Quick answer: to complain to IESCO, call the helpline 118 (IESCO also lists SMS 8118), use the online Complaint Management portal linked from iesco.com.pk, or contact your sub-division office. Always note your complaint number. If IESCO does not resolve it, you can escalate to NEPRA online.
Whether it is "bijli nahi aa rahi" (no electricity), a wrong bill ("ghalat bill"), a faulty meter or a delayed connection, here are the official channels for an "IESCO complaint", from fastest to most formal.
All official IESCO complaint channels
| Channel | Details | Best for |
|---|---|---|
| Helpline | 118 | Power outage, sparking or unsafe wires, urgent faults |
| SMS | 8118 | Logging a complaint without a call |
| Online | ccms.pitc.com.pk ("Complaint Management" on IESCO's website) | Supply, billing and meter complaints with a tracking number |
| Mobile apps | IESCO Smart and Power Smart (Android) | Customer services; Power Smart lists new connection, due date extension and installments |
| Sub-division / division office | See our IESCO office numbers directory | Billing corrections, meter issues, written complaints |
| Customer Facilitation Centres | 11 centres listed on iesco.com.pk | Duplicate bills, service requests, follow-ups |
1. Call 118 (fastest for power outages)
118 is IESCO's helpline number shown on its website. When you call, give your reference number, full address and a working mobile number, and describe the problem clearly, for example "whole street off since 2 pm" or "only my house off, meter display blank". Write down the complaint number you are given; you will need it to follow up or escalate.
If 118 is busy, which is common during storms and heat waves, IESCO's own FAQ suggests contacting its central control centre or other official numbers. The Distribution Control Centre numbers listed in IESCO's directory are 051-9250240, 051-9250241, 051-9250242, 051-9250250 and 051-9250246.
2. SMS 8118
IESCO lists "SMS 8118" right next to "Call 118" on its website as a second contact channel. If you are unsure what to send, call 118 and ask, and keep any reply message as your record.
3. Online complaint (Complaint Management portal)
IESCO's website links "Complaint Management" to the PITC portal at ccms.pitc.com.pk, the government-run system shared by DISCOs. Keep your reference number and mobile number ready, describe the problem clearly, and save the complaint or tracking number you receive.
Online complaints work well for billing and meter issues, because you get a written record with a date.
4. IESCO Smart and Power Smart apps
IESCO's website directs consumers to two Android apps: IESCO Smart and Power Smart. The Power Smart listing on Google Play says you can add your consumer ID, see consumption, and use services such as new connection, due date extension and bill installments. Download them only from the links on iesco.com.pk or Google Play.
5. Visit or call your office
For billing disputes, meter replacement, wrong readings or arrears, the sub-division office (SDO/Assistant Manager) or the division's Customer Services Officer handles the case. Take:
- the disputed bill, your CNIC and the reference number;
- bank or app receipts of earlier payments;
- photos of the meter reading, if the reading is disputed.
Useful points from IESCO's official FAQ:
- Wrong arrears: show the bank receipt of the previous bill and the arrears are corrected.
- Defective meter: the bill may say "def est" (estimated), and you can request a check or replacement.
- Installments are allowed only on arrears, not the current bill. The approving officer depends on the amount.
Escalating to NEPRA
If IESCO does not resolve your complaint, you can approach the regulator, NEPRA:
- Complain to IESCO first and keep the complaint number. NEPRA's online form asks whether you lodged the complaint with your DISCO, and advises filing with the concerned SDO/XEN before coming to NEPRA.
- Register on NEPRA's Complaint Management System or the NEPRA Asaan Approach app, attach documents and note the tracking ID.
- NEPRA's online system handles issues up to one year old. Older complaints must be submitted in writing to the Office of DG Consumer Affairs, NEPRA, NEPRA Tower, Attaturk Avenue (East), G-5/1, Islamabad (Tel: 051-2013200).
IESCO also publishes the names of focal persons for complaints made through the Wafaqi Mohtasib (Federal Ombudsman) on its website.
Tips for faster resolution
- One fault, one complaint. Don't file duplicates for the same fault; follow up with the same number.
- Report dangerous situations (fallen wires, sparking transformers) to 118 immediately and stay away.
- Check IESCO's load-shedding page before complaining; IESCO posts circle-wise load-shedding schedules there.
- Keep your bill handy. Check it any time on our IESCO online bill page.
For all-DISCO numbers, see our electricity help centre.
Frequently Asked Questions
What is the IESCO complaint number?
The IESCO helpline is 118. IESCO also lists SMS 8118. For written or follow-up complaints, contact your sub-division (SDO) office or division Customer Services Officer.
How can I register an IESCO complaint online?
IESCO's website links to the PITC Complaint Management portal at ccms.pitc.com.pk. IESCO also directs consumers to its IESCO Smart and Power Smart mobile apps for customer services.
How long does IESCO take to resolve a complaint?
Time limits for different complaint types are set by NEPRA in the Consumer Service Manual. If your complaint isn't resolved, escalate it to the SDO/XEN and then NEPRA.
How do I complain to NEPRA about IESCO?
First lodge your complaint with IESCO and keep the complaint number. If it isn't resolved, register it on NEPRA's online Complaint Management System or the NEPRA Asaan Approach app. Complaints older than one year must be sent in writing to NEPRA's DG Consumer Affairs.
What should I do if my IESCO bill is wrong?
Visit your sub-division office with the bill, your CNIC and any payment receipts. IESCO's FAQ says arrears added by mistake are corrected when you show the bank receipt of the previous bill.
