118 helpline brings faster, multilingual relief for power consumers

ISLAMABAD: The Power Division’s initiative of 118 helplines (customer complaint management system) to facilitate electricity consumers of power distribution companies across the country has provided a well-organized platform for users to register complaints about electricity issues in seven languages.
“This is a great initiative of Prime Minister Shahbaz Sharif’s government. I dialed the free 118 toll number and registered a complaint about an electricity fault in the line to my house—in Punjabi—which was resolved within 24 hours,” said Abdul Ghafoor, a consumer of the Gujranwala Electric Supply Company (GEPCO).
The initiative was launched last month by Federal Minister for Power Sardar Awais Ahmad Khan Leghari. Through this helpline, consumers can register electricity-related complaints free of cost, which are tracked and traced through the system. Consumers can file complaints directly rather than through an intermediary, and the service supports seven different languages. Once a complaint is resolved, the concerned consumer receives an automated feedback call. If the issue remains unresolved, the complaint automatically becomes active again.
“Customer satisfaction is very important to us. We welcome positive feedback, but if we have not met your service expectations, we want to know that as well. Our staff is committed to treating complaints seriously and resolving them as quickly and fairly as possible. You may lodge a complaint verbally or in writing; however, we advise submitting it in writing, as accurate information helps us resolve the matter promptly. You may also attach any relevant documents,” stated the Power Information Technology Company (PITC).
According to PITC, each complaint is auto-acknowledged within 24 hours. The company investigates and coordinates with relevant parties to resolve the issue. Distribution companies are expected to resolve complaints within 14 days of receipt. If a complaint requires a more complex investigation, consumers will be notified of an extension. Consumers are kept informed of the status of their complaints throughout the process.
“If the Prime Minister, the field marshal, and previous governments had not supported us, we would not have achieved much. From today onward, every single instance of incompetence will come to light, and we will have to take responsibility for it,” said Awais Leghari.
The minister added that transparency is being ensured in the Power Division. “Self-accountability is impossible unless we expose our own shortcomings. Through this helpline, mistakes at every level — even those made by linemen — will surface,” he said.