How to Register a Complaint in PESCO Online or via Helpline | Step-by-Step Guide

Electricity is the backbone of our daily lives, powering homes, businesses, and essential services across Pakistan. For residents in the Peshawar Electric Supply Company (PESCO) region, reliable electricity service is crucial—but sometimes issues like power outages, low voltage, billing errors, or even suspected electricity theft can disrupt this flow.

This is where PESCO’s complaint registration system plays a vital role. Whether you notice a sudden outage, spot a billing discrepancy, or need to report a fault, registering your complaint promptly ensures faster resolution and uninterrupted electricity supply.

PESCO makes it easy for consumers to report problems through multiple channels. You can lodge complaints online via the official PESCO portal, call the helpline for immediate assistance, send an email with detailed information, or even use SMS services to report urgent issues. By using these official channels, you can track your complaint, get timely updates, and ensure your electricity issues are addressed efficiently.

In this guide, we’ll walk you through all the ways you can register a complaint with PESCO, step by step, so that dealing with electricity problems becomes hassle-free and straightforward.

Understanding PESCO Complaint Categories

Electricity issues can arise in many forms, and every problem requires the right channel to get resolved efficiently. To make things easier for consumers, PESCO has divided complaints into specific categories. By understanding these categories, you can register your issue in the right place and ensure a quicker response. Let’s explore each type in detail.

Line and Non-Line Complaints

Line and non-line complaints are directly linked to the infrastructure of electricity supply.

Line Complaints usually involve faults in the power distribution system. This could mean damaged electricity poles, snapped wires, transformer tripping, or sudden breakdowns in feeders. If you notice sparks, hanging wires, or areas where the electricity supply is completely cut off due to a fault in the line, these are categorized as line issues.

Non-Line Complaints are more technical in nature and deal with the supply system inside your connection point. These may include issues like malfunctioning meters, incorrect meter installations, faulty connections, or transformer-related concerns that don’t involve the main electricity line but still affect your home or business supply.

When registering such complaints with PESCO, mentioning clear details like the affected area, feeder code, or your reference number ensures that the maintenance teams can locate and fix the issue quickly.

Billing Issues

Billing complaints are among the most frequently reported by PESCO consumers. Sometimes, you might receive a bill that does not reflect your actual electricity usage. Common problems include:

• Incorrect bill amounts where the units or charges are miscalculated.

• Meter reading discrepancies, where the meter reader enters the wrong numbers, leading to higher bills.

• Tariff disputes, especially if you are charged under the wrong category (domestic, commercial, or industrial).

• Duplicate charges or late payment surcharges even when the bill was paid on time.

If you face any of these problems, you can lodge a billing complaint through the PESCO online portal, helpline, or SMS service. Always keep your reference number and CNIC handy when reporting billing errors, as this helps the support team verify and resolve your complaint more efficiently.

Service Disruptions

Service-related complaints usually revolve around issues that disturb the smooth supply of electricity in your area. These include:

• Load-shedding complaints: While scheduled load management is common, unannounced or excessive power cuts can be reported.

• Low voltage issues: Appliances not working properly or frequent flickering of lights are signs of low voltage.

• Complete outages: Sometimes, a whole area may face a blackout due to technical problems or line faults.

Service disruption complaints are important because they directly affect your daily life. By reporting them promptly, you not only restore electricity faster but also help PESCO monitor supply issues in your locality.

Electricity Theft

Illegal electricity use, also known as kunda system, not only affects PESCO’s efficiency but also puts extra burden on honest consumers. Electricity theft leads to line losses, voltage fluctuations, and higher bills for paying customers.

PESCO encourages citizens to report such illegal connections anonymously if they wish. Complaints about electricity theft are taken very seriously and are usually prioritized for immediate investigation. By reporting theft, you are not only protecting your rights but also contributing to a fairer distribution of electricity.

Other Issues

Apart from the major categories, PESCO also deals with several miscellaneous complaints, such as:

• Sanctioned load problems where the approved load for your connection does not match your actual requirement.

• Feeder-related issues like overloading, frequent tripping, or mismanagement.

• Meter installation delays or requests for meter replacement.

• Connection transfers in case of property sale or ownership change.

These complaints may seem minor but can have long-term impacts on your electricity supply and billing. Registering them ensures that your electricity connection remains accurate, reliable, and hassle-free.

How to Register a Complaint Online

PESCO has made it easier than ever for its consumers to report electricity-related problems without visiting offices or waiting in long queues. With the Customer Complaint Management System (CCMS) and official online portal, you can file a complaint from the comfort of your home in just a few steps. Here’s a simple guide to help you get started.

Step-by-Step Guide on Using the PESCO Website and CCMS Portal

1. Visit the PESCO online complaint portal through any internet browser on your mobile or computer.

2. Select “Register Complaint” from the menu options.

3. A digital form will appear where you need to fill in your details carefully.

4. Choose the correct complaint category—billing issue, line fault, service disruption, or electricity theft.

5. Enter your electricity reference number so the system can verify your connection and location.

6. Provide a brief description of the problem so that the complaint is directed to the right department.

7. Finally, submit your complaint and note down the tracking number provided.

This process ensures your complaint is directly entered into PESCO’s system for quick action.

Required Information to File a Complaint Online

Before you start, keep the following details ready to avoid delays:

• CNIC number for verification

• Electricity reference number printed on your bill

• Feeder code or area details

• Active contact number so the PESCO team can reach you if needed

Having this information ready makes your complaint submission smooth and helps the department resolve it faster.

Using the Online Form to Lodge Complaints

The online complaint form is user-friendly and designed to guide you step by step. When filling out the form:

• Always select the most relevant category (billing, outage, low voltage, etc.) to avoid confusion.

• Enter clear and accurate details about the problem. For example, if it’s a billing issue, mention the incorrect units or charges.

• Attach additional remarks if necessary, especially for technical issues like voltage fluctuations or meter faults.

This makes it easier for the complaint management system to direct your issue to the right team.

Tracking Complaint Status Online

Once your complaint is registered, you don’t have to wonder if it’s being processed. PESCO provides a tracking ID that allows you to:

• Log in to the portal and check the current status of your complaint.

• See whether your issue is pending, in process, or resolved.

• Follow up with customer service if the complaint takes longer than expected.

Tracking complaints online not only keeps you informed but also ensures transparency in the resolution process.

How to Register a Complaint via Helpline

Not everyone is comfortable using online portals, and sometimes urgent issues need instant reporting. For such cases, PESCO provides dedicated helpline numbers and an SMS service to make complaint registration quick and simple. Whether it’s a sudden power outage, billing issue, or voltage problem, the helpline ensures that your complaint reaches the right department without delay.

Key Helpline Numbers

PESCO consumers can reach out through the following official numbers:

• Dial 118 for quick complaint registration.

• Call 111-000-128 for detailed assistance and updates.

• Send an SMS to 8118 to register specific complaints, especially during emergencies.

These numbers are available round the clock, so you can report issues any time of the day or night.

What Information to Provide When Calling

To ensure your complaint is logged properly, keep the following details ready before making the call:

• Electricity reference number from your bill

• CNIC number for verification

• Contact number for follow-up

• Exact nature of the complaint (e.g., low voltage, incorrect bill, outage, meter issue, or theft)

• Location details such as feeder name or area to help the support team identify the problem quickly

Sharing accurate details allows the call center staff to forward your complaint to the right technical team without unnecessary delays.

Estimated Resolution Time and Follow-Up Procedure

The time it takes to resolve a complaint depends on the category:

• Outages and line faults are usually fixed within hours if reported promptly.

• Billing issues may take a few working days, as they often require verification.

• Technical complaints like voltage fluctuations or transformer faults might take longer, depending on the scale of the issue.

Once your complaint is registered, you will receive a reference number or confirmation SMS. Keep this safe—it is your proof of registration and can be used to check the status later. If the issue is not resolved within the given timeframe, you can call the helpline again, provide your reference number, and request an update.

Other Methods to Register Complaints

While online portals and helplines are the most commonly used channels, PESCO also offers several alternative complaint registration methods to make the process more convenient for all types of consumers. These additional options are especially helpful if you are unable to access the internet or face difficulties reaching the helpline during peak hours.

Email Complaints

If you prefer written communication, you can directly send your complaint via email at [email protected]. This method is ideal for detailed issues where you may need to attach supporting documents, such as a copy of your electricity bill or meter reading evidence.

When writing your email, make sure to include:

• Your electricity reference number

• CNIC details

• Contact number for follow-up

• A clear description of your complaint

This ensures the support team understands the issue and takes prompt action. Email complaints are also easier to track, as you have written proof of submission.

PESCO Mobile App

To keep up with modern digital solutions, PESCO also facilitates consumers through its mobile application (if available in your area). The app is designed for convenience, allowing you to:

• Register complaints with just a few taps

• Track complaint status in real time

• View billing history and meter details

• Receive important notifications and updates

The mobile app is particularly useful for busy individuals who prefer managing their electricity services on the go without visiting offices or calling helplines.

CM Citizen Portal or Local PESCO Office

In addition to direct channels, PESCO consumers can also use the CM Citizen Portal to lodge complaints. This government-backed platform ensures accountability and transparency, as complaints are monitored at a higher level. Submitting your complaint here can sometimes speed up the resolution process, especially for persistent or unresolved issues.

For those who prefer in-person communication, visiting the local PESCO office is another reliable option. At the office, you can directly interact with staff, explain your issue in detail, and receive official acknowledgement of your complaint. Though it may take more time than online methods, it provides a personal touch and clarity for complex cases.

Tips for Faster Complaint Resolution

Filing a complaint is only the first step—how quickly it gets resolved often depends on how you present the information. Many delays happen simply because incomplete or unclear details are shared during complaint registration. To make sure your issue is handled without unnecessary back-and-forth, here are some practical tips every PESCO consumer should follow.

Provide Accurate Details

When registering a complaint with PESCO, accuracy matters more than anything else. Always provide:

• CNIC number for verification

• Reference number from your latest electricity bill

• Feeder code or exact location of the fault

• Active contact number for follow-up calls

Sharing the right details ensures your complaint is routed to the correct department immediately. For example, if you report a line fault but don’t mention the feeder, the team may waste time locating the issue. Accurate details save both your time and PESCO’s resources.

Choose the Correct Complaint Category

PESCO has designed separate categories for different problems such as billing issues, line faults, low voltage, or electricity theft. Choosing the right complaint category makes a big difference.

If you mistakenly log a billing error under service disruptions, your complaint may end up in the wrong department, leading to unnecessary delays. To avoid this, carefully check all available categories before submitting your complaint, whether online, through SMS, or via helpline.

Keep Reference Numbers for Follow-Up

After every complaint submission—whether online, via SMS, or through a helpline—you will be given a reference number. This number is your key to tracking progress. Always:

• Save the reference number in your phone or note it down.

• Use it to check your complaint status online.

• Provide it when calling the helpline for updates.

Without this number, following up becomes difficult, and your issue may take longer to resolve. Treat it as your complaint ID that guarantees accountability.

Tracking Your Complaint

Registering a complaint is only half the process—knowing what happens afterward is equally important. PESCO allows its consumers to track complaint status so they stay updated and don’t have to keep guessing whether their issue is being resolved. By checking updates through the online portal or helpline, you can follow the progress step by step and hold the service accountable if delays occur.

Online Complaint Tracking Steps

One of the easiest ways to stay informed is by using the PESCO online complaint tracking system. After you register your complaint, you’ll receive a tracking ID or reference number. With this number, you can:

1. Visit the PESCO complaint portal.

2. Select the “Track Complaint” option.

3. Enter your reference number in the given field.

4. Instantly view the current status of your complaint, whether it is pending, under process, or resolved.

This feature provides transparency and helps consumers know exactly how far their complaint has progressed without visiting any office.

Using Helpline Updates

If you prefer human interaction, you can always call the PESCO helpline (118 or 111-000-128) to check the progress of your complaint. When calling:

• Provide your complaint reference number to the representative.

• Ask for the current status update (pending, in process, or resolved).

• In case of delays, request an estimated resolution timeline.

This method is particularly useful for urgent issues like outages, line faults, or low voltage problems where you need reassurance that a technical team is already working on your complaint.

Expected Resolution Timelines

The time PESCO takes to resolve complaints depends on the type of issue:

• Line faults and outages: Usually fixed within a few hours after registration.

• Low voltage or feeder-related issues: May take 1–2 days depending on the technical work required.

• Billing complaints: Often resolved within a few working days after verification.

• Meter-related issues or sanctioned load problems: Can take longer due to technical inspection and approvals.

By tracking your complaint regularly, you can stay updated and ensure that PESCO is actively working on your case.

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