Consumer complaints: Leghari directs Discos to take errant SDOs & XENs to task
ISLAMABAD: Federal Minister for Power Sardar Awais Ahmed Khan Leghari has directed all electricity distribution companies (DISCOs) to initiate immediate disciplinary proceedings against their worst-performing Sub-Divisional Officers (SDOs) and Executive Engineers (XENs).
According to the Power Division, acting on the minister’s directive, Peshawar Electric Supply Company (PESCO) and Sukkur Electric Power Company (SEPCO) have become the first DISCOs to take action, including suspensions, against officers for poor performance in resolving consumer complaints registered through the national 118 Call Centre system (CCMS PLUS). Other DISCOs are also in the process of initiating similar actions against their respective worst-performing officers.
The directive followed the minister’s comprehensive review of complaint-handling performance data from the Customer Complaint Management System (CCMS PLUS), covering the period from October 1, 2025 to March 31, 2026.
The data relating to complaints about power outages, voltage fluctuations, line faults, and transformer tripping revealed a troubling pattern of neglect. Tens of thousands of complaints were either resolved with delays or left unattended within stipulated timelines, resulting in prolonged outages across urban and rural areas.
Based on this data, the Power Division identified the worst-performing officers in each DISCO and formally communicated the lists to their chief executives for immediate departmental action.
Expressing serious concern, the minister said the 118 call centre was established to bridge the gap between consumers and service providers, and any negligence in handling complaints undermines the government’s commitment to consumer welfare. He directed that disciplinary proceedings—including suspension where necessary—be initiated without delay and concluded within a defined timeframe under applicable service rules.
PESCO has suspended three SDOs and one XEN for misconduct and failure to meet performance benchmarks reflected in CCMS data. The SDOs, serving in Gulberg, ShahiBagh, and Sethi Town/Dalazak sub-divisions under Peshawar Circle, have been attached to the General Manager (Operations) at PESCO headquarters. The suspended XEN of Mardan-I Division has been attached to the Superintending Engineer (Operations), Mardan Circle, while the XEN (Operations) of Swabi-I Division has also been suspended and attached to the Superintending Engineer (Operations), Peshawar Circle. These orders were issued with the approval of the competent authority.
Similarly, SEPCO has suspended one SDO and one former XEN for poor complaint resolution performance. Sajjad Ali Memon, SDO (Operations), Rohri sub-division, and Mairajuddin Shaikh, formerly XEN (Operations), Sukkur Division—currently serving as XEN Construction Division Sukkur—have been directed to report to SEPCO headquarters. These actions were taken with the approval of the SEPCO chief executive.
The accountability drive is being extended across all DISCOs, including LESCO, GEPCO, FESCO, IESCO, MEPCO, HAZECO, HESCO, QESCO, and TESCO. More than 100 SDOs and XENs have been identified as worst performers and are expected to face departmental action, including show-cause notices, suspensions, and transfers to non-operational roles.
The minister also directed DISCOs to introduce a strengthened weekly monitoring system to track complaint resolution performance at sub-divisional and divisional levels. Officers demonstrating persistent underperformance will face stricter penalties, including suspension, reassignment, and compulsory retirement.
The Power Division announced that quarterly performance rankings of SDOs and XENs will be made public to enhance transparency and accountability.
Reaffirming the government’s commitment, the minister said every electricity consumer deserves timely, reliable, and respectful service. He stressed that poor performance by field officers is not merely an administrative lapse but a failure towards citizens, which will not be tolerated. Officers found repeatedly negligent will face escalated disciplinary measures.
The Power Division added that ongoing digitisation and governance reforms are strengthening oversight of DISCO operations. Under the revamped 118 CCMS platform, a comprehensive digital database of complaints is being maintained, enabling real-time tracking of complaint types, resolution timelines, and compliance with service standards. The system records detailed information on faults and response times, significantly improving the government’s ability to evaluate field performance and operational efficiency across DISCOs.
Copyright Business Recorder, 2026