The NEPRA Consumer Service Manual (CSM) provides a comprehensive framework detailing the rights and responsibilities of electricity consumers and distribution companies (DISCOs) in Pakistan. The manual was updated in 2025, consolidating all previous amendments for clarity and regulatory compliance.
Key Components of the CSM
New Connections
Guidelines cover application procedures, required forms, and timeframes for obtaining electricity connections efficiently.
Metering and Billing
Includes standards for meter installation, accurate readings, and billing cycles. For instance, charging for meter “slowness” is limited to two billing cycles.
Disconnection and Reconnection
Specifies legal procedures for disconnecting electricity due to non-payment or illegal activity, including mandatory notice periods.
Theft and Illegal Abstraction
Outlines detection methods, issuing detection bills, and legal consequences for electricity theft.
Tariff Changes
Policies ensure tariff category updates are completed within 10 days after the applicant meets requirements.
Security Deposits
Rules govern deposit demands, non-transferability, and ownership changes.
Complaint Handling
Introduces One-Window Operations and service centers for efficient grievance resolution. NEPRA also launched the “NEPRA Asaan Approach” app for digital complaint registration and tracking.
Accessing the Manual
-
Official NEPRA CSM 2025: Available on the NEPRA Legislation Portal.
-
K-Electric Manual: Download via K-Electric’s official website.
-
PESCO Manual: Accessible in English on the PESCO website.
-
HESCO Manual: Available in English and Urdu on HESCO’s website.
Conclusion
The NEPRA CSM 2025 ensures transparency, protects consumer rights, and standardizes procedures across Pakistan’s electricity distribution sector, offering efficient, fair, and accessible services to all consumers.
