GEPCO provides structured customer support through formal complaint channels, helplines, and regional offices. These systems are designed to ensure that service issues are recorded, tracked, and resolved under defined procedures rather than through informal contact. As a government-owned electricity distribution company, GEPCO operates within a regulated framework where accountability, documentation, and traceability are essential.
How to Contact GEPCO
Consumers can contact GEPCO through official channels established for customer support and service coordination. These channels are intended to ensure that requests and issues are properly logged and directed to the responsible departments.
Helpline Number
GEPCO maintains an official Helpline Number for customer queries and service-related concerns. Calls made to the helpline are logged into the internal system and forwarded to the relevant unit based on the nature of the issue.
Key points about the helpline:
- It is intended for service issues, not billing explanations.
- Calls are recorded for reference and follow-up.
- Basic consumer details may be required to log the issue.
Walk-In and Written Contact
Consumers may also approach their nearest Regional Office for in-person assistance. Written applications or complaints submitted at these offices are entered into GEPCO’s internal systems for processing.
While walk-in support exists, GEPCO encourages use of centralized systems to ensure faster tracking and accountability.
How to Register a Complaint
GEPCO uses a centralized Complaint Management System to handle all customer complaints. This system ensures that every complaint is documented and assigned for resolution.
Complaint Management System CMS
All complaints, regardless of how they are submitted, are recorded in the CMS. This includes complaints related to:
- Power outages.
- Voltage fluctuations.
- Meter faults.
- Service line issues.
Once a complaint is registered, it becomes part of the official service record.
Information Required for Complaint Registration
To register a complaint, consumers are generally required to provide:
- Reference Number or Consumer ID.
- Contact details.
- Nature of the complaint.
- Location or feeder information if applicable.
Accurate information helps route the complaint correctly and reduces delays.
Power Smart App Complaint System
The Power Smart App provides a digital channel for registering and tracking complaints. It connects directly to the same Complaint Management System used by GEPCO offices.
Filing a Complaint Through the App
Using the app, consumers can:
- Select GEPCO as their distribution company.
- Choose the type of complaint.
- Submit supporting details or images where required.
- Receive a Tracking ID immediately.
The app does not bypass internal procedures. It simply provides an easier way to access the same system.
Advantages of App-Based Complaints
- Instant generation of a Tracking ID.
- Reduced need for physical visits.
- Clear record of submission time and category.
All complaints submitted through the app are treated the same as those registered through helplines or offices.
Tracking and Resolving Complaints
Once a complaint is registered, it enters a defined resolution workflow.
Tracking ID
Every complaint receives a unique Tracking ID. This ID is essential for:
- Checking complaint status.
- Following up with GEPCO.
- Escalating unresolved issues through official channels.
Consumers should retain this ID until the issue is resolved.
Resolution Process
The typical resolution flow includes:
- Assignment to the relevant field or technical team.
- Inspection or verification if required.
- Rectification of the issue.
- Status update in the CMS.
Resolution time depends on the nature of the complaint. Field-related issues are handled by regional teams, while system-level issues may involve centralized departments.
MIS and HCM Role
GEPCO uses internal MIS and HCM systems to manage workforce allocation, task assignment, and performance tracking. These systems support complaint handling by ensuring that staff responsibilities and timelines are monitored.
GEPCO Regional Offices and Circles
GEPCO operates through a network of regional offices and operational circles. These offices are responsible for handling on-ground service issues within their assigned areas.
Role of Regional Offices
Regional offices manage:
- Maintenance of distribution infrastructure.
- Field complaint resolution.
- Coordination with technical teams.
- Consumer interaction at the local level.
Complaints registered through CMS are routed to the appropriate regional office based on location.
Why Regional Structure Matters
Electricity distribution is location-specific. Having regional offices allows GEPCO to respond more effectively to outages, faults, and service disruptions. Consumers may be asked to coordinate with their local office for site access or verification.
About Gujranwala Electric Power Company
Gujranwala Electric Power Company is a government-owned electricity distribution company responsible for supplying power to designated regions in Punjab.
Regulatory Framework
GEPCO operates under:
- NEPRA for regulatory oversight.
- WAPDA for policy alignment and sector governance.
These bodies define performance standards, service obligations, and compliance requirements.
Organizational Structure
GEPCO is managed through a structured hierarchy that includes:
- A Head Office responsible for strategic management.
- Regional and operational units for service delivery.
- Corporate departments handling MIS, HCM, finance, and operations.
The company is led by a CEO who oversees operational performance and regulatory compliance.
Public Service Role
As a public sector utility, GEPCO’s role is service-oriented rather than commercial. Processes are designed to ensure transparency, documentation, and accountability rather than informal resolution.
FAQs
How can I register a GEPCO complaint
Complaints can be registered through the helpline, regional offices, or the Power Smart App. All complaints are logged in the CMS.
Do I get a tracking number for my complaint
Yes. Every complaint receives a Tracking ID that can be used for follow-up.
Can I track my complaint status
Yes. Complaint status can be checked using the Tracking ID through official channels.
Which office handles my complaint
Complaints are routed to the relevant Regional Office based on the service area.
Is GEPCO a private company
No. GEPCO is a government-owned entity regulated by NEPRA and aligned with WAPDA.
Does the CEO handle individual complaints
No. Complaints are handled through operational and regional teams under defined procedures.
Conclusion
GEPCO provides structured mechanisms for consumer support through helplines, digital platforms, and regional offices. All service complaints are recorded in the centralized Complaint Management System, ensuring traceability and accountability. Tools such as the Power Smart App simplify complaint registration while maintaining the same official workflow.
As a government-regulated utility operating under NEPRA and WAPDA oversight, Gujranwala Electric Power Company follows formal processes for issue resolution and consumer engagement. Understanding these channels helps consumers register complaints correctly, track progress using a Tracking ID, and interact with GEPCO through appropriate and effective means.