, units consumed, and meter reading.
• Problem description: Explain what happened, when it started, and whether the issue continues.
• Previous complaint details: Keep the earlier ticket number and any response you received.

Do not confuse your electricity reference number with a complaint ticket number. The reference number identifies the connection, while a complaint ticket or acknowledgment helps you follow up on the reported issue.

Write a clear complaint statement

A useful complaint explains the problem, gives the relevant dates, identifies the connection, and states what action you are requesting. Avoid vague statements such as "my bill is wrong" without identifying the amount, reading, or charge you want checked.

For example, you could write:

I request a review of my PESCO electricity bill for [billing month]. My connection reference number is [reference number]. The bill shows [stated reading or charge], while my available records indicate [your observation]. Please verify the relevant reading or charge and explain any discrepancy. I can provide the bill copy and supporting evidence if required.

Replace the placeholders with your actual details. Do not post your complete reference number, personal information, or unredacted bill publicly.

2. Choose an Official PESCO Complaint Channel

After identifying the issue, choose a channel that accepts your type of complaint. The principal published options include the telephone helpline, SMS, the official CCMS online form, and relevant complaint offices.

Channel	Contact details	When to use it
PESCO complaint helpline	118	Reporting electricity service problems and asking for guidance
SMS complaint channel	8118	Reporting an issue by text message
CCMS online complaint	Register a complaint	Submitting a written complaint through the online system
CCMS contact centre email	ccms@pitc.com.pk	Written communication with the complaint management service
Local PESCO complaint office	See the PESCO helpline numbers and circle complaint centers	Finding the appropriate circle office for local follow-up

Contact availability, accepted complaint categories, and processing arrangements may change. Confirm current instructions on the official website before sending personal information.

How to complain to PESCO by telephone

Calling 118 is one of the complaint options published by PESCO. A telephone complaint may be suitable when you need to report a supply interruption, explain a service issue, or ask which office handles your problem.

1. Keep your electricity reference number and service location ready.
2. Explain the issue in one or two sentences.
3. Give the date or billing period relevant to the problem.
4. Ask which department or office is responsible for the next step.
5. Request a complaint ticket number or acknowledgment, if provided.
6. Record the date of the call, the instructions received, and any promised follow-up.

If the issue is not resolved, PESCO's complaint information advises consumers to provide the ticket number to the Customer Service Centre (CSC) representative. Retaining that number helps connect your follow-up with the original complaint.

How to complain to PESCO by SMS

PESCO lists 8118 as an SMS complaint channel. If you choose this option, follow the current instructions provided by the service rather than assuming a particular message format.

Keep your message concise and include the details requested by the official channel. Save the message and any acknowledgment you receive. If you do not receive confirmation or cannot report your particular issue by SMS, try the official CCMS portal or another verified complaint channel.

How to register a CCMS online complaint

The Customer Complaint Management System offers a web-based facility for registering electricity complaints. Its registration page requests a reference number and includes mobile OTP verification. The portal may require an OTP sent to the registered mobile number before you can complete the submission.

To start, visit the official CCMS complaint registration page.

1. Open the official CCMS complaint page.
2. Enter your electricity reference number in the requested field.
3. Provide the contact information and other details requested by the form.
4. Complete mobile OTP verification when prompted.
5. Describe the problem clearly, including the relevant dates and the action you want taken.
6. Attach supporting documents if the system allows or requests them.
7. Review the entered information and submit the complaint.
8. Save the confirmation or ticket number for future communication.

Enter the details carefully. If the reference number is incorrect or the contact information cannot be verified, you may need to correct the information before proceeding. Do not share your OTP with another person or disclose it in a public comment.

What if the online complaint form does not work?

First, check that the website address is correct and that you have completed all required fields. Review the reference number, mobile number, and verification instructions. You can also try again after checking your internet connection or browser.

If the form continues to fail, use another official channel, such as 118 or SMS at 8118. Explain that you attempted online registration and keep a note of when you tried to submit the complaint. Do not assume that a form has been submitted merely because you entered your information.

3. Use PESCO Online Bill Check to Prepare a Billing Complaint

For an electricity bill dispute, review the actual bill before contacting PESCO. A PESCO online bill check can help you inspect the billing month, units consumed, meter readings, amount payable, and any listed charges. These details make it easier to identify what needs investigation.

You can visit Pesco Online Bill to access the site's available bill-checking information. For official records and services, you should also consult the relevant PESCO or PITC facility.

For help with the online complaint process, see How to File a PESCO Complaint Online.

PESCO online bill payment versus a billing complaint

PESCO online bill payment and complaint registration serve different purposes. Payment settles a bill through a supported payment channel, while a complaint asks the responsible authority to investigate a service or billing problem.

Task	What it does	What to retain
PESCO online bill check	Helps you review available bill information	Bill copy and billing-period details
PESCO duplicate bill	Provides another copy of an available bill	Retrieved bill for reference or evidence
PESCO online bill payment	Lets you pay through a supported payment service	Payment receipt or transaction confirmation
CCMS complaint registration	Records a complaint about an electricity service or billing issue	Complaint acknowledgment or ticket number

If you have already paid a disputed bill, retain the payment confirmation and explain the issue in your complaint. If you have not paid it, do not assume that a pending complaint automatically extends the due date or suspends payment obligations. Ask PESCO or the relevant official authority about the applicable requirements.

4. Find the Relevant PESCO Complaint Cell

Some problems require local follow-up with the office responsible for the consumer's area. PESCO publishes circle complaint contacts on its PESCO helpline and circle complaint centers page. Check that page for the current number and service-area information before contacting an office.

The published complaint information includes the following circle contacts and coverage areas:

Circle	Published contact number	Listed coverage areas
Peshawar	091-9212523	Peshawar, Charsadda and Shabqadar
Khyber	091-9217576	Peshawar, Nowshera, Kohat and Hangu
Mardan	0937-9230288	Mardan and Takhtbai
Swat	0946-9240367	Dargai, Malakand, Buner, Timergara, Dir, Khwaza Khela and Shangla
Bannu	0928-9230288	Bannu, Lakki and Karak
Swabi	0938-221209	Swabi
DI Khan	0966-850056	Dera Ismail Khan and Tank

These details are reproduced from the supplied PESCO Complaint Cell information and should be verified against the current official page. If you are unsure which circle serves your connection, provide your service address and reference number when asking for guidance.

What to take when visiting a complaint office

• A copy of the latest electricity bill or the relevant PESCO duplicate bill.
• Your consumer reference number and service address.
• A written summary of the issue and the date it began.
• Relevant meter photographs, payment receipts, or application documents.
• The previous complaint ticket number and any written response.

Ask the receiving representative to confirm that your complaint has been recorded and explain the next step. Keep copies of submitted documents instead of handing over your only original records unless specifically required.

5. Complaint Handling Process: What Happens After Submission?

The Customer Complaint Management System explains that complaints can be submitted verbally or in writing. Its guidance recommends written complaints because accurate information helps staff investigate concerns, and it allows relevant supporting documents to be enclosed.

The exact handling steps and response times can depend on the complaint type and the responsible office. Do not assume that every case follows the same schedule or that a complaint is resolved simply because it has been registered.

1. Registration: Submit the complaint through a suitable official channel and retain any acknowledgment.
2. Initial review: The complaint details can help the responsible team understand the issue and determine what information is needed.
3. Supporting evidence: Provide additional documents or clarification if requested.
4. Follow-up: Contact the relevant channel with your ticket number if you need an update.
5. Resolution or escalation: If the issue remains unresolved, ask for the reason and follow the applicable escalation procedure.

How to check the status of a PESCO complaint

Keep your complaint ticket number, original reference number, submission date, and any acknowledgment together. When following up, explain what you reported and ask whether the complaint is registered, what action has been taken, and whether further evidence is required.

If you submitted the complaint online, retain the confirmation page or other acknowledgment provided by the system. If you complained by telephone or SMS, save any relevant message or record the date and details of the contact.

When the issue is marked resolved but the fault continues, explain why the problem remains and provide updated evidence. Ask whether the existing ticket can be reviewed or whether a new complaint is required.

6. How to Escalate an Unresolved PESCO Complaint

If your complaint has not been resolved satisfactorily, first follow up through the original complaint channel. Provide the existing ticket number, summarize the action taken so far, and identify the specific issue that remains outstanding.

The official CCMS website identifies an additional written escalation route for consumers who are dissatisfied with complaint handling:

Before escalating, confirm the current instructions and whether this route is appropriate for your complaint. Include the original complaint reference, relevant dates, previous responses, and supporting evidence. Explain why the issue has not been resolved and what action you are requesting.

You can consult the official CCMS home page and the complaint registration page for current complaint-handling information.

If you need to pursue a matter through another competent authority, check its official rules and submission requirements first. The appropriate route may depend on the type of complaint, the response already received, and the applicable electricity-sector procedure.

7. Avoid Electricity Bill Scams When Filing a Complaint

Use verified websites and published contact channels when checking your PESCO online bill, paying an electricity bill, or reporting a service issue. The official CCMS portal warns consumers against sending money directly to an individual's account for electricity-related services.

Do not send money to a personal account through Easypaisa, JazzCash, or direct bank transfer because someone claims they can arrange a bill adjustment, cancel a fine, repair a meter, replace equipment, or provide another electricity service. Verify payment instructions through the appropriate official channel.

If someone demands a suspicious direct transfer or contacts you with a questionable payment request, do not engage with the request. The CCMS guidance directs consumers to report suspicious incidents through the 118 helpline.

Keep payment and complaint records separate. A payment receipt shows a transaction, while a complaint ticket documents a reported issue. Neither should be treated as proof that the other process has been completed.

8. Safety Advice for Urgent Electrical Problems

Some electricity problems present an immediate safety risk and should not be treated as ordinary billing disputes. Exposed wires, fallen power lines, sparking equipment, and damaged electrical installations can cause serious injury.

• Keep away from fallen power lines and exposed or damaged electrical equipment.
• Do not touch a damaged meter, attempt repairs, or approach sparking wires.
• Keep other people away from the affected area when it is safe to do so.
• Report the hazard promptly through a verified electricity-service or emergency channel.
• Explain the location and visible danger clearly when making the report.

Do not put yourself at risk to collect photographs or evidence. Safety takes priority over documenting the complaint.

9. Sample PESCO Electricity Complaint Letter

If you need to submit a written complaint, use the following format as a starting point. Adapt it to the issue and follow the receiving office's current submission requirements.

To: The Relevant PESCO Complaint Officer

Subject: Complaint Regarding [Electricity Service or Billing Issue]

Date: [Date]

Dear Sir/Madam,

I am writing to report a problem with my PESCO electricity service. My consumer reference number is [reference number], and my service address is [address].

The issue concerns [brief description of the problem]. It began on or relates to [date or billing period]. The relevant details are [meter reading, disputed charge, outage information, or other facts].

I have attached the available supporting documents, including [bill copy, meter photograph, payment receipt, or previous complaint acknowledgment]. My previous complaint ticket number, if applicable, is [ticket number].

Please investigate this matter, explain any discrepancy, and advise me of the action required to resolve it.

Thank you for your assistance.

Sincerely,
[Name]
[Contact details]

Include only the information necessary to identify and investigate the issue. If you send documents electronically, use the official contact channel and avoid attaching unrelated personal information.

Frequently Asked Questions

How do I complain to PESCO?

Call 118, send an SMS to 8118, or submit a complaint through the official CCMS online complaint portal. Prepare your electricity reference number, a description of the problem, and supporting evidence. Keep the ticket number or acknowledgment for follow-up.

How can I complain to WAPDA online?

If your issue concerns PESCO electricity service, start with the official CCMS complaint facility at ccms.pitc.com.pk/complaint. Enter the requested reference and contact details, complete any required verification, and follow the submission instructions. Use the relevant provider's official procedure for issues outside PESCO's responsibility.

How do I write a complaint letter to electricity authorities?

Include the date, reference number, service address, problem description, relevant dates or billing period, evidence, and the action you want the authority to take. If you are escalating an existing case, include the previous complaint ticket number and the response received.

How do I complain on 1787?

Do not assume that 1787 is the appropriate helpline for a PESCO electricity complaint. PESCO's published complaint options include 118, SMS at 8118, and online registration through CCMS. Verify the current purpose of any other number before relying on it for an electricity-service issue.

Is there a PESCO 24 hours helpline?

PESCO publishes 118 as its complaint helpline and 8118 as its SMS complaint channel. Check the official PESCO website for current operating arrangements and instructions, especially if you are reporting an urgent supply problem or an electrical hazard.

How do I check my PESCO bill online before making a complaint?

Use an available PESCO online bill check service and enter the requested reference number. Review the billing period, units, readings, and charges. If you find a discrepancy, save the bill copy and identify the particular information you want PESCO to investigate.

Is PESCO online bill payment the same as submitting a complaint?

No. PESCO online bill payment is intended to pay a bill through a supported payment channel. Complaint registration is a separate process used to report a billing discrepancy, supply problem, or service issue. Retain the payment receipt and complaint ticket separately.

What should I do if my PESCO complaint is not resolved?

Follow up with the original ticket number and explain what remains unresolved. The CCMS guidance lists qaccms@pitc.com.pk for written escalation to the Head of Quality & Assurance when a complaint has not been resolved satisfactorily. Check the current procedure before escalating.

Can I complain about a PESCO bill that is much higher than usual?

Yes. Compare the billed units, meter reading, billing period, and listed charges with your available records. Submit a complaint identifying the exact discrepancy and attach the relevant bill or safe-to-take meter photographs. Ask PESCO to verify the disputed reading or charge rather than assuming the entire bill is incorrect.

Should I pay my bill while a complaint is pending?

Do not assume that registering a complaint suspends payment obligations or changes the due date. Ask PESCO or the appropriate official authority about the applicable requirements while the disputed amount is being reviewed, and retain any payment confirmation.

Conclusion

To complain about PESCO electricity service, prepare your reference number, describe the problem clearly, and use an official channel such as 118, SMS at 8118, or the CCMS online complaint portal. Keep your complaint ticket and supporting evidence so you can follow up if the problem continues.

For billing disputes, a PESCO online bill check or PESCO duplicate bill can help you identify the billing period, units, meter readings, and charges that need review. PESCO online bill payment is a separate process, so retain payment receipts independently from complaint records. If the issue remains unresolved, follow the official escalation procedure and keep a written record of your communication.

Editorial note: Pesco Online Bill is an informational website. For official complaint registration, current contact details, and electricity-service decisions, consult PESCO and the relevant official complaint management channels.