Federal Minister for Power Sardar Awais Ahmed Khan Leghari on Thursday directed all power distribution companies (DISCOs) to make the redressal of electricity consumers’ complaints more effective and transparent and ordered strict action against officers showing negligence in service delivery.
The minister issued directives aimed at making complaint resolution more effective, transparent and consumer-friendly, said a press release issued by the Ministry of Energy (Power Division).
He instructed DISCOs to take immediate action against officials demonstrating negligence in handling consumer complaints and ordered that sub-divisions with the best and poorest performance be nominated on monthly basis based on 118 platform data, so that performance can be evaluated and better performance can be encouraged.
Leghari has also directed that Customer Services Directors of all power distribution companies be held accountable regarding the redressal of consumer complaints. Particularly, he took notice of the low registration of complaints by electricity consumers in Peshawar (PESCO), HAZECO, Sukkur (SEPCO), Hyderabad (HESCO) and Quetta (QESCO) and instructed these five companies to maximally introduce the 118 Smart Call Center to consumers so that every consumer can benefit from this facility.
He further ordered all DISCOs to issue instructions to their line staff and officers under 118 Customer Service to resolve consumer complaints immediately on a priority basis.
A review of the 118 Smart Call Center revealed strong performance between October 2025 to February 2026. During this period, 2,020,157 calls were received on the 118 platform, out of which 1,939,948 calls were successfully handled. The service delivery rate stood at 96.09 percent, while only 1.67 percent of calls were dropped, indicating the system’s operational efficiency and the professionalism of the staff managing the service.
During the same five-month period, a total of 2,451,780 electricity-related complaints were registered across the power sector. Out of these, 2,439,272 complaints were successfully resolved, resulting in an impressive overall resolution rate of 99.49 percent.
Among the distribution companies, Lahore Electric Supply Company (LESCO) registered the highest number of complaints at 1,031,685, of which 1,027,538 were resolved, maintaining a resolution rate of 99.60 percent. Multan Electric Power Company (MEPCO) recorded 651,683 complaints and resolved 646,908, achieving a 99.27 percent success rate. Faisalabad Electric Supply Company (FESCO) handled 297,182 complaints and resolved 296,161, reaching a resolution rate of 99.66 percent, while Gujranwala Electric Power Company (GEPCO) registered 238,681 complaints and resolved 237,802 with a 99.63 percent success rate. Islamabad Electric Supply Company (IESCO) recorded 177,887 complaints and resolved 176,840, achieving a resolution rate of 99.41 percent.
Other companies including PESCO, HESCO, SEPCO, HAZECO, TESCO and QESCO also maintained resolution rates above 98 percent, reflecting strong coordination and commitment across the distribution network to address consumer concerns. These details reflect excellent coordination among all power distribution companies (DISCOs) and their seriousness towards consumer service.
The 118 platform has not only simplified access to electricity services but has also significantly increased public trust by ensuring transparency and timely action. The recent directives of the Federal Minister are a manifestation of the commitment to make this system more effective and provide relief to consumers at every level. This system is part of the government’s broader strategy aimed at modernizing service delivery in the power sector and providing relief to millions of consumers, it added.The government remains steadfast in its commitment to its people. The 118 Smart Call Center is a shining example of this commitment. We urge all consumers to contact 118 in case of any electricity-related issue and benefit from this improved facility.