Over 100 power officials face disciplinary action in nationwide accountability drive

The federal government has launched a nationwide accountability drive across power distribution companies after a review of consumer complaint data identified more than 100 field officers for poor performance and failure to resolve complaints on time.

Energy Minister Awais Leghari has directed all power distribution companies (DISCOs) to take immediate action against the worst-performing Sub-Divisional Officers (SDOs) and Executive Engineers (XENs) following a review conducted through the Customer Complaint Management System.

According to the Power Division, the assessment covered the period from October 1, 2025, to March 31, 2026, and revealed what officials described as a highly concerning pattern of negligence and weak performance in addressing consumer complaints.

The ministry has instructed DISCOs to begin disciplinary proceedings without delay against the identified officers. The measures include suspension, transfers to non-operational or non-sensitive posts and compulsory retirement in cases of continued poor performance.

Some distribution companies have already acted on the directives. PESCO has suspended three SDOs and one XEN, while SEPCO has suspended one SDO and one former XEN for failing to resolve complaints within the required timeframe.

The Power Division said lists of the worst-performing officers have been shared with the chief executive officers of all distribution companies, who have been directed to initiate departmental action and closely monitor complaint-resolution performance going forward.

Leghari expressed disappointment over the continued failure of some officials to address consumer complaints despite the availability of the 118 helpline, which was established as a direct communication channel between electricity consumers and distribution companies.

Officials who fail to take the system seriously are undermining the government’s efforts to improve customer service and make power distribution companies more responsive to consumers, the minister said, adding that poor performance is not merely an administrative failure but an injustice to the people of Pakistan.

Alongside disciplinary action, the government has ordered the implementation of a weekly monitoring mechanism at divisional and sub-divisional levels to track complaint-resolution rates and identify problem areas more quickly.

Crackdown is part of the government’s wider effort

The Power Division also announced that performance rankings of all SDOs and XENs will be published every quarter, creating a formal accountability mechanism aimed at increasing transparency across the electricity distribution sector.

The crackdown is part of the government’s wider effort to improve service delivery in the power sector, where unresolved consumer complaints remain a persistent source of public frustration. Officials said digital monitoring and governance reforms would continue to be used to assess the performance of distribution companies and their field officers.

The ministry said the ultimate objective is to ensure that electricity consumers receive timely, reliable and respectful service while improving accountability throughout Pakistan’s power distribution network.