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If your new electricity connection is delayed, identify the last step the company has actually completed. A submitted form, an issued demand notice and a paid receipt are different records. Your follow-up should name the missing step and attach the evidence needed to move that step forward.
Keep using the existing application reference while the company locates or reviews the case. Starting another application or paying again can leave you with two files and an unresolved payment. This guide focuses on a stalled application, including a meter that has not been installed after payment.
Identify the last completed stage
Open your application record and copy the latest status exactly as displayed, with the date you checked it. If you need help locating the record, use our electricity connection application tracking guide.
Then match the status to the documents you have. An application number shows that there is a case to locate. A payment receipt shows a transaction. Neither, on its own, establishes that a survey, technical approval or installation has been completed.
Write “awaiting confirmation” beside an uncertain step. For example, if you uploaded the paid notice but have no acceptance message, say that. Do not describe the payment as verified merely because the upload button worked.
Match the missing step to the evidence
The categories below are a troubleshooting checklist, not a reproduction of every portal’s status labels. Your company may combine steps or use different wording.
| Where the case appears stuck | Evidence to keep | Question to ask |
|---|---|---|
| No acknowledgment after submission | Submission copy, date and any confirmation | Can you locate the application and confirm its reference? |
| A document query remains open | The query and the corrected document’s submission record | Was the replacement accepted, or what specific item is missing? |
| Survey or technical review pending | Application details and any visit notice | What assessment is outstanding, and who will arrange it? |
| Demand notice not issued | Completed-stage confirmations | What prevents issuance, and which office must act? |
| Paid notice not associated with the case | Official notice and completed payment receipt | Can you trace this transaction against this application? |
| Payment confirmed; work or meter pending | Payment acceptance and latest company response | What work remains, and what is the next expected action? |
If electricity demand notice payment is the unresolved step, keep the notice number, payment date, amount and transaction reference together. Redact unrelated bank information. Our demand-notice guide explains the document and receipt checks.
Ask for written clarification before paying an expired or revised demand. A new amount needs an explanation of what changed and how any earlier payment is being treated.
Check which office or portal owns the case
Use the supplier and subdivision on your application record. Follow the new-connection route linked by that supplier’s official website rather than selecting another company just because its form opens.
For example, IESCO’s official homepage says the company has moved from ENC to e-OPS and directs applicants to Power Smart, IESCO Smart App or a customer facilitation centre. Our IESCO Smart App and e-OPS guide explains that route. An old ENC search result is not enough to establish where an IESCO case is now handled.
Describe a technical portal problem separately from the connection delay. “The tracking page will not open” asks for help accessing a record. “My payment was accepted but installation has not been scheduled” asks the company to progress a service request.
For an office visit, ask which team can examine the file and what originals you need. Take copies for the case record and keep your original documents secure.
Build a concise escalation timeline
Put the important events in date order: application submitted, document query received, correction supplied, notice issued, payment made and last company response. Leave out unrelated messages.
A useful request is: “Application [reference] was submitted on [date]. The demand notice was paid on [date], and the company confirmed receipt on [date]. The latest record says [exact wording]. Please identify the remaining step, responsible office and expected next update.”
If payment has not been confirmed, replace that sentence with the actual facts and request a payment trace. The example is a writing aid, not a claim that your case has reached any particular stage.
The Consumer Service Manual, November 2025 edition, covers new-connection complaints in section 10.2 and category-specific processing stages in section 2.10 and Annex III. Ask the company to identify the applicable category, starting date and outstanding requirements before relying on a quoted completion period.
If the supplier does not address the issue, retain its acknowledgment and response for escalation through its complaint process and, where applicable, NEPRA’s official consumer-complaint service. Explain the unresolved point and disclose any earlier proceedings or decisions requested by the form.
Verify the next action and follow it through
When you receive a reply, turn it into a checkable next step. If a document is missing, identify it. If a visit is planned, confirm the premises and contact arrangements. If material or external work is pending, ask what remains outstanding rather than assuming the meter alone is the problem.
After installation, retain the installation record, meter number and documented opening reading where available. Ask whether energization and account setup are complete. Do not connect or energize equipment yourself.
A closed complaint does not answer the delay unless the response explains the outcome. Follow up with the original reference if the promised action is still missing.
Frequently asked questions
I paid the demand notice. Why is the meter still not installed?
Ask whether the payment is verified and what work remains. A receipt alone does not confirm technical readiness or installation.
Should I submit another application?
First ask the company to locate the existing file. Create another only if the official service instructs you how to handle the earlier case.
Is there one installation deadline for everyone?
Do not assume so. Ask which category and processing conditions apply to your application.
Should I pay someone to speed up the file?
Request an official demand and authorized payment method for any legitimate charge. An intermediary’s verbal promise is not a company instruction.
What if tracking says complete but supply is unavailable?
Report exactly what remains incomplete and ask the company to reconcile the status with the site record.
Editorial note and sources
Prepared and reviewed 1 October 2026. Independent, AI-assisted guidance. Examples and images are illustrative; we did not submit or track a personal application. Confirm current case-specific instructions with the supplier.
Primary references: Consumer Service Manual, November 2025 edition, IESCO’s current e-OPS migration notice and NEPRA consumer-complaint links. IESCO’s current notice takes precedence over older ENC search listings. We did not test a signed-in portal or submit an application.