HESCO Complaint Channels Overview
HESCO provides multiple channels for consumers to file complaints, report power outages, and dispute billing errors. Whether you live in urban Hyderabad or a rural area of Tharparkar, you have the right to file a complaint and receive a resolution within the timeframes set by NEPRA (National Electric Power Regulatory Authority).
The complaint process follows a structured escalation path: first to HESCO's internal customer service, then to NEPRA if the issue is not resolved. Understanding this process helps you get faster resolution and ensures your complaint is documented properly for any future dispute or regulatory action.
| Channel | Contact Details | Best For |
|---|---|---|
| HESCO Helpline | 118 (toll-free) | Power outages, general enquiries, billing questions |
| PITC CCMS Portal | ccms.pitc.com.pk | Formal written complaints with tracking number |
| HESCO Website | hesco.gov.pk | Information, office locations, contact details |
| Subdivision Office | Visit in person | Complex billing disputes, meter issues, new connections |
| NEPRA Complaint Portal | nepra.org.pk/consumer | Escalation when HESCO fails to resolve within 30 days |
| HESCO Social Media | Facebook / Twitter | Public visibility for urgent issues (non-formal channel) |
How to File a HESCO Complaint Online (CCMS)
The PITC Customer Complaint Management System (CCMS) is the official online platform for filing complaints against all DISCOs including HESCO. It provides a tracking number that lets you follow your complaint status throughout the resolution process.
Steps to file a complaint through CCMS:
- Visit ccms.pitc.com.pk in your web browser (works on phone and computer).
- Select 'HESCO' as the distribution company from the dropdown menu.
- Enter your 14-digit reference number to link the complaint to your account.
- Select the complaint category: Billing, Meter, Load Shedding, New Connection, Voltage, or Other.
- Write a clear description of the issue — include dates, amounts, and meter readings if applicable.
- Upload any supporting documents: bill copies, meter photos, previous complaint references.
- Submit the complaint and note down the tracking number provided.
- Use the same portal to check complaint status at any time using the tracking number.
Common HESCO Complaint Types and Resolution
| Complaint Type | Description | Expected Resolution Time |
|---|---|---|
| Billing error / overcharge | Bill amount does not match expected consumption | 7–15 business days |
| Meter not working / faulty | Meter display blank, readings not changing, or running fast | 7–21 business days |
| Power outage (unplanned) | Electricity cut off without prior notice | 4–48 hours (depends on fault type) |
| Scheduled load shedding issue | Load shedding exceeding notified schedule | 1–7 days for pattern correction |
| Voltage fluctuation / low voltage | Lights dimming, appliances not running properly | 7–21 business days |
| New connection delay | Application submitted but no response received | 15–30 business days |
| Transformer replacement | Community transformer burned out or damaged | 7–30 days (depends on availability) |
| Bill not received / late delivery | Physical bill not delivered by postman | Next billing cycle — check bill online instead |
| Meter reading error | Meter reader recorded wrong reading or estimated reading | Corrected in next bill cycle (30 days) |
| Disconnection without notice | Power disconnected despite timely payment | Immediate reconnection upon verification |
For billing errors, always provide your last 3–6 months of bills as evidence. For meter issues, take a clear photo of your meter display showing the current reading. For outage complaints, note the exact date, time, and duration of each outage. The more evidence you provide, the faster HESCO can investigate and resolve your complaint.
Escalating a Complaint to NEPRA
If HESCO does not resolve your complaint within 30 days, you have the legal right to escalate it to NEPRA (National Electric Power Regulatory Authority). NEPRA is the independent regulator and has the authority to direct HESCO to take corrective action, issue refunds, or impose penalties.
Steps to escalate to NEPRA:
- Wait at least 30 days from the date you filed the HESCO complaint (via CCMS or helpline).
- Gather documentation: CCMS tracking number, HESCO complaint reference, all supporting evidence (bills, photos, correspondence).
- Visit nepra.org.pk/consumer and click 'File a Complaint'.
- Fill in the consumer complaint form with your connection details and the HESCO complaint history.
- Attach all supporting documents in PDF format.
- Submit the form and save the NEPRA complaint reference number.
- NEPRA will contact HESCO for a response and may schedule a hearing if needed.
- NEPRA decisions are legally binding on HESCO — if NEPRA directs a refund or correction, HESCO must comply.
NEPRA typically resolves escalated complaints within 30–60 days. For complex cases involving large refunds or infrastructure issues, the timeline may extend further. Having proper documentation from the initial HESCO complaint is critical for a successful NEPRA escalation.
Tips for Faster Complaint Resolution
- File through CCMS online rather than phone — written complaints create a paper trail
- Include your complete reference number, meter number, consumer name, and contact phone in every complaint
- Attach clear photos of meter readings, bill copies, and any physical evidence
- For billing disputes, download and compare at least 3 months of bills to show the pattern
- Follow up every 7 days using the CCMS tracking portal or helpline
- Visit the subdivision office in person for complex issues — face-to-face meetings often speed things up
- If HESCO SDO (Sub-Divisional Officer) is unresponsive, escalate to the XEN (Executive Engineer) office
- Keep copies of all correspondence, complaint numbers, and interaction records
- For power theft or meter tampering in your area, report anonymously through the helpline
- After resolution, check your next bill to verify the correction was actually applied
Frequently Asked Questions
What is the HESCO helpline number?
HESCO's helpline number is 118, which is toll-free and available 24/7 for power outage reports and general enquiries.
How do I file a HESCO complaint online?
Visit ccms.pitc.com.pk, select HESCO, enter your reference number, describe the issue, upload evidence, and submit. Save the tracking number provided.
How long does HESCO take to resolve complaints?
Standard complaints are expected to be resolved within 7–30 days depending on the type. Power outages are typically addressed within 4–48 hours.
Can I escalate my HESCO complaint to NEPRA?
Yes, if HESCO has not resolved your complaint within 30 days. File an escalation at nepra.org.pk/consumer with your HESCO complaint reference number and supporting documentation.
What documents do I need for a billing complaint?
Prepare your last 3–6 months of electricity bills, a clear photo of your current meter reading, and your 14-digit reference number. The more evidence you provide, the faster the investigation.
How do I report a power outage in my area?
Call the HESCO helpline at 118 and provide your area name, reference number, and the approximate time the outage started. You can also report through the CCMS portal.
What if HESCO disconnects my power even though I paid?
Call 118 immediately with your payment receipt details. If the issue is not resolved within 24 hours, file a CCMS complaint with proof of payment attached.
Can I file an anonymous complaint about meter tampering?
Yes. You can report suspected meter tampering or electricity theft through the HESCO helpline without providing your personal details.
Where is the nearest HESCO subdivision office?
Visit hesco.gov.pk for a list of all subdivision offices organized by district. Each district has multiple subdivision offices serving different areas.
Does HESCO provide compensation for prolonged outages?
NEPRA regulations require DISCOs to maintain service quality standards. For sustained outage violations, consumers can file for compensation through the NEPRA complaint process.