Punjab State Power Corporation [PSPCL] — electricity meter is not working from last 5-6 months (dead)

Address: Ludhiana, Punjab, 141001

Our electricity meter is not working form last 5-6 months (Dead). The man who came for reading and bill distribution updated the same in front o[censored]s immediately to the authorities and give us the bill on average basis. After that we also filed the complaint 2-3 times, but no one came to check and the same were closed, today again (Third time) we got bill on average basis and we think it’s too high (Rs. 15000/-) as per our usage as most of the time we were not at home, so when we asked to boy (Came for reading and bill distribution) he said this is on average basis & for meter change you have to contact j. E. Or s. D. O.
Similarly when i called customer care they said it will be changed we are logging the complaint and given us the reference no.
Now @ 1830 hrs. Two men came and just seen the meter not working and replied that meter will not be changed or repaired by calling to customer care you have to contact j. E. And give them a written complaint only than it can be resolved. There is no other option to rectify the complaint.

Now i want to know,
What is the right procedure to get my meter changed or rectified?
Why the man (Who came for reading and bill distribution) or customer care have the proper guideline for the same?
How the complaint is closed by just giving the justification “the meter is burnt or so” without checking? And why no one asked is it changed or not?