Violation of Instructions
If IESCO Doesn’t Respond, or You’re Unhappy With the Outcome
You’re not stuck. There’s a real escalation path once your original complaint doesn’t get resolved fairly:
- Provincial Office of Inspection (POI) – file here for issues around metering, billing, or tariff collection (under Section 38 of the Electricity Act). If you disagree with the POI’s decision, you can appeal to NEPRA within 30 days of receiving it.
- NEPRA directly – under Section 39, you (or anyone affected, including a provincial government) can file a written complaint against IESCO for violating the Act or any related rule, regulation, or license condition. This is processed under NEPRA’s formal Complaint Handling and Dispute Resolution Rules, 2015.
- Section 35-A complaints – specifically for overbilling, ignored metering/billing instructions, wrongful disconnection, electricity theft, or misuse of supply purpose.
Whatever NEPRA ultimately decides, IESCO is legally bound to comply.
Bottom line: A dead-end complaint at your local office isn’t actually a dead end – POI and NEPRA exist specifically for when local resolution fails.