Step 1 — Gather your information
Before contacting K-Electric, keep these ready: your 13-digit account number, your CNIC, the address of the connection, a recent bill copy, and a clear one-line description of the issue (e.g. "incorrect meter reading", "voltage fluctuation", "billing dispute", "supply outage").
Step 2 — Use the right channel
- Power outage or no electricity: Call 118 or SMS your account number to 8119.
- Billing dispute: Email customer.care@ke.com.pk attaching a scan of your bill.
- New connection / load change: Apply through the KE Live app or visit an IBC office.
- Meter problems: Lodge through 118 and request a meter inspection.
Step 3 — Save your complaint number
K-Electric issues a unique complaint reference number for every lodged issue. Save it — you'll need it to track progress, follow up or escalate. Resolution time varies from a few hours (outages) to several working days (billing reviews).
Step 4 — Escalate if unresolved
If your complaint isn't resolved within the promised timeframe:
- Call 118 again with your complaint reference number and ask for supervisor escalation.
- Email the Chief Customer Officer's office through customer.care@ke.com.pk.
- File a complaint with NEPRA (the National Electric Power Regulatory Authority) via complaints.nepra.org.pk.
- As a last resort, approach the Wafaqi Mohtasib (Federal Ombudsman) which handles utility grievances.
What to expect
Most outage complaints are resolved within 4–12 hours; meter and billing disputes within 7–30 working days. Always keep written records of every interaction — emails, complaint numbers, dates and the name of the agent you spoke with.
Most common K-Electric complaints (and the fastest fix)
- Overbilling / wrong meter reading: Photograph your meter on the day you receive the bill. Email the photo plus a scan of the bill to customer.care@ke.com.pk with subject "Meter Reading Dispute — Account ########". A revised bill is usually issued within 7 working days.
- Unscheduled load-shedding: SMS your account number to 8119 to confirm whether it is a fault or scheduled load-management. Faults are resolved faster than feeder-level cuts.
- Voltage fluctuation / appliance damage: File on 118 and request a voltage inspection report. The report is required for any compensation claim against K-Electric.
- Burnt meter or PMT trip: Call 118 immediately — these are treated as emergency restorations and prioritised.
- Detection bill (theft accusation): Do not pay until the detection report is shared. You have the right to a hearing before the IBC manager before the amount is added to your account.
- Bill not received: Use the lookup on our homepage to retrieve the latest PDF, pay before the due date, and separately request restoration of physical delivery through 118.
Your rights as a K-Electric consumer
Under NEPRA's Consumer Service Manual you have specific, enforceable rights:
- To receive a bill at least 7 days before the due date.
- To a written response on any complaint within 15 days.
- To compensation if your supply remains disconnected beyond stipulated restoration timeframes.
- To an itemised breakdown of every charge on your bill upon written request.
- To dispute a meter reading and demand an independent meter test (testing fee refunded if the meter is found faulty).
How to escalate to NEPRA — step by step
- Confirm 15 working days have passed since your K-Electric complaint without satisfactory resolution.
- Open complaints.nepra.org.pk and click "Lodge Complaint".
- Attach: copy of CNIC, the disputed bill(s), KE complaint reference number, and any correspondence from K-Electric.
- NEPRA forwards the complaint to K-Electric with a binding response deadline. You receive updates by email and SMS.
- If NEPRA's order is not implemented, file an "Execution Petition" through the same portal — NEPRA can fine K-Electric for non-compliance.
Sample complaint email template
Subject: Billing Dispute — Account [13-digit number] — Bill Month [Month YYYY]
Body: Dear Customer Care, I am writing to dispute the bill issued for my K-Electric connection (Account ##########, Address: …). The reading shown is ###### units while my physical meter reads ###### units on [date]. A photograph of the meter is attached, along with the disputed bill. Kindly issue a corrected bill and confirm in writing. My contact number is 03##-#######. Regards, [Name], CNIC #####-#######-#
Useful K-Electric contact numbers
- 118 — 24/7 helpline (free from KE-area lines)
- 8119 — SMS your 13-digit account number for outage / complaint registration
- (021) 99000 — Corporate office (general queries)
- customer.care@ke.com.pk — Written complaints and bill disputes
- info@ke.com.pk — Media, partnerships and general inquiries
- 0800-66237 — NEPRA complaint helpline (federal regulator)