Federal Minister for Power Sardar Awais Leghari Friday inaugurated the upgraded public helpline 118, calling it a significant technological step towards transparency and self-accountability in the energy sector, reported 24NewsHD TV channel.
Speaking at the launch ceremony, Leghari said the revamped helpline will allow consumers to file complaints free of charge, directly into the system, without needing an intermediary. Complaints will also be traceable, and consumers will be able to register them in seven different languages.
The minister explained that once a complaint is marked resolved, a robotic feedback call will automatically be made to the complainant. If the issue remains unresolved, the complaint automatically reactivates.
Leghari stressed that the new system will expose operational shortcomings across all levels: “In this program, even the mistakes of a lineman will come to light, and we too will have to take responsibility for them.”
He said the initiative represents a cultural shift within the energy bureaucracy: “After today, one incompetence will come to light for which we will have to take responsibility, and then take corrective measures.”
Leghari also reflected on past experiences, noting that even during his earlier tenure as minister in 2017–2018, certain officials “worked independently and did not listen to anyone,” highlighting a lack of systemic oversight.
He urged CEOs of electricity distribution companies to fully support and implement the system, warning that data manipulation would undermine its purpose.
“This step will affect every electricity consumer in the country,” he said. “We are the customers of the people — and we must become more customer-friendly than we have ever been.”
The Power Ministry hopes the upgraded 118 helpline will create uniform treatment of consumers, reduce delays in complaint resolution, and increase public trust in the sector.
