ISLAMABAD: Federal Minister Owais Ahmed Khan Leghari has announced major decisions aimed at improving the complaint-redressal system for electricity consumers across Pakistan.
In a statement issued in Islamabad, the federal minister directed all electricity distribution companies to take immediate action against officers showing poor performance in resolving consumer complaints.
He also ordered the monthly identification of the best and worst-performing subdivisions based on data from the 118 Smart Call Center platform.
Leghari further instructed that Customer Service Directors of all DISCOs be held accountable for complaint resolution. He also took notice of the low number of complaints registered in companies such as Peshawar Electric Supply Company, Hazara Electric Supply Company, Sukkur Electric Power Company, Hyderabad Electric Supply Company, and Quetta Electric Supply Company. These companies have been directed to promote the 118 Smart Call Center among consumers so that more people can benefit from the facility.
The minister emphasized that line staff and officers responsible for customer services must ensure that complaints received through the 118 helpline are resolved on a top-priority basis.
Strong performance of the 118 system
The orders were issued following a review of the 118 Smart Call Center, which showed strong performance between October 2025 and February 2026.
During this period, more than 2.02 million calls were received on the platform, of which 1.93 million were successfully handled, achieving a 96.09% service delivery rate. Only 1.67% of calls were dropped, highlighting the efficiency of the system.
In the same five-month period, a total of 2.45 million electricity complaints were registered nationwide, and 99.49% of them were successfully resolved.
Among the distribution companies, Lahore Electric Supply Company recorded the highest number of complaints, resolving over 1.02 million out of 1.03 million cases. Multan Electric Power Company resolved more than 646,000 complaints, while Faisalabad Electric Supply Company achieved a 99.66% resolution rate. Other companies, including Gujranwala Electric Power Company and Islamabad Electric Supply Company, also reported resolution rates above 99%.
Focus on transparency and public relief
Officials said the 118 Smart Call Center has significantly improved access to electricity services and strengthened transparency in the power sector. The recent directives are part of the government’s broader effort to modernize service delivery and provide timely relief to millions of electricity consumers.
Authorities have urged citizens to use the 118 helpline for any electricity-related complaints to ensure quick resolution.
