Fill In Your Electricity Company Satisfaction Survey in Pakistan: NEPRA Needs 80%
NEPRA's 2026 rules make electricity companies survey you every six months through your bill and app. Learn how scores of 4 and 5 count and where results appear.
Short answer: Under NEPRA's 2026 rules, your electricity company must run a satisfaction survey every six months. It must print the survey on or with your paper bill and also put it on its app, website and helpline. Scores of 4 and 5 count as satisfied, and the company needs 80 per cent satisfied.
Most of us throw away the extra slip in the bill envelope. This one now has a legal purpose. It decides how your local office is marked.
We downloaded and read the Performance Standards (Distribution) Regulations 2026 from nepra.org.pk on 14 October 2026. They were notified as SRO 1430(I)/2026 on 25 August 2026. We have not yet seen a survey slip from any company under these rules, so we cannot describe how it looks.
The survey runs every six months
Regulation 4 sets Overall Performance Standard 12. It says each company must survey consumers in all its sub-divisions once every six months. The main channel is the paper bill. The company must print the form on the bill or enclose it with every paper bill.
Extra channels are the consumer app, the web portal and the helpline. QR codes and survey links must be published so people can answer from a phone. Paper forms must also sit at every complaint centre and sub-divisional office.
Only scores of 4 and 5 count as satisfied
The survey rates each question from 1 to 5. The company's Consumer Satisfaction Rate is the share of answers that are 4 (Satisfied) or 5 (Very Satisfied). The minimum is 80 per cent for the whole company, 75 per cent for a circle or division and 70 per cent for a sub-division.
| Level | Minimum satisfied |
|---|---|
| Whole company | 80 per cent |
| Circle and division | 75 per cent |
| Sub-division | 70 per cent |
The questions cover several parts of service. Two we could read clearly are how well the company warns you about planned cuts and load shedding, and your overall satisfaction in the last six months. The form must be in Urdu and, where practical, in the regional language of the area.
Your answer counts at sub-division level
Results are worked out for each sub-division. To count as reliable, a sub-division needs answers from at least 1 per cent of its consumers in every six-month period. Below that, it is reported as "Insufficient Data". So a few extra replies from your street really do change the picture.
This survey also feeds the quarterly scorecard. Fifteen of the 100 marks in that scorecard come from the satisfaction rate, which we explain in the guide on how NEPRA scores your electricity company.
Results must come back to you in three places
Within 30 days of each six-month period, the company must publish results on its website for every level. It must also display the sub-division results on a notice board at each complaint and service centre. And it must put a short summary in the next bill.
That bill insert must name the sub-division score and the two areas where consumers were happiest and least happy. If you never see it, tell the complaint centre. The rule says it must be there.
A false or changed survey result is treated as deliberate non-compliance, and NEPRA may fine the company for it.
How to answer the survey
Fill in the slip with your bill, or scan the QR code on it, and answer every question honestly. If you get no slip, ask at your complaint centre or look in the app. Use low scores for real problems and say which ones.
- Check your next paper bill for a survey slip or a QR code.
- If there is none, ask for a form at your sub-divisional office or use the company app.
- Rate each question from 1 to 5. Only 4 and 5 count as satisfied.
- Keep a photo of your answers, and note the date.
- Look for the results on the website and in your bill within 30 days of the period end.
If the survey shows your area is poorly served, back it up with a written complaint. See how to complain to NEPRA and, for voltage trouble, how to check and report low voltage.
Why one reply is worth sending
A sub-division only counts when enough people answer. So a reply from you, your family and a few neighbours can decide whether your office gets a real score or "Insufficient Data". Honest low marks are as useful as high ones, because they show where the problem is.
Be specific if the form has room for comments. Name the problem, such as repeated cuts without notice, and the month it happened.
Common questions
How often is the electricity survey held?
Once every six months, in all sub-divisions of a company.
Do I have to answer it?
No. The company must offer it, but you are free to skip it. Your answer helps your local office get marked fairly.
What counts as a satisfied answer?
A score of 4 or 5 on the 1 to 5 scale. Scores of 1, 2 and 3 count against the company.
Where will I see the results?
On the company website, on a notice board at complaint centres, and in a short note on your next bill.
Can I answer without a paper bill?
Yes. The regulations also require the survey on the consumer app, the web portal and the helpline.
How we verified this
What we checked, where we read it, and what we could not confirm.
Last checked on 14 October 2026, Pakistan time. We read NEPRA's Performance Standards (Distribution) Regulations 2026, regulation 4 and Schedule VIII. We did not see a live survey from any company, and we could not confirm the date of the first survey round.
About the author
Tax, Bills and Technology Writer
Ali Akhtar is a young and curious voice here at Pakistan Era. He is currently pursuing his A-Levels and has a growing interest in Pakistan’s changing industrial landscape and educational trends. Ali likes to write in a way that helps him explain and explore the world around him. His writing reflects the perspective of the new generation navigating the evolving trends of Pakistan where technology, youth innovation, and shifting opportunities are reshaping the country’s future.
