For electricity consumers, complaints about power services often remain part of everyday life. Now, the government wants to hear directly from them.
The federal government has ordered all power distribution companies (DISCOs) to launch consumer perception surveys without further delay.
The exercise will measure how satisfied customers are with the services and performance of their respective DISCOs.
Federal Minister for Energy (Power Division) Sardar Awais Ahmad Khan Leghari issued the directive during a meeting with relevant authorities.
He instructed all DISCOs to finalize the survey methodology, assessment criteria and schedule so the process can begin promptly.
DISCOs to Measure Consumer Satisfaction
The proposed electricity consumer perception survey will focus on customers’ experiences with DISCO services.
According to the directive, the findings will help authorities understand how consumers view the performance and services provided by power distribution companies.
Leghari said the survey criteria should follow parameters established by the National Electric Power Regulatory Authority (NEPRA).
This alignment aims to ensure that consumer feedback receives meaningful consideration within the existing regulatory framework.
Moreover, the government intends to use the findings as an input for future policymaking.
The results could therefore provide authorities with a clearer picture of consumer satisfaction across the power distribution sector.
Survey to Take Place Every Six Months
The Power Division has also set a regular schedule for the proposed exercise.
The survey will take place every six months, allowing authorities to collect consumer feedback on a continuing basis.
Furthermore, the annual schedule must include at least one survey during the summer.
The summer period is included as a mandatory part of the schedule under the directive.
Leghari also instructed the relevant authorities to complete the approval process at the earliest.
Once approved, the survey exercise can begin without further delay.
Government Seeks Honest Feedback From Consumers
The minister described the survey as more than a routine administrative exercise.
He said it reflects the government’s focus on consumer welfare and improving the quality of public services.
Therefore, consumer responses will form an important part of the exercise rather than serving only as a formal requirement.
Leghari also urged electricity consumers to provide honest feedback when they participate in the surveys.
According to the minister, their responses can help identify areas requiring improvement within power distribution companies.
The feedback could also support stronger institutional performance and more informed decision-making in the power sector.
Consumer Feedback to Shape Future Power Policies
The government’s decision places consumer feedback at the centre of its latest effort to assess DISCO performance.
Instead of relying only on administrative assessments, the planned surveys will provide consumers with a direct opportunity to share their experiences.
The six-month schedule will also allow authorities to review feedback regularly rather than waiting for a single annual assessment.
At the same time, requiring a summer survey will ensure that consumer perceptions are captured during that period each year.
For consumers, the exercise provides a formal channel to express their views about the services they receive.
For the government, the findings are expected to offer useful input for future policymaking and efforts to improve service quality.
The success of the exercise will ultimately depend on how effectively DISCOs conduct the surveys and how authorities use the feedback.
With the Power Ministry now seeking regular consumer input, electricity users will have a direct opportunity to tell authorities how they view power distribution services.
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