Immediate Redressal of Customer Complaints Top Priority, Says IESCO Chief Engineer Operations

The poor performance of a few individuals brings the efforts of hardworking employees into question.

By DTD- On Jun 18, 2025

ISLAMABAD – On the special directives of IESCO Chief Executive Muhammad Naeem Jan, Chief Engineer Operations Muhammad Kashif Shah chaired an emergency meeting at the IESCO Head Office on June 18, 2025, focusing on urgent redressal of consumer complaints and improving service quality.

Addressing the meeting, Muhammad Kashif Shah expressed serious concern over reports received at IESCO headquarters regarding delayed resolution of power outages, late replacement of damaged transformers, frequent feeder tripping, and the non-responsiveness of complaint office phone lines — especially during bad weather conditions. He made it clear that such negligence is unacceptable and goes against IESCO’s vision of being a customer-centric power utility.

“Our customers are our top priority. No matter the circumstances — be it extreme weather or manpower shortage — it is our professional and moral responsibility to provide uninterrupted and efficient service,” he emphasized.

Highlighting his commitment to transparency and accountability, the Chief Engineer said he has initiated surprise visits to complaint offices and is personally calling helpline numbers to verify on-ground performance. He warned that immediate disciplinary action will be taken against any staff found negligent in their duties.

“The poor performance of a few individuals brings the efforts of hardworking employees into question. We will not let such elements tarnish the image of IESCO or demoralize our committed workforce,” Shah stated firmly.

He further informed that IESCO is actively replacing weak and overloaded transformers and is bifurcating overloaded feeders to reduce tripping and improve system reliability. All available resources, he added, are being utilized to deliver quality power supply and responsive customer service.

Reiterating the company’s slogan — Customer-Friendly IESCO — Shah stressed that direct engagement between field officers and consumers must be ensured to resolve issues swiftly and restore public trust in the organization.