K-Electric Complaint in Karachi: Call 118, WhatsApp, or Go to NEPRA

To complain to K-Electric, call 118, or send "HI" on WhatsApp to 0348-0000118. You can also register a complaint in the KE Live app or at live.ke.com.pk, or text COMP to 8119. For billing questions, K-Electric also lists (021) 99000 and customer.care@ke.com.pk.

If K-Electric does not fix it, the next step is NEPRA, the power regulator. Its online Complaint Management System takes complaints from Karachi consumers, but only after you have tried K-Electric first. We read both official sites on 29 September 2026, and every number below is from them.

K-Electric's 118 line is the first call for outages and danger

Call 118 for a power outage, a fault in your area, or anything dangerous like sparking or broken wires. K-Electric says it is available 24 hours a day, 7 days a week. For emergencies, its contact page says to call 118 immediately.

Have your 13-digit account number ready before you call. It is printed on your bill, and every other channel asks for it too. If the line is busy during a wide outage, which is common in a Karachi summer, switch to WhatsApp or SMS rather than redialling for an hour.

Ask for a complaint number at the end of every call and write it down with the date and time. That number is what you will need if the problem is not fixed and you go to NEPRA later.

For a live wire on the ground, keep people and animals away from it and do not touch it. Report it on 118 even if your own power is working.

WhatsApp and SMS let you complain without waiting on a call

Save 0348-0000118 and send "HI" on WhatsApp to start. K-Electric says the WhatsApp service runs 24/7 in English and Urdu. You can register technical or billing complaints there, check your power status and get a duplicate bill.

The SMS service on 8119 needs a one-time registration. These are the steps K-Electric publishes:

1. Text REG, a space, and your 13-digit account number to 8119. K-Electric's example is REG 0400012345678.
2. Wait for the confirmation message.
3. To report a technical fault, text COMP to 8119.
4. To check the load-shedding schedule, text LS to 8119.
5. To check your bill, text BILL to 8119.

If you have not registered, you can still send COMP, LS or BILL followed by a space and your account number. Text ACCT to 8119 to see which accounts are linked to your phone. After registering, you can also text CHAT with your message to 8119 to reach a person.

The KE Live app and live.ke.com.pk track your complaint

KE Live is K-Electric's app and web portal. K-Electric says you can register and track complaints there, see live power status and load-shedding, view and pay bills, update your details and report theft. The web version is at live.ke.com.pk.

The app is on the Google Play Store and Apple App Store under the name KE Live. The main reason to use it over a phone call is tracking. You can see the complaint you lodged and come back to it, instead of calling 118 again and explaining from the start.

K-Electric also takes messages on its Facebook page and on X at @KElectricPk. For a billing error, a written complaint is often better than a call, because you keep a copy. Email customer.care@ke.com.pk with your account number, the month of the bill and what is wrong.

You can also go in person. K-Electric lists 22 Customer Experience Centres, 23 mobile vans and 42 Customer Facilitation Centres across Karachi. The centres open 9am to 5:30pm Monday to Thursday, 9am to 5pm on Friday with a 1pm to 3pm prayer break, and 9am to 12:30pm on Saturday.

Bill and meter complaints need your numbers, not just the total

For a wrong bill, complain about the units, not the rupee total. Compare the reading on your meter with the units on the bill and give K-Electric both. A total can rise for tariff or tax reasons that are not a mistake.

Before you complain about a bill, gather these:

• Your 13-digit account number.
• A photo of your meter showing today's reading, with the date noted.
• The disputed bill and the two or three bills before it.
• Any complaint number you were given earlier.

The units line and the adjustment lines are explained in K-Electric bill check online, which also shows how to get a duplicate bill. Check that first. If your units match the meter, the rise is probably an adjustment rather than an error.

A slow, fast or stopped meter is a separate complaint. Under NEPRA's Consumer Service Manual, you can ask the company to check the meter. The steps, the fee and what happens if the meter is found faulty are in getting a faulty electricity meter checked and replaced.

NEPRA takes your complaint only after K-Electric has had a chance

If K-Electric does not resolve it, file with NEPRA's online Complaint Management System at nepra.org.pk. NEPRA's form asks whether you complained to the company first, and advises you to go to the concerned SDO or XEN before coming to NEPRA.

An SDO is the Sub Divisional Officer and an XEN is the Executive Engineer. They are the K-Electric officers in charge of your area. Asking them in writing, and keeping a copy, is what makes your NEPRA complaint strong.

The NEPRA form, read on 29 September 2026, asks for these:

1. How old the issue is. NEPRA says a complaint older than one year cannot be processed under its Complaint Handling and Dispute Resolution Procedure Rules, 2015.
2. Whether you complained to the distribution company, and what the result was.
3. Your CNIC, name, address, city, province and mobile number.
4. Your account or reference number, and K-Electric as the company.
5. The main points of your complaint, with documents attached as PDF or JPG, up to 2.5 MB.

You must also confirm an affidavit. It says you have not already complained to NEPRA on the same subject, no court case on it is pending, and the company's officers did not resolve it or turned it down. NEPRA warns that false information can get the complaint dismissed.

After filing, use "Track a Complaint" on the same system to follow it. For an issue older than one year, NEPRA says to write to the Office of the DG Consumer Affairs instead.

NEPRA's Karachi office and helpline

NEPRA has a Karachi office at 1st Floor, Office No. 101, Balad Trade Center, Plot No. 15/118, Block No. 3, Bahar Muslim Housing Society, phone +92 21 34893001. Its complaint system lists +92 51 2013200, 9am to 5pm, Monday to Friday.

The Islamabad head office is at NEPRA Tower, Ataturk Avenue (East), Sector G-5/1. NEPRA also promotes an app called NEPRA Asaan Approach on its home page for consumers.

NEPRA also sets the time limits companies must meet for new connections, faults and complaints. The NEPRA service deadlines list what those are. If K-Electric has missed one, say so in your NEPRA complaint and give the dates.

The same NEPRA route works for every power company in Pakistan, not only K-Electric. The broader escalation route for any power company is in how to complain about a wrong electricity bill.

Common questions

What is the K-Electric complaint number?

118. K-Electric also lists (021) 99000 to speak to a representative, and WhatsApp on 0348-0000118.

How do I complain to K-Electric on WhatsApp?

Save 0348-0000118 and send "HI". The service runs 24/7 in English and Urdu and takes billing and technical complaints.

How do I register a K-Electric complaint by SMS?

Text REG and your 13-digit account number to 8119 once. Then text COMP to 8119 to report a technical fault.

Can I complain to NEPRA about K-Electric directly?

NEPRA's form asks you to complain to K-Electric's SDO or XEN first. File with NEPRA if they do not resolve it.

Is there a time limit for a NEPRA complaint?

Yes. NEPRA says complaints older than one year cannot be processed online and must go in writing to its DG Consumer Affairs.

What is the K-Electric email for bill complaints?

customer.care@ke.com.pk, for billing and new connection complaints and queries, according to K-Electric's contact page.

How we verified this

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

Last checked on 29 September 2026. The 118, 99000, WhatsApp, 8119 SMS commands, KE Live features, email addresses and Customer Experience Centre timings are from K-Electric's contact page. The live.ke.com.pk portal opened for us on that date. The NEPRA complaint steps, the one-year limit, the affidavit, the file size limit, the helpline and office addresses are from NEPRA's Complaint Management System. We did not file a complaint ourselves, so we cannot say how long either body takes to respond. If any number here has changed, tell us and we will correct it openly.