HESCO Complaint Number & Registration: Complete Guide 2026
Quick Answer: To register a HESCO complaint, contact HESCO customer service through their Call Center (117), WhatsApp, email, or visit your nearest office. You’ll receive a complaint number for tracking. The entire process takes minutes, and resolution typically follows within 7-15 days depending on the issue type.
Understanding HESCO Complaint Registration
If you’re a HESCO electricity customer and you’ve experienced an issue—whether it’s overbilling, connection problems, meter faults, or service interruption—knowing how to lodge a formal complaint and track its resolution is essential. A properly registered complaint creates an official record, ensures your issue reaches the right department, and gives you a complaint number for follow-up reference.
Unlike informal verbal complaints, a registered complaint enters HESCO’s formal system, assigns responsibility to specific teams, and activates a predetermined timeline for resolution. This is your protection as a customer and your guarantee that the company takes your concern seriously.
What Is a HESCO Complaint Number?
A HESCO complaint number (also called a complaint reference number or ticket number) is a unique identifier issued when you formally register a complaint with HESCO. This alphanumeric code serves several critical purposes:
- Official Record: Proof that your complaint was received and documented by HESCO on a specific date and time.
- Tracking Tool: Allows you to inquire about the status of your complaint at any time without providing all original details repeatedly.
- Accountability: Links your complaint to a specific handling officer or department, creating responsibility and preventing the complaint from being lost.
- Escalation Proof: If your issue isn’t resolved within the standard timeline, this number supports your escalation request to higher management.
- Documentation for Disputes: If you later dispute billing or need proof of prior complaints for legal or regulatory purposes, this number is your evidence.
You receive your complaint number immediately upon registration—either via SMS, email, or at the counter. Write it down immediately and save it in your phone or email for future reference.
How to Register a HESCO Complaint: Step-by-Step Process
Method 1: HESCO Call Center (117)
The fastest and most direct way to register a complaint:
Step 1: Dial 117 from any phone (works on all networks: Jazz, Zong, Warid, Ufone).
Step 2: Select language — Urdu or English — when prompted by the automated system.
Step 3: Choose the complaint category (overbilling, meter fault, disconnection, new connection issue, etc.).
Step 4: Provide your HESCO reference number when asked. The system will pull up your account details automatically.
Step 5: Describe your issue clearly and concisely. The operator documents everything in their notes.
Step 6: The operator assigns your complaint a number and provides it verbally. Listen carefully and write it down immediately.
Step 7: Request confirmation via SMS or email. The complaint number is also sent to your registered mobile number.
Call Center Availability: 24/7/365. Calls are free from all networks. Average wait time: 2-5 minutes during business hours, slightly longer during peak times (early mornings, late evenings).
Method 2: WhatsApp Complaint Registration
HESCO now accepts complaint registration through WhatsApp for added convenience:
Step 1: Save HESCO WhatsApp number: +92-XXX-XXXXXXX (confirm current number via HESCO website or recent bill).
Step 2: Send a message with your HESCO reference number and complaint description.
Step 3: HESCO WhatsApp support responds within 2-4 hours with your complaint number and estimated resolution time.
Step 4: Keep the WhatsApp conversation thread for documentation. You can refer back to it anytime for your complaint number.
Advantage: WhatsApp creates a written record automatically. No need to search for written notes — the conversation is in your phone.
Method 3: Email Complaint Registration
For detailed complaints or when you need a written record:
Step 1: Open your email and compose a new message to complaints@hesco.com.pk or customersupport@hesco.com.pk.
Step 2: Include your HESCO reference number and full consumer name in the subject line.
Step 3: In the email body, describe your complaint clearly with relevant dates and meter readings (if applicable).
Step 4: Attach supporting documents like photos of meter readings, bills, or evidence of damage.
Step 5: Send and immediately take a screenshot of the sent message showing date and time.
Step 6: HESCO responds within 24 business hours with your complaint number via email.
Best For: Complex complaints requiring detailed explanation or when you have photo/document evidence to attach.
Method 4: In-Person Complaint at HESCO Office
For urgent issues or customers who prefer face-to-face interaction:
Step 1: Locate your nearest HESCO sub-division office using your postal code or city name.
Step 2: Visit during business hours (8:00 AM to 4:00 PM, Monday-Friday; closed on weekends and public holidays).
Step 3: Bring your HESCO reference number, CNIC copy, and any supporting documents (meter photos, bills).
Step 4: Go to the complaints counter and submit your complaint form verbally or in writing.
Step 5: The officer receives your complaint, registers it in the system, and provides a printed receipt with your complaint number.
Step 6: Keep the printed receipt safely. It’s your official proof of complaint registration.
Advantage: You receive immediate acknowledgment and can ask clarifying questions directly. The receipt is tangible proof.
Types of HESCO Complaints and Expected Resolution Time
| Complaint Type | Description | Expected Resolution | Contact Method |
|---|---|---|---|
| Overbilling | Bill amount seems unusually high or charges appear incorrect | 5-7 days | Call 117 or Email |
| Meter Fault | Meter malfunction, suspected tampering, or incorrect reading | 7-10 days | Call 117 or Visit Office |
| Bill Not Received | Physical bill not delivered despite waiting | 3-5 days | Call 117 or WhatsApp |
| Unauthorized Disconnection | Connection cut without notice despite paid bills | 1-2 days (urgent) | Call 117 Immediately |
| Connection Request Delay | New connection application stuck or delayed processing | 10-15 days | Call 117 or Email |
| Service Outage | Frequent power cuts or load shedding schedule issues | 2-5 days | Call 117 |
| Arrears Adjustment | Dispute about outstanding balance or credit applied | 7-10 days | Email or Visit Office |
| Billing Address Update | Need to change registered address for bill delivery | 2-3 days | Call 117 or WhatsApp |
How to Track Your HESCO Complaint Status
Using Your Complaint Number
Once you have your complaint number, tracking is straightforward:
- Call 117 again and provide your complaint number — the system pulls up your complaint status instantly
- Ask the operator for the current status (registered, under investigation, in progress, resolved)
- Request a new timeline if your complaint hasn’t been resolved within the expected timeframe
- Save all responses in writing or request email confirmation
Online Complaint Tracking (If Available)
Some DISCOs, including HESCO, are rolling out online complaint tracking portals. Check the HESCO Bill Online website or HESCO’s official portal for a dedicated complaints section where you might enter your complaint number to see real-time status updates.
WhatsApp Status Updates
If you registered via WhatsApp, HESCO often sends automatic updates on your complaint status directly through WhatsApp. You don’t need to ask—the company proactively informs you of progress.
What to Expect During the Complaint Resolution Process
Initial Investigation (Days 1-3)
HESCO receives your complaint and assigns it to the relevant department. For billing complaints, the billing department is notified. For meter issues, the meter team gets the case. Your complaint is logged with an expected resolution date.
Field Visit / Technical Assessment (Days 4-7)
For meter faults or service interruptions, a technician may visit your premises to inspect equipment, verify readings, or check line conditions. For billing issues, the department reviews your account history and compares current charges with previous patterns. You may receive a call requesting access or additional information.
Review and Verification (Days 7-10)
The investigating officer reviews findings and documents everything. If your complaint is valid, a solution is prepared (meter replacement, bill adjustment, connection restoration). If preliminary findings suggest no fault, you’re informed and given an opportunity to provide additional evidence.
Resolution and Notification (Days 10-15)
The complaint is resolved and you’re notified via the method you chose—phone call, SMS, email, or in-person visit. The complaint is marked “closed” in the system. If satisfied, you can provide feedback. If unsatisfied, you can escalate.
What NOT to Do When Lodging a Complaint
❌ Don’t be vague: “My bill is wrong” is too general. Say: “My June bill shows 250 units, but my meter reading shows 180 units. See attached photo.”
❌ Don’t forget your reference number: Always provide it. Without it, the system cannot pull up your account.
❌ Don’t expect instant resolution: Even urgent complaints take 24-48 hours. Let the process work.
❌ Don’t lodge duplicate complaints: Multiple complaints about the same issue confuse the system and delay resolution.
❌ Don’t miss the follow-up: If you don’t hear back within the stated timeline, proactively call 117 to check status.
❌ Don’t lose your complaint number: Save it immediately. It’s your only proof if you need to escalate.
Escalation: What If Your Complaint Isn’t Resolved?
If your complaint remains unresolved after the expected timeline, escalation is your right:
Step 1: Call 117 with your complaint number and ask for supervisor escalation. Clearly explain why you’re unsatisfied.
Step 2: Request escalation in writing via email to the zone manager or regional director (name available at your local HESCO office).
Step 3: If still unresolved, contact HESCO’s Customer Ombudsman or file a complaint with NEPRA (National Electric Power Regulatory Authority) — they oversee all DISCOs.
Step 4: Document everything: complaint number, dates of registration and follow-ups, officer names, promised timelines — build a file for regulatory complaints.
Key Takeaways
Everything You Need to Know About HESCO Complaints
- Register complaints through Call 117 (24/7), WhatsApp, email, or in-person at your local HESCO office.
- You receive a complaint number immediately — write it down and save it for tracking and reference.
- Different complaint types have different resolution timelines: 2-15 days depending on complexity.
- Track your complaint anytime using your complaint number — you don’t need to re-register.
- Be specific and provide your reference number — vague complaints delay investigation.
- If unresolved within the stated timeline, escalate to supervisors or file with NEPRA.
- Keep all complaint-related communications and receipt/confirmation numbers as proof.
- Meter faults require technical visits, so allow 7-10 days; billing issues typically resolve faster (5-7 days).
Frequently Asked Questions About HESCO Complaints
Related Pages on HESCO Bill Online
Learn More:
• Check Your HESCO Bill — View and download your bill anytime
• Find Your Reference Number — Locate your 14-digit code
• Apply for New Connection — Complete guide to getting electricity supply
• HESCO Blog — Latest updates on tariffs and service issues
• Contact HESCO — All support channels and office locations
Take Action: Your Complaint Deserves Resolution
If you’re experiencing any issue with your HESCO service—billing, meter, disconnection, or connection delays—don’t let it slide. A properly registered complaint with an official complaint number ensures your issue is documented, tracked, and resolved within a defined timeline. HESCO’s complaint system exists to serve you. Use it.
Remember: Your complaint number is your power. Safeguard it, reference it, and use it to hold HESCO accountable for timely resolution. Most issues resolve within 7-15 days when properly registered and followed up on.
Ready to Register Your HESCO Complaint?
Don’t wait. Have your reference number ready and contact HESCO through your preferred channel today.
Call 117 NowAdditional Resources
For more information about HESCO services, visit our HESCO Bill Online homepage, explore our blog for tariff updates, or contact HESCO directly through the listed channels.
