The Subdivisional Officer (SDO) is the closest MEPCO authority to your meter. Every locality has an SDO office; the address is printed on your bill under "Subdivision".

Visit during office hours (typically 8 AM-3 PM, Monday-Friday) with your reference number, the bill you are disputing, and a brief written complaint. The SDO has authority to correct meter-reader errors, adjust bills against meter testing, issue a fresh bill within 7 working days, and waive small surcharges. Always get an inward number stamped on your copy of the complaint — without it, the complaint does not exist in the MEPCO system.

If the SDO does not resolve within 15 days, automatic escalation to step 2 is your right. You also have the right to escalate yourself at any time after 15 days.

The General Manager Customer Services at MEPCO Head Office, Khanewal Road, Multan handles formal escalations from SDOs. File by post, by email to gm.cs@mepco.com.pk (verify current address on mepco.com.pk), or in person at the head office.

The GM CS must respond in writing within 30 working days. The response typically directs the local SDO to take a specific action, refers the matter to the Meter Testing Lab, or proposes a settlement.

Tip: attach copies of every paper trail to your GM CS letter — the original bill, your stamped SDO complaint, the SDO's response or lack thereof, and any photographic evidence (meter readings, damaged seal, etc.). The more documented the file, the faster the resolution.

The Electric Inspector is a quasi-judicial officer of the Punjab Energy Department, empowered to issue binding orders against MEPCO. The Multan circle office address is on punjab.gov.pk → Energy Department.

Hearings are open, free of cost, and you can represent yourself. Documents: the original bill, your written complaint trail, copies of relevant tariff orders or regulations. The Electric Inspector must dispose of the case within 90 days.

Common matters: meter testing disputes (the Electric Inspector can order MEPCO to conduct an accredited third-party test), overbilling refunds, wrong tariff classification, and prolonged outage compensation. The Inspector's orders are appealable to NEPRA.

NEPRA's Consumer Affairs Department in Islamabad is the final administrative escalation. NEPRA Tower, Atta-Turk Avenue (East), G-5/1, Islamabad. Email: consumer.affairs@nepra.org.pk.

Two categories of cases: appeals against Electric Inspector orders (filed within 60 days of the Inspector's order), and direct complaints in matters of policy (tariff disputes, regulatory misconduct).

NEPRA must dispose of cases within 90 days. Beyond NEPRA, the only forum is the high court — and almost no consumer complaints reach that stage.

Meter-reader error (estimated reading, photo evidence, or detector reading mismatch): Step 1, SDO — almost always resolved here.

Wrong tariff classification (residential meter billed as commercial): Step 1, SDO — if denied, Step 3, Electric Inspector with copies of property documents.

Overbilling on FPA or QTR (arithmetic dispute): Step 1, SDO — must be a documented arithmetic mismatch, not a dispute of the FPA rate itself.

Disconnection without notice or wrongful disconnection: Step 1, SDO with photographic timestamp evidence — escalate to Step 3 if not resolved in 7 days.

Damaged or burnt-out service line (low-voltage hazard): emergency line 118 immediately — also file a written Step 1 complaint for the formal record.

Outage compensation (prolonged unplanned outage exceeding NEPRA SoP thresholds): Step 1, SDO with outage log evidence — escalate to Step 3 for binding order.