ISLAMABAD: Federal Minister for Power Sardar Awais Ahmad Khan Leghari on Friday launched the national helpline 118, a dedicated platform for electricity consumers to register power-related complaints free of cost. He directed the CEOs of all electricity distribution companies (Discos) to ensure the accuracy and integrity of data fed into the system, warning that any manipulation would render the initiative ineffective.
The new helpline allows consumers to lodge complaints directly — without intermediaries — in seven languages. Each complaint will be tracked digitally, and once resolved, the system will generate an automated feedback call. If an issue remains unresolved, the complaint will automatically reactivate.
Leghari said the initiative marks a major step toward transparency and self-accountability in the power sector. “From today, every instance of incompetence will come to light, and we will have to take responsibility,” he said, adding that the Power Division must immediately act whenever responsibility is established.
He noted that electricity-related grievances dominate public complaints at political offices, underscoring the sector’s broad impact. “We are the public’s customer care, and no one can serve them better than us. This initiative will benefit electricity consumers nationwide,” he remarked.
The minister stressed the importance of reliable data from Discos. “We depend on Discos and their data. If the data is tampered with, the entire system becomes useless. We must free the public from long-standing issues,” he said. Staff, he added, would be rewarded once the system proves effective.
Leghari reiterated that uninterrupted electricity supply remains the government’s top priority. He said the new system will expose every error, including those made at the lineman level, helping eliminate the long-standing “recommendation culture” that has influenced decision-making in power-sector operations.
“The Prime Minister aims to end this culture across all departments. SDOs and XENs must resolve issues promptly and ensure they don’t linger,” he emphasized.
Calling the helpline a vital step forward, Leghari said the initiative will bring unprecedented transparency and hold every official accountable for lapses.
Story by Mushtaq Ghumman
