By introducing a new helpline which specifically addresses electricity related complaints, the Lahore Electric Supply Company (LESCO) has made a significant stride towards making the customer service even better.
This initiative was introduced by the Federal Minister of Energy (Power Division), Sardar Awais Ahmed Khan Leghari, in line with the overall vision of the government to make the consumers easy and modernize utility services. In case you are experiencing power outages, billing and other electricity related problems, then this new system is meant to ensure that your voice is heard and your problems are solved faster than ever.
During this is a full breakdown of the way the new LESCO helpline is running and what a consumer should know.
LESCO Complaint Registration Process
Previously, the process of leaving a complaint and following up on it might be a frustrating experience to the consumer. The new LESCO helpline is expected to remove these challenges by providing an easy and fast registration process.
After a consumer has placed a complaint using the helpline:
The issue is immediately forwarded to the concerned local office.
The authorities start working on the issue.
When the problem is resolved, the appropriate office records the status of the complaint in the internal system portal as resolved.
LESCO Automated Robotic Call Verification
The greatest improvement that has been made in this new system is the inbuilt accountability mechanism. LESCO no longer has to depend on the verbal testimony of its field staff to ascertain that a job is done.
The system will now automatically make a robotic call directly to the phone number of a consumer registered to ensure that a complaint has indeed been handled.
How the LESCO verification process works:
- Answer the Call: Consumers are strongly requested to attend this automated call.
- Provide Feedback: The robotic system will ask you to confirm if your electricity issue has been resolved.
- Case Closed or Reopened: If you confirm the resolution, the system will officially close the ticket. However, if you state that the problem is still ongoing, the system will automatically reopen the case and refer it back to the relevant authorities for further, immediate action.
Important Guidelines for LESCO Consumers
In order to make the new helpline work efficiently and assist all the people without delay, LESCO management has provided the society with several guidelines:
Do Not File Redundant Complaints: It is recommended that consumers should not file the same complaint over and over again. Clogging the system with spam slows down the response time of all.
Use the Feedback Call: Rather than making a new complaint when an issue continues to exist, just wait until the automated robotic call rings and give the correct feedback. In case the problem is not resolved, then the system will automatically escalate depending on your response to the call.
By introducing this automated, feedback-based helpline, LESCO will be able to introduce transparency and efficiency in its operations, whereby consumers will no longer be left in the dark concerning their electricity complaints.
What is the new LESCO helpline system?
It is a newly launched service by the Lahore Electric Supply Company (LESCO) designed to help consumers register electricity-related complaints quickly and without delays.
Why is LESCO making automated robotic calls?
After a complaint is marked as resolved by the local field office, the system generates an automated robotic call to the consumer’s registered number to verify if the issue was actually fixed.
What happens if my LESCO complaint is not resolved?
If your electricity issue persists, simply state that it remains unresolved when you receive the automated robotic call. The system will automatically reopen your case and refer it back to the relevant authorities for further action.
Should I register the same LESCO complaint multiple times?
No, LESCO management strongly advises against registering duplicate complaints. Doing so slows down the system. Instead, consumers should provide accurate feedback during the automated verification call to get their issues addressed efficiently.
READ : More Informative News
