ISLAMABAD, Jun 3: Federal Minister for Power, Sardar Awais Ahmed Khan Leghari, on Wednesday issued strict directions to all electricity Distribution Companies (DISCOs) across Pakistan to initiate immediate disciplinary proceedings against their worst-performing Sub-Divisional Officers (SDOs) and Executive Engineers (XENs).
Acting swiftly on the minister’s directive, Peshawar Electric Supply Company (PESCO) and Sukkur Electric Power Company (SEPCO) have become the first DISCOs to initiate immediate disciplinary action — including suspension — against their worst-performing officers on account of failure in resolution of consumer complaints registered through the national 118 Call Centre system (CCMS PLUS), said a statement.
All remaining Distribution Companies (DISCOs) across Pakistan are in the process of initiating similar action against their respective worst-performing officers.
The minister’s directive followed his personal and comprehensive review of complaint handling performance data extracted from the Customer Complaint Management System (CCMS PLUS) — Pakistan’s national 118 call centre — covering the period from October 1, 2025 to March 31, 2026. The data, encompassing complaints related to power outages, voltage fluctuations, line faults, and transformer tripping, revealed a deeply alarming pattern of neglect. Tens of thousands of consumer complaints registered during the review period were either resolved late or left unattended within the stipulated resolution windows, directly resulting in prolonged electricity disruptions for citizens across urban and rural areas alike.
The Power Division identified the worst-performing officers in each DISCO on the basis of complaints resolved late under their respective jurisdictions and formally communicated these lists to the Chief Executives of all DISCOs for immediate departmental action.
Minister Sardar Awais Ahmed Khan Leghari expressed grave disappointment over the failure of the identified officers to fulfil their primary duty of ensuring timely redressal of consumer complaints. He stated that the 118 call centre platform was established specifically to bridge the gap between citizens and electricity service providers, and that any officer treating this system with indifference is directly undermining the government’s commitment to consumer welfare. He directed that disciplinary proceedings — including suspension where warranted — be initiated against all identified officers without delay and concluded in a time-bound manner under the applicable service rules.
PESCO has suspended 3 SDOs and 1 XEN with immediate effect on account of misconduct, citing failure to meet prescribed performance targets as reflected in CCMS data. The suspended SDOs — presently working in Gulberg, Shahi Bagh, and Sethi Town/Dalazak Sub-Divisions under Peshawar Circle — have been attached with the General Manager (Operation) PESCO HQ for regular attendance. The suspended XEN, posted at Mardan-I Division, has been attached with the Superintending Engineer (Operation) Mardan Circle. Additionally, the XEN (Operation) Swabi-I Division has been placed under suspension on account of misconduct and attached with the Superintending Engineer (Operation) Peshawar Circle. During the suspension period, These orders have been issued with the approval of the Competent Authority/CEO PESCO.
SEPCO has suspended 1 SDO and 1 XEN (former) with immediate effect on account of misconduct as worst performers in resolution of complaints at 118. Sajjad Ali Memon, SDO Operation Sub-Division Rohri, and Mairajuddin Shaikh, the then Executive Engineer (Ops) Division Sukkur — currently serving as Executive Engineer Construction Division Sukkur — have both been attached with SEPCO Headquarters for marking attendance. These orders have been issued with the approval of the CEO, SEPCO.
The accountability drive is not limited to PESCO and SEPCO. All other DISCOs — including LESCO, GEPCO, FESCO, IESCO, MEPCO, HAZECO, HESCO, QESCO, and TESCO — are in the process of initiating disciplinary proceedings against their respective worst-performing officers identified through CCMS PLUS data. Across these DISCOs, a combined over 100 SDOs and XENs have been identified as worst performers and are facing imminent departmental action, including show-cause notices, suspension, and transfer to non-operational postings.
The minister further directed all DISCOs to implement an enhanced weekly monitoring mechanism to track complaint resolution rates at both the sub-divisional and divisional levels. Officers who continue to demonstrate consistent failure in complaint management will face escalated actions, including suspension, transfer to non-operational postings, and compulsory retirement. The Power Division has also announced that performance rankings of all SDOs and XENs will be published on a quarterly basis and made available to the public, reinforcing the government’s commitment to transparency and accountability in the power sector.
Sardar Awais Ahmed Khan Leghari reiterated that the present government is fully committed to ensuring that every electricity consumer in Pakistan receives the timely, reliable, and respectful service they are entitled to. He emphasised that poor performance by field officers is not merely an administrative failure — it is a failure toward the citizens of Pakistan, and the government will not allow it to continue. He made clear that officers found guilty of continued negligence will face escalated disciplinary actions, including suspension, transfer to non-sensitive postings, and compulsory retirement.
The Power Division remains resolute in its mission to transform Pakistan’s power distribution sector into a truly performance-driven, consumer-centric system where every complaint is treated as a priority and every consumer’s right to timely service is upheld without compromise.
The Government of Pakistan, through ongoing digitization and governance reforms in the power sector, is actively monitoring and scrutinizing the operational efficiency of all Distribution Companies (DISCOs). As part of the relaunch and strengthening of the 118 CCMS (Customer Complaint Management System), a comprehensive digital database of consumer complaints is now being maintained, enabling real-time tracking of complaint types, resolution timelines, and compliance with service standards. The system records detailed information on the nature of faults, resolution timeframes, and any mishandling of complaints at sub-division and division levels. This reform has significantly enhanced the government’s ability to objectively assess the performance of field formations and evaluate the efficiency of human resources deployed across DISCOs.
