FAISALABAD, Oct 22 (APP):Faisalabad Electric Supply Company (FESCO) resolved 274,990 out of 275,281 complaints received through its 118 helpline in September 2026, achieving a disposal rate of nearly 99.9 percent as part of its efforts to improve consumer services and ensure prompt redressal of electricity-related grievances.
FESCO spokesman said here on Thursday that under the directions of FESCO Chief Executive Engineer Muhammad Amir, the company is continuing measures to improve quality of customer services, ensure timely transmission of complaints to relevant offices and strengthen monitoring of their resolution.
The process is being supervised by General Manager Customer Care and Services Madam Sadaf Naz and Chief Engineer Customer Services Muhammad Saeed, with particular emphasis on prompt action, continuous follow-up and effective coordination between customer service departments and field offices, he added.
General Manager Customer Care and Services Madam Sadaf Naz said that consumer confidence was one of FESCO’s most valuable assets, adding that timely resolution of complaints was essential to strengthening public trust and improving service delivery.
She directed the concerned officers and field offices to take immediate action whenever a complaint was received and keep consumers informed about progress in resolving their grievances.
Such measures would not only enhance consumer confidence but also help improve the overall standard of customer care, she added.
Chief Engineer Customer Services Muhammad Saeed emphasized that effective coordination between customer service officials and field offices was crucial to resolving complaints promptly.
He said that the concerned officers should assess the nature of each complaint immediately and take swift measures to restore electricity or rectify technical faults.
Giving details of company’s performance during September 2026, Deputy Director Complaints Hafiz Muhammad Shahzad said that total 275,281 complaints were registered through helpline 118 under the Customer Complaint Management System (CCMS), out of which 274,990 were resolved during the month.
According to the circle-wise breakdown, Faisalabad First Circle received 93,612 complaints and resolved 93,483 while Faisalabad Second Circle received 78,692 complaints and disposed of 78,647.
Jhang Circle received 8,098 complaints, of which 8,093 were resolved whereas Sargodha Circle addressed 56,778 out of 56,859 complaints received during the month.
Similarly, Mianwali Circle resolved 28,451 of its 28,475 complaints while Toba Tek Singh Circle settled 9,538 out of 9,545 complaints.
Madam Sadaf Naz urged electricity consumers to use FESCO’s helpline 118 to register power-related complaints and provide their correct electricity connection reference number, contact number, location and a clear description of the issue.
She said that providing complete and accurate information would help ensure the prompt forwarding of complaints to the relevant offices and facilitate their timely resolution.
Source: APP (Associated Press of Pakistan)
