Islamabad: Federal Minister for Power Sardar Awais Ahmed Khan Leghari has announced new directives aimed at enhancing the complaint redressal process for electricity consumers across the country. The measures focus on improving service delivery and accountability within power distribution companies, with a particular emphasis on addressing consumer grievances efficiently.
According to Press Information Department, the minister has instructed all power distribution companies (DISCOs) to take prompt action against officers failing to meet performance standards. A monthly performance evaluation will be conducted, highlighting both poorly and well-performing sub-divisions based on data from the 118 Smart Call Center. This initiative seeks to not only identify areas needing improvement but also to promote exemplary service.
Leghari has also placed a spotlight on the role of Customer Services Directors, mandating accountability for resolving consumer complaints. The minister has noted a low registration of complaints in regions serviced by Peshawar (PESCO), Hazako (HAZECO), Sukkur (SEPCO), Hyderabad (HESCO), and Quetta (QESCO), urging these companies to better utilize the 118 Smart Call Center to ensure consumer access to complaint resolution facilities.
The 118 Smart Call Center, responsible for managing consumer complaints, has been reviewed for its performance from October 2025 to February 2026. During this period, the center received over 2 million calls, resolving 96.09% of complaints, with a minimal call drop rate of 1.67%. The power sector registered over 2.4 million consumer complaints, achieving a resolution rate of 99.49%.
Company-specific performance data highlights the efficacy of DISCOs in handling complaints. Lahore Electric Supply Company (LESCO) resolved 99.60% of its complaints, while Multan Electric Power Company (MEPCO) achieved a 99.27% resolution rate. Other companies, including Faisalabad Electric Supply Company (FESCO) and Gujranwala Electric Power Company (GEPCO), reported resolution rates exceeding 99%.
The 118 platform has improved transparency and public trust in electricity services, reflecting the government’s commitment to modernizing service delivery in the power sector. The system is designed to provide consumers with streamlined access to support and resolution for electricity-related issues.