KE’s Trust Billing Sees Steady Adoption

K-Electric (KE) is witnessing encouraging adoption of its Trust Billing initiative with nearly 70% of readings taken by citizens passing the approval process through the KE Live App, reinforcing transparency and customer involvement in the billing process.

Since its rollout, adoption has shown growth while approval rate has also gone from a little over one-in-three to nearly 68%, reflecting growing customer awareness alongside KE’s continued emphasis on billing accuracy and integrity. Nearly 11,000 customers have opted to submit their own readings in just the last four months.

Launched in September, the Trust Billing initiative enables eligible customers to submit their meter readings via the KE Live App on the given reading date, which are reviewed through a validation process before being accepted. This aligns KE with the broader national push toward the ‘Apna Meter, Apni Reading’, which was also adopted across Pakistan in the ongoing fiscal year.

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Through Trust Billing, customers upload images of their meters and input current readings using the KE Live App. Each submission undergoes verification against predefined validation parameters to ensure accuracy.

The self-reading option is updated automatically on the eligible customer’s KE Live App. In cases where a submission does not meet the required criteria, KE’s standard meter reading process continues, ensuring uninterrupted billing and service continuity.

Noor Afshan, Head of Marketing & Customer Experience at KE, said: “With over 70% of our customer interactions now taking place through digital platforms, KE stands apart as the only power utility in Pakistan to achieve this scale of digital connectivity.

Through continued integration of trust billing and the expansion of the KE Live App, we are placing more control and visibility in the hands of our customers.”