The Power Ministry has directed all power distribution companies (DISCOs) to conduct consumer perception surveys without further delay.
The directive was issued by Federal Minister for Energy Sardar Awais Ahmad Khan Leghari during a meeting. He asked all DISCOs to finalize the survey methodology, criteria, and schedule.
The surveys will measure customer satisfaction with the services provided by power distribution companies. They will also help authorities assess the overall performance of DISCOs.
Leghari instructed DISCOs to ensure that survey criteria follow the parameters established by the National Electric Power Regulatory Authority (NEPRA).
The minister said this alignment would ensure that consumer feedback receives meaningful consideration. It would also help authorities use the findings for future policy decisions.
The Power Ministry has asked relevant authorities to complete the approval process at the earliest. The survey process should begin without unnecessary delays after the required approvals.
The consumer perception survey will be conducted every six months. The annual schedule must include at least one survey during the summer season.
The summer survey will provide authorities with consumer feedback during a period of higher electricity demand. This could help identify service-related concerns during that period.
Leghari said the exercise should not be treated as a routine administrative activity. He linked the initiative with the government’s focus on consumer welfare.
The minister also emphasized the importance of improving service quality for electricity consumers. Regular feedback can help institutions identify areas that require attention.
Consumers have also been encouraged to participate honestly in the survey. Leghari said genuine feedback would help improve institutional performance.
The information collected through the exercise will provide useful input for future policymaking. It can also support more informed decisions within the power sector.
The survey framework will be based on criteria aligned with NEPRA’s parameters. This is intended to make consumer feedback more meaningful and consistent.
DISCOs will be responsible for completing the methodology and scheduling requirements. They will then proceed with the surveys after the approval process is completed.
The six-month survey cycle will create a regular system for measuring customer satisfaction. Authorities will be able to compare feedback across different periods.
The requirement for a summer survey adds another important element to the schedule. Consumers will have an opportunity to report their experiences during peak seasonal demand.
The Power Ministry expects the exercise to strengthen communication between electricity providers and consumers. Feedback can help highlight problems affecting service delivery.
The initiative also gives consumers a formal channel to share their views about DISCO services. Their responses can contribute to institutional reviews and future reforms.
The government believes consumer feedback can support greater transparency in the power sector. It can also help authorities make decisions based on public experience.
The Power Ministry has therefore directed DISCOs to move forward with the exercise promptly. The surveys will become a recurring part of consumer service assessment.
The initiative covers all power distribution companies under the federal government’s direction. It aims to establish a consistent approach toward measuring customer satisfaction.
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Once implemented, the surveys will provide regular information about consumer perceptions. The findings are expected to assist policymakers in improving electricity services and institutional performance.
