Islamabad, Feb 8: The Ministry of Energy (Power Division) has introduced an advanced automated electricity complaints redressal system, designating all members of the Punjab Provincial Assembly (MPAs) as priority consumers. This new initiative aims to enhance the speed and efficiency of resolving electricity-related grievances within the timeframes set by the National Electric Power Regulatory Authority (NEPRA).
According to a letter from Federal Minister for Energy, Sardar Awais Ahmad Khan Leghari, the MPs of Punjab will now have their complaints handled promptly through the 118 helpline, bypassing the need for direct interactions with Distribution Companies (DISCOs). This move is part of the government’s broader efforts to foster a customer-centric approach within Pakistan’s power sector.
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The system promises increased transparency and efficiency, as it ensures strict monitoring of complaint resolution. A new electricity complaints resolution time matrix has also been introduced, setting clear timelines for different types of issues. Power outages will be addressed within 3 hours and 15 minutes, electric fire complaints will be resolved within 1 hour, and meter defects will be fixed within 10 to 15 days, depending on the nature of the issue. Additionally, electricity theft cases will be dealt with within 24 hours.
Further ensuring swift resolutions, cases of bribery, corruption, and billing discrepancies will be investigated within 7 days, while new connections, reconnections, and load-shedding schedules will be managed according to specified timeframes. The initiative is also subject to oversight by the Chief Minister of Punjab, as indicated in the official communication.
The government is encouraging consumers to use the 118 complaint helpline for an efficient and transparent handling of their issues. This marks a significant step in improving service delivery, increasing accountability, and ensuring the timely resolution of electricity-related concerns across the country.
