New Regulations Issued for Immediate Resolution of Electricity Consumers’ Complaints, Orders Owais Laghari

ISLAMABAD — Federal Minister for Energy Sardar Owais Ahmed Khan Laghari has directed the implementation of a new framework to ensure the swift resolution of electricity consumers’ complaints across Pakistan.

According to the Power Division, the initiative aims to enhance consumer services and improve the performance of electricity distribution companies. Under the new system, a monitoring mechanism will track the performance of sub-divisions on a monthly basis, highlighting both high-performing and poorly performing areas. Officials responsible for inadequate performance will face disciplinary action.

The 118 Smart Call Center has been designated as a one-window service for consumers to lodge complaints related to electricity supply, billing, and other issues. In the past five months, the center has received over 2 million calls, covering a range of service-related complaints.

Minister Laghari also issued notices to Peshawar Electric Supply Company, Hyderabad Electric Supply Company, Sukkur Electric Power Company, Quetta Electric Supply Company, and K-Electric for low complaint registration rates. He emphasized that all Consumer Service Directors of distribution companies will be held accountable for timely resolution of complaints.

Additionally, line staff and officers have been ordered to ensure immediate action on public complaints to provide maximum relief to electricity consumers nationwide.