ISLAMABAD: The government has directed all power distribution companies (Discos) to initiate immediate disciplinary action against underperforming officers and staff responsible for delays in resolving consumer complaints, following a review of performance data from the Customer Complaint Management System (CCMS+), Pakistan’s national 118 helpline.
According to the Power Division, the directives were issued by Federal Minister for Power Sardar Awais Ahmad Khan Leghari after examining complaint-handling records covering the period from October 1, 2025, to March 31, 2026.
The review included complaints related to power outages, voltage fluctuations, line faults, and transformer tripping. The data revealed that tens of thousands of complaints were either resolved beyond the prescribed timelines or remained unattended, resulting in prolonged electricity disruptions for consumers across both urban and rural areas.
Based on the findings, the Power Division identified the worst-performing officers in each Disco, particularly Sub-Divisional Officers (SDOs) and Executive Engineers (XENs), and formally communicated their names to the respective chief executives for immediate departmental action.
Acting on the minister’s directives, Peshawar Electric Supply Company (Pesco) and Sukkur Electric Power Company (Sepco) have already initiated disciplinary proceedings, including suspensions, against officers found responsible for poor complaint-resolution performance.
Pesco suspended three SDOs and one XEN with immediate effect for misconduct and failure to meet performance targets reflected in the CCMS+ records. Similarly, Sepco suspended one SDO and one former XEN for poor performance in addressing complaints registered through the 118 helpline.
Expressing concern over the findings, Minister Leghari said the CCMS+ platform was established to strengthen communication between electricity consumers and service providers. He emphasized that negligence in handling consumer complaints undermines the government’s commitment to public service and consumer welfare.
The minister directed all Discos to complete disciplinary proceedings against identified officers in a time-bound manner under applicable service rules, including suspensions where necessary.
The Power Division stated that the accountability campaign extends beyond Pesco and Sepco. Other distribution companies, including Lesco, Gepco, Fesco, Iesco, Mepco, Hazeco, Hesco, Qesco, and Tesco, are also in the process of initiating disciplinary action against their respective worst-performing officers.
Story by Khaleeq Kiani
