The Power Division has directed immediate disciplinary action against underperforming officers and employees working in electricity distribution companies (Discos) after a nationwide review revealed widespread delays in resolving consumer complaints.
According to official details, Power Minister Awais Leghari ordered strict accountability measures following an extensive assessment of complaint records collected through the Customer Complaint Management System (CCMS+) and the national 118 helpline. The review covered the period from October 1, 2025, to March 31, 2026, and focused on complaints related to power outages, voltage fluctuations, line faults, and transformer failures.
The findings highlighted a concerning trend of delayed complaint resolution, with thousands of consumer grievances either addressed beyond the prescribed time limits or left unresolved altogether. Authorities noted that these delays directly contributed to prolonged electricity disruptions, affecting consumers across both urban and rural areas of Pakistan.
Based on performance data, the ministry identified the worst-performing officers in each distribution company. Lists of these officials have been formally forwarded to the chief executives of all Discos with instructions to initiate departmental proceedings against responsible Sub-Divisional Officers (SDOs) and Executive Engineers (XENs).
The Power Division stated that Minister Awais Leghari expressed serious concern over the negligence displayed by the identified officers. He emphasized that ensuring timely resolution of consumer complaints is a fundamental responsibility and directed that disciplinary proceedings, including suspensions where necessary, be completed without delay under applicable service regulations.
The minister also reiterated that the CCMS+ platform was introduced to strengthen communication between electricity consumers and service providers. Any negligence in responding to complaints through this system, he said, undermines the government’s commitment to improving customer service and public trust.
Following the ministry’s directives, Peshawar Electric Supply Company (Pesco) and Sukkur Electric Power Company (Sepco) have already taken action against several officers. Pesco suspended three SDOs and one XEN, while Sepco suspended one SDO and one former XEN over poor complaint-handling performance reflected in official records.
The accountability drive is expected to continue across other major electricity distribution companies, including Lesco, Gepco, Fesco, Iesco, Mepco, Hazeco, Hesco, Qesco, and Tesco. These organizations have also been instructed to launch disciplinary proceedings against officers responsible for delayed complaint resolution.
Officials believe that these measures will improve service delivery, reduce power-related disruptions, and ensure greater accountability within Pakistan’s electricity distribution system. The initiative reflects the government’s broader efforts to enhance consumer satisfaction and strengthen operational efficiency in the power sector.
