Wrong Meter Reading on Your Electricity Bill? How to Get It Corrected

The short answer

Compare the meter photo printed on your bill with your meter today. If the bill's reading is higher than what the meter shows, take the bill and a dated photo of your meter to your sub-division office (SDO) or customer service centre and ask for a correction. NEPRA's rules give the company 7 days to fix a billing error caused by a wrong reading.

How to read your own meter

1. 1

   Find the kWh reading

   Most homes now have a digital (static) meter whose screen cycles through several values. Wait for the one marked kWh, or the total import register. On an old spinning-disc meter, read the digits left to right and ignore the last red digit.

2. 2

   Subtract last month's reading

   Your bill prints the previous and present readings. Units billed = present reading − previous reading. If your bill shows a multiplying factor (MF) other than 1, multiply the difference by it.

3. 3

   Check the photo and its date

   Meter reading photos are mandatory for every consumer, and the photo on your bill must carry a time stamp and location tag (CSM 6.1.3). A blurred photo, a different meter, or a date far from the reading date are all grounds for complaint.

4. 4

   Watch the SMS

   Companies are asked to send an SMS after taking the reading, with the units recorded and the scheduled and actual reading dates (CSM 6.1.3.2). Register your number with your company to get it.

Which problem do you have?

Wrong or excess reading

The reading on the bill is ahead of your meter. The company must correct errors from wrong readings or wrong calculation within 7 days of your complaint (CSM 10.3.1(a)).

Average (estimated) bill

When the reading could not be taken, a provisional bill can be issued on the lower of the same month last year or the average of the previous eleven months. Once the actual reading is taken, the bill must be corrected with the slab benefit (CSM 6.1.5).

Long billing cycle

If the reading came late and the cycle ran over, units are pro-rated to a 30-day month and the excess carried to the next bill, so you keep your protected or lower-slab status (CSM 6.1.1.1).

Defective meter

A burnt or blank meter must be replaced within two billing cycles. Meanwhile the company may bill on average (same month last year or 11-month average, whichever is higher) for at most two months, and cannot charge you backwards if the meter was fine until the last cycle (CSM 4.3.1).

Meter seems fast

You can ask for an accuracy check (see below).

Getting the bill corrected

1. 1

   Go before the due date

   Take the bill, your CNIC and a dated photo of the meter to your SDO / AM (Operation) or the customer service centre. Billing complaints are registered there and you should be given a date for the fix (CSM 10.3.2).

2. 2

   Ask for a written application receipt

   Write a short application with your reference number, the bill month, the reading on the bill and the reading on your meter. Keep a stamped copy.

3. 3

   Get a corrected bill

   Arithmetical errors can be corrected on the spot by the Revenue Officer or SDO (CSM 10.3.1(j)). A due date can be extended and the late payment surcharge waived for the adjustment (CSM 10.3.1(e)).

4. 4

   Escalate if nothing happens

   If the company misses the deadline or refuses, complain to NEPRA's Consumer Affairs Department or the Provincial Office of Inspection. The company must keep meter photos for 12 months for exactly this purpose (CSM 6.1.3).

If you think the meter itself is fast

1. Apply to the company for a meter check. It issues a challenge fee: Rs 500 for single phase, Rs 1,000 for three phase (CSM 4.3.4(a)).
2. The meter is tested in your presence within seven working days of paying the fee, against a check meter or testing equipment (CSM 4.3.4(b), (c)).
3. If it is fast beyond the permitted limit, it is replaced at the company's cost and you get credit for the excess units for up to two previous billing cycles (CSM 4.3.4(d)).
4. If it is slow, it is replaced at the company's cost and you are charged the shortfall for two previous cycles (CSM 4.3.4(e)).
5. You can instead ask the Electric Inspector / Provincial Office of Inspection to test it. The company must then leave the meter in place until that test, which should happen within one month (CSM 4.3.5).

These rules come from NEPRA's Consumer Service Manual for the ex-WAPDA companies (LESCO, IESCO, FESCO, GEPCO, MEPCO, PESCO, HESCO, SEPCO, QESCO, TESCO, HAZECO). K-Electric works under its own NEPRA-approved manual, which follows the same principles but can differ in fees and details.

Questions