General
If the consumer sells the premises where the connection is installed, it shall be obligatory upon the new owner to apply to KE for a change of name. Such an application shall be accompanied by written consent of the previous owner regarding transfer of the security deposit in the name of the new owner.You can get your name updated on the bill by providing the following documents:
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- Sales agreement / Sales Deed / Sub Lease / Mutation Letter
- CNIC copy
- Last paid bill
- NOC on Rs. 100 bond paper from applicant
Additional documents for Industries only:
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- Trade licence
- NTN certificate
Additional documents in case of tenant:
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- Tenancy agreement
- CNIC copy of owner
Additional documents for Kachi Abadi:
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- Reference letter of Town Nazim. Copies of documents must be attested by Gazette officer. Original documents should be brought to the IBC at the time of submission of application.
Bills are prepared and dispatched each month on a specific date. However, in case of non-receipt of your bill, you can do the following:
- Click here to generate a duplicate bill
- Email us at bill@ke.com.pk
- Visit your nearest IBC to get a duplicate bill.
- Call 118
The collection of the TV license fee through electricity bills was introduced by the Government of Pakistan through the Finance Act 2005. Pursuant to this, KE has been a collecting agent for the TV License Fee since May 2008.Under this Act, there is a simple procedure already in place for the elimination of the TV License Fee through submission of a self-declaration form at one of KE’s Integrated Business Centres.
KE has devised a strategy based on two key drivers:
- Theft (illegal kunda connections)
- Recovery ratios (bill payment by consumers)
Aggregate Technical and Commercial Losses (ATCL) determines how many hours of load-shed will be planned for each zone.
KE has divided Karachi into four zones:
Currently, 61% of Karachi, including low loss residential areas and industrial zones, is exempted from load-shed (as of Jan 2015). In 2008-2009, only 28% of the city was exempted from load-shed. We can’t continue to provide uninterrupted supply in areas where we don’t get paid for the services we provide.
Most certainly. If consumers in an area support KE in combatting theft and duly pay their bills, then as per KE policy they will be moved to a lower loss zone depending on the losses reduced and hence face a lower duration of load-shed.Analysis of the area Aggregate Technical and Commercial Losses (ATCL) is conducted after every three months, whereby depending upon the losses in the area, the load-shed duration is applied.
KE has also initiated Project Ujala whereby the utility collaborates with communities across Karachi to install ABCs and low-cost meters for those consumers who were previously abstracting power illegally. Community support is proving to be a sustainable way to not only combat theft but also improve the quality of life for the communities and residents concerned.
KE has also launched the low-cost meter drive in various areas of Karachi, whereby consumers who are currently not part of our network are encouraged to convert to low-cost meters without risk of any prosecution for power theft or illegal abstraction.
KE has launched the Smart Grid project, which allows monitoring of electricity remotely and will have a major impact on controlling electricity theft. The project is currently in its pilot phase in North Karachi; we plan on expanding it across Karachi.
KE regularly conducts kunda removal operations in various areas, regular updates of which are made to the consumers via our communication channels (including social media).
KE also conducted crackdowns against defaulters and power thieves with the ‘Name and Shame’ campaign in 2011-2012 and Operation Burq in 2015-2016.
K-Electric has also set up a dedicated channel Speak Up whereby consumers can report theft anonymously by emailing speakup@ke.com.pk .
Community support is vital to reduce theft in an area. While KE has taken various initiatives to control theft, only in areas where the community has joined KE’s efforts has there been a sustainable solution for reducing theft. This in turn benefits the residents of the locality in the form of reduction in load-shed and faults.
GST
Retail tax has been applied as per S.R.O. 608(I)/2014 issued through notification no. CCIR/RTO-II/SO-VI/SRO.608/2014-15/921. GST on retailers will be charged as follows:-
- 5% on taxable amount – if net amount payable is up to Rs. 20,000/=
- 7.5 % if net amount payable is greater than Rs. 20,000/=
Security Deposit
Senior Citizen
Q3. Can elderly or differently abled persons avail bill installment or token bill from 118 helpline?
Q6. Can all commercial, residential and industrial customers avail these services from 118 helpline?
Online Payment
- Cardholder must have sufficient limit of funds the issued Credit/Debit card.
- On the duplicate bill page select “Payment Method”.
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Enter complete cardholder details.
Full Name, Email, Mobile Number, Card number, CVV, Card Expiry Date, input OTP received on the registered mobile number or email. -
Verify & Pay
Verify payment details thoroughly. Click “Confirm and Pay” to complete the transaction.
Please note, KE does not charge any fees or charges over the Gross Amount Payable and any amount that might appear as additional deduction is the VAS charges for processing the transaction.
Billing Queries during COVID-19
All single-phase residential customers with monthly consumption of 300 units or less qualify for instalments till November 2020 for consumption during the months of March, April, and May.
Only the bill for the month in which less than 300 units were used can be converted into instalments. Thus, you are eligible for instalments for your April bill. Since your consumption was higher than 300 units in March, therefore you are not eligible for instalments for March.
The same applies if your usage is above or below 300 units for April and May each.
You can pay your bill in 3 equal monthly instalments in March, April, and May.
You can pay your bill in 3 equal monthly instalments in April, May & June.
However, if you were also eligible for instalments in March, then your April bill payments will start in June and continue in July and August.
You can pay your bill in 3 equal monthly instalments in May, June & July.
However, if you were also eligible for instalments in March and April, then your May bill payments will start in September and continue in October and November.
- If first month’s bill has been paid in full, then one instalment of next month’s bill will be payable out of three. (for example, if the March bill was paid in full in March, then for April, only the first instalment of April will be charged)
- If no payment was made in first eligible month, then customer will pay two instalments of the first month’s bill out of three instalments in next month. For the next month under which customer is eligible, bill will be deferred. (For example, if first instalment for March was not paid on time, then you will pay two instalments out of three in April. April bill will be deferred.)
- If one instalment of March was paid on time, then second instalment of March becomes payable amount out of three and the April bill will be deferred to June, July, and August.
- If a customer qualifies for instalments for all three months, then payments will be spread out as mentioned below:
Bill Cycle Instalment Timeline March March, April, May April June, July, August May September, October, November Instalments will not overlap with one another. But instalments may overlap with monthly bills for months falling outside of the instalment period.
| June | Customers that qualified for April instalments will pay one instalment out of three for April, plus the June bill. |
| July | Customers that qualified for April instalments will pay the second instalment out of three for April, plus the July bill. |
| August | Customers that qualified for April instalments will pay the third and final instalment out of three for April, plus the August bill. |
| This mechanism will apply for customers who qualified for instalments in March (March, April and May) and May (September, October, November). | |
- If the March bill has been paid, customer will pay the full April bill.
- If first instalment for March bill was not paid, the customer shall pay two out of three instalments and the full April bill.
- If the first instalment was paid in March, then the customer shall pay the second instalment plus the full April bill.
- If customer has not paid the March bill, then they shall pay the full bill for March plus first instalment for the April bill.
- If the March bill has been paid, then for April, only first instalment is due.
- Call us: To make a complaint, please call (021)118 to speak to one of our representatives.
- Write to us: You can email us at customer.care@ke.com.pk
- SMS us: You can send complaints via SMS following a one-time registration process. To lodge your complaint, type CHAT [space], [your message] and SMS it to 8119.
- Facebook us: Visit our page at facebook.com/kelectricpk and inbox us your issue.
- Tweet us: Share your concern with us at @KElectricPk
Bill related Queries
- Up to 50 units = Rs. 2.00 per unit
- 1-100 units = Rs. 5.79 per unit
- 101-200 units = Rs. 8.11 per unit
- 201-300 units = Rs. 10.20 per unit
- 301-700 units = Rs. 17.60 per unit
- Above 700 units = Rs. 20.70 per unit
Bills in excess of the monthly bill are called irregular bills. These are charged to consumers for the following reasons:
- A penalty imposed on the account for consuming electricity through illegal means
- For any prior period adjustments
- For the transition period when the tariff is changed from one category to another
Bill Payment Through Daraz
To facilitate customers for paying their electricity bills via the Daraz “dbills” platform, available on the Daraz app.
KE customers can get a 5% or upto PKR 200 (whichever is lower). The discount promotion is valid for two months.
- Customers will sign into the Daraz App
- Click on dbills tab
- Select Electricity & KE under Utility Type & Company
- Enter Account Number
- Tap Check Bill
- Tap Proceed to Pay
- Enter payment method details and complete transaction
Please use Promocode KEDAZ200 at the time of checkout.
There are no additional charges for this service.
- Credit Card / Debit Card
- JazzCash
- EasyPaisa Wallet
- HBL Bank Account
- Internet Banking
- UnionPay
- Phone – 021-111-132-729
- Email – customer.pk@care.daraz.com
- Live Chat – Operating hours Mon to Sun 9AM to 9PM
Bill Payment Through Bykea
To ensure conformity with social distancing guidelines and to continue prioritizing the convenience of its customers, KE has partnered with Bykea to provide an alternate platform through which customers can pay their KE bills from the safety of their homes. The partnership with Bykea is focused on bill payments only.
In addition, customers can also request pickup via WhatsApp on the same number. Customers will receive a request to provide their account number after which customer can share their location. If the location is within Bykea service area, confirmation will be required. (1 to confirm – 9 to cancel).
No, this service is free for all KE customers.
This service can be used by all KE customers for full bill payments. The facility is not available for partial payments or instalments. However, access of the above service maybe limited in outskirts of the city.
This service is for cash payments only.
The collected amount by the rider is capped at PKR 17,000.
After a request is lodged, customers will receive SMS as confirmation. The Bykea rider will call the customer usually 30 minutes before reaching the location for payment collection.
The rider will not come to the location unless acknowledged by the customer.
The customer will receive SMS with Bykea rider details as well as web tracking link detailing rider whereabouts. However, this feature will only be available for smartphone users.
For requests through WhatsApp, customer shall receive WhatsApp message with web tracking link.
Customers will receive a confirmation via SMS that payment has been received or WhatsApp message in case request is raised via WhatsApp.
All payments are logged in on a real-time basis via an in-app wallet. The service can also be used to collect payments after due date, with the respective late payment surcharge added.
KE has ensured the availability of alternate payment portals including mobile banking, Easy Paisa, Jazz Cash or ATMs. A complete list of e-payment solutions is available on the KE website.
Pick-up of all payments is the sole responsibility of Bykea as the service provider. All partner riders of Bykea are licensed, tracked via GPS and the entire trip is insured. No risk and liabilities will be attributed to KE in this regard.
No, instances where customers call KE call center (118), CSR will advise the customers to call on mentioned number 0308-0123456.
All payments made to Bykea riders are done on real-time basis through in-app wallet. All rides and payments are insured, and customers shall also receive payment confirmation SMS instantaneously once payment is made. In case of any dispute, customers can directly call at Bykea helpline.
For any query / complaint, consumers can directly call Bykea Helpline.
FCA and Quarterly Adjustments
The Consumer-end tariff is different from the Utility tariff or determined tariff which is not applicable to the consumers.
The Government of Pakistan (GoP) maintains a uniform electricity tariff across the whole country, thus the increase to the consumers if any, is expected to be only to the extent of maintaining the same rate for electricity across the country. The majority of the increase is expected to be settled at government level in the form of subsidy for the people of Karachi.
The amount applicable to consumers and its effective date would be notified by the Ministry of Energy (Power Division). Hence, at the moment there is no impact on consumers of the decision dated December 31, 2019.
These costs factors are being accounted for in the rest of the country and the electricity tariff is accordingly adjusted on a quarterly basis. Over time, this has resulted in a higher price of electricity in other cities.
Unfortunately, these cost hikes, which were being incurred by KE, could not be adjusted in KE’s service area due to unforeseen delays in the determination and notification of the Multi Year Tariff from July 2016 onwards. Following KE’s tariff notification by the Ministry of Energy (Power Division) in May 2019, these costs have now been adjusted in the tariff in line with the approved process.
For the benefit of end-consumers and to reduce their cost per unit of electricity, the Government of Pakistan subsidizes some portion of the tariff for customers. This is as per the Government of Pakistan’s National Power Policy 2013 as well as the country’s socio-economic policy objectives.
This tariff subsidy is also provided to customers of other DISCOs as well.
Fuel Cost Adjustment (FCA) was notified by NEPRA via SRO 1621 (I)/2019 on December 27, 2019 and will be applicable to consumer electricity bills from January 2020 onwards in accordance with the NEPRA determined mechanism. The FCA is an approved adjustment allowed to electricity utilities on account of monthly variation in fuel prices, generation mix and volume and is passed through to customers in their monthly bills.
While the FCA was not being applied to KE consumers, it was however being adjusted in the electricity bills of all other customers across the country.
e.g.
In order to account for these variations, Fuel Cost Adjustments (FCA) is the approved mechanism allowed by NEPRA to power utilities to ensure recovery of legitimate fuel cost increases.
These adjustments have been occurring on a monthly/quarterly/yearly basis across Pakistan. The only difference is that while they have been regularly adjusted in other cities, these adjustments have been delayed in KE’s service area due to delays in tariff finalization.
- Fuel Cost increases are not applicable to lifeline consumers.
- Fuel Cost reductions are not applied to lifeline consumers, residential consumers having consumption up to 300 units and agriculture consumers
In case of further questions about our tariff, you may also refer to https://www.ke.com.pk/customer-services/tariff-structure. At any time feel free to email us at tariff.helpdesk@ke.com.pk
- Investments in a 700 MW coal-fired power plant; in a 900 MW RLNG plant and in a Waste to Energy plant.
- Addition of efficient generation capacity, as a result of which, generation fleet efficiency improved from 30% to 37% (FY09 vs. FY19)
- Inclusion of energy from renewable sources: 150 MW from wind and 100 MW from Solar energy.
- Reduction in T&D losses by 16.8% since 2009.
- Conversion of more than 8,000 PMTs to Aerial Bundled Cable (ABC) to reduce theft and losses
- Transmission capacity increased by 42% and distribution capacity by 64% between 2009 – 2019.
Tariff Queries
Further, electricity tariff for K-Electric consumers has been revised upward by Ministry of Energy (Power Division) through SRO 575(I)/2019 dated May 22, 2019 and will be applicable from the next billing cycle. Please note that no increase has been made in the rates for residential consumers having consumption up to 300 units.
A) Time of Use Billing:
All Consumers having sanctioned load of 5 kW or above are eligible for Time of Use (ToU) billing and will be billed on consumption during peak hours and off-peak hours as mentioned below.
*To be duly adjusted in case of day light saving
B) Bank Charges and Meter Rent:
Bank charges and meter rent will no longer be charged to customers.
C) A3 Tariff:
A new A-3 General Services Tariff category has been introduced. To find out which categories of customers this Tariff shall be applicable please visit HERE
D) Lifeline Consumer:
The criteria for ‘Lifeline Consumers’ has been revised and is applicable only to residential consumers, having a single phase meter with Sanctioned Load up to 1kW and the floating average of last six months’ consumption not exceeding 50 units at any point in time even if the consumer’s consumption for that current billing month is less than 50 units.
E) B1 & B2 Tariff:
The criteria for B1 Tariff has been revised to include all Industrial consumers having sanctioned load of up to 25 kW. Whereas B2 Tariff will now be applicable on Industrial Consumers having sanctioned load between 25 kW to 500 kW.
F) Industrial Support Package:
Rs. 3 per unit relief provided to industries under the Industrial Support Package has now been merged into consumer-end tariff and this adjustment will no longer be shown separately in electricity bills.
With effect from next billing cycle, lifeline customers as per NEPRA Approved Terms & Conditions for Tariff are defined as all those customers, having a single-phase connection, being billed on residential (A1-R) tariff with a Sanctioned Load of up to 1 kW and having a 6-month average unit consumption of less than or equal to 50 units.
- Approved religious and charitable institutions
- Government and Semi-Government offices and Institutions
- Government Hospitals and Dispensaries
- Educational Institutions
- Water Supply scheme including water pumps and tube wells operating on three phase 400 volts other than those meant for irrigation or reclamation of Agriculture land
- Embassies and Consulate Generals
Reconnection / Disconnection
When a consumer defaults in payment of his electricity bills for two months, he becomes eligible for disconnection. The KE team disconnects the consumer’s line tlll payment of the bill; the reconnection charges are included in the subsequent bill.
- Default
- Illegal utilisation of excess load
- Theft
- Using the electric connection for a purpose other than for which it was sanctioned
- RC Charges Rs. 100 on Arrears up to Rs. 1,000
- RC Charges Rs. 300 on Arrears up to Rs 1,001-5,000 Rupees
- RC Charges Rs. 900 on Arrears up to Rs. 5,001-15,000 Rupees
- RC Charges Rs. 2,000 on Arrears up to Rs. 15,001 – 100,000
- RC Charges Rs. 2,500 on Arrears up to Rs. 100,000 – 500,000
- RC Charges Rs. 10,000. on Arrears more than Rs. 500,000
Assessed Billing
There are different scenarios under which the consumer can be charged estimated billing, including:
- Consumption of electricity while the line is disconnected
- Faulty meter
- Theft of electricity
New Connection
You can also email newconnection@ke.com.pk
Net Metering
Chota Karobar-o- Sannat Imdadi Package (PM Relief for SMEs)
Through this PM Relief Package for SMEs, the Government has decided to provide subsidy in the form of prepaid electricity to eligible commercial and industrial consumers. Maximum relief will be as follows:
- Commercial consumers: PKR 100,000
- Industrial consumers: PKR 450,000
Commercial consumers (i) whose current sanctioned load is upto 5 kW, and (ii) was connected and have consumption available for the period prior to March 01, 2020.
Industrial consumer (i) whose current sanctioned load is upto 70 kW, and (ii) was connected and have consumption available for the period prior to March 01, 2020.
Calculations will be based on the following:
- Amount to be provided as pre-paid electricity bill = 3 x bills of the base period (where the base period is May to July 2019)
In case where consumption for 3 months / base period is not available, an appropriate average mechanism will be applied
Eligible Consumer connected within the base period (May to July 2019)
- Where consumption for full 3 months of the base period is not available, then (i) billing for the number of months available within the base period will be taken, and (ii) the remaining period (for full relief of 3 months) will be considered based on the data available for the months following immediately after the base period
- As an example, if a consumer eligible for this relief was added in July 2019 (i.e. consumption for one month out of the base period of May to July, 2019 is available), then the total relief to be given to such eligible consumer will be calculated as follows:
- Amount to be credited as pre-paid electricity bill = Bill of July 2019 + August 2019 + September 2019
- Similarly, in case where the consumer eligible for this relief was added in June 2019 (i.e. consumption for two months out of the base period of May to July, 2019 is available), then the total relief to be given to such eligible consumer will be calculated as follows:
- Amount to be credited as pre-paid electricity bill = Bill of June 2019 + July 2019 + August 2019
Eligible Consumer connected after the base period (post July 2019)
- If an eligible consumer was added post July 2019 (i.e. after the base period of May to July, 2019), then the relief will be calculated based on three months available from the month in which the consumer was added
- As an example, if a consumer eligible for this relief was added in October 2019, then the total relief to be given to such eligible consumer will be calculated as follows:
- Amount to be credited as pre-paid electricity bill = Bill of October 2019 + November 2019 + December 2019
- Where consumption for three months is not available for such an eligible consumer (as of March 01, 2020), then consumption for one or two months, as the case maybe, will be used to prorate the same to three months
- As an example, if data for a consumer eligible for this relief is available for the months of January & February 2020, then the total relief to be given to such eligible consumer will be calculated as follows:
- Amount to be credited as pre-paid electricity bill = [(Bill of January 2020 + February 2020)/2] x 3
Average bill for the period after change in tariff will be considered
- In case where three months data is not available: on pro-rated basis
- Consumption for three or more months after the base period is available: based on three months available immediately after the base period (e.g. if consumer tariff category was changed from residential to commercial in August 2019, then the relief for such eligible consumer will be calculated based on bills of August 2019 + September 2019 + October 2019)