SEPCO Complaint Not Solved? Escalation Steps From 118 to Mohtasib

A SEPCO complaint usually starts small. A wrong reading. A bill that doubled. A feeder that trips every evening. Most of these get fixed at the first step. Some do not. This guide is for the second kind.

Think of it as a ladder. You climb one rung at a time, and you keep proof at each rung. Skipping rungs often slows things down, because the next office will ask what the last one said.

1. Rung 1: SEPCO itself (sub-division office, 118, SMS or the online complaint system)
2. Rung 2: PITC's quality team, if the online complaint was closed badly
3. Rung 3: the Provincial Office of Inspection, for metering and billing disputes
4. Rung 4: NEPRA, including its Sukkur regional office
5. Rung 5: the Wafaqi Mohtasib, for delay, neglect or unfair handling

First, check that SEPCO is really your company. SEPCO says it serves Sukkur, Ghotki, Khairpur and Kashmore/Kandhkot, plus parts of Rahim Yar Khan, Jacobabad, Shikarpur, Larkana, Kamber/Shahdadkot, Dadu, Jamshoro, Naushehro Feroze and Shaheed Benazirabad. If your bill shows HESCO or K-Electric, their routes are different.

What should you collect before rung one?

Ten minutes of preparation saves days later. Keep these in one folder or one phone album:

• Your latest bill, with the reference number visible.
• A clear photo of the meter, with the date if possible.
• Two or three older bills, to show the normal pattern.
• A short note: what went wrong, since when, and what you want fixed.
• A copy of your CNIC. You will need it at the higher rungs.

You can check and print your current bill on our SEPCO bill page. If the units look odd, our electricity bill calculator helps you see what those units should roughly cost.

Rung one: how do you complain to SEPCO?

SEPCO's own Complaint Management Cell page points consumers to the Customer Complaint Management System (CCMS), run by PITC. PITC lists these channels:

PITC says a complaint is acknowledged automatically within 24 hours. It aims to resolve it within 14 days. Write down the complaint number. Every later rung will ask for it.

For billing problems, NEPRA's Consumer Service Manual also lets you register the complaint at your sub-divisional office or customer service centre. The office should give you a date for the fix.

How long should SEPCO take?

The Consumer Service Manual sets time limits for billing complaints. They apply to SEPCO like every other distribution company.

Supply faults work on priority, not a fixed day count. Current leakage comes first. Then faults that hit many homes. Then single-house faults. The manual also says complaint offices must run 24 hours, holidays included.

Rung two: what if the online complaint was closed but not fixed?

PITC gives a written escalation route. Email the Head, Quality and Assurance, at qaccms@pitc.com.pk. Keep it short. Give your reference number, complaint number, the date you complained and what is still wrong.

Rung three: who handles a billing dispute that SEPCO won't fix?

Under section 15.1 of the manual, you can take a metering, billing or tariff dispute to the Provincial Office of Inspection. For SEPCO areas, that is the Sindh office. Its decision is not always final. If you disagree, you can appeal to NEPRA within thirty days of getting the order.

Rung four: how do you reach NEPRA from upper Sindh?

You can complain to NEPRA about over-billing, wrong disconnection and similar issues. Use NEPRA's online complaint system on nepra.org.pk. You can also visit or call its regional office:

Attach your bills, meter photos and every complaint number. NEPRA can only act on what you show it.

Rung five: when does the Wafaqi Mohtasib help?

SEPCO's Complaint Management Cell page links directly to the Wafaqi Mohtasib (federal ombudsman) complaint form. The Mohtasib looks at neglect, delay, inefficiency or unfair treatment by federal agencies. That fits a complaint that has simply been ignored.

• FreeThe Mohtasib calls its service "free of cost justice". General helpline: 1055.
• OnlineThe online form needs an OTP on your mobile number or email first.
• ReceiptHand it in at an office and you get a receipt at once. Other ways take up to 72 hours.
• SukkurThe Mohtasib lists a Sukkur office among its regional offices.

The Mohtasib normally expects you to have asked the agency's senior officers first. Attach a CNIC copy and your letters to SEPCO. Also, do not file if the same matter is already in a court.

Can you make the next problem easier?

Yes. SEPCO's website has a free mobile number registration. You enter your Customer ID and mobile number, and choose SMS, email or both. It sends supply and billing updates. There is also a CNIC registration form for your connection. Both help when you later need to prove the connection is yours.

Fast answers

Is there a separate SEPCO helpline apart from 118?

SEPCO's site sends complaints to PITC's CCMS, which lists 118, SMS 8118 and ccms@pitc.com.pk. Your bill also prints your local office details.

Can I go straight to NEPRA?

You can, but start with SEPCO. A complaint number and missed time limits make your case much stronger.

Does a Mohtasib complaint cost anything?

No. The Mohtasib says its service is free, and its staff can help you fill Form A.

Sources: SEPCO website (Complaint Management Cell, Area of Responsibility, Mobile and CNIC Registration pages); PITC CCMS, ccms.pitc.com.pk; NEPRA Consumer Service Manual, sections 10.3, 10.4 and 15.1; NEPRA Regional Office Sukkur page; Wafaqi Mohtasib website, mohtasib.gov.pk (all checked 5 November 2026).