PESCO Consumer Complaints – Online Registration, Tracking & Helpline Guide

Peshawar Electric Supply Company (PESCO) is one of the major electricity distribution companies in Pakistan, responsible for supplying power to millions of consumers across Khyber Pakhtunkhwa. From homes and businesses to industries, PESCO plays a vital role in keeping daily life and economic activities running smoothly.

Just like any large power distribution network, challenges often arise. Consumers may face billing errors, unexpected power outages, or technical issues related to faulty meters and electricity supply. In such cases, having a proper consumer complaint system is essential to ensure quick resolution and better service.

A transparent and accessible complaint process not only helps in resolving problems efficiently but also builds trust between PESCO and its consumers. Whether it’s a billing complaint, meter replacement request, or reporting a line fault, knowing the right way to register your issue can save you both time and frustration.

This guide will walk you through the types of PESCO complaints, the methods to register them, and how you can track their progress for a smooth and reliable customer service experience.

Types of PESCO Consumer Complaints

Consumers of PESCO often encounter different kinds of issues with their electricity connection. To make the complaint process smooth, it’s important to understand the major categories of problems and how they are classified. Below are the most common types of complaints that PESCO consumers usually report.

Billing Complaints

One of the most frequent issues is related to billing. Many customers face overbilling, wrong charges, or delayed bill delivery. A PESCO billing complaint can also include cases where units are calculated incorrectly, late payment surcharges are added without reason, or duplicate bills are generated. Addressing billing complaints quickly ensures customers are charged fairly and accurately.

Meter Complaints

Faulty or damaged meters can cause serious problems for consumers. Common meter complaints include slow or fast-running meters, tampered meters, or requests for meter replacement and shifting. Since the meter is the basis of every bill, even a small issue can lead to high charges. That’s why PESCO meter complaints are given high priority to maintain billing accuracy.

Electricity Supply Complaints

Interruptions in power supply remain a big concern for households and businesses. These complaints cover power outages, unexpected breakdowns, and load shedding beyond the announced schedule. When consumers file a PESCO electricity fault complaint, they expect a quick restoration of supply so that their daily routine is not disrupted.

Technical Complaints

Apart from billing and meter issues, consumers also face technical problems. These include low voltage, tripping, transformer faults, and line faults. Such complaints not only affect appliances but can also pose safety risks. PESCO encourages consumers to report these technical complaints immediately so that field teams can resolve them.

Customer Service Complaints

Sometimes, the problem is not the electricity itself but the response from customer service. Delayed action, lack of updates, or unsatisfactory replies fall under this category. When a consumer files a PESCO complaint, they expect timely feedback and proper resolution. Improving customer service is therefore as important as solving technical or billing issues.

How to Register a Complaint with PESCO

PESCO has introduced several easy ways for its consumers to register complaints and get their issues resolved without unnecessary delays. Whether it’s a billing complaint, meter fault, or power outage, customers can choose the method that works best for them. Here are the official channels you can use to submit a PESCO complaint.

Through PESCO Helpline (118)

The most direct way to lodge a complaint is by calling the PESCO helpline 118. This service is available round the clock, allowing consumers to report problems like electricity faults, billing errors, or supply interruptions. The customer support team immediately notes down your details and forwards the complaint to the concerned department for quick action.

Via SMS Complaint (8118)

For those who prefer texting instead of calling, PESCO offers the SMS complaint service at 8118. By sending a message with your reference number and issue details, you can easily report problems such as low voltage, line faults, or meter complaints. This method is simple, fast, and especially useful when phone lines are busy.

Online Complaint System (PESCO Official Website)

Consumers can also submit complaints through the PESCO official website. The online complaint form allows you to enter your consumer details, reference number, and type of complaint. Once submitted, you receive a complaint tracking number that helps you monitor the status of your request. This option is ideal for users who want a record of their complaint for future reference.

Customer Facilitation Centers

PESCO has set up customer facilitation centers across its service areas to help consumers with in-person support. Here, you can file written complaints about billing, meter issues, or electricity supply faults. These centers provide a direct point of contact, ensuring your problem is logged and forwarded to the relevant team.

PESCO Mobile App

To make the process even more convenient, PESCO has launched a mobile app where consumers can register complaints instantly. The app allows you to report billing disputes, electricity faults, and service-related complaints in just a few taps. It also provides real-time updates and complaint tracking, making it one of the most user-friendly options for modern consumers.

By offering multiple complaint channels, PESCO ensures that every consumer—whether at home, in business, or in the field—has a reliable way to report issues and receive timely solutions.

Step-by-Step Guide to Submitting a PESCO Online Complaint

For many consumers, the most convenient way to lodge a complaint is through the PESCO online complaint system. It’s quick, reliable, and saves you from the hassle of waiting on phone calls or visiting facilitation centers. If you’re wondering how to register a complaint in PESCO, here’s a simple step-by-step guide.

1. Visit the Official PESCO Website Complaint Form

Start by opening the PESCO official website and navigating to the complaint registration section. The form is designed to capture all the necessary details of your issue, making it easy for the support team to process your request.

2. Enter Reference Number and Consumer Details

You’ll need to provide your reference number, which is printed on your electricity bill, along with your consumer name, address, and contact information. Entering accurate details ensures your complaint is linked to the correct account.

3. Select Type of Complaint

Next, choose the category of complaint that matches your issue. Options may include billing complaints, meter complaints, electricity supply issues, or technical faults. Selecting the right category helps PESCO forward your request directly to the concerned department for faster resolution.

4. Submit and Note Complaint Tracking Number

Once you’ve filled in all the details, click submit. The system will generate a complaint tracking number, which is essential for monitoring the progress of your request. Keep this number safe so you can follow up on the status of your complaint at any time.

Filing a complaint online with PESCO is simple and effective. By following these steps, you can ensure your issue is properly recorded and resolved in the shortest possible time.

Complaint Tracking and Resolution

Registering a complaint is just the first step—what really matters is knowing how to track it until it’s resolved. PESCO provides its consumers with multiple ways to stay updated on their complaints, ensuring transparency and timely action.

How to Track PESCO Complaint Status Online

Once you register a complaint through the PESCO official website, you receive a unique complaint tracking number. This number allows you to check the progress of your request directly on the portal. Simply enter the tracking number on the complaint status page, and you’ll see whether your issue is pending, in process, or resolved.

For complaints made through the helpline 118 or SMS service 8118, consumers can also request updates using the same reference number provided at the time of registration.

Average Resolution Time for Different Complaints

The time it takes to resolve a complaint depends on the type of issue reported:

• Billing complaints are usually resolved within a few working days.

• Meter complaints may take longer, especially if replacement or technical inspection is required.

• Electricity supply complaints such as power outages or line faults are often addressed on priority to restore service quickly.

• Technical complaints involving transformers or low voltage can take additional time, depending on the severity of the problem.

By providing estimated resolution timelines, PESCO helps consumers set realistic expectations and plan accordingly.

Importance of Complaint Tracking Number

Your complaint tracking number is the key to staying informed. Without it, following up on your issue can be difficult. It acts as proof that your complaint has been officially recorded and ensures that the relevant department is accountable for resolving it.

In case of delays or unsatisfactory responses, this number also helps when you need to move forward with the complaint escalation process, such as taking the matter to higher authorities or even to NEPRA.

With proper PESCO complaint tracking, consumers can be confident that their issues are being monitored, processed, and resolved in a timely and transparent manner.

Escalating Complaints to NEPRA

While PESCO provides multiple complaint channels, sometimes consumers feel their issues are not addressed properly or within a reasonable time. In such cases, customers have the right to take their complaint further by approaching NEPRA (National Electric Power Regulatory Authority)—the regulatory body that oversees electricity distribution companies in Pakistan.

When to Contact NEPRA

You should consider contacting NEPRA if:

• Your PESCO complaint remains unresolved despite repeated follow-ups.

• The resolution provided is unsatisfactory or does not address the actual problem.

• Your complaint involves unfair billing practices, prolonged outages, or violation of consumer rights.

• You experience delayed or no response from PESCO’s complaint system.

Escalating your case ensures that higher authorities intervene and hold PESCO accountable.

Procedure to File a NEPRA Complaint Against PESCO

Filing a NEPRA complaint against PESCO is straightforward. Here’s how you can do it:

1. Collect all relevant details such as your consumer reference number, complaint tracking number, and copies of electricity bills.

2. Draft a clear explanation of your issue, including the steps you already took with PESCO.

3. Submit your complaint to NEPRA through their official complaint portal, helpline, or written application.

4. NEPRA will review your case, contact PESCO for clarification, and provide a final decision.

Having proper documentation strengthens your case and speeds up the process.

Rights of Electricity Consumers Under NEPRA Regulations

NEPRA regulations are designed to protect electricity consumers across Pakistan. As a PESCO consumer, you have the right to:

• Receive accurate and transparent billing.

• Report and resolve complaints within specified timelines.

• Access fair compensation in case of proven overbilling or prolonged outages.

• Get timely updates on complaint progress.

• Escalate unresolved complaints without fear of being ignored.

By understanding your rights, you can ensure that your concerns are treated with seriousness and resolved effectively.

Escalating your issue to NEPRA is not just about solving one problem—it’s about ensuring better service standards for all PESCO consumers in the future.

PESCO Customer Support & Contact Details

For electricity consumers, quick access to customer support is essential when problems arise. PESCO has set up multiple support channels, helplines, and facilitation centers to ensure that complaints are addressed without unnecessary delays. Here’s a complete guide to reaching PESCO’s customer support.

PESCO Head Office Peshawar Address

The PESCO Head Office is located in WAPDA House, Peshawar. This is the central point of operations where major decisions, escalations, and consumer service management are handled. Consumers with serious or unresolved issues can contact the head office directly for assistance.

Helpline Numbers and Working Hours

PESCO provides a 24/7 helpline (118) for immediate complaint registration. Consumers can also use the SMS complaint service (8118) for quick reporting. These services are active round the clock, ensuring support even during late-night breakdowns or emergencies.

Whether it’s a billing complaint, meter issue, or electricity fault, the helpline connects you with customer service representatives who log your problem and forward it to the concerned team.

Customer Facilitation Center Locations

To make complaint registration easier, PESCO has established Customer Facilitation Centers across different regions of Khyber Pakhtunkhwa. At these centers, consumers can:

• File written complaints about billing, meter faults, or electricity supply issues

• Request duplicate bills or payment guidance

• Get assistance with meter replacement or shifting

These centers provide face-to-face support, making them an excellent option for consumers who prefer personal interaction.

Online Support Channels

In addition to physical centers and helplines, PESCO also offers online support options. Through the PESCO official website and mobile app, consumers can register complaints, track their status, and receive updates. These digital platforms are especially helpful for busy individuals who want to avoid visiting offices or waiting on phone calls.

With a strong network of helplines, facilitation centers, and online portals, PESCO ensures that consumers always have multiple ways to connect and resolve their electricity issues.

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