Electricity is a basic need, but in Khyber Pakhtunkhwa (KP), users have often questioned the quality of service from PESCO. From billing issues to delayed complaint resolutions, PESCO hasn’t always had the best reputation. However, as 2025 unfolds, things seem to be changing. Are these improvements real, or just surface-level fixes?
Let’s take a closer look at how PESCO customer service has evolved, where it’s still falling short, and what KP residents can actually expect.
How PESCO Handled Customers in the Past vs. Today
For years, PESCO users complained about delays, unhelpful staff, and confusion in getting their problems solved. Visiting a local office for a minor complaint could take hours. Call centers either didn’t respond or passed the issue from one person to another. But in the last year or so, there’s been noticeable change.
The Newer Approach
Now, customers have more ways to contact PESCO. Helpline numbers are active longer, staff behavior in many local offices has improved, and wait times have slightly reduced. While this doesn’t fix everything, it’s a step forward.
Users who once felt ignored now say they at least get a response when they call or visit. If you ever face trouble with your billing, you can always Check PESCO bill online by number and review your dues before visiting the office.
Channels for Complaints | Do They Actually Work Now?
In the past, most people had only one option: visit the office and wait. But now, PESCO has added complaint registration through its website and even through mobile numbers for urgent problems like outages or meter faults.
Mixed Results from Helplines and Apps
Some customers say the helpline works well, especially for reporting power breakdowns. Others still feel ignored when it comes to follow-ups. The mobile app launched recently has helped a few users submit complaints and track progress, but it’s far from perfect.
If you’re trying to fix billing errors or report a wrong reading, you can always begin by reviewing your account view PESCO bill before contacting support. It can save time and prevent confusion.
Billing Support | Still a Pain Point for Users
PESCO billing errors have been a long-standing issue overcharges, wrong meter readings, and double units are among the top complaints. While the service has slightly improved in other areas, billing problems remain common.
Online Bill Status and Errors
Some users say that viewing bills online has made things more transparent. You can now access your monthly dues without waiting for the printed version. Still, there’s a gap between viewing the bill and actually getting the issue resolved.
If you live in Peshawar or surrounding areas, you can now Check Peshawar electricity bill online and cross-verify charges. However, if there’s an error, resolving it still often means visiting the office.
What Real Customers Are Saying in KP
Talk to anyone in KP and they’ll have a story either about how PESCO helped them quickly or how they had to struggle for weeks. This mixed feedback highlights how the service still lacks consistency.
Good Experiences Do Exist
Some users from urban Peshawar report that their issues were resolved within 24 hours, especially when using WhatsApp complaint options or visiting new help desks at certain offices. These positive changes give hope.
But Rural Areas Still Suffer
Unfortunately, residents in remote districts still face delays. They say that even after submitting complaints, nothing happens until they personally visit the office. In these areas, the staff may still be undertrained or unresponsive.
Technology’s Role in PESCO’s New Customer Approach
To its credit, PESCO has tried to introduce technology to solve service issues. Mobile apps, SMS services, and online portals now offer faster access to customer data and issue registration.
How It Helps
Instead of waiting in line for a simple bill query, users can now check their dues, download receipts, and register complaints using a mobile phone. This digital shift has reduced some workload from offices and given more power to consumers.
Where It Still Fails
Despite these efforts, many users say the apps are buggy, websites go down often, and SMS replies are delayed. The system needs upgrades and a better user experience.
Has PESCO Customer Service Improved?
There’s no denying that PESCO has made real efforts to modernize its service. For urban users and tech-savvy residents, accessing help is easier than before. Helplines are working better, office staff seems more trained, and billing tools are more accessible.
But these changes are not uniform. Rural areas, outdated complaint follow-ups, and unresolved billing errors still frustrate customers. Until these are fixed, PESCO’s image will remain mixed in the eyes of the public.
Still, the overall direction seems positive and with continuous improvement, PESCO may yet become a model for other WAPDA regions.
Conclusion
PESCO is not perfect, but it’s no longer as broken as before. The service is becoming faster and more responsive, especially when users take advantage of online tools. Residents should remain aware of their rights, check their bills regularly, and follow up when they face issues.
As customers become more informed, PESCO will likely face more pressure to improve. And that’s a good thing for both the company and the people of KP.
