Key Takeaways
- Minister Sardar Awais Ahmed Khan Leghari directed DISCOs to strictly follow NEPRA timelines for resolving consumer complaints.
- Approximately 99.18 percent of 1.64 million complaints were resolved through Helpline 118.
- Action will be taken against officials responsible for delays in resolving complaints.
The government has instructed all power Distribution Companies (DISCOs) to adhere strictly to the timelines set by the National Electric Power Regulatory Authority (NEPRA) for resolving consumer complaints, according to a statement from the Ministry of Power. The directive was issued by Minister Sardar Awais Ahmed Khan Leghari during a review meeting on the performance of Helpline 118 Customer Care Service.
The meeting, held on Thursday, reviewed the performance of all DISCOs, including the resolution of complaints registered through Helpline 118. Approximately 1.64 million complaints were registered during August 2026, with 99.18 percent resolved. Of these, 94.95 percent were addressed within the prescribed timeframe, while 5.05 percent were resolved after the stipulated period.
The minister directed the Chief Executive Officers (CEOs) of all DISCOs to continuously monitor the resolution of consumer complaints and take action against officials who fail to resolve them within the prescribed timeframe. The CEO of Quetta Electric Supply Company (QESCO) informed the meeting that show-cause notices had already been issued to 38 Sub-Divisional Officers (SDOs) for negligence in ensuring timely resolution of complaints.
The meeting also reviewed complaints related to power outages, line faults, and voltage issues, which collectively accounted for around 77 percent of total complaints received through Helpline 118. The minister directed the DISCOs to pay particular attention to these critical complaints and improve their timely resolution.
Helpline 118 provides consumers with a free and direct channel to register electricity-related complaints without involving any intermediary or representative. The service allows consumers to lodge complaints in seven languages, track the progress of their complaints, and receive feedback after resolution. The system also provides for automatic escalation of complaints to the relevant level where they are not resolved within the prescribed timeframe.
Sardar Awais Leghari emphasized the need to develop Helpline 118 into an effective, transparent, and reliable platform for electricity consumers. He stated that options for making the existing DISCO performance monitoring and accountability system more effective would be reviewed to ensure necessary improvements in customer services are delivered in a timely manner.
