Power Division orders disciplinary action against Discos staff over delayed complaint resolution

The Power Division has directed power distribution companies (Discos) to initiate disciplinary proceedings against underperforming officers and staff after a review found delays and lapses in resolving consumer complaints registered through the national 118 call centre.

The directives were issued by Power Minister Awais Leghari after a review of complaint-handling data from the Customer Complaint Management System (CCMS+) for the period between October 1, 2025, and March 31, 2026.

According to the Power Division, the reviewed complaints related to power outages, voltage fluctuations, line faults and transformer tripping.

The data showed that tens of thousands of consumer complaints were either resolved late or remained unattended within the prescribed resolution timelines, causing prolonged electricity disruptions in urban and rural areas.

The Power Division identified the worst-performing officers in each Disco on the basis of delayed complaint resolution within their respective jurisdictions.

The lists were formally sent to chief executives of all Discos for departmental action against sub-divisional officers (SDOs) and Executive Engineers (Xens).

Following the directives, Peshawar Electric Supply Company (Pesco) and Sukkur Electric Power Company (Sepco) initiated disciplinary action, including suspensions, against officers identified as poor performers in complaint resolution.

Pesco suspended three SDOs and one Xen with immediate effect on misconduct charges for failing to meet performance targets reflected in CCMS+ data.

Sepco also suspended one SDO and one former Xen with immediate effect on misconduct charges after they were identified among the worst performers in resolving complaints received through 118.

The Power Division said similar proceedings were being initiated by other Discos, including Lesco, Gepco, Fesco, Iesco, Mepco, Hazeco, Hesco, Qesco and Tesco.

Power Minister Awais Leghari expressed disappointment over the failure of the identified officers to ensure timely redressal of consumer complaints.

He said CCMS+ had been established to connect citizens with electricity service providers, and failure to act on complaints undermined the government’s consumer welfare objectives.

The minister directed that disciplinary proceedings, including suspension where warranted, be initiated without delay and completed within the prescribed timeline under applicable service rules.