LESCO Wrong Bill or Overbilling? Correction Steps and Time Limits

Day 0: Collect your proof

NEPRA says taking a snapshot of every meter reading is mandatory. The snapshot is printed on the bill, with a time stamp and location tag. LESCO must keep these snapshots for twelve months so they can be shown to NEPRA or other forums in a billing dispute.

• Take a clear photo of your meter today, showing the reading.
• Keep the disputed bill and the last few paid bills or receipts.
• Note the reading date on the bill. LESCO's FAQ says meters are read once a month on the date given on the bill. If your meter was not read, LESCO says to inform your sub-division.

Not sure the charges are wrong? Our LESCO unit price and bill calculation guide and LESCO bill taxes explained help you check the maths first.

Day 0: Register the complaint

NEPRA's manual says billing complaints are registered at the sub-divisional office, a consumer service centre or the one-window desk in LESCO offices. You should get an acknowledgement with a date for the fix. For a wrong reading, LESCO's FAQ says to contact the customer services centre of your area or LESCO head office.

Find addresses and numbers in our LESCO helpline and office directory. Keep the complaint number or acknowledgement safe.

Same day: Paid bill shown as arrears, or a maths error

LESCO's FAQ says wrongly added arrears can be corrected on showing your previous bill's bank receipt. You can do this at the sub-division, a customer services centre, or the bank branch while you pay. NEPRA's manual says revenue officers, and the bank or post office where you paid, can amend the bill the same day when you show the original paid bill.

Simple arithmetic mistakes can be corrected by the revenue officer or the SDO as soon as you complain.

Within 3 days: Wrong late payment surcharge

Was a late payment surcharge added because the bank's record reached LESCO late, or got lost? NEPRA lists this as a 3-day fix. Adjustments such as a due date extension or a surcharge waiver also have a 3-day limit.

Within 7 days: Wrong reading or wrong calculation

This is the most common case. Errors from wrong meter readings or wrong calculation of charges should be dealt with within 7 days of receiving your complaint.

Within 15 days: Detection bill dispute

A detection bill charges you for units LESCO says were used but not billed, for example in a theft case. NEPRA says complaints about detection bills must be settled within 15 days.

Within 30 days: Wrong tariff

Tariff complaints get up to 30 days. NEPRA's manual says a correct tariff is LESCO's responsibility. If you were charged a higher tariff, you get credit for up to six months back from the date you point it out. If LESCO applied a lower tariff by mistake, no difference is charged to you.

Faulty meter behind the high bill? NEPRA says defective meters should be replaced as soon as possible, but not later than two billing cycles.

Still not fixed: Go above LESCO

If LESCO does not reply, or you do not agree with its answer, NEPRA's manual lists your options:

• Provincial Office of Inspection (POI): for metering, billing and collection disputes. If you disagree with the POI's order, you can appeal to NEPRA within 30 days of receiving it.
• NEPRA complaint: NEPRA's online Complaint Management System lets you register and track a complaint. The form asks whether you complained to the distribution company first. It advises filing with the SDO or XEN before coming to NEPRA. Complaints older than one year must be sent to NEPRA's Consumer Affairs office in writing.