Pakistan Introduces New Procedure for Electricity Complaints; Minister Urges Public to Call 118
Islamabad: Federal Minister for Energy Sardar Awais Ahmad Khan Leghari has introduced a new mechanism to ensure quicker resolution of electricity-related complaints, directing action against officials of power distribution companies (DISCOs) for poor performance.
According to officials of the Power Division of Pakistan, the 118 smart call center has been designated as a one-window service for electricity consumers. Over the past five months, the helpline has received more than two million calls, with over 96 percent successfully handled.
Authorities said more than 2.4 million electricity complaints have been registered through the system, with 99.49 percent of them already resolved. Among the distribution companies, Lahore Electric Supply Company recorded the highest number of complaints, exceeding one million, while Multan Electric Power Company resolved more than 600,000 complaints. The performance of Faisalabad Electric Supply Company and Gujranwala Electric Power Company also remained above 99 percent.
The minister instructed DISCOs to actively promote the 118 service among consumers. He also took notice of the relatively low number of complaints registered by Peshawar Electric Supply Company, Hyderabad Electric Supply Company, Sukkur Electric Power Company, Hazara Electric Supply Company, and Quetta Electric Supply Company, directing them to better introduce the helpline to their consumers.
Leghari emphasized that customer service directors of all DISCOs will be held accountable and instructed field staff and officers to ensure the immediate resolution of public complaints.
Officials stated that the 118 platform has improved transparency in electricity services and strengthened public trust. Monthly performance reports of sub-divisions will now be issued based on data from the helpline.
The Ministry of Energy has urged electricity consumers across Pakistan to contact the 118 helpline for the prompt resolution of power-related issues.
