It is 11 at night, the fan has stopped, and the whole lane is dark. Or it is morning, and your K-Electric bill shows double the usual units. These are two very different problems. K-Electric (KE) gives you several ways to reach it, and the right one depends on which problem you have.
This guide sorts KE's official channels by situation. It also explains what to keep ready, how long KE is meant to take on a bill complaint, and where to go if nobody fixes it. Every number below is from KE's own Contact Us page or the NEPRA Consumer Service Manual that KE publishes.
Danger or no power
Call 118 straight away for sparking, a broken wire or a fault. KE says this line works 24/7.
Bill or new connection question
Use WhatsApp 0348-0000118, the KE Live app, or email customer.care@ke.com.pk.
If there is sparking, a broken wire or no supply
Do not touch the wire or the pole. Keep children away. Then call 118 or (021) 99000. KE's contact page lists both for customer complaints and asks you to call 118 "immediately" for emergencies such as sparking or broken wires.
If the whole street is dark, check first whether it is planned work or load-shedding. The KE Live app shows live power status and the load-shed schedule. The 8119 SMS service can tell you too (see the commands below). If it is not planned, register a complaint so it gets a record.
If you would rather type than wait on a call
Busy evenings can mean a long wait on 118. KE has three text routes that also accept complaints.
- WhatsApp. Save 0348-0000118 and send "HI". KE says this service is 24/7 and bilingual. It can register technical or billing complaints, send a duplicate bill and show power status.
- KE Live app or web portal. You can register and track complaints, view and pay bills, report theft and apply for a new connection. Tracking is the useful part: you can see what happened to your complaint later.
- SMS to 8119. This works on any phone, even without internet. Register once, then send short commands.
8119 SMS commands from KE's contact page
| What you want | If registered, send | If not registered, send |
|---|---|---|
| Register your account | REG + space + 13-digit account number | |
| Technical complaint | COMP | COMP + 13-digit account number |
| Load-shed schedule | LS | LS + 13-digit account number |
| Check your bill | BILL | BILL + 13-digit account number |
| Type a message to KE | CHAT + your message | Register first |
| See or remove accounts | ACCT | UNREG + account number |
KE says you get a confirmation message once registration works. Keep that SMS. It shows which account is linked to your phone.
If the problem is the bill itself
A wrong reading, a wrong charge or a paid bill showing again is a billing complaint, not a fault. Have these ready before you contact KE:
- Your 13-digit account number from the top of the bill.
- The bill you are disputing, and last month's bill if the units look wrong.
- Proof of payment (bank stamp, app receipt or transaction ID) if a paid amount came back.
- The name and CNIC of the account holder, if KE asks.
Send it through WhatsApp or email customer.care@ke.com.pk, which KE lists for billing and new connection complaints. You can also go in person. KE says it runs 22 Customer Experience Centres, 23 mobile vans and 42 Customer Facilitation Centres across Karachi. The contact page has a map of them.
One special case: if your name is on the FBR Active Taxpayer List but your KE bill still charges advance income tax, KE's FAQ says to visit a Customer Care Centre or write to tariff.helpdesk@ke.com.pk. KE says it aims to fix such mistakes within 10 working days.
How long KE should take on a bill complaint
KE publishes the NEPRA Consumer Service Manual on its site. Section 10.3 sets these limits from the day your complaint is received:
- Wrong meter reading or wrong calculation: 7 days
- Wrong late payment surcharge, or a due date extension: 3 days
- Detection bill complaint: 15 days
- Tariff change: 30 days
- Paid amount added to the next bill, or a duplicate bill: same day, once you show the original paid bill
Write down the date you complained and any complaint number KE gives you. If the time passes with no answer, you have a clear record for the next step.
If KE does not solve it
Section 15.1 of the same manual gives you two routes when the company does not reply or you disagree with its answer.
Provincial Office of Inspection. For metering, billing and tariff collection disputes, you can complain to the provincial Office of Inspection (Sindh, for Karachi). If you disagree with its order, the manual says you can appeal to NEPRA within thirty days.
NEPRA. You can file a complaint against KE through the NEPRA complaint system. NEPRA's Karachi office is listed at 1st Floor, Office No. 101, Balad Trade Center, Plot No. 15/118, Block No. 3, Bahar Muslim Housing Society, Karachi, phone +92 21 34893001.
KE's FAQ also notes that since 2016 it has had an electronic link with the Office of the Federal Ombudsman for consumer complaints.
Want to see whether this month's bill looks normal before you complain? Get a copy from our K-Electric bill page, then compare the units with our electricity bill calculator.
Common questions
Is 118 free and open at night?
KE says it is available 24/7 for emergencies. Call charges depend on your mobile network; KE does not state a price on its contact page.
Can I complain without my account number?
For a fault, call 118 and give your address. For a bill complaint or SMS, you need the 13-digit account number, so keep an old bill or check the KE Live app.
Which email is for bill complaints?
KE lists customer.care@ke.com.pk for billing and new connection queries, and net.metering@ke.com.pk for net metering.
Where do I go after KE?
The Sindh Office of Inspection for billing and metering disputes, or a written complaint to NEPRA. Keep your complaint dates and numbers.
Sources: K-Electric Contact Us page, K-Electric FAQs, and NEPRA Consumer Service Manual (revised 2025, sections 10.3 and 15.1) as published by KE; NEPRA contact page. Checked 3 November 2026.
