Federal Minister for Power Sardar Awais Ahmed Khan Leghari has issued clear directives to all power distribution companies (DISCOs) while making significant decisions to make the redressal of electricity consumers' complaints more effective and transparent. These directives aim to provide relief to consumers and take strict action against officers showing negligence in service delivery.
The Federal Minister has instructed that all power distribution companies take immediate action against officers demonstrating poor performance regarding consumer complaints. Furthermore, he has issued orders to nominate sub-divisions with poor and best performance on a monthly basis based on 118 platform data, so that performance can be evaluated and better performance can be encouraged.
The Federal Minister 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), Hazako (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.
The Federal Minister has ordered all power distribution companies to issue instructions to their line staff and officers under 118 Customer Service to resolve consumer complaints immediately on a priority basis.
Statistics of Extraordinary Performance
These decisions have come at a time when the 118 Smart Call Center was reviewed today. The system demonstrated outstanding performance from 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 level compliance remained at 96.09%, reflecting timely communication with consumers. Only 1.67% of calls were dropped, which is clear evidence of the system's robustness and the professional expertise of the staff.
Historic Success in Complaint Redressal
During the same five-month period, a total of 2,451,780 complaints of electricity consumers were registered in the power sector. Out of these, 2,439,272 complaints i.e. 99.49% were successfully resolved.
Company-Wise Performance
During this period, all power distribution companies (DISCOs) demonstrated excellent performance.
LESCO registered the highest number of complaints at 1,031,685, out of which 1,027,538 complaints were resolved, maintaining a 99.60% rate.
MEPCO registered 651,683 complaints, while achieving 99.27% success by resolving 646,908 complaints.
FESCO resolved 296,161 out of 297,182 complaints, which stands at 99.66%.
GEPCO registered 238,681 complaints and resolved 237,802, achieving a 99.63% rate.
IESCO resolved 176,840 out of 177,887 complaints, showing 99.41% performance.
SEPCO (Sukkur) resolved 4,342 out of 4,394 complaints, which is 98.82%.
HESCO (Hyderabad) resolved 19,239 out of 19,452 complaints, with their rate remaining at 98.90%.
PESCO (Peshawar) resolved 14,609 out of 14,860 complaints, which stands at 98.31%.
HAZCO () resolved 3,366 out of 3,398 complaints, with their rate at 99.06%.
QESCO (Quetta) resolved 9,441 out of 9,528 complaints, which is 99.09%.
TESCO (Tribal) resolved 28 out of 31 complaints, which is 99.09%.
These details reflect excellent coordination among all power distribution companies (DISCOs) and their seriousness towards consumer service.
Increase in Transparency and Public Trust
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.
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.
