Faulty Meter? Here's How Pakistani DISCOs Handle Replacements

Introduction

Electricity meters are crucial for accurate billing, but when they malfunction, consumers often face overbilling or underbilling issues. In Pakistan, Distribution Companies (DISCOs) are responsible for meter replacements, but the process can be confusing.

This guide explains how to report a faulty meter, track replacement requests, and ensure compliance with NEPRA's timelines. Whether you're dealing with LESCO, IESCO, K-Electric, or another DISCO, this step-by-step guide will help you navigate the process smoothly.

How to Identify a Faulty Meter?

Before reporting, confirm if your meter is actually defective. Common signs include:

• Sudden Spike in Bills – Unusually high consumption without increased usage.
• Meter Not Moving – No change in readings despite using appliances.
• Flickering Display – Digital meters showing errors or blank screens.
• Physical Damage – Broken seals, burn marks, or exposed wiring.

If you notice these issues, proceed with reporting.

Step-by-Step Process to Report a Faulty Meter

1. File a Complaint with Your DISCO

Each DISCO has a dedicated process:

• Online Complaint Portal (Most DISCOs have websites or mobile apps)
• Customer Service Helpline (Call DISCO's helpline)
• In-Person Visit (Submit a written application at the local office)

2. Request a Meter Testing (If Needed)

If DISCO disputes the fault, you can request a meter testing (usually paid, refundable if the meter is faulty).

• Testing Fee: ~PKR 500–1,000 (varies by DISCO)
• Timeframe: Results within 7–14 days

3. Approval & Replacement Process

Once confirmed faulty:

• DISCO schedules a replacement (typically within 30 days as per NEPRA rules).
• A technician visits to install the new meter.
• Ensure you get a new meter number and updated connection details.

NEPRA's Rules on Meter Replacement Timelines

NEPRA (National Electric Power Regulatory Authority) mandates:

• Faulty Meter Replacement: Within 30 days of complaint.
• Free Replacement: If the meter fails due to DISCO's fault.
• Compensation for Delays: Consumers can claim refunds for prolonged delays.

If DISCOs fail to comply, you can escalate to NEPRA's Consumer Service Wing.

How to Track Your Meter Replacement Request?

To avoid delays, track your complaint via:

• SMS Alerts (Some DISCOs provide updates)
• Online Tracking (Check complaint status on DISCO's portal)
• Follow-Up Calls (Call helpline for updates)

What If DISCO Delays the Replacement?

If DISCO doesn't act within 30 days:

1. Escalate to DISCO's Higher Authorities (Superintendent/CEO Office)
2. File a Complaint with NEPRA via:
   • Email: complaint@nepra.org.pk
   • Online: NEPRA Complaint Form
3. Legal Action (As a last resort, consumer courts can intervene)

FAQs on Faulty Meter Replacement in Pakistan