Customer Queries

 

FSA stands for Fuel Surcharge Adjustment. It is the adjustment (positive / negative) given to the customer on units consumed due to variation in fuel prices as determined by NEPRA.

It is advantageous to inform K-Electric if premises are closed so that the organisation is aware of the reason for the fall in consumption.

An application is required to be submitted at the respective IBC for obtaining Dues Clearance Certificate (where there are no outstanding dues against the premises).

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:

    1. Sales agreement / Sales Deed / Sub Lease / Mutation Letter
    2. CNIC copy
    3. Last paid bill
    4. NOC on Rs. 100 bond paper from applicant

Additional documents for Industries only:

    1. Trade licence
    2. NTN certificate

Additional documents in case of tenant:

    1. Tenancy agreement
    2. CNIC copy of owner

Additional documents for Kachi Abadi:

    1. 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.

Instalments are allowed, as per company policy, to facilitate payments from consumers who are either defaulters or have outstanding amounts in arrears.

The MDI is the Maximum Demand Indicator. Maximum demand, where applicable, means the maximum demand obtained in any month measured over successive periods, each of 30 minutes duration.

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

Please refer to our Bill Payment Options page on our website for a list of convenient payment options.

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.

Late Payment Surcharge (LPS) is equal to 10% of the amount billed, excluding government tax(es) and duty(ies).

Please refer to our E-Billing Registration page and register for the e-billing service.

KE has devised a strategy based on two key drivers:

  1. Theft (illegal kunda connections)
  2. 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.

K-Electric is deploying Aerial Bundled Cables (ABCs) across Karachi in an effort to combat theft and provide safer and more reliable power across Karachi. These cables are insulated and therefore also prevent the illegal consumption of electricity.

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.

Load -shed schedule can be viewed from the link below.
https://www.ke.com.pk/load-shed-schedule/

To find the name of your respective feeder, download our KE Live mobile app, or call 118 or inquire through KE Social Media (facebook and twitter). Please note only the list of feeders that will face load shedding are mentioned here.

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/=

17% GST is charged on the total bill amount of commercial and residential tariffs.

The load in kilowatts sanctioned by KE.

A solar PV (Photovoltaic) system absorbs the sun’s irradiation and converts it into electricity. Solar panels are made of highly conductive materials. When the sun rays hit the solar panels, it generates DC (direct current) power. The DC energy passes through an inverter to become the AC (alternating current) power which becomes electricity that lights up the connected load.

Solar cells in the modules mounted on your roof convert sunlight directly into DC power. A component called an inverter converts this DC power into AC power that can be used in your home. The system is interconnected with your utility connection. During the day, if your solar system produces more electricity than your home is using, your utility connection may allow net metering or the crediting of your utility account for the excess power generated being returned to the grid. Your utility would provide power as usual at night and during the day when your electricity demand exceeds that produced by your solar system.

There are three different types of solar PV systems.

  1. Grid connected solar PV system: the on grid solar system is tied to your local utility’s grid. This is the most common system that is used in residential settings. The residence will be covered if there is requirement for more energy than that produced by the solar PV system as it will be able to take it from the grid. In case of surplus energy, the excess energy can be sold to the grid as per the National Electric Power Regulatory Authority (Alternative & Renewable Energy) Distributed Generation and Net Metering Regulations, 2015.. An on-grid system will use the energy produced from the solar panels during the day and will switch to the grid electricity during the night.
  2. Off – grid solar system: An off grid solar system means that you are not connected in any way to the grid. To achieve this however, there is a need to purchase back up battery systems, which can be expensive, bulky and are not very environment friendly. The battery systems will be charged during the day from the energy produced by the panels and will be used during nighttime.
  3. Hybrid solar system: A hybrid solar system refers to a combination of solar and energy storage while also being connected to the grid.

No, the current product offering does not include a backup solution. However, it will be announced in future if customized solution including backup is offered. As per current on-grid system mechanism, in case of power outage, the solar system will be shut down.

No, the system will be working under net metering regime where you can net off your energy costs annually, but it will not provide complete reliance on Solar. To be totally independent of the utility, a system which also includes a backup solution usually provided in the form of batteries is required. Currently, these are very expensive and bulky.

When you install a solar PV system on your premises, you can save money on your electricity bills and protect yourself against rising electricity rates in the future.

The installed solar PV system does not produce any greenhouse gas in generating electricity. This makes solar PV system one of the cleanest sources of power generation.

The cost of maintaining the solar PV system will vary as per the environmental conditions and will be evaluated at the time of installation. As a rough benchmark, the consumer may assume Rs 0.5/kWh generated from the solar PV system e.g. if the solar system is generating about 1500 units, then the monthly cleaning cost would be around Rs 750 for the month.

The solar PV system can be cleaned using clean water and a non-abrasive sponge. Non-chemical based shampoo can be used once a month. The panels require a periodic light cleaning to make sure dirt, leaves and other debris are not obstructing the sun’s rays.

To get the optimal output from your solar PV system it is advised to clean your solar panels at least once every week.

Yes, though the system will produce less electricity. Under a light overcast sky, panels might produce about half as much as under full sun. The solar PV system doesn’t need sunshine, per se, to generate electricity as much as they need direct unobstructed access to the sun’s UV rays.

K-solar is wholly owned subsidiary of K-Electric Limited (KE
) which comes with a 100+ years of experience in the power sector. K-Solar has developed partnerships with leading suppliers of solar equipment which allows it to offer the best in class solutions to its customers. K-solar will also be offering its customers the option of a Smart Solar & Energy Monitoring system.

At K-Solar, the idea is to provide the customers with a one window solution for all their solar needs by providing, robust, quick and quality installations. K-Solar will be building on KE’s customer centric approach and providing round the clock services to its customers. K-Solar will also be building on the strong financial grounds of KE.

Items Warranties
Solar modules 10 Years (Replacement)/ 25 Years (Performance)
Solar Invertor 10 Years (Replacement)
Solar Structure 10 Years (Maintenance)
Workmanship(Miscellaneous plant equipment) 2 years

K-Solar partners with the state-of-the-art top-tier solar panel and inverter suppliers to provide cutting edge technology to its customers.

Solar Panels Make: Longi (China) [Tier-1 equipment]

Solar Inverters Make: Sungrow (China) [Global leader in inverters]

The solar energy generation will depend on the size of your system, solar irradiance in your location and various environmental variables that influence the efficiency of solar PV system.

Please refer to K-Solar calculator for specific details.

For a thumb rule: 10kW On grid system will produce around 1500Units on monthly basis

Space requirements will differ from roof to roof depending on obstructions and shading due to adjacent buildings or trees etc. The definitive space requirement can only be provided after a physical survey of roof.

To keep roof area usable, elevated/semi-elevated solar mounting structure could be chosen, which costs 10-15% more than standard roof mount structure.

You can either sale your system to the new owner or you can shift the complete solar PV system to the new place under minimal amount. However, you have to reapply for net metering at your new premises

Yes, you can install the system at rented property and you can also shift the solar PV system any time to any other premise. However, your net-metering application will have to be signed by the owner of the house as per NEPRA regulations

The on grid solar system is tied to your local utility’s grid. This is the most common system that is used in residential settings. In the case of load shedding, maintenance, and grid faults, their system will not be protecting the customer from power outages. Customers looking to protect themselves against these should consider a battery backed system. However, these systems are currently very expensive (1.5X of the price of a system without a battery) and require battery replacement every 5 years which make them unfeasible from a financial perspective.

To install a solar system, the customer needs to have the title of the property. The owner of the rented property can install the solar system on behalf of the tenant especially in processing net metering cases

The customer can avail State Bank of Pakistan’s renewable finance scheme which is available to customers installing solar PV systems of up to 1 MW. This financing is being offered by various commercial banks at 6% and requires an upfront payment of minimum 20% from the customers. The bank will review the application process and approve the financing if all conditions are met. More details can be found at the SBP website.

This is applicable across Pakistan based on the provisions of Section 235 of the Income Tax Ordinance, 2001 relating to collection of Advance Income Tax from industrial, commercial, and domestic consumers on electricity consumption. Following are the applicable rates:

Residential Customers:
S.No Gross amount of billed Active Tax Payer Inactive Tax Payer
1 if the amount of monthly bill is less than Rs 25,000/ 0% 0%
2 if the amount of monthly bill is Rs,25,000/- or more 0% 7.5%
Industrial & Commercial Customers:
S.No Gross amount of billed Tax rate
1 Upto Rs. 500 Rs. 0
2 exceeds Rs. 500 but does not exceed Rs. 20,000 10% of the amount (between 500 and 20,000)
3 exceeds Rs.20,000 Rs. 1,950 plus 12% of the amount exceeding Rs. 20,000 for commercial consumers

Rs. 1,950 plus 5% of the amount exceeding Rs. 20,000 for industrial consumers

A person who not only duly files his income tax returns but whose name also appears on the Active Taxpayers List issued/updated by Federal Board of Revenue (FBR) from time to time.

If you are an Active Tax Payer, and your KE account name and address is the same as the name and address on your CNIC, please immediately share your copy of CNIC with us through either of the below customer touchpoints to update your information to ensure that you are not charged an Advance Income Tax on your electricity consumption bill (domestic):

  • Update your scanned CNIC copy HERE
  • Visit a KE Customer Care Centre with a copy of your valid CNIC and your KE Account Number.

If you are the property owner but your KE account details for electricity connection at the said property do not match with your CNIC name and address, then you will need to apply for a Change of Name. Visit your nearest IBC and submit the duly filled form along with the registered sale deed (ownership proof), attested copy of your CNIC, NOC from previous owner, a copy of your last paid bill (evidencing that no arrears are pending) and Undertaking at any KE Customer Care Centre. You may also apply for a Change of Name online via:

The Change of Name process may take up to twenty (20) working days. You will receive a confirmation of completion via SMS. We will update your user account details on receipt of your complete request.

If you live in rented premises and your current or permanent residential address on the CNIC matches the billing address mentioned on the KE Bill, then upload the scanned copy of your CNIC HERE along with your KE customer account details to update the User details (name and CNIC) on KE bill.

If you are an owner but the property documents are not in your name or the property is in the name of another family member, KE can update the User section of the of the electricity bill with your name and CNIC details only if your KE billing address matches the address mentioned on your CNIC. Please upload a scanned copy of your CNIC HERE along with your KE customer account details.

In case you have been charged Advanced Income Tax on your electricity consumption, under Section 235 of the Income Tax Ordinance 2001, then you may be able to claim adjustment/refund from FBR through filing of income tax return.

In case you feel that the Advance Income Tax has been charged erroneously on your electricity bill (for domestic consumers) despite updated CNIC details and inclusion in the FBR’s Active Taxpayer List, please immediately visit your closest Customer Care Centre for correction of the bill. Alternatively you may write to us at tariff.helpdesk@ke.com.pk . We will aim to rectify any mistake within 10 working days.

The charging of 7.5% Advanced Income tax on electricity consumption is duly mentioned as a separate line item in your electricity bill. Please see the image below as an example:

The temporary or permanent address on your CNIC must match the address mentioned on your KE bill for your user account details to be updated and for you to be eligible for the advanced income tax exemption.

You can conveniently update the temporary address on your CNIC in the NADRA system via a simple process requiring nothing more than giving the temporary address as the card delivery point. This can be done both online or via a visit to a NADRA service centre.

No, KE does not require your tenancy agreement; your Computerised National Identity Card (CNIC) will suffice as long as the temporary or permanent address on the card matches the KE billing address. Incase your CNIC address does not match KE records then click HERE.

KE accesses the Active Taxpayer List (ATL) from the FBR website and uses the FBR data to validate the filing status of its customers.

The Advanced Income Tax will only be charged on Electricity Consumption. Thus it is not applicable on Irregular Bills. However it will be applicable on any instalments.

If your KE billing address matches the address mentioned on your CNIC, all you need to do is upload a scanned copy of your CNIC HERE or visit your nearest Customer Care Centre.

Places of worship will not be charged Advanced Income Tax under the current directive.

The 7.5% Advanced Income Tax applied by the Government of Pakistan will be charged only if the Current Electricity Bill of an individual meter is PKR 25,000 or above. Thus if you have two metres and neither individually approaches this threshold, then the Advanced Tax will not be applicable on you. Similarly if you have more than one metre and both individually have a monthly bill of PKR 25,000 or more then Advanced Income Tax will be charged on both accounts.

In this case, you can easily update your KE Account details by appling for a Change of Name process. Click HERE to learn more about how you can do this and what documents are required.

Per the Government of Pakistan direction, the Advanced Income Tax is applicable on all customers whose monthly electricity bill is PKR 25,000 or above. This amount may be however claimed from the FBR during an Annual Tax Filing process. To learn more, please visit the FBR website or email: helpline@fbr.gov.pk/ www.fbr.gov.pk

Both the tenant or the owner can singly or jointly update their CNIC’s against the KE account. In the former, the User details will be updated, while in the latter case, the ownership details will be updated. In both cases the 7.5% Advanced Income Tax may be exempted.

We have written to the FBR for clarity on this matter and will update this space with their response.

Customers whose details have been updated in the KE system shall receive an auto-generated SMS confirming the update. In addition their CNIC shall be printed on the next bill that they receive.

Yes. If the resident is a tax-filer and the permanent or temporary addresses on his CNIC match the address printed on the KE electricity bill.

Easily get this via a visit to your nearest IBC or download it from the convenience of your home via KE WhatsApp or KE Live App. Alternately call 118 and request for your Advance Tax Certificate.

In cases where KE does not supply customers directly, please directly contact your respective society’s helpdesk or administration for more clarity.

Yes you can update your details as a Tenant in another premises and have them removed from your current premises when you move out.

While customers whose monthly electricity bills are less than PKR 25,000 are exempted under the Advanced Income Tax directive, we do encourage all customers to update their details in the KE records and ensure they are validated on a regular basis. This will not only enable us to serve you better by having your valid credentials on hand with us, it will also enable you to avail Advanced Income Tax exemption in case of any unexpected increase in future consumption at your end.

As a tenant, on order to be eligible for Advanced Income Tax exemption, the Permanent and/or Temporary address on your CNIC must match the addresses mentioned on the KE Bills that you pay. At present your NADRA CNIC is limited to only one temporary address option, thus you can only be eligible for Advanced Income Tax exemption against a single premises.

Home owners can register their CNIC details against more than one properties as long as all of them are in the same name as printed on the CNIC. If they are currently not in your name, you can easily update your ownership details in our records by applying for a Change of Name process. Learn more about the process HERE.

The Federal Government has recently announced the Tax Law (Third Amendment) Ordinance, 2021 (Ordinance) which is applicable across Pakistan effective 15th September 2021, through which certain changes have been made in the tax laws which are immediately effective.

Changes in Section 235 vide Tax Law (Third Amendment) Ordinance, 2021
A new sub-section 1A has been added in Section 235 of the Ordinance whereby, in addition to tax collectable from domestic consumers not appearing in Active Taxpayers List (ATL), additional Advance Tax at the rates ranging from 5% to 35% is required to be collected on all bills from professionals operating from residential premises having domestic electric connections.

Through the Tax Law (Third Amendment) Ordinance, 2021, changes are made in Section 235 of the Income Tax Ordinance 2001 regarding collection of Advance Income Tax through electricity consumption bills. As per amended section, in addition to Advance Income Tax collectible from domestic consumers, additional Advance Income Tax has been imposed on professionals having domestic connections but not appearing on Active Taxpayers List notified by FBR as per details below:

S.No GROSS AMOUNT OF BILL RATE OF ADDITIONAL ADVANCE TAX
1 Where the bill does not exceed Rs.10,000 5%
2 Where the bill exceeds Rs.10,000 but does not exceed Rs.20,000 10%
3 Where the bill exceeds Rs.20,000 but does not exceed Rs.30,000 15%
4 Where the bill exceeds Rs.30,000 but does not exceed Rs.40,000 20%
5 Where the bill exceeds Rs.40,000 but does not exceed Rs.50,000 25%
6 Where the bill exceeds Rs.50,000 but does not exceed Rs.75,000 30%
7 Where the bill exceeds Rs.75,000 35%

Professionals as per the above section include:

  • Accountants
  • Lawyers
  • Doctors
  • Dentists
  • Health Professionals
  • Engineers
  • Architects
  • IT Professionals
  • Tutors
  • Trainers
  • Other persons engaged in provision of services

The Advance Tax as per the table above shall be in addition to the tax collectable from domestic consumers at the rate of 7.5% where the gross amount of bills is Rs. 25,000/- or above for the consumer whose name does not appear on the Active Taxpayer List of FBR. For more information regarding this please refer to Q No. 3 of Advance Income Tax for Non-Filers or CLICK HERE.

These changes are applicable with effect from 15 September 2021.

Yes. This Advance Tax is in addition to the tax collectable from domestic consumers at the rate of 7.5% where the gross amount of bills is Rs. 25,000/- or above. This additional Advance Tax will be collected from professionals who do not appear on Active Taxpayers List on FBR.

If you appear on FBR’s Active Taxpayers List and are providing professional services through domestic connection, then kindly update your name and CNIC on K-Electric bill to be excluded from charging of Advance Tax under Section 235 of the Income Tax Ordinance, 2001.

Please refer to our Q No. 3 of Advance Income Tax for Non-Filers to know more about updating of CNIC or CLICK HERE.

If you are operating as a professional with a domestic electric connection, you are required to change your tariff from domestic to commercial. Any commercial activity on residential premises with domestic connection is violation of the tariff according to NEPRA’s CSM. Please see the image below for the extract of NEPRA CSM

  • ke

No. This additional Advance Income Tax is not applicable on consumers who appear on FBR’s Active Taxpayers List.

We want to stay connected with our customers and make it easy for you to reach as whenever you need as conveniently as possible. Therefore, we offer a variety of conventional service platforms (Physical Customer Care Centres, contactless 118 Helpline and 8119 SMS) and 24/7 Digital touchpoints including Facebook, Twitter, KE Live and now WhatsApp.

Since a large proportion of our customers actively use WhatsApp for their regular communication, this platform was a natural extension for KE’s Customer Care Services as it is not only rapidly growing but is also familiar and comfortable for our users.

Accessing KE’s Customer Care Services through WhatsApp is as simple as:

Scanning this QR Code

OR

Saving 0348-0000118 to your contact list and WhatsApping us a “Hi”

KE is offering the convenience of connecting via WhatsApp free-of-charge. However your mobile service provider may apply standard internet charges.

If your contact details are registered with your KE account, then your account is already linked with KE’s WhatsApp solution. We will automatically display your registered account numbers for your next actions.

In case your KE account details are not registered against your phone number, you will be prompted for your KE account number.

Now you can avail most of your commonly required services easily through WhatsApp.

  • Get your Duplicate Bill and get information regarding bill payment options.
  • Learn about your current Power Status and raise a complaint if needed.
  • Lodge a billing complaint without visiting the Customer Care Centre
  • View your load-shed schedule.
  • Get your Income Tax certificate.
  • Get guided about applying for a New connection.

You can download your last 6 months electricity bills via WhatsApp.

You may be facing an unreported outage. Please immediately raise a complaint by selecting option 1 so that we can dispatch our repair team and restore your supply as soon as possible.

You can connect with us 24/7 on this platform as well as through our other digital touchpoints including KE Live App , Facebook , Twitter, and 8119 SMS.

WhatsApp Customer Care Services are automated and extremely intuitive to use. They do not require any agent interaction. However should you feel the need, you can always easily connect with us at our 118 helpline.

You can download the electricity bill and avail services against an unlimited number of KE accounts via our WhatsApp service.

Yes, now elderly or differently abled persons can avail all billing services and complaint facility from 118 helpline.

Yes, now elderly or differently abled persons can avail duplicate bill services. They can also use other available facilities for duplicate bill, such as KE Live app, SMS 8119 and the KE website.

Yes, now elderly or differently abled persons can get bill installment or token bill without leaving the comfort of home. This is currently only available for residential customers.

Yes, elderly or differently abled persons can place change of name request from 118 helpline.

The KE team will share the requested bill on the customer’s preferred channel, i.e. email or WhatsApp.

Billing services from 118 helpline are currently only available for residential customers.

Elderly or differently abled persons can call the 118 helpline 24/7 to avail billing services.

Yes, the HBL Payment Gateway handles routing of all online transactions from the KE website to the Visa/MasterCard networks with state-of-the-art solution, utilizing the 3D-Secure platform for added security in addition to the integrated fraud management tool to help protect from internet hacking and fraud attempts. It supports VISA & MasterCard enabled debit and credit cards for national as well as international payments.

3D Secure means your card is safe to be used for online transactions. 3D Secure requires a password or code called as One Time Password (OTP) generated when completing an online transaction. The OTP is sent on email and/or SMS and needs to be entered at the e-commerce website to authenticate the transaction.

Yes, a cardholder can use any Visa or MasterCard issued by any bank, locally or internationally, for making online KE bill payments.

A cardholder will visit the KE website page which offers online KE bill payment acceptance feature and can make their payment online through Credit/Debit cards. A cardholder must verify OTP along with the rest of the Credit/Debit card details before making a bill payment.

  1. Cardholder must have sufficient limit of funds the issued Credit/Debit card.
  2. On the duplicate bill page select “Payment Method”.
  3. 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.
  4. Verify & Pay
    Verify payment details thoroughly. Click “Confirm and Pay” to complete the transaction.

Cardholder may have entered incomplete or incorrect details. Please always check full details listed in the previous FAQ. All details must be correctly entered before proceeding to pay.

Each transaction is authorized through the Payment gateway and returned with an approved/ declined status. If the transaction is successful, the page will show an ‘Accept’ response. User will also receive a confirmation SMS or email on registered device that the payment has been received.

If transaction is declined the page will show a ‘Reject’ response. Once the transaction fails, the amount will automatically be refunded, the cardholder can check this their Credit/Debit card statement.

User can cancel the transaction before inputting card details or OTP. User will not be able to cancel payment once payment is processed successfully. Furthermore, amount cannot be reversed once it is submitted for processing. There is no refund/return policy for KE bill payments.

Currently, there are no charges on Credit/Debit card payments on the KE website. In future, if any value-added service (VAS) charges are applied, as convenience fee by payment processor, it will add up in the final amount on the checkout page after user enters details.
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.

KE residential consumers can make their full KE bill payment online on KE website through this service.

All successful payments authorized through the Payment Gateway are logged in real-time. The service is also available for after due date bill payments, with the respective late payment surcharge added.

No, the service is not available for partial or instalment bill payments.

Fraud detection and prevention are very important to us. KE does not have the direct access to the cardholder data. Payment page is hosted by the Payment Gateway service provider, i.e. HBL Bank. However, HBL has taken necessary steps to ensure that all information related to cardholder and card transaction are stored in secure and encrypted format. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if HBL feels that it is not authorized by the owner of the card.

No, users will never be asked to store their card details on the KE website. Also, customers do not have to sign up from any login account before making a payment transaction on the KE website. Additional measures such as asking for CVV and OTP allow for added security.

KE’s power infrastructure consists of generation, transmission, and distribution systems that are essential to providing electricity to our consumers through a network spanning across 6,500 kilometres2. KE supplies power to all residential, commercial, industrial, and agricultural areas that fall under the city’s ambit and beyond, serving over approx. 2.5 million customers across Karachi and its surrounding areas. Power infrastructure includes (but is not limited to) poles, PMTs, and grids.

KE infrastructure is required to be elevated so that the height of power installations in areas prone to water logging in Karachi can be raised. This activity is being done to ensure reliable power supply to all areas during rain and monsoon season.

This ongoing activity of KE infrastructure elevation shall, on best effort basis, targeted to be completed prior to the upcoming monsoon.

Consumers who have registered their contact number on 8119 will receive an SMS notification. Kindly register if you have not done so already – simply type “REG Account number” from your mobile phone and send it to 8119.
You can also visit our website www.ke.com.pk/power-shutdown-notices/ for the schedule.

Please visit KE website, in the “Customer Services” section go to “Maintenance Shutdown” tab.

For your ease, here is a quick link: www.ke.com.pk/power-shutdown-notices/ for the schedule.

Consumers can call 118 if the disruption exceeds the duration which was communicated.

KE infrastructure will be elevated up to 5 feet in height by the upgradation activity.

If the city experiences the same volume of rain in upcoming monsoon, KE infrastructure which has been elevated may not be submerged by waterlogging in the targeted areas.

Provided there are no safety concerns and/or emergency situation, KE is committed to its values to ensure uninterrupted and safe power supply to consumers If KE infrastructure is not submerged by waterlogging in areas.

This subsidy is applicable on industrial consumers having TOU tariff, falling into any of the following categories i.e., B1, B2 B3 B4 & B5.

  • Peak Rates are revised and are same as Off Peak; effective from November 01st 2020 till April 30th, 2021.
  • On incremental consumption as compared to same month consumption of the comparative period; effective from November 01st 2020 till June 30th, 2021

Peak Rates are revised and are same as Off Peak, effective 1st November 2020 to 30th April 2021.

Incremental consumption is as compared to same month consumption of the comparative period i.e., March 2019 to February 2020. Incremental consumption is the number of units utilized over and above vis a via comparative period. For example, in November 2019, industrial customer used 10,000 units while in November 2020, if same user utilized 10,500 units, the additional 500 units would be charged under the reduced tariff regime.

The eligibility and respective subsidy on incremental consumption is as follows;

  • For B1, B2 and B3 ToU tariff-based consumers: discount of Rs. 4.96 per unit
  • For B4 ToU tariff-based consumers: Flat rate of Rs. 12.96 per unit will be charged
  • For B5 ToU tariff-based consumers: Flat rate of Rs. 12.96 per unit will be charged

For New Connection / Zero Consumption / Tariff change to industrial, the following formula will be used to calculate reference consumption:

Reference Consumption of New
Industrial Connection for
Specific Month
= Maximum of (S.L OR MDI) * Hrs * (Load Factor (%) of Particular
Industrial Consumer Category)
Where
S.L = Sanctioned Load of the respective industrial consumer
MDI= Maximum Demand Indicator of the respective industrial consumer for the given month
Hrs= No. of Hours in the given month
Load Factor of Particular Category may be derived from Consumer Service Manual (as updated from time to time)
B        INDUSTRIAL SUPPLY % age
B-1 except for ice factories, Cold Storage, Plastic Molding, Rice Shellers 40%
B-2 except for ice factories, Cold Storage, Plastic Molding, Rice Shellers 50%
Ice Factory, Cold Storage 70%
Plastic Molding, Rice Shellers 50%
B-3 Textile Mills and Steel Furnace Melting Industry and all other continuous industry 60%
Other normal Industry Like Engineering Works 50%
Flour Mills B-2 & B-3 40%
B-4 50%

For New Connection / Zero Consumption / Tariff change to industrial, the following formula will be used to calculate reference consumption:

Reference Consumption of New
Industrial Connection for
Specific Month
= Maximum of (S.L OR MDI) * Hrs * (Load Factor (%) of Particular
Industrial Consumer Category)
Where
S.L = Sanctioned Load of the respective industrial consumer
MDI= Maximum Demand Indicator of the respective industrial consumer for the given month
Hrs= No. of Hours in the given month
Load Factor of Particular Category may be derived from Consumer Service Manual (as updated from time to time)
B        INDUSTRIAL SUPPLY % age
B-1 except for ice factories, Cold Storage, Plastic Molding, Rice Shellers 40%
B-2 except for ice factories, Cold Storage, Plastic Molding, Rice Shellers 50%
Ice Factory, Cold Storage 70%
Plastic Molding, Rice Shellers 50%
B-3 Textile Mills and Steel Furnace Melting Industry and all other continuous industry 60%
Other normal Industry Like Engineering Works 50%
Flour Mills B-2 & B-3 40%
B-4 50%

The benefit of the subsidy will be reflected starting from the December billing period of industrial consumers.

“Annual Preventative Maintenance” means periodic preventive maintenance regularly done to power infrastructure in order to ensure optimized outputs. This is carried out because power infrastructure, like any other equipment, requires periodic maintenance.

All KE customers registered on 8119 will receive timely intimations about upcoming annual preventative maintenance activities in their area. Additionally, customers can get in touch with KE call centers at 118 or through SMS to 8119 as well as via social media forums or through the KE Live app in case of any complaints or queries.

There are two ways to register for the SMS service:

  • Register online; simply click here and submit your 13 digit A/C # and mobile number.
  • Register via SMS; type REG(space)[your 13 digit A/C #] and send this SMS to 8119.

Shortly after submitting your request, you will receive a welcome note that confirms your registration with the K-Electric mobile service.

KE and power utilities across the country routinely plan their annual maintenance during the winter months since there is less demand on the system, and planned shutdowns are relatively easier for customers to bear, because of the cooler weather.

Annual preventive maintenance shutdowns are periodically carried out in various parts of Karachi constantly to make sure the system is working smoothly. Customers of respective areas are given prior intimation via SMS. The power utility also continuously conducts system upgrades across the network such as the replacement of traditional cables with theft and kunda resistant Aerial Bundled Cable (ABC).

These shutdowns and preventive maintenances are essential to ensure the system continues to operate at an optimum level.

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.

The instalments announced under PM Relief for COVID-19 are applicable for the billing months of March, April, and May only. From June onwards, customers shall go back to paying electricity bills on monthly basis.

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.

Customers charged under the average billing mechanism qualify for instalments if per month usage is calculated at up to 300 units. (Average of March and April bill)

  • 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

You can view the tariff rates for Residential Consumers HERE.

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

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.

Customers can call Bykea on 0308-0123456 for booking the service. Bykea representative will ask for details such as KE account number, contact details and address.

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.

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.

“Consumer-end tariff” is the price of electricity which is charged to the customer. It is also referred to as the applicable tariff and as per the Uniform Tariff Policy it is the same across all the cities of Pakistan. Thus, customers in Karachi should pay the same rate per unit of electricity that customers in Lahore or Islamabad pay.

The Consumer-end tariff is different from the Utility tariff or determined tariff which is not applicable to the consumers.

The PKR 4.8/kWh quarterly tariff adjustment determined by NEPRA is an adjustment to KE’s determined utility-end tariff and not the tariff charged to consumers which is referred to as “Applicable Tariff”.

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.

This tariff increase is in line with the approved tariff adjustment process and is on account of higher inflation, Operations and Maintenance costs, rupee devaluation and increased fuel costs (gas price rose from reference price of Rs. 613/MMBTU to Rs. 936/MMBTU on comingled basis and Furnace Oil price rose from reference price of Rs. 27,000 / MT to around Rs. 70,000/MT).

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.

This is not a subsidy for KE.

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.

The Quarterly tariff adjustment is different from the Fuel Cost Adjustment.

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.

The FCA will be applicable to consumers within KE’s service area from January 2020 onwards.

Fuel Cost Adjustments for the period July 2016 till June 2019 were not applied to KE customers’ electricity bills due to delays in the finalization of KE’s Multi Year Tariff.

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.

The FCA will be calculated based on the previous period’s unit consumption. The FCA adjustment rate for each month has been determined by NEPRA (here) and will be applied in consumer bills from January 2020 onwards. Below is what a calculation of the FCA can look like for January 2020:
e.g.

FCA table

Fuel prices are variable, often changing very quickly due to international supply-demand factors or in response to global political situations.

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 are not additional costs for Karachi customers only.

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.

Per NEPRA SRO (HERE) and the Government of Pakistan policy which is the same throughout Pakistan:

  • 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

The notification by the Ministry of Energy (when issued) will establish how the Quarterly Adjustment will be applied.

A detailed breakup will be provided with each bill. It should look something like the below:

FCA breakup

You may call KE’s 24/7 helpline for any questions in this regard. You may also refer to the online calculator that we have developed to allow you to calculate the applicable Fuel Cost Adjustment.

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

You may use KE’s online Fuel Cost Adjustment calculator to calculate the cost applicable to you

KE has and is committed to further improve its operational efficiency to reduce operating costs. Below are some highlights:

  • 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.

FCA is a monthly adjustment based on the actual fuel costs incurred by power utilities and is determined and notified by NEPRA. This will be a regular feature based on any variation in fuel prices/mix as per the approved tariff mechanism.

Tariff determination including adjustments for monthly and quarterly variations is done by NEPRA and KE can neither announce a tariff nor make any changes to an existing tariff.

During a random survey, if any activity is found at the premises pertaining to a commercial nature by meter readers/MIO (Meter Inspection Officers), it will lead to a change in tariff from residential to commercial.

Applicable consumer tariff is notified by the Ministry of Energy (Power Division). This tariff is uniform across all cities of Pakistan as per the Uniform Tariff Policy applicable across Pakistan and is applicable to all customers of a utility such as K-Electric.

Tariff Terms and Conditions for consumers of K-Electric Limited were modified by National Electric Power Regulatory Authority’s (NEPRA) in July 05, 2018 and notified in SRO # 576(I)/2019 dated May 22, 2019, issued by the Ministry of Energy (Power Division).

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.

Under the new tariff regime, certain terms and conditions have been revised, including the below:

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.

table

*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.

Applicable Tariff has been notified by Ministry of Energy (Power Division) through SRO 575(I)/2019 dated May 22, 2019 and will be effective from next billing cycle.

For any further clarity or queries, customers can refer to KE website or approach KE via its call-center 118, through KE’s Facebook and Twitter social media platforms or visit any of KE’s 30 Customer Care Centers across Karachi.

This is the application of tariff according to the time in which energy is consumed. These rates vary by time of day: more expensive during peak demand hours and less expensive during low demand periods. TOU has been implemented across all Distribution Companies (DISCOs) as per the Uniform Tariff Policy applicable across Pakistan to encourage responsible consumer consumption and ease the strain of energy usage during maximum demand periods. Billing for eligible customers will be based on their consumption during peak/off-peak hours which are as per below:

table

Shifting use of electrical appliances from Peak hours to Off-Peak hours has the potential to reduce electricity costs for customers.

All Residential, Commercial, Industrial and Agricultural customers with 3 phase meters and a sanctioned load of 5kW or above are eligible for ToU based billing. Consumers can view sanctioned load of their connection on their bills.

Customers whose sanctioned load is below 5 kW and but whose actual load requirement is above 5 kW should download and fill the form available HERE and submit it at any KE Customer Care Centre. ToU billing will be initiated upon fulfillment of all relevant Terms and Conditions by such consumers.

Such consumers will be billed on non-ToU Tariff as prescribed under the respective category notified by Ministry of Energy (Power Division) through SRO 575(I)/2019 dated May 22, 2019.

If you are a Residential, Commercial, Industrial or Agricultural customer with 3-phase meter and a sanctioned load of 5kW or above, then you are eligible for ToU based billing. In case your bill does not reflect TOU billing, please contact 118 or visit any KE Customer Care Center.

TOU meters have been installed at eligible customers’ premises. These meters record unit consumption during both peak/off-peak hours. The rates for peak and off-peak hours is determined by NEPRA and notified by Government of Pakistan.

KE will not collect meter rent and bank charges from its consumers as per Tariff Terms and Conditions for consumers of K-Electric Limited modified by National Electric Power Regulatory Authority’s (NEPRA) on July 05, 2018.

According to the previous tariff, lifeline customers were categorised as consumers with consumption of less than and equal to 50 units in the current month. However, this criterion has now been revised as per NEPRA directives.

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.

Yes. NEPRA has introduced a new A3 category dedicated for general services sector. Below are the customers/institutions where this category will be applicable.

  • 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

This Tariff category has been notified by Ministry of Energy (Power Division) through SRO 575(I)/2019 dated May 22, 2019 and will be effective from next billing cycle.

In case of any clarification please call 118 or visit any KE Customer Care Center.

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.

The rates per unit for all tariff categories have been revised in Applicable Tariff notified by Ministry of Energy (Power Division) through SRO 575(I)/2019 dated May 22, 2019 and will be effective from next billing cycle. These can be viewed HERE.

A premises is liable to be disconnected if the consumer is a defaulter in making payments on the energy consumption charges bill(s), or if he is using the electric connection for a purpose other than that for which it was sanctioned, or if he has extended his load beyond the sanctioned load even after a receipt of a notice in this respect from KE.
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

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

Please refer to our New Connection section to apply for a new connection.
You can also email newconnection@ke.com.pk

Net metering allows customers of KE to generate their own electricity in order to offset their electricity usage. Currently, at KE net metering is available for consumers with roof top solar PV generators. For more information, please click here.

*daraz and Haier reserves the right to change or remove this offer at any time.

To prioritize the convenience of its customers and enhance their experience, KE has partnered with daraz to provide a digital platform through which customers can pay their KE bills through dbills at daraz.

Customer will receive a flat cashback amount of PKR 300/-, a discount voucher of Haier worth PKR 500, and will get a chance to participate in a lucky draw upon paying their same KE bill during the campaign period.

Campaign is active from 15th September 2021 to 14th October 2021.

The amount of cashback reward will be disbursed to the customer in his/her daraz wallet by 22nd October once the eligible transaction is conducted.

The cashback is valid for 1 month from the date of disbursal.

Multiple bills can be paid from 1 daraz account though cash back is applicable once per customer. 1 account per device/phone will be considered as 1 customer.

Customer will receive a maximum cashback amount of PKR 300/-.

The voucher will be sent by 31st October, 2021. The voucher will be sent on your daraz email address and/or through push notification in daraz app.

All KE customers (applicable for cash back) will receive an exclusive voucher of PKR 500 discount on Haier products at daraz on a minimum shopping of PKR 25,000, which will be valid for 15 days.

On payment of KE bill through dbill, you can become eligible for lucky draw.

The giveaways include an inverter AC and two microwaves given to three lucky winners.

Winners will be selected at random by 31st October, 2021.

The Campaign will be applicable to only those who pay KE bills from daraz app.

This offer is valid for all the customers paying KE bills through daraz.

To continue prioritizing the convenience of its customers, KE has partnered with Easypaisa to provide a digital platform through which customers can pay their KE bills on Easypaisa App.

10% cashback (up to Rs. 100) is offered to the customers upon KE bill payment.

All new Easypaisa App users who are making their first KE bill payment are eligible and will receive cashback on their bill payment.

Only customers new to Easypaisa app and submitting their KE bills for the first time through Easypaisa will be eligible for cash back. Existing Easypaisa users are not eligible for this cash back.

Customers will receive cashbacks in the form of top up [within wallet] on their Easypaisa app.

Cashback offer can be availed if KE bill is paid through Easypaisa application during the defined campaign period.

The maximum amount a customer can avail is PKR 100.

This cashback deposited in your wallet can be utilized for all services under the domain of Easypaisa App such as. Bill payments, Easy Load, Mobile Payments, Send Money etc.

All KE consumers can make their KE bills payment by using Easypaisa application.

Customers will receive confirmation message and on app confirmation along with transaction id.

You can share transaction ID from your electronic receipt or SMS at our helpline 345 (in case you are a Telenor subscriber) or 111-345-100 (if you are a non-Telenor subscriber) for assistance and KE customer care at 118.

Customers having Easypaisa mobile account can pay their KE bills through Easypaisa application.

Please coordinate with your respective retailer and contact nearest KE office with electronic receipt or SMS.

Yes, it is mandatory for customers to pay KE bill through Easypaisa app to receive cashback.

Mobile number and CNIC are required for Easypaisa app registration.

To prioritize the convenience of its customers and enhance their digital experience, KE has partnered with Konnect to provide a digital platform through which customers can pay their KE bills conveniently through Konnect App.

Customer will receive cashback amount of PKR. 300/- upon paying their same KE bill for two (2) consecutive months from their registered Konnect Mobile application, during the campaign period. Campaign duration is 12th July till 30th September 2021

Only those Customers will be considered valid for this campaign who performed the UBP Transaction of electric bills from the utility provider K-Electric through Konnect Mobile Application. Customer will be eligible to receive cashback reward only once during the Campaign period.

You can avail this offer on payment of KE bill through HBL Konnect App. Pay your same consumer numbered K-Electric Bill for two consecutive months with your registered Konnect App and get cashback up to Rs. 300/-.

The amount of cashback reward will be disbursed to the Customer in his/her account after 10 days once the second eligible transaction is conducted.

Customer will receive a maximum cashback amount of PKR 300/-

Customer will be eligible to receive cashback reward only once during the Campaign period.

If the Customer’s account with HBL has been closed, blocked, blacklisted (or either), that Customer shall be immediately disqualified.

The Campaign will be applicable to only those eligible Customers who are registered on Konnect Mobile App.

No, only those customers who are using HBL Konnect App and are eligible to make payment through it and are residing in Pakistan only

Currently, there are no other charges, and the service is free of cost.

Customers may receive SMS from Konnect by HBL (Branchless Banking short code)
8425.

Customer needs to download the Konnect app from hbl.com/k and enter their valid phone and CNIC number to successfully register with Konnect.

Foodpanda is a 24/7 online food delivery platform.

Befiler is Pakistan’s number one online tax filing and NTN registration portal for individuals and SMEs.

The discount offers can be availed by all new users of the KE Live, Foodpanda and BeFiler mobile applications.

Food panda

All new customers who download KE Live App will get a maximum 50% discount on their first Foodpanda order (capped at PKR 500).

Terms & Conditions

  • This offer is applicable upon new KE Live App download and new customer of Foodpanda.
  • Minimum order value – PKR 150.
  • Applicable across Foodpanda except Pandamart.
  • Voucher validity – 3 months.
  • These vouchers will be sent to customers by KE through SMS and or Email.
  • In case of queries related to FoodPanda, kindly reach out to their help center on the app

Befiler

All new customers who download the KE Live App can avail 87% off on NTN registration and Tax filing. The customers will only need to pay PKR 500/- to avail Befiler services.

Terms & Conditions

  • Upon KE Live App download, vouchers will be sent to customers by KE through SMS and or Email.
  • Multiple individuals can register, and avail offer against one account number.
  • In case of queries related to Befiler please contact 021-38892069

Consumers would receive the respective promo codes on their KE registered mobile number and or email address within 48-72 hours.

Promo codes can be redeemed anywhere in Karachi

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)

These are to be included and adjustment against the pre-paid electricity bill (relief provided) will be done against the total amount billed (inclusive of these charges)

Amount credited to consumer accounts as pre-paid electricity bill (relief) for 3 months will be done in advance / upfront and printed on consumer bill

Yes, the maximum period for utilization of this relief is six months starting from implementation of the relief

KE has started implementation of the relief for eligible consumers from May 2020 bills

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