ISLAMABAD: The government on Wednesday launched a revamped nationwide power-sector complaints helpline, promising faster response, real-time tracking and an end to political pressure in resolving electricity issues.
Federal Minister for Power Sardar Awais Leghari inaugurated the upgraded 118 helpline, calling it a major push for transparency and customer care.
He further said that electricity consumers can now file complaints directly into a centralized digital system, without using political contacts or middlemen. Each complaint will be tracked online, resolved within a fixed time and verified through an automated feedback call to the consumer. If it remains unresolved, the system will automatically reopen the case.
He described the move as a turning point for the power sector and a key step to restore public trust. The helpline will be available in seven languages, making it accessible to consumers across the country. For the first time, he added, all complaints will be officially logged, monitored and audited on a single national platform.
Performance data of all Discos will be digitally captured and analyzed. Based on this data, well-performing utilities and staff will be rewarded, while poor performers will face strict action.
“This is our year of customer care,” Leghari said, urging CEOs of companies to ensure the system works effectively. “Every incompetence will now come to light, and we will have to take responsibility for it.”
He credited Prime Minister Shehbaz Sharif for backing what he termed “politically difficult but necessary” reforms in the power sector. It would introduce self-accountability at all levels of the electricity supply chain, from linemen in the field to top management.
