MEPCO Helpline Number 118: Complaint Registration, CCMS Tracking and Contact Guide

MEPCO (Multan Electric Power Company) supplies electricity across a large service area in southern and central Punjab. If a fault affects your connection or you believe your bill or service record is incorrect, use a recognised complaint channel so the issue can be recorded and directed to the relevant office.

You can also use CoCheckBill to look up a bill if you need to check its details before lodging a billing complaint. Bill lookup does not itself register a complaint with MEPCO.

Choose the complaint type that most closely matches what happened. A specific report helps the call centre or field office understand whether the issue needs a line crew, meter inspection, billing review or another action.

For a billing dispute, compare the billed units with the meter reading, check the billing period and keep a copy of the bill. For an outage, note when the supply stopped and whether neighbouring homes are affected. Do not touch a meter, pole, transformer or fallen wire to investigate the problem yourself.

The Customer Complaint Management System (CCMS) is the centralised online route used for electricity complaints across distribution companies. The exact page layout may change, but the following steps describe the usual process. Use the official portal rather than a third-party form asking for personal information.

A phone call is useful when you need to report an outage or explain a problem to a representative. Call 118 and follow the prompts or instructions given by the service. During a large outage, the line may be busy because many consumers are trying to report the same event.

What to tell the representative

• Your name and a contact number, if requested.
• The MEPCO bill reference or consumer number, where relevant.
• Your area, street, nearest landmark and subdivision if known.
• The type of fault and when it started.
• Whether the issue affects only your premises or the wider area.
• Any ticket number from an earlier complaint about the same issue.

Before ending the call, ask whether a complaint has been registered and how you can follow up. Write down the ticket number, if one is provided. If the representative gives a reference or expected next step, keep a note of it.

If the helpline is busy

Try again after a short interval, especially during a widespread breakdown. You can also submit the complaint through the CCMS portal or send an SMS to 8118 where supported. Avoid repeatedly creating duplicate tickets for the same incident unless the service advises you to do so; duplicate reports can make follow-up confusing.

Official power-sector documents identify SMS at 8118 and mobile-based services among the channels used for electricity consumer complaints. The exact message format, available features and response process may vary, so follow the current instructions supplied by the service.

SMS to 8118

1. Use the mobile number and bill/account details requested by the service.
2. Keep the message short, factual and specific to one issue.
3. Include the reference number or location if the service instructions ask for it.
4. Save the sent message and any reply, complaint ID or status update.

If you do not receive a confirmation or cannot determine whether the complaint was registered, call 118 or submit it through CCMS. Do not assume that sending an SMS automatically means a formal complaint has been logged.

Mobile applications and other government channels

Power-sector complaint services may also be accessible through supported mobile applications. Download apps only from the official app store listing and verify the publisher. Availability can change, so the official 118 helpline and CCMS website are the clearest starting points if you are unsure which app to use.

You do not need a long story to make a useful complaint. The most important thing is to identify the account or location and describe the issue in a way that can be checked.

Once a complaint has been registered, keep its ticket number in a safe place. You can use the official CCMS tracking facility where available to check the latest status. The portal interface may change, so use the tracking option shown on the official site.

Do not publish your full reference number, CNIC or personal contact details in a public social-media post. Use official private complaint channels for account-specific information.

Resolution time depends on the complaint category, safety risk, field conditions and whether an inspection or technical repair is required. The official CCMS complaint resolution matrix lists target times for different types of faults; those are service targets, not a guarantee that every case will be completed within that period.

Source: CCMS Electricity Complaints Resolution Time Matrix. Check the current matrix for your exact complaint category because targets and classifications may be revised.

If the published target has passed, follow up with your ticket number and ask for the reason for the delay and the next step. For an unresolved billing or service dispute, you may be able to escalate through the appropriate official channel after first raising the matter with MEPCO.

MEPCO’s service territory includes multiple circles and subdivisions. A local complaint office can be useful when the issue needs a site visit, meter checking or a billing review. For the correct office, start with the subdivision, division or customer service centre details printed on your electricity bill, or ask the 118 representative to direct you to the relevant office.

Older online directories may list regional landlines for Bahawalnagar, Bahawalpur, Dera Ghazi Khan, Multan, Muzaffargarh, Rahim Yar Khan, Sahiwal and Vehari, as well as separate head-office numbers. These listings are not consistently maintained across third-party websites, so they should not be treated as confirmed current contacts without checking them first.

For general company information, use the MEPCO official website. If you need to check your bill first, you can also visit CoCheckBill, then submit any actual complaint through the official complaint service.

If you have reported the issue to MEPCO but the response is missing, inadequate or the complaint is marked resolved without fixing the problem, keep the record and consider the appropriate escalation route. For many disputes, the first step is to give the concerned distribution company an opportunity to address the issue.

Step 1: Follow up with the existing ticket

Contact 118 or the relevant local office and quote your ticket number. Explain what has not been fixed and provide any new evidence, such as a recent bill, meter reading or payment receipt.

Step 2: Keep a written record

Save the original complaint number, dates of calls or visits, replies received, copies of bills and supporting documents. A clear timeline makes it easier to explain the matter to a higher authority.

Step 3: Use NEPRA’s consumer complaint system when appropriate

For an eligible electricity-sector complaint that remains unresolved, you can review the National Electric Power Regulatory Authority (NEPRA) Consumer Affairs process. NEPRA’s online system asks for details about the dispute and whether you first complained to the concerned distribution company.

NEPRA’s online form may request your reference number, identity and contact details, a description of the issue and information about the earlier complaint to MEPCO. Provide accurate details and attach only relevant supporting documents through the official portal.

Some electricity complaints are not routine service requests. A fallen live wire, sparking meter, burning smell, exposed cable or damaged transformer can create an immediate risk to people and property.

• Stay well away from the wire, pole, transformer or damaged electrical equipment.
• Keep children and other people away from the affected area; do not touch a person or object that may be in contact with a live wire.
• Report the hazard urgently through 118 and clearly state that it is an electrical safety emergency.
• If there is a fire or immediate threat to life, contact the appropriate emergency service as well.
• Do not attempt repairs, move a fallen wire or open electrical equipment yourself.

When reporting a danger, give the nearest landmark and exact location so the relevant team can identify the site. Do not delay reporting a serious hazard while trying to take photographs.

Editorial note: Contact numbers, online forms and service targets can change. This guide prioritises official Power Division, CCMS, MEPCO and NEPRA resources. Check the linked official source for the latest instructions before acting.