KARACHI: K-Electric (KE) has been praised for its performance turnaround and customer-centric approach, setting a benchmark for other power distribution companies (DISCOs) in Pakistan. The recognition came during a visit by Amir Ahmed Shaikh, Member (Incharge) of the Wafaqi Mohtasib (Ombudsman)’s Secretariat, Regional Office Karachi.
During his visit to KE’s head office and the Mega Centre at Tipu Sultan IBC, Shaikh commended KE’s 95% compliance rate in addressing customer complaints. “While other DISCOs are making efforts, KE stands out,” he remarked, emphasizing the company’s commitment to continuous improvement and customer empathy.
Welcomed by KE CEO Moonis Alvi and senior leadership, Shaikh was briefed on KE’s digital transformation, expansion beyond Karachi, and operational improvements since privatisation. KE has reportedly doubled its customer base and halved its transmission and distribution losses. However, challenges such as bill recovery and power theft in 30% of its feeder network persist.
Shaikh directed KE to share its practices and guide other DISCOs on customer service and digital innovation. “KE’s approach shows how sustainable, service-oriented utilities can support national productivity,” he noted.
Alvi reiterated KE’s commitment to remaining a customer-focused organization and implementing ombudsman decisions. “We aim to create win-wins for both customers and stakeholders,” he said.
With fewer than 13,800 complaints filed during Shaikh’s tenure and nearly 95% resolved, KE leads the sector in consumer compliance. The ombudsman also applauded KE’s professionalism and stressed the need for evidence-based reforms in the power sector to drive national progress.
