Punjab Launches New 118 Helpline for Electricity Complaints – Quick Response System Introduced

Punjab has officially launched a new 118 electricity complaint helpline, introducing a faster and more responsive system for addressing public issues related to electricity breakdowns, billing errors, connection faults, transformer failures and load complaints. The launch marks an important step towards improving public facilitation, reducing delays in complaint resolution, and creating a more accountable energy management structure across the province. The new helpline is now fully active and ready to serve millions of electricity consumers in Punjab.

According to the provincial authorities, the 118 helpline has been introduced to make the complaint process simpler, more direct, and more efficient. For years, citizens struggled with slow responses, long queues at electricity company offices, and complicated complaint channels. The new system is designed to eliminate these issues and provide a centralized platform where any electricity-related complaint can be registered instantly.

The government has emphasized that improving the electricity complaint system was one of its top governance priorities because it affects households, businesses, industries, agriculture and small commercial users alike. By ensuring that customer queries and technical complaints reach the right teams without delay, the province expects service delivery to improve significantly.

Quick Response Teams Deployed

One of the most important developments under the new system is the deployment of Quick Response Teams (QRTs). These teams will be responsible for addressing urgent technical complaints such as local faults, tripping issues, broken wires, transformer overheating, and feeder-related disruptions.

Officials involved in the project stated that these teams have been trained and equipped with modern diagnostic tools to resolve issues faster than before. Many electricity outages that previously took several hours to fix can now be addressed in a much shorter time period with better coordination.

The helpline will immediately forward emergency complaints to the respective electricity company, ensuring that no complaint gets stuck in long administrative chains. This is expected to improve reliability in areas that previously faced repeated faults and slow maintenance responses.

One Number for the Entire Province

The government has clarified that 118 is now the unified electricity complaint number for Punjab. Regardless of the electricity distribution company operating in the area—such as LESCO, MEPCO, FESCO, GEPCO, IESCO or others—citizens can simply dial 118 and get assistance.

Previously, each distribution company operated its own complaint number, leading to confusion for many users. A unified number helps in standardizing the complaint process and ensures that the public can easily remember the helpline without searching for different contact details.

Additionally, the call center established for the 118 service will operate round the clock, ensuring that consumers can register complaints any time of the day, especially during emergencies such as transformer failures or nighttime outages.

Faster Billing Complaint Resolution

Apart from technical faults, billing complaints form one of the largest categories of public grievances. Many citizens often receive incorrect meter readings, overbilling, or delayed bill issuance. The new helpline has introduced a separate billing assistance desk where customers can:

• Register wrong meter reading complaints
• Report overbilling or double billing
• Get bill correction guidance
• Request duplicate bills
• Check payment status

Officials have also highlighted improvements in the backend data system. Once a billing complaint is lodged, it is digitally forwarded to the concerned subdivision for verification. This reduces the time required for corrections and ensures transparency in the process.

Monitoring and Accountability System

To ensure that complaints are resolved on time, the government has also established a monitoring and accountability system linked to the 118 helpline. Complaints that are not addressed within the designated time frame will be escalated to senior officials. This system aims to reduce negligence and encourage timely service provision.

Monthly reports will be generated to analyze complaint trends, repeated fault areas, high-loss zones, and distribution weaknesses. The data will help the energy department identify problem areas and plan long-term infrastructure improvements.

Public Awareness Drive Launched

To make the public aware of the new facility, the Punjab government has started a province-wide information campaign. Announcements, digital media updates, TV tickers, and public service messages are being used to spread awareness about the 118 helpline.

Electricity consumers have been encouraged to stop visiting offices for minor issues and instead use the helpline for quick assistance. This is expected to not only save the public’s time and money but also reduce pressure on physical customer service centers.

Expected Benefits for Citizens

Authorities believe that the introduction of the 118 helpline will bring several key benefits for electricity users in Punjab. These include:

• Faster complaint registration
• Reduced waiting times
• Better tracking of complaints
• Quick Fault Repair via QRTs
• Centralized assistance for all electricity matters
• Transparent billing complaint workflow
• 24/7 customer support availability

Experts also note that a unified helpline helps governments identify electricity distribution gaps and plan better investments for grid stability.

A Step Toward Modern Governance – Punjab 118 Electricity Complaint Helpline Launch by Punjab Govt

The launch of the 118 helpline is being viewed as part of Punjab’s broader governance reforms aimed at digital public services and improved citizen facilitation. The government is working on integrating more utility complaint systems, service centers, and public grievance tools into a unified digital ecosystem.

Energy officials expressed confidence that the centralized helpline will become a model for other provinces. It sets an example of how technology can be used to streamline public services, build trust, and improve coordination between citizens and government departments.