Introduction
If you live in Gujranwala, Sialkot, Narowal, Gujrat, Hafizabad, or Mandi Bahauddin, your electricity is supplied by the Gujranwala Electric Power Company (GEPCO). While GEPCO serves millions of consumers across Punjab, billing errors — inflated readings, wrong slab calculations, extended billing cycles — are a documented, widespread problem.
NEPRA fined GEPCO Rs. 50 million in late 2025 for overbilling consumers, admitting the company “affected millions of consumers” through manipulated meter readings that caused T&D losses to exceed the 9% regulatory limit and reach 11.48%. That fine confirms what many consumers already know: your inflated bill is not always a coincidence.
This guide gives you every real tool you need — verified helpline numbers, official website links, required documents, step-by-step complaint procedures, timelines, and escalation paths — to fight back and get your money corrected or refunded.
Who Is This Guide For?
This guide is for GEPCO consumers who:
- Received a bill significantly higher than their normal usage
- Believe their meter was not read correctly
- Were billed for more than 30 days in a single cycle
- Were wrongly moved to a higher tariff slab (e.g., Protected → Unprotected)
- Found suspicious charges like arrears, LPS (Late Payment Surcharge), or adjustment units they don’t recognize
Common Causes of Overbilling in GEPCO
Before filing a complaint, it helps to understand why your bill may be inflated:
| Cause | What Happens |
|---|---|
| Extended billing cycle (>30 days) | More units pushed into a higher slab |
| Estimated reading instead of actual | Meter not physically read; estimate applied |
| Wrong consumer category | Moved from Protected to Unprotected without reason |
| Faulty or slow meter | Meter overcounts units consumed |
| Carry-forward arrears | Old dues added without explanation |
| Incorrect sanctioned load | Incorrect load on record triggers higher fixed charges |
| Billing period manipulation | Over 1.2 million GEPCO consumers were billed for more than a 30-day billing cycle in August 2023, causing slab changes from lower to higher and status changes from Protected to Unprotected for thousands of consumers. The Express Tribune |
What You Need Before Filing a Complaint
Gather these documents before you call, visit, or submit online. The more you have, the faster your case moves:
- Current electricity bill (the one you’re disputing) — full original copy
- Last 3–6 months’ bills — to show your normal consumption pattern
- CNIC (National Identity Card) — original and photocopy
- 14-digit Reference Number — printed on the top-left corner of every GEPCO bill
- Meter reading photograph — taken on the date you received the bill (if possible)
- Mobile number registered with GEPCO — for SMS tracking updates
- Written consumption history — note down your average monthly units for the complaint officer
GEPCO Official Contact Information (2026)
| Channel | Details |
|---|---|
| Primary Helpline | 118 (24/7, free from any mobile or landline) |
| SMS Complaint | Send complaint to 8118 |
| HQ Phone | +92-55-9200504, +92-55-9200516, +92-55-9200592 |
| Head Office (Senior Complaints) | 055-9200513 |
| Emergency / Control Room | 055-9200592 |
| Official Website | gepco.com.pk |
| Bill Check Portal | bill.pitc.com.pk |
| HQ Address | 565-A, Model Town, G.T Road, Gujranwala |
The GEPCO helpline number 118 is available 24/7, and you can register your complaint at any time of the day or night. Online GEPCO Bill
Method 1 — File a Complaint by Phone (Helpline 118)
This is the fastest first step for most consumers.
Step 1: Dial 118 from any Pakistani mobile or landline — it is free of charge.
Step 2: When connected, tell the representative:
- Your 14-digit reference number
- Your name and CNIC
- The billing month you are disputing
- The nature of the problem (high bill, wrong reading, wrong slab, etc.)
Step 3: The agent logs your complaint and gives you a Complaint Reference/Ticket Number. Write this down immediately — you will need it for tracking.
Step 4: If you cannot get through on 118 (wait times increase during storms or peak summer months), you can send your complaint via SMS to 8118 or call the GEPCO regional headquarters directly. Onlinebillchecker
Resolution Timeline: First-level billing complaints are typically acknowledged within 24–48 hours. Investigation takes 7–14 working days.
Method 2 — File a Complaint Online via CCMS
GEPCO’s Customer Complaint Management System (CCMS) allows you to submit and track billing complaints without visiting any office.
Step 1: Go to gepco.com.pk and look for the “Complaint” or “E-Complaint” section.
Step 2: Click the online complaint/E-Form button.
Step 3: Fill in the following fields:
- Full Name
- 14-digit Reference Number
- CNIC
- Mobile Number
- Billing month under dispute
- Nature of complaint (select “Overbilling / High Bill”)
- Description of the problem (brief, factual — e.g., “Bill shows 850 units; normal average is 280 units”)
Step 4: Attach a photograph of your meter and the disputed bill if possible.
Step 5: Submit the form. The system generates a Ticket ID automatically.
Step 6: Use your Ticket ID on the CCMS portal to track the real-time status of your complaint, or call 118 with your reference number to request an update. You can also use the “GEPCO Light” mobile app to monitor progress. Onlinebillchecker
Method 3 — Visit Your Sub-Division Office in Person
If phone and online channels have not resolved your issue within 14 working days, visit your nearest GEPCO Sub-Division Office in person.
What to bring:
- Original disputed bill + photocopies
- CNIC original + photocopy
- Meter reading photograph (on your phone is fine)
- Previous 3 months’ bills
- Your complaint ticket number (from phone/online complaint)
- A written application addressed to the SDO (Sub-Divisional Officer)
What to say: Request a meter test if you believe the meter is faulty. You have a legal right to request a meter accuracy test under NEPRA Consumer Service Manual rules. A nominal fee may apply for the physical meter test (typically Rs. 200–500 depending on meter type), which is refunded if the meter is found defective.
Who to meet:
- SDO (Sub-Divisional Officer) — first point of escalation
- Revenue Officer — for billing disputes and slab corrections
- XEN (Executive Engineer) — if SDO fails to resolve within the stipulated period
Method 4 — Escalate to NEPRA (Regulator)
If GEPCO does not resolve your complaint within 30 days, escalate to NEPRA — the National Electric Power Regulatory Authority.
NEPRA Consumer Affairs Department (CAD):
- Website: nepra.org.pk
- Phone: 051-9207200
- Email: cad@nepra.org.pk
- Address: NEPRA, Omer Chambers, 2nd Floor, G-5/1, Islamabad
What to submit to NEPRA:
- Your original GEPCO complaint ticket number
- Timeline of events (dates you complained, responses received)
- Copies of disputed bills
- Written summary of the dispute
NEPRA formally logs the complaint, issues a directive to GEPCO, and monitors resolution. NEPRA has shown it is willing to impose heavy fines — including Rs. 50 million against GEPCO — for overbilling violations, so this escalation path carries real weight. TechJuice
Method 5 — Pakistan Citizen Portal (PM Delivery Unit)
For consumers who want government-level tracking, the Pakistan Citizen Portal is another escalation route.
- App: Download “Pakistan Citizen Portal” from Google Play or App Store
- Web: complaints.app.gov.pk
- Register a complaint against any DISCO, WAPDA, or NEPRA through the Citizen Portal. Complaints are tracked with a reference ID and escalated to the relevant department automatically. Checkbills
This channel is particularly useful when GEPCO is unresponsive at the local level, as it routes the complaint through the Prime Minister’s Delivery Unit.
GEPCO Slab Structure — How Overbilling Happens Through Slab Manipulation
One of the sneakiest forms of overbilling is slab jump caused by an inflated unit reading. Understanding GEPCO’s slab system shows why even a small overcounting of units can massively inflate your bill.
| Units Consumed (Monthly) | Category | Notes |
|---|---|---|
| 1 – 100 units | Lifeline (Protected) | Lowest tariff |
| 101 – 200 units | Protected | Subsidized rate |
| 201 – 300 units | Slab 3 | Rate increases |
| 301 – 500 units | Slab 4 | Significantly higher |
| 501 – 700 units | Slab 5 | Peak domestic rate |
| 700+ units | Slab 6 | Highest domestic rate |
If your actual consumption is 280 units but GEPCO bills you for 320 units (due to extended cycle or estimated reading), you move to Slab 4 — and every unit gets billed at the higher rate, not just the extra 40 units. This is how a small error creates a very large bill.
A fixed monthly service charge applies to every GEPCO consumer connection regardless of how much electricity is consumed, covering meter maintenance and distribution infrastructure costs. This charge does not change — but your units-based charges can double or triple with a slab change. Check Your Bill
Timelines to Expect
| Stage | Expected Timeframe |
|---|---|
| Complaint registration (118 / online) | Immediate — ticket issued same day |
| Initial response / acknowledgment | 24–48 hours |
| Meter reading verification | 3–7 working days |
| Meter test (if requested) | 7–10 working days |
| Bill correction / adjustment | 7–14 working days after formal complaint submission Check Your Bill |
| NEPRA escalation response | 30–45 days |
| Refund / credit in next bill | Usually in the billing cycle following resolution |
Tips to Strengthen Your Complaint
- Take meter photos monthly — on the day you receive your bill, photograph the meter display. This is your strongest evidence.
- Keep all bills — at least 12 months of previous bills show your consumption pattern.
- Don’t pay the disputed amount under protest without noting it — if you must pay to avoid disconnection, write “Paid Under Protest — Complaint Ref: [your ticket number]” on your payment receipt.
- Follow up every 5–7 days — passive complaints get deprioritized. Call 118 regularly with your reference number.
- Request everything in writing — ask the SDO or Revenue Officer to give you a written acknowledgment of any verbal assurances.
FAQ — GEPCO Overbilling Complaints 2026
Q1. What is the official GEPCO helpline number for billing complaints?
The official GEPCO helpline is 118, available 24 hours a day, 7 days a week, free from any Pakistani mobile or landline. You can also send an SMS complaint to 8118. For head office escalation, call 055-9200513.
Q2. How long does GEPCO take to resolve an overbilling complaint?
Billing disputes are typically investigated and resolved within 7 to 14 working days of formal complaint submission. If your case involves a physical meter test or category correction, it may take up to 30 days. If GEPCO does not resolve it within 30 days, escalate to NEPRA at nepra.org.pk. Check Your Bill
Q3. Can I refuse to pay my bill while my overbilling complaint is pending?
This is a practical risk: GEPCO can disconnect your supply for non-payment even during a complaint. It is safer to pay the undisputed portion (your estimated normal bill amount) to avoid disconnection, while clearly noting “Paid Under Protest” on your receipt. Once the complaint is resolved, GEPCO adjusts or refunds the excess in your next billing cycle.
Q4. What documents do I need to file a GEPCO overbilling complaint?
You need: (1) the disputed electricity bill, (2) your last 3–6 previous bills, (3) your CNIC, (4) your 14-digit reference number from the top of the bill, (5) a photograph of your meter showing the current reading, and (6) your registered mobile number. For in-person visits, bring originals and photocopies of all documents.
Q5. What if GEPCO ignores my complaint or fails to resolve it?
You have three escalation options: (1) Visit the GEPCO Sub-Division office and meet the SDO in person; (2) File a complaint with NEPRA’s Consumer Affairs Department at nepra.org.pk or cad@nepra.org.pk; (3) Register a complaint on the Pakistan Citizen Portal (complaints.app.gov.pk), which routes directly to the PM Delivery Unit and forces a tracked response from GEPCO. NEPRA has demonstrated willingness to take strong action, having fined GEPCO Rs. 50 million for overbilling violations.
Quick Reference Summary
What You Need | Details |
|---|---|
| Primary Helpline | 118 (24/7) |
| SMS Complaints | 8118 |
| Official Website | gepco.com.pk |
| Online Bill Portal | bill.pitc.com.pk |
| NEPRA Escalation | nepra.org.pk / cad@nepra.org.pk |
| Citizen Portal | complaints.app.gov.pk |
| HQ Address | 565-A, Model Town, G.T Road, Gujranwala |
| Resolution Timeline | 7–14 working days (billing) |
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→ Related: How to Download Your GEPCO Duplicate Bill Online
About the Author: Nida Maqbool is a consumer rights and energy sector writer based in Punjab, Pakistan. He covers electricity billing, NEPRA regulations, and DISCO accountability, helping millions of Pakistani consumers understand and exercise their rights under the NEPRA Consumer Service Manual.