When to File a TESCO Complaint
TESCO consumers in the merged tribal districts frequently encounter issues that require formal complaint registration. Whether it is an unexpectedly high bill, prolonged power outage, meter malfunction, or service-related problem, knowing the correct complaint process ensures your issue is addressed promptly.
Understanding the complaint hierarchy — from subdivision office to NEPRA — gives you options at every level. This guide walks you through the complete process for every type of complaint.
Common Complaint Types
| Complaint Type | Common Cause | Priority Level |
|---|---|---|
| Over-billing / High Bill | Meter error, estimated reading, wrong slab | High |
| Power Outage | Transformer fault, line breakage, load shedding | Urgent |
| Meter Not Working | Display error, stopped meter, burned meter | High |
| Low Voltage | Overloaded transformer, long feeder | Medium |
| New Connection Delay | Pending inspection, material shortage | Medium |
| Billing Despite Payment | Payment not posted, bank delay | High |
| Unauthorized Disconnection | Wrong meter disconnected | Urgent |
| Street Light Issue | Non-functional lights, new light needed | Low |
| Theft / Illegal Connection | Kunda/hook connections | Reportable |
| Safety Hazard | Loose wires, exposed cables, leaning pole | Urgent |
Complaint Registration Channels
| Channel | Contact | Best For | Response Time |
|---|---|---|---|
| TESCO Helpline | 0927-410426 | Billing & outage queries | 24-48 hours |
| TESCO Sub-Division Office | Visit in person | Complex complaints | 3-7 days |
| TESCO XEN Office | Escalation visit | Unresolved complaints | 7-14 days |
| TESCO Chief Engineer | Written complaint | Serious escalation | 14-30 days |
| NEPRA Complaint Portal | nepra.org.pk | Regulatory escalation | 30 days |
| Pakistan Citizen Portal | citizenportal.gov.pk | Government-level escalation | 30-60 days |
| Wafaqi Mohtasib | mohtasib.gov.pk | Federal ombudsman | 30-60 days |
How to Register a Billing Complaint
Step-by-step for the most common complaint type — over-billing:
- Take a clear photo of your current meter reading.
- Download your bill from the PITC portal and note the billed units.
- Calculate the difference between actual meter reading and billed units.
- Call TESCO helpline 0927-410426 and provide: reference number, meter number, actual reading, billed reading.
- Note down the complaint number you receive.
- If no call resolution within 7 days, visit the Sub-Division Office (SDO) in person.
- At SDO, submit written complaint with: copies of bill, photo of meter, your calculation.
- Obtain a written receipt/acknowledgment of your complaint.
- Follow up every 7 days until resolved.
- If unresolved after 30 days, escalate to NEPRA via their online portal.
NEPRA Escalation Process
If TESCO fails to resolve your complaint within a reasonable timeframe (typically 30 days), you have the right to escalate to NEPRA (National Electric Power Regulatory Authority), the regulator overseeing all DISCOs:
- Visit nepra.org.pk and navigate to the consumer complaint section.
- Create an account or log in with your CNIC.
- Fill in the complaint form with your TESCO reference number and complaint details.
- Upload supporting documents (bill copies, meter photos, previous complaint receipts).
- Submit the complaint — you will receive a tracking number.
- NEPRA forwards the complaint to TESCO with a compliance timeline.
- TESCO must respond to NEPRA within the specified deadline.
- NEPRA can order billing corrections, refunds, and penalties against TESCO.
Tips for Effective Complaints
- Always keep records — photos, complaint numbers, receipts, and dates.
- Be specific — include reference number, meter number, dates, and amounts in every communication.
- Remain polite but persistent — follow up regularly without confrontation.
- Use written complaints for important issues — verbal complaints are harder to track.
- Take photos of your meter reading on the 1st and 15th of every month as evidence.
- If possible, have your meter tested — you can request a meter test at the SDO office.
- Know your rights — NEPRA regulations require TESCO to resolve complaints within specified timelines.
- Community complaints (affecting multiple consumers) can be filed jointly for greater impact.
Frequently Asked Questions
How do I file a complaint with TESCO?
Call TESCO helpline at 0927-410426 or visit your nearest Sub-Division Office with your bill and complaint details.
What is the TESCO helpline number?
0927-410426 — available during office hours for billing, outage, and service complaints.
How to complain about TESCO over-billing?
Document your meter reading, compare with billed units, and call the helpline or visit SDO with proof.
Can I complain to NEPRA about TESCO?
Yes, if TESCO doesn't resolve your issue within 30 days, escalate via nepra.org.pk consumer complaint section.
How long does TESCO take to resolve complaints?
Simple billing issues: 7-14 days. Complex issues: 14-30 days. NEPRA escalation: 30-60 days.
What if TESCO disconnects my meter unfairly?
File an immediate complaint at the SDO office and NEPRA. Unjust disconnection is a violation of consumer rights.
How to report electricity theft?
Call TESCO helpline or report at the SDO office. Theft increases costs for all legitimate consumers.
Do I need to pay disputed bill?
Pay undisputed portion and dispute the excess. Complete non-payment may lead to disconnection.
Can I request a meter test?
Yes, submit a written request at your SDO office. TESCO will test the meter and report findings.
What is Pakistan Citizen Portal?
A government complaint platform at citizenportal.gov.pk where you can register utility complaints for federal oversight.