MEPCO Customer Service — Practical, Expert Guide

Overview of MEPCO’s Customer Service Framework

Multan Electric Power Company (MEPCO) is the primary distribution utility for south Punjab. Its customer service function covers billing, new connections, load management, fault restoration, meter services, and anti-theft enforcement. The utility serves millions of consumers across urban and rural areas, and effective customer service requires coordination between field crews, divisional offices, and centralized support systems.

MEPCO’s customer-facing operations combine in-person service centers, mobile field teams, and online/digital channels. From routine bill inquiries to emergency supply restoration, the service experience depends on documented SLAs, escalation paths, and customer preparedness (meter reading, bill verification, and documentation). This guide focuses on the practical details consumers need to get results efficiently.

Contact Channels and Best Practices for Fast Resolution

Primary contact channels: local divisional customer service centers, centralized call/helpline, online complaint portal, and social media channels. For routine matters (billing questions, payment confirmation) use the online portal or designated e-payment partners; for outages and hazards always report via the helpline and follow up with the local division. When contacting MEPCO, have the account/reference number, meter serial, and a recent bill ready — this reduces handling time by 40–60% in practice.

Expect initial acknowledgment within hours and an on-site response depending on issue severity: typical restoration for single-block outages is 4–24 hours in urban zones and up to 48–72 hours in remote rural feeders. For vegetation-related faults or broken poles, escalation to engineering crews can extend to 3–7 days depending on materials and crew availability. Keep timestamped records of calls and complaint IDs to expedite escalations.

Billing, Payments and Tariff Tips

Bills typically list consumption (kWh), applicable tariff slab, tariff charges, fuel adjustment, taxes, and any surcharges or sundry charges. Domestic consumers should verify kWh consumption month-to-month; unexpected jumps often indicate meter faults, tampering, or billing cycle anomalies. If a meter is suspected faulty, request a meter test and keep proof of request; MEPCO’s regulated rules often allow provisional adjustments pending test outcomes.

Payment options include online banking, authorized franchises, mobile wallets, and in-branch payment. Using electronic payment channels provides instant confirmation and reduces penalties for late payment. If you are disputing a bill, pay the undisputed portion to avoid disconnection while the dispute is being investigated; maintain all receipts and the complaint reference.

New Connections, Upgrades and Disconnections

Applying for a new domestic or commercial connection requires ID (CNIC/SNIC), a site address, property ownership proof or tenancy agreement, and an application form available from MEPCO divisional offices or the online portal. Expect processing times of 7–30 days for standard domestic connections, longer (30–90 days) for high-tension or industrial services due to infrastructure design, load assessment, and transformer allocation.

Fees include application processing, security deposit (refundable), service line charges, and connection materials; deposit amounts vary by load category and prevailing tariffs — check the official MEPCO tariff schedule for current PKR figures. For disconnection-and-reconnection, provide clearance of dues and submit a reconnection request; reconnection time is commonly 24–72 hours after clearance receipt.

Metering, Energy Audit and Theft Prevention

Meter accuracy and integrity are central to fair billing. If consumption seems incorrect, request an official meter test and, if possible, a temporary meter reading verification over several days to establish baseline usage. MEPCO conducts periodic energy audits and anti-theft operations; cooperation (access for meter reading, sealed meter boxes, and unobstructed meter rooms) speeds up investigations and reduces the risk of penal action.

For suspected theft, MEPCO will issue inspection notices and may install locking seals or perform technical inspections that can result in assessed theft charges based on computed losses. If you disagree with findings, request a written report and the legal basis for assessed charges; take photographs and document communications for appeal.

Escalation, Appeals and Consumer Rights

If frontline customer service does not resolve your problem, escalate through the divisional chief engineer, then to the head office customer relations wing. Many utilities publish an escalation matrix with timelines for each step — use the complaint ID for every follow-up. Formal appeals and grievances sometimes require written submissions; keep copies and request written acknowledgments.

Regulatory bodies oversee tariff, service quality and grievance redressal. If internal escalation fails, consumers can approach the provincial electricity regulatory authority or consumer courts. Maintain copies of bills, notices, photographs, and all communication logs; these documents are essential for administrative or legal review.

Practical Checklist and Documents (high-value list)

• Essential documents for any interaction: account/reference number, CNIC, meter serial photo, recent bill, property ownership or tenancy proof.
• For new connections or upgrades: load calculation, site plan, NOC (if applicable), application form; expect processing 7–90 days depending on complexity.
• For disputes: meter test request receipt, previous 3–6 months’ bills, photo/video evidence of meter and wiring, complaint IDs and timestamps.

Escalation Ladder (how to act quickly)

• Step 1 — Report via official helpline/online portal; note complaint ID and time.
• Step 2 — Follow up with local divisional office within SLA window; request ETA and crew details.
• Step 3 — If unresolved, escalate to divisional chief engineer/customer relations with written summary and documents (allow 48–72 hours).
• Step 4 — Use regulatory grievance channels or consumer protection if MEPCO fails to respond within stated timelines; attach full documentation.

Always verify current contact numbers, service charges and official portals on MEPCO’s website (https://www.mepco.com.pk) before making payments or formal submissions. Keeping a methodical record, knowing your account details, and following the escalation matrix are the most effective strategies to get timely resolution from MEPCO customer service.