Guide to Filing a Complaint with GEPCO

Dealing with issues related to your electricity supply can be frustrating, but Gujranwala Electric Power Company Limited (GEPCO) provides several avenues for consumers to lodge complaints and seek resolutions. This comprehensive guide will walk you through the process of filing a complaint with GEPCO, ensuring you understand the available channels, the types of complaints you can file, and the steps involved. We’ll also provide tips for effective communication and examples to help you navigate the process smoothly.

Why File a Complaint with GEPCO?

Filing a complaint with GEPCO is essential for several reasons:

• Resolution of Issues: Address and resolve issues related to your electricity supply, billing, meter readings, etc.
• Improvement of Services: Provide feedback that helps GEPCO improve its services.
• Consumer Rights: Exercise your rights as a consumer to fair and accurate service.

Types of Complaints You Can File

Here are some common types of complaints that consumers may need to file with GEPCO:

• Billing Issues: Incorrect charges, high bills, or discrepancies in meter readings.
• Service Interruptions: Frequent power outages, low voltage, or poor service quality.
• Meter Problems: Faulty meters, incorrect meter readings, or meter tampering.
• Connection Issues: Delays in new connections, changes in connection, or disconnections.
• Customer Service: Poor customer service experience or unresolved issues.

How to File a Complaint with GEPCO

1. GEPCO Customer Service Centers

Step-by-Step Guide

1. Locate Your Nearest Customer Service Center: Visit the GEPCO website or contact their helpline to find the nearest customer service center.
2. Prepare Your Information: Gather all relevant information, such as your consumer number, reference number, bill copies, and any other supporting documents.
3. Visit the Center: Go to the customer service center and explain your issue to the representative.
4. Submit Your Complaint: Fill out any necessary forms and submit your complaint along with the supporting documents.
5. Receive Acknowledgment: Request a receipt or acknowledgment of your complaint submission.

2. GEPCO Helpline

Step-by-Step Guide

1. Call the Helpline: Dial the GEPCO helpline number (0800-84338).
2. Provide Your Details: When prompted, provide your consumer number, reference number, and other relevant details.
3. Explain Your Issue: Clearly describe the issue you are facing.
4. Follow Instructions: Follow any instructions provided by the customer service representative.
5. Note Down Complaint Number: Request and note down the complaint number for future reference.

3. Online Complaint Portal

Step-by-Step Guide

1. Visit the GEPCO Website: Go to GEPCO’s Official Website.
2. Navigate to the Complaint Section: Find the section for lodging complaints.
3. Fill Out the Complaint Form: Provide all necessary information, including your consumer number, reference number, contact details, and a detailed description of the issue.
4. Attach Supporting Documents: If possible, attach any relevant documents or evidence.
5. Submit Your Complaint: Review the information and submit your complaint.
6. Receive Confirmation: You will receive a confirmation message or email with your complaint number.

4. Email

Step-by-Step Guide

1. Compose an Email: Open your email client and compose a new email.
2. Address the Email: Send the email to GEPCO’s official complaint email address (complaints@gepco.com.pk).
3. Provide Your Details: Include your consumer number, reference number, contact information, and a detailed description of the issue.
4. Attach Supporting Documents: Attach any relevant documents, such as copies of bills or photos of the meter.
5. Send the Email: Review the information and send the email.
6. Save the Email: Keep a copy of the sent email for your records.

5. Social Media

Step-by-Step Guide

1. Visit Official Social Media Pages: Go to GEPCO’s official social media pages on platforms like Facebook and Twitter.
2. Send a Direct Message: Use the messaging feature to send a detailed message about your complaint.
3. Provide Your Details: Include your consumer number, reference number, and contact details.
4. Explain the Issue: Clearly describe the problem you are facing.
5. Wait for a Response: GEPCO’s social media team will usually respond and guide you through the next steps.

Tips for Effective Complaint Filing

1. Be Clear and Concise: Clearly state your issue, including all relevant details without unnecessary information.
2. Provide Evidence: Attach supporting documents or evidence to substantiate your complaint.
3. Keep Records: Maintain records of all communications, including emails, receipts, and complaint numbers.
4. Follow Up: If you do not receive a response within the expected timeframe, follow up on your complaint.
5. Be Polite and Professional: Maintain a polite and professional tone in all your communications.

Example of a Complaint Email

Subject: Complaint Regarding Incorrect Billing

Email Body:

To: complaints@gepco.com.pk

Dear GEPCO Customer Service,

I am writing to formally lodge a complaint regarding an issue with my electricity bill for the month of May 2024.

Consumer Details:

• Name: Ali Khan
• Consumer Number: 123456789
• Reference Number: 987654321
• Address: House No. 123, Street 45, Gujranwala

Issue Description: I have noticed a significant discrepancy in the billed amount for May 2024. The bill shows an unusually high consumption of 1,200 kWh, which is inconsistent with our average monthly consumption of around 600 kWh. There have been no changes in our usage patterns or additional appliances that would account for such a significant increase.

Supporting Documents:

• Copy of the May 2024 bill
• Copies of bills from the previous three months
• Photographs of the current meter reading

I kindly request a thorough investigation into this matter and an adjustment of the bill if the discrepancy is confirmed. Please let me know if any additional information is required from my side.

Thank you for your attention to this matter. I look forward to a prompt resolution.

Best regards,

Ali Khan
Phone: 0300-1234567
Email: ali.khan@example.com

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Conclusion

Filing a complaint with GEPCO is a straightforward process when you know the right steps to follow. Whether you choose to visit a customer service center, call the helpline, use the online portal, send an email, or reach out via social media, it’s important to provide clear and detailed information to facilitate a swift resolution.

By being proactive and maintaining records of all your communications, you can ensure that your concerns are addressed promptly and effectively. Remember, as a consumer, you have the right to fair and accurate service, and GEPCO is there to help resolve any issues you encounter.

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