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Home › Consumers
For consumers

Consumer information

If you are supplied by a licensee of this Authority, you may complain to us. It costs nothing, at any stage, and you do not need a lawyer.

First, check who supplies you

If your electricity comes from a distribution company operating under a federal licence, your complaint goes to that company and then to NEPRA, not to this Authority. SEPRA deals with complaints against its own licensees: microgrid licensees, supply licensees and distribution licensees within its domain.

How a complaint is handled

01

Complain to the licensee

Give them the chance to put it right first, and keep a record of what you sent and when.

02

Bring it to SEPRA

In writing, with the licensee’s reply or evidence that they did not answer. No fee.

03

Inquiry and hearing

The licensee is asked to answer. You are heard. Still no fee.

04

Order

In writing with reasons. An order of the Authority executes as a decree of a civil court.

Your rights

A tariff you can check

If you are not a bulk power consumer, your tariff is determined by the Authority after a public hearing, and is published. Nothing may be charged which is not in a published tariff.

Connection without discrimination

A microgrid licensee must connect anyone within its service territory, unless the connection would exceed the limits of the system or is demonstrably not viable.

Metering you can rely on

Meters must comply with the metering code. If you dispute a reading, the Authority may direct a test, and may order the cost be borne by the licensee.

No charge for justice

A consumer complaint carries no fee at any stage of the proceedings. Nor does an objection to an application, or a submission in a consultation.

Occupiers of an estate or building

Where a group company supplies occupiers at its premises under a concurrence, it may not recover from an occupier more than it pays the generator for that occupier’s electricity, and each occupier must be metered individually. If you believe you are being charged more than that, tell us.

Making a complaint

What to include

  • Your name, address and a telephone number
  • The name of the licensee and your consumer or account number
  • What happened, and when
  • What you asked the licensee to do, and what they said
  • Copies of bills, meter readings, letters or messages
  • What you want the Authority to order

Where to send it

By post
The Registrar, SEPRA, Sumya Sky View, 14th Floor, 1401–1404, Karachi
By email
registrar@sepra.gos.pk
By telephone
+92 21 99336226
Fee
None, at any stage