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HYDERABAD, Nov 30 (APP): Muhammad Saleem Memon, President Hyderabad Chamber of Small Traders & Small Industry (HCSTSI) welcomed the launch of the 118 Complaint Helpline by WAPDA, aimed at the prompt registration and effective resolution of electricity-related complaints.
He said that this modern system is a significant step toward providing convenience to citizens, traders, and industrialists while enhancing transparency in the power sector.
President Memon expressed his appreciation to the Prime Minister, the Federal Minister for Power, and all institutions shared in this initiative for delivering this important public service. He highlighted that HCSTSI had previously submitted multiple letters recommending an effective complaint helpline, and he was pleased to see these efforts finally come to fruition in a practical and comprehensive system.
In his statement, he emphasized that the launch of the 118 Helpline demonstrates the government’s serious commitment to integrating technology as a central tool for public service. In today’s world, customer satisfaction and prompt response are essential elements of any service, and this helpline represents a concrete step in that direction.
He further noted that incorporating such technology not only improves transparency of data but also allows for an accurate assessment of institutional performance. However, he stressed that the service should not remain a mere publicity or symbolic initiative. Every complaint must be addressed promptly, responsibly, and effectively. He highlighted that complaints from industrial areas, factories, and small industrial units often require urgent attention, and any delay directly impacts industrial productivity and business activities. Therefore, prioritizing the resolution of traders’ and industrialists’ complaints through the 118 Helpline is of utmost importance.
To further enhance the effectiveness of this system, President Memon offered several key suggestions. He recommended the establishment of a real-time monitoring dashboard to track each complaint and the performance of distribution companies.
He also proposed implementing a Service Level Agreement (SLA) to set clear timelines for resolving different types of complaints, so users know when to expect action. Additionally, he suggested monthly reporting, strengthening the feedback system, and creating a specialized response unit for industrial areas to ensure urgent complaints are resolved without delay.
President Memon emphasized that for the 118 Helpline to become an exemplary public service, it requires continuous improvement, strict monitoring, and full transparency. He said the true benefit of this initiative will only be realized when the helpline operates efficiently and responsibly, with accountability for every call, complaint, and issue resolved.
He concluded with optimism, stating that if these recommendations are implemented, it will significantly restore the confidence of traders and the public in WAPDA and contribute to a more efficient and responsive power sector.