Government Introduces New Complaint Resolution System for Electricity Consumers

Islamabad: Sardar Awais Leghari, the Federal Minister for Energy, has announced a new mechanism aimed at improving complaint resolution for electricity consumers and enhancing the performance of power distribution companies (DISCOs).

According to the Power Division of Pakistan, the new regulations will identify the best and worst-performing power sub-divisions every month. Strict departmental action will be taken against officials showing poor performance, while customer service directors of the respective companies will be held accountable.

The government has also designated the “118 Smart Call Center” as a one-window service for electricity consumers. Over the past five months, the call center has received more than two million calls, with 96 percent handled successfully.

More than 2.4 million consumer complaints have been registered, with Islamabad Electric Supply Company achieving a record resolution rate of 99.49 percent. Meanwhile, Lahore Electric Supply Company resolved over one million complaints, while Multan Electric Power Company handled more than 600,000.

Performance from Faisalabad Electric Supply Company and Gujranwala Electric Power Company also exceeded 99 percent complaint resolution rates.

The energy minister has directed the five major electricity distribution companies to actively promote the “118 service” among the public and instructed field staff and officers to resolve complaints promptly to provide maximum relief to consumers.