A power cut that lasts all night, a meter that runs too fast or a bill that never arrives are all problems you can report yourself. An IESCO complaint can be registered by calling 118, sending an SMS to 8118, or writing to the PITC complaint system (CCMS). Each complaint gets a record, so it can be followed up and checked instead of being lost in a queue.
This guide walks you through the whole process for consumers in Islamabad, Rawalpindi, Attock, Jhelum and Chakwal. You will learn which problems to report, what details to keep ready, how online complaint registration and the phone and SMS options work, and how to track progress. It also explains what to do when nothing happens, from your SDO and XEN office up to a NEPRA consumer complaint.
Problems You Can Report Through an IESCO Complaint
Most consumers think of complaints only when the power goes out. In practice, the same channels cover supply, metering and billing issues. Choosing the right type helps the complaint reach the right team faster.
No Supply, Power Outages and Low Voltage
Report it when your house, street or area has no supply, when a fuse or cable has failed, or when voltage stays so low that fans crawl and appliances will not start. Also report fluctuating voltage that makes lights flicker or trips your UPS. Mention whether only your house is affected or the whole street. That one detail tells IESCO whether the fault is at your connection or on the line or transformer.
For danger, such as a fallen live wire or a sparking transformer, keep people away and call 118 straight away.
Faulty Meter and Billing Problems
A faulty meter can show a blank screen, stop counting, run fast, or be burnt or damaged. Billing problems include wrong readings, an unusually high bill, or charges you do not understand. Before you complain about a bill, compare it with your earlier months. Our guide on how to read an IESCO bill explains each charge, so you can point to the exact line you think is wrong.
Bill Not Delivered
If your paper bill did not arrive, you can still view and print it with your reference number using our IESCO bill checker, so you do not miss the due date. To report the delivery problem itself, the Ministry of Energy (Power Division) says a bill non-delivery complaint can be lodged on the CCMS portal at ccms.pitc.com.pk.
What You Need Before Registering a Complaint
A clear complaint with the right details is resolved faster than a vague one. Spend two minutes collecting the following first.
Your 14-Digit Reference Number
The reference number identifies your exact connection. It is printed near the top of your electricity bill. If you have no paper bill, open your latest bill online and copy it from there. Without it, staff may struggle to find your account, especially in areas with many similar addresses.
Contact Details and Supporting Proof
- Mobile number: use a number you will answer, because IESCO’s 118 system calls back to confirm whether the problem was fixed.
- Address or landmark: helpful for supply faults so the line staff can find the spot.
- Proof: for meter and billing complaints, keep photos of the meter display, the disputed bill and any earlier bills.
- CNIC: needed if you later visit your subdivision office.
IESCO has also asked consumers to keep their mobile number, CNIC and owner or tenant status updated with the company. You can do this with IESCO staff or on the official IESCO website, so that its digital complaint services reach you.
IESCO Online Complaint Registration Through CCMS
CCMS is the Customer Complaint Management System run by PITC (Power Information Technology Company) for the electricity distribution companies, including IESCO. The CCMS website lists three ways to lodge a complaint: the 118 contact centre, SMS to 8118, and email to ccms@pitc.com.pk. It advises consumers to submit complaints in writing and allows supporting documents to be attached.
Step-by-Step: Lodging a Written Complaint on CCMS
- Visit the official CCMS website at ccms.pitc.com.pk to confirm the current contact options.
- Write a short email to ccms@pitc.com.pk with “IESCO” and the problem in the subject line, for example “IESCO – bill not delivered – October”.
- In the body, give your name, 14-digit reference number, mobile number and address.
- Describe the problem in two or three clear sentences, with dates.
- Attach your evidence, such as a photo of the meter or a copy of the bill.
- Save the reply and any complaint number you receive.
The CCMS website did not show its online form fields when we checked. If you see a web form on the site, fill in the same details listed above.
Tips for Writing a Complaint That Gets Resolved
- Use one complaint per problem. A billing issue and a voltage issue should be separate.
- Give facts, not feelings. “Meter display blank since 3 November” works better than “meter is useless”.
- State what you want, such as meter testing, bill correction or restoration of supply.
- Keep copies of everything you send.
Registering a Complaint by Phone and SMS
For supply faults, the phone and SMS channels are usually quicker than email, because they go straight into the complaint system.
Calling the IESCO Complaint Number 118
The IESCO complaint number is 118. In its press release of 1 December 2025, IESCO said consumers can register complaints free of cost in seven languages, including English and Urdu, and that registration takes about 30 seconds. To call:
- Dial 118 from your mobile or landline.
- Select your language.
- Give your reference number and describe the problem.
- Write down the complaint number you are given.
For a full list of IESCO contacts, including the head office, see our guide to the IESCO helpline number 118.
Sending a Complaint by SMS to 8118
If the line is busy or you prefer text, send your complaint by SMS to 8118. IESCO lists 8118 next to 118 as an official complaint channel. No fixed message format is published on the sources we checked, so keep it simple: your reference number first, then the problem in one line. Example: “27141XXXXXXXXX no supply in whole street since 9 pm”.
IESCO Complaint Number for Islamabad and Rawalpindi
People often search for a separate complaint number for each city. Here is how it works.
One Complaint Number for Both Cities
The IESCO complaint number for Islamabad and the IESCO complaint number for Rawalpindi are the same: 118. The call goes into one complaint system, which sends your complaint to the office that covers your address. The same applies to Attock, Jhelum and Chakwal.
Local Offices and CEO E-Kutchery
For issues that need paperwork, such as bill correction or meter replacement, visit your subdivision (SDO) office with your bill and CNIC. IESCO also holds CEO e-kutcheries, where consumers raise complaints live on the “CEO-IESCO E-Kachery” Facebook page or by phone. Each session has its own date and phone numbers, announced in IESCO press releases. Check the latest announcement on iesco.com.pk rather than relying on old numbers.
How to Track Your IESCO Complaint
Complaint tracking is where many consumers lose time. Two habits make it easy.
Keep Your Complaint Number Safe
Save the complaint number from your call, SMS or email in your phone. IESCO says consumers can monitor the progress of registered complaints digitally. When you follow up through 118, your SDO office or later with NEPRA, this number is the proof that you already complained and when.
Answer the Robotic Confirmation Call
After field staff mark a complaint as fixed, the office updates its status and the 118 system makes an automated call to your number to confirm. If you say the problem is solved, the complaint closes. If you say it is not, it goes back for action. IESCO has asked consumers not to register the same complaint again and again, and to give correct feedback on this call instead.
Escalating an Unresolved IESCO Complaint
If your problem keeps coming back or nobody acts, move up one level at a time and keep records at every step.
Step 1: SDO and XEN Office
Start with the SDO of your subdivision, taking your bill, CNIC, photos and complaint number. If the SDO cannot resolve it, the next level is the XEN (Executive Engineer), who heads the division your subdivision falls under. Submit a short written application and ask for a receipt. For complaints you lodged through CCMS, its website says you can escalate in writing to the Head, Quality & Assurance at qaccms@pitc.com.pk.
Step 2: NEPRA Consumer Complaint
NEPRA, the power sector regulator, has a Consumer Affairs department with online options to register a complaint and track it on nepra.org.pk. Its online complaint form asks whether you first complained to your distribution company, so go to NEPRA only after trying IESCO. Attach your IESCO complaint number, bills and letters. NEPRA’s Consumer Affairs Division is also listed at its head office, NEPRA Tower, Ataturk Avenue (East), G-5/1, Islamabad, with email cad@nepra.org.pk.
Frequently Asked Questions
What is the IESCO complaint number?
The IESCO complaint number is 118. You can also register a complaint by SMS to 8118. Both are free.
Can I register an IESCO complaint online?
Yes. The PITC CCMS system accepts written complaints by email at ccms@pitc.com.pk, with documents attached. Complaints about undelivered bills can also be lodged through ccms.pitc.com.pk.
How do I check the status of my IESCO complaint?
Keep the complaint number you receive and follow up through 118. IESCO says complaint progress can be monitored digitally. When the work is marked done, the 118 system calls you to confirm the result.
What should I do if my complaint is closed but the problem is not fixed?
Say so on the robotic confirmation call and the complaint will be sent back for action. If it still is not fixed, visit your SDO office, then the XEN office, and finally file a NEPRA consumer complaint.
Is there a separate IESCO complaint number for Rawalpindi?
No. Rawalpindi and Islamabad consumers both use 118. Your complaint is routed to the office that covers your address.
Conclusion
Registering an IESCO complaint takes only a few minutes when your reference number, mobile number and proof are ready. Use 118 or SMS 8118 for supply faults such as no supply or low voltage, and write to CCMS for documented issues like a faulty meter or an undelivered bill. Save your complaint number, answer the robotic call honestly, and escalate step by step through your SDO and XEN office. If IESCO still does not act, NEPRA is the final stop.
