ISLAMABAD: Federal Minister for Power Sardar Awais Ahmed Khan Leghari has issued directives to all power distribution companies (DISCOs) to make the redressal of electricity consumers’ complaints more effective and transparent, with strict action to be taken against officers showing negligence in service delivery.
The Minister instructed DISCOs to take immediate action against officers demonstrating poor performance in handling consumer complaints. He also directed companies to identify the best and worst performing sub-divisions on a monthly basis using data from the 118 platform to evaluate performance and encourage improvement.
Leghari further directed that Customer Services Directors of all DISCOs be held accountable for the timely resolution of complaints.
He took notice of the relatively low registration of complaints in Peshawar Electric Supply Company (PESCO), Hazara Electric Supply Company (HAZECO), Sukkur Electric Power Company (SEPCO), Hyderabad Electric Supply Company (HESCO), and Quetta Electric Supply Company (QESCO) and instructed these utilities to promote the 118 Smart Call Center so that more consumers can benefit from the facility.
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The Minister also directed DISCOs to instruct their field staff and officers to resolve consumer complaints promptly through the 118 Customer Service system.
The directives were issued during a review of the 118 Smart Call Center, which showed strong performance between October 2025 and February 2026. During this period, 2,020,157 calls were received on the 118 platform, of which 1,939,948 were successfully handled, reflecting a 96.09 percent service compliance level. Only 1.67 percent of calls were dropped, indicating the system’s efficiency and operational capacity.
During the same five-month period, 2,451,780 consumer complaints were registered across the power sector, of which 2,439,272 (99.49 percent) were successfully resolved.
Among DISCOs, Lahore Electric Supply Company (LESCO) registered the highest number of complaints at 1,031,685, resolving 1,027,538 with a 99.60 percent success rate. Multan Electric Power Company (MEPCO) registered 651,683 complaints, resolving 646,908 (99.27 percent).
Faisalabad Electric Supply Company (FESCO) resolved 296,161 out of 297,182 complaints (99.66 percent), while Gujranwala Electric Power Company (GEPCO) resolved 237,802 out of 238,681 complaints (99.63 percent). Islamabad Electric Supply Company (IESCO) resolved 176,840 out of 177,887 complaints (99.41 percent). Among smaller utilities, SEPCO resolved 4,342 out of 4,394 complaints (98.82 percent), HESCO resolved 19,239 out of 19,452 complaints (98.90 percent), PESCO resolved 14,609 out of 14,860 complaints (98.31 percent), HAZECO resolved 3,366 out of 3,398 complaints (99.06 percent), and QESCO resolved 9,441 out of 9,528 complaints (99.09 percent). Tribal Electric Supply Company (TESCO) resolved 28 out of 31 complaints.
According to the Power Division, the 118 platform has simplified access to electricity services while improving transparency and public trust through timely complaint resolution. The Minister’s latest directives aim to further strengthen the system as part of the government’s broader strategy to modernize service delivery in the power sector and provide relief to millions of consumers.
Copyright Business Recorder, 2026
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