Resolution of consumer complaints: DISCOs told to stick to Nepra timelines
ISLAMABAD: The government has directed all power Distribution Companies (DISCOs) to strictly adhere to the timelines prescribed by the National Electric Power Regulatory Authority (NEPRA) for resolution of consumer complaints, warning that action would be taken against officials responsible for delays. The direction was issued by Minister for Power Sardar Awais Ahmed Khan Leghari while chairing a…
The government has instructed all power Distribution Companies (DISCOs) to strictly adhere to timelines set by the National Electric Power Regulatory Authority (NEPRA) for handling consumer complaints, threatening action against officials who fail to meet deadlines. This directive was given during a review meeting chaired by Minister for Power Sardar Awais Ahmed Khan Leghari.
The meeting assessed DISCO performance, including complaints handled through Helpline 118, their timely resolution, and cases exceeding the allotted timeframe.
Around 1.64 million complaints were lodged through Helpline 118 in August 2026, with 99.18% successfully resolved. However, 5.05% were addressed after the prescribed period. Minister Leghari directed CEOs of DISCOs to monitor complaint resolutions closely and impose penalties on officials who don't meet deadlines. Quetta Electric Supply Company (QESCO) CEO reported issuing 38 show-cause notices to SDOs for tardiness in complaint resolution.
The meeting also examined complaints about power outages, line faults, and voltage issues, which made up about 77% of all complaints via Helpline 118. The minister emphasized the need to expedite resolution of these critical issues. Helpline 118 allows consumers to file electricity-related complaints directly in seven languages, track progress, and receive feedback upon resolution.
The system automatically escalates unresolved complaints to higher authorities. Leghari called for developing Helpline 118 into a robust, transparent, and reliable platform for electricity consumers, enabling wider participation in complaint registration, progress tracking, and timely resolution. He also suggested reviewing the existing DISCO performance monitoring system to boost customer service efficiency.
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