IESCO Prioritizes Swift Customer Complaint Resolution with New Initiatives

Islamabad: Dr. Tahir Masood, Chairman of Islamabad Electric Supply Company (IESCO), has reaffirmed the company’s commitment to enhancing customer service through a series of initiatives aimed at improving administrative and operational functions. Under his leadership, IESCO has become one of Pakistan’s leading power distribution companies, known for its reliable power distribution system and consumer-friendly policies.

In a statement, Dr. Masood emphasized that the top priority for the current Board of Directors is to ensure the swift resolution of consumer complaints and provide the highest quality of service. To this end, IESCO has been holding daily “open kacharies” (public forums) at all operational Sub-Divisional Officer (SDO) offices since July 2024, to address and resolve customer issues.

These open kacharies have proven to be effective in promoting transparency and accountability. Over the course of these forums, IESCO has successfully resolved an impressive 52,318 out of 52,323 complaints filed by consumers, including issues related to wrong meter readings, power outages, delays in new connections, and faulty meters. The Chairman noted that this initiative has significantly reduced pending complaints, bolstering consumer trust and satisfaction.

Moreover, Dr. Masood revealed that IESCO has introduced digital online applications, enabling consumers to file complaints and make payments from the convenience of their homes. This step is part of the company’s broader strategy to modernize and streamline customer care services, ensuring that consumer concerns are addressed promptly and efficiently.

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These efforts reflect IESCO’s ongoing commitment to creating a customer-centric environment where every concern is handled with care and urgency. Dr. Masood assured that the company will continue to prioritize consumer welfare and strive to enhance the standards of service delivery in the future.