Your happiness matters to us. We genuinely value your feedback – both good and bad – because it helps us improve. Our team is always ready to listen and take your complaints seriously, striving to find quick and fair solutions through Customer Complaint Management System (CCMS). You can submit your complaints either verbally or in writing. However, to ensure that your issue is understood and dealt with accurately, we recommend you submit a written complaint. Don’t hesitate to include any documents that could help shed more light on your issue.
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How to file a Customer complaint?
You can connect with us in various ways:
- Call us at our Contact Centre: Dial 118.
- Send us a message: Text to 8118.
- Email us your complaint: Write to us at [email protected].
What happens next?
If you are not happy with the outcome and believe your complaint was not handled as well as it could have been, don’t worry. You can escalate your concerns by reaching out directly to the Head of Quality & Assurance by emailing at [email protected].
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How we handle your complaint:
You can expect an automatic acknowledgement from us within 24 hours of submitting your complaint.
We will conduct a thorough investigation and consult with the appropriate parties to find a solution to your complaint.
Resolution of Customer Complaint:
Our aim is to resolve Customer complaint within 14 days from the day we receive it. If your complaint involves more complicated issues requiring more time to investigate, we will inform you and request an extension. You will be kept in the loop about the status of your complaint at regular intervals.
For lodging a complaint, we’ll need some information:
- A reference number
- Your location
- Category of your complaint (شکایت کی کیٹیگیری)
- Type of complaint (شکایت کی ٹایپ)
- A detailed description of your complaint (شکایت کی تفصیل)
- Any attachments that may help us understand your issue better.
Tracking Your Complaint:
Our Customer Complaint Management System (CCMS) ensures transparency and convenience. Whether your concern is big or small, you can easily track the status of your complaint by using the unique reference number or ticket number provided at the time of submission.
Simply enter this number into our tracking system, and you’ll immediately see the current status of your complaint, its progress, and the estimated resolution time. This way, you stay informed about every step we’re taking to resolve your issue. Our system reflects our commitment to addressing your concerns in an efficient and timely manner.
To track your complaint, you can do so either
- by the reference number or
- by ticket number.
To verify your identity, we might need:
- Your phone number or
- Your reference number
Our aim is to make the customer complaint process as simple, transparent and effective as possible, ensuring you feel heard and your issues are addressed appropriately. Our customers are our priority, and your satisfaction is what motivates us to do better. We appreciate your patience and understanding during the complaint resolution process.