Every electricity user may, at some point; face service issues power outages, billing errors, faulty meters, or voltage fluctuations. At PESCO (Peshawar Electric Supply Company), a structured process exists to handle these concerns efficiently. Knowing the lifecycle of an electricity complaint at PESCO can help consumers raise issues correctly, follow the resolution timeline, and avoid unnecessary stress.

PESCO receives hundreds of complaints daily, and most are resolved within a set timeframe based on the type of issue. To ensure your complaint isn’t related to a simple billing misunderstanding, it's advised to use the PESCO online bill check first. This quick verification often helps users distinguish between genuine technical issues and billing cycles or unit errors.

Step One: Registering Your Complaint with PESCO

Where and How to File a Complaint

PESCO allows multiple complaint registration methods. You can call the helpline, visit your nearest sub-division office, or submit an online form through the official website. Complaints range from load shedding, low voltage, overbilling, to transformer damage and power theft reports.

While phone calls are effective for urgent power faults, written or online complaints provide better documentation for future reference. Make sure to include your reference number, address, and detailed description of the issue.

Complaint Categorization by Type

Once your complaint is received, PESCO’s system categorizes it based on urgency and nature. For instance, a fallen pole or a burning transformer is treated as a priority. In contrast, billing queries or slow meters may fall under routine investigation.

This internal classification helps the field staff allocate resources more effectively. Each category also has its own timeline. Power failure complaints are addressed faster than billing disputes.

Step Two: Acknowledgment and Initial Review by Staff

Complaint Number and Tracking

After submission, consumers receive a unique complaint ID via SMS or online notification. This number is essential for tracking your complaint at every stage. You can use it to check updates on the official portal or follow up through the helpline.

PESCO’s system automatically forwards the complaint to the relevant division office. A technician or officer is assigned the task, and they must respond within the assigned timeframe based on priority.

In many cases, complaints related to billing are directed to the accounts or metering department, while technical faults go to field technicians. At this point, officials may contact you for clarification or a site visit if needed.

Cross-Check with Meter and Records

If the complaint relates to overbilling or meter issues, PESCO staff compares your recent usage history. To verify the claim, they may inspect the meter, check recorded consumption, and compare it with the average over past months.

Consumers often use the PESCO bill calculator before filing such complaints to estimate what their bill should be. If the official data aligns with the calculator’s output, the issue may be resolved without a site visit. If not, further inspection follows.

Step Three: Field Investigation and Resolution Attempt

On-Site Inspection by Technicians

For technical complaints like frequent tripping, voltage issues, or transformer failure PESCO dispatches a team to visit the location. The technicians assess the fault, conduct equipment checks, and determine whether the problem is internal (user-side) or external (grid-side).

Depending on the situation, they may perform minor repairs on the spot or schedule a full repair if the damage requires advanced machinery or coordination. For more serious faults, like broken poles or major transformer malfunctions, extra teams are mobilized.

Users are usually informed about expected repair timelines and advised on safety precautions until the work is complete.

Logging Resolution and Reporting

After the site work, PESCO staff updates the system with findings and actions taken. If the issue is resolved, it’s marked as "closed" in the complaint tracking system. If the case needs further work like parts replacement or third-party inspection it’s marked as "pending" with a new expected completion date.

This update reflects in the complaint portal, allowing customers to view the current status in real time. If your issue persists even after the resolution is marked, you can reopen the complaint using your ID.

Step Four: Consumer Confirmation and Closure

Verifying the Solution

PESCO considers the complaint resolved only after the consumer confirms satisfaction. For physical faults, this usually happens through a callback or SMS confirmation. For billing issues, it may require verifying a corrected bill in the next cycle.

In most cases, customer satisfaction is necessary to close the file. If no response is received after a few days, the system auto-closes the complaint, but the file can still be reactivated if needed.

Feedback and Service Ratings

Consumers may also receive an optional survey link or call to rate the service. This feedback is reviewed internally and contributes to service improvement and accountability for field teams.

In districts where high complaint volumes occur during peak months, PESCO uses this data to improve staffing and shift schedules to respond faster.

Digital Tools to Track and Support Complaints

Real-Time Status Updates

PESCO's online portal allows users to log in with their reference number and track complaint status step-by-step. From submission to technician assignment and site visit, everything is listed clearly.

This transparency reduces confusion and prevents the need for repeated phone calls. Users can also upload supporting documents like meter pictures or past bills to strengthen their case.

Integration with Mobile Notifications

In addition to online access, users receive regular updates through SMS. These messages notify about complaint registration, technician assignment, expected repair times, and final closure. If further clarification is needed, consumers can respond directly to the messages or use the provided helpline extension.

This integration of digital tools with field operations is a big step toward improving complaint resolution timelines.

Conclusion

The process behind the lifecycle of an electricity complaint at PESCO is structured to bring fast, fair, and transparent resolution. From online registration to field inspections and final closure, each step involves trained staff, digital tools, and defined timelines. But the system only works smoothly when consumers also play their part by registering complete complaints, tracking progress, and responding during verification.

Timely communication, complete information, and regular tracking make all the difference.