Rights and Responsibilities

MEPCO Customer Rights and Responsibilities

MEPCO customers sometimes feel confused about what they can expect from the company and what MEPCO expects from them. Knowing your basic rights and responsibilities can make it easier to read your bill, raise complaints and avoid unnecessary problems.

This guide gives a simple, non‑legal overview of common rights and responsibilities for a typical MEPCO domestic consumer.
It is not an official document. Actual rules and policies are defined by MEPCO, NEPRA and government regulations, and may change. Always check official sources for final information.

1. Why Customer Rights and Responsibilities Matter

Electricity is an essential service. When both sides understand their role:

  • Customers can use electricity safely, read bills and complain in a proper way.
  • MEPCO can plan and maintain the network more effectively.
  • Many disputes can be avoided or solved more quickly.

Think of this as a two‑way relationship:

  • You have the right to fair, safe and transparent service.
  • You also have the responsibility to pay correctly and use the connection legally and safely.

2. Key Rights of a MEPCO Customer

2.1 Right to Clear and Understandable Billing

You have the right to:

  • Receive a bill that is readable and understandable, with clearly mentioned:
    • Billing period
    • Current and previous meter readings
    • Units consumed
    • Tariff category
    • Taxes, surcharges and other charges
  • Ask MEPCO staff to explain any unclear charges on your bill.

If some line on the bill is confusing (for example, arrears, adjustment, FPA), you can request an explanation through official customer service channels.

2.2 Right to Accurate Metering and Fair Charges

You have the right to:

  • A properly installed meter that records your electricity usage.
  • Correct application of unit rates and slabs according to the tariff category approved for your connection.
  • Request a check or test of the meter if you have reasonable grounds to believe it is faulty.

If a serious mistake is found (for example, proven wrong reading or meter error), you can request correction according to MEPCO’s approved procedures.

2.3 Right to Information

You have the right to receive information about:

  • Applicable tariff category and unit rates for your connection.
  • The procedure for new connections, name change, meter change and load change.
  • How to lodge a complaint and which offices or helplines handle which issues.
  • Official load‑shedding or maintenance schedules, when such information is published.

Information may be available:

  • On the printed bill
  • At local offices
  • Through official MEPCO websites, notices or helplines

2.4 Right to Lodge Complaints and Receive a Response

If you face a problem, you have the right to:

  • Submit a complaint or query through:
    • Official helpline numbers
    • The local customer service or sub‑division office
    • Any formal complaint channels MEPCO provides
  • Receive a complaint number or written acknowledgement, where applicable.
  • Expect a reasonable investigation and response according to MEPCO’s policies and regulatory timelines.

Common complaint areas include:

  • Suspected wrong meter reading or high bill
  • Burnt or stopped meter
  • Issues with supply, such as frequent tripping or voltage problems
  • Billing disputes (arrears, adjustments, late fees, etc.)

2.5 Right to Reasonable Notice Before Disconnection

In many normal situations, a customer has the right to:

  • Receive a clear notice about reasons for disconnection (such as non‑payment), and
  • Be given a reasonable opportunity to pay or resolve the issue according to MEPCO rules,

except in certain serious cases, such as:

  • Proven illegal abstraction of electricity (theft)
  • Dangerous or unsafe installations that create immediate risk

2.6 Right to Safety and Respectful Treatment

You have the right to:

  • Expect that MEPCO and its staff will follow safety rules when working on lines, poles and meters.
  • Be treated politely and respectfully when you visit offices or interact with staff.
  • Have your personal information handled responsibly within the limits of applicable laws and company policies.

Any abusive behaviour or attempts at bribery are against good practice and, where applicable, against the law.

3. Key Responsibilities of a MEPCO Customer

Just as you have rights, you also have responsibilities. Fulfilling these helps avoid problems for you and for other users.

3.1 Responsibility to Pay Bills Correctly and On Time

You are responsible for:

  • Paying your electricity bill in full and on or before the due date, using authorised channels.
  • Checking that the reference / consumer number you enter during payment is correct.
  • Keeping payment receipts, slips or screenshots as proof, at least for several months.

Late or incomplete payment can lead to:

  • Arrears on your next bill
  • Late payment surcharge
  • Possible disconnection according to MEPCO’s disconnection policy

3.2 Responsibility to Provide Accurate Information

You should:

  • Give correct personal and property details when applying for a new connection or any change (name, address, tariff category, etc.).
  • Inform MEPCO if your status changes in a way that affects your tariff category (for example, shifting from domestic to commercial use).
  • Keep your contact phone number up to date so that MEPCO can reach you when needed.

Incorrect or outdated information can cause billing issues or delays in service.

3.3 Responsibility to Allow Access to Meter and Equipment

You are expected to:

  • Allow authorised MEPCO staff safe and reasonable access to the meter and related equipment for:
    • Reading
    • Inspection
    • Maintenance or replacement
  • Keep the area around the meter unblocked and safe.

Blocking access repeatedly may lead to estimated billing or other actions allowed by official rules.

3.4 Responsibility to Use Electricity Safely and Legally

Customers must:

  • Not tamper with the meter or any MEPCO equipment.
  • Not connect illegal wires (kunda) or make unauthorised extensions from the supply.
  • Hire qualified electricians for internal wiring and repairs where needed.
  • Use proper fuses, breakers and protective devices inside the home.

Illegal connections and tampering are serious offences and can result in:

  • Heavy penalties and recovery of charges
  • Disconnection of supply
  • Possible legal action by the authorities

3.5 Responsibility to Report Hazards and Irregularities

For the safety of everyone, you should:

  • Report sparking poles, dangling wires, open distribution boxes or other dangerous conditions to MEPCO through official channels.
  • Inform MEPCO if you notice suspicious tampering or illegal connections in your area.
  • Inform them if your meter is burnt, stopped or damaged.

Timely reporting helps prevent accidents, fires and extended outages.

3.6 Responsibility to Use Electricity Wisely

While not a legal obligation, responsible usage includes:

  • Trying to avoid wasting electricity, especially in peak hours where applicable.
  • Using energy‑efficient appliances where possible.
  • Turning off unnecessary lights and equipment.

Wise use:

  • Reduces your own bill
  • Helps reduce pressure on the power system
  • Supports more stable supply for everyone

4. How to Act If You Feel Your Rights Are Not Respected

If you believe your basic rights as a customer are not being respected:

  1. Stay calm and organised
    • Collect bills, payment proofs and any written communication.
    • Note down dates, times and names of persons you spoke to, if possible.
  2. Use official MEPCO channels first
    • Call the official helpline numbers printed on your bill.
    • Visit your local customer service centre or sub‑division office.
    • Clearly explain the issue and provide copies of relevant documents.
  3. Register a formal complaint
    • Ask for a complaint number or written receipt.
    • Keep this for future reference.
  4. Follow up within reasonable time
    • Check whether your next bill or written response reflects any correction or explanation.
    • If not, return with your complaint number and documents.
  5. Use regulatory or higher‑level forums if necessary
    • In some cases, national or regional regulatory bodies may have consumer complaint mechanisms.
    • Use them only after you have tried to resolve the issue directly with MEPCO, following official procedures.

Always use polite but firm communication. Abuse, threats or misinformation will only make resolution more difficult.

5. Summary – Balancing Rights and Responsibilities

As a MEPCO consumer, you can reasonably expect:

  • Clear billing and access to information
  • Accurate metering and fair charges according to approved tariffs
  • The ability to lodge complaints and receive responses
  • Reasonable notice for most disconnections (except serious violations)
  • Safe and respectful treatment from staff

At the same time, MEPCO expects you to:

  • Pay bills correctly and on time
  • Provide accurate information and keep your details updated
  • Allow safe access to meters and equipment
  • Avoid tampering or illegal connections
  • Report dangers or faults and use electricity responsibly

This page is only an informational guide. Actual rights and duties are described in official MEPCO documents, supply contracts, NEPRA regulations and applicable laws. For final, legally binding information, always refer to MEPCO’s official publications and government notifications.