Check How Many Complaints Power Companies Record in Pakistan: 7.4 Million in 2024-25

Short answer: Power companies in Pakistan recorded 7,421,134 consumer complaints in 2024-25, says NEPRA. K-Electric alone logged 23%. SEPCO logged only 1,627. NEPRA says such gaps may point to poor record keeping, so always ask for a written complaint number.

If a company logs few complaints, it can look as if customers are happy. NEPRA says that may not be the case. A complaint that is never written down never counts.

We downloaded and read NEPRA's Performance Evaluation Report of Distribution Companies for 2024-25 from nepra.org.pk on 13 October 2026. It covers the year to June 2025. Section 2.8 and Table 12 cover consumer complaints.

Companies recorded over 7.4 million complaints in one year

NEPRA's report says the power companies together recorded 7,421,134 consumer complaints in 2024-25. They cover power cuts, billing errors, meters, voltage and other service problems. The numbers differ greatly between companies.

The report looks at how many complaints each company gets per day at each of its complaint centres. It also looks at the share resolved within the year. The pages we read do not make the resolved share clear for each company, so we do not quote it.

K-Electric recorded 23% of all complaints

K-Electric accounted for 23% of all complaints and logged an average of about 174 a day at each complaint centre. NEPRA reads this as a more complete way of recording customer feedback, not as proof that K-Electric has the worst service.

The company-by-company counts are in Table 12 of the report. The columns of that table were mixed in the copy we read, so we only print the figures NEPRA states in its own text. Check the table in the PDF for your company.

Very low counts raise doubts about record keeping

NEPRA says SEPCO's 1,627 complaints could mean an exceptionally good system or data errors. It says reports of only two to three complaints a day per centre at PESCO, QESCO and HESCO look unrealistic. It points to weak monitoring and manual records.

The report says many companies still use printed registers instead of computer systems, even after repeated NEPRA orders. It calls for one standard, transparent and digital system, including complaints made by phone.

Always get a complaint number in writing

A number on your phone or in a message is your proof. It shows the date you complained and lets you escalate. If a company will not give a number, say you will report that to NEPRA. This is also how your complaint ends up in the count.

1. Call your company's helpline, which is 118 for many companies, or visit the complaint centre.
2. State the problem in one sentence with your reference number from the bill.
3. Ask for a complaint number and write down the date and time.
4. Ask for it by SMS or in writing if the call centre can send it.
5. Follow up after a few days quoting the number.

Escalate to NEPRA with the number in hand

If the company does not fix the problem, take the number to NEPRA. The NEPRA Asaan Approach app handles urgent faults. Disputes about a bill follow the ladder in our guide to complaining about a wrong electricity bill.

NEPRA also publishes its own complaint tally. We looked at it in NEPRA's 17,459 complaints in 2026. That figure is complaints to the regulator, which is much smaller than the 7.4 million company-level complaints in this report.

What the numbers mean for you

Complaint counts are not a ranking of service. They show how well each company records what customers say. A company that records little may also fix little, because nothing is on paper to act on. Your written complaint number helps fix that gap.

Describe the problem in plain words and keep it short. Say what is wrong, where, since when and what you already tried. Mention the reference number from your bill. Complaints with clear facts are easier to log, route and close.

If the company closes your complaint without fixing the fault, say so in writing and ask for the reason. Keep the reply. NEPRA looks for proof that you tried the company first.

Common questions

How many electricity complaints did companies record?

7,421,134 in 2024-25, according to NEPRA's report.

Does a high count mean worse service?

Not necessarily. NEPRA reads K-Electric's high count as a sign of a fuller recording system. A low count may mean complaints are not being logged.

Why is SEPCO's number so low?

The report gives 1,627 and says it could reflect strong service or inaccurate data. It does not decide which.

What is a complaint centre?

It is a company office or unit that takes customer complaints. The report counts how many complaints each centre receives each day.

Is the helpline 118 for every company?

118 is the common number for many companies, as in our earlier guides. We did not test it for every company, so confirm the number on your bill.

Can NEPRA make companies use computers?

The report says NEPRA has repeatedly directed companies to adopt computer systems. Many still use manual registers.

How we verified this

What we checked, where we read it, and what we could not confirm.

Last checked on 13 October 2026. Source: NEPRA Performance Evaluation Report of Distribution Companies, FY 2024-25, Section 2.8 and Table 12. We did not print per-company counts because the table columns were not reliable in our copy.