End line Survey Report October 2013 Milestone#57 Application #: CVP-03-12-95-362 Reference Number: CVP 040

RESEARCH INSTITUTE OF NATURAL RESOURCES OF Web: www.rinp.org

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October 2013

Disclaimer:

Citizens’ Voice Project is being implemented with support from the American People through the U.S. Agency for International Development (USAID). The contents of this report are the responsibility of Research Institute of Natural Resources of Pakistan and do not necessarily reflect the views of USAID or the U.S. Government.

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List of Acronyms

CVP Citizens’ Voice Project

CEC Citizen’s Energy Council

DISCO Distribution Company

ESC Energy Steering Committee

LESCO Electric Supply Company

RINP Research Institute of Natural Resources of Pakistan

USAID United State Agency for International Development

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Table of Contents

A. SCOPE ...... 5 B. BACKGROUND: ...... Error! Bookmark not defined. C. METHODOLOGY: ...... 7 D. OUTCOMES/ANALYSIS………………………………………… . ……….……………8 E. RECOMMENDATIONS.…………………...... 13 F. WAY FORWARD ...... ……………………………………………….…………………15 ANNEXURE – 1 QUESTIONNAIRE-CONSUMER………………………………………. . 17 ANNEXURE – 2: QUESTIONNAIRE-OFFICIALS ...... 25 ANNEXURE – 3- PARTICIPANTS LIST ...... 31 ANNEXURE – 4- PICTURE GALLERY ...... 37

4 | P a g e A. SCOPE

This report documents and analyzes the results of the End-line Survey on “Creating Social Impacts of Electricity Sector Reforms in Lahore”. The overall objective of the project intervention was to improve the accountability mechanisms of LESCO (Utility Service Provider) by improving electricity load management, strengthening complaint redressal mechanism and also by improving the knowledge, attitudes & practices (KAP) of the community on appropriate use of electricity. This report aims to assess the impact of the Project intervention on LESCO Service Delivery, Citizens’ Rights & Accountability and Knowledge, Attitudes & Behaviors of the Community as a result of the advocacy & awareness campaigns run by “RINP Team”. (Answer Query #3)

B. BACKGROUND

The multidimensional ongoing energy crisis has been having a knock on the life of every Pakistani. Pakistan is in the grip of a serious energy crisis that is affecting all sectors of the economy and the various segments of the society. Even if we do not give importance to disruptive economic, social, moral, psychological behavior, we feel depressed to the core of our deepest identities and what is more dangerous is that our trust in the system, Nation and Country evaporates in the air, transforming us, the deprived citizens of this discriminatory country into irrational and psychotic creatures. Violent Public protests by the aggressive citizens can be seen across the country.

In the light of the exacerbating energy crisis that the Country is facing today, the project intervention had been initiated by “RINP” whereby the aim was:

To establish a mechanism for participation of citizens in grass-root planning and community representation in Federal/Provincial decision making as well as involvement of citizens with District/ Local government and energy sector officials to steer the delivery of improved quality of energy (Electricity) in terms of effective citizens’ oversight, enhanced administrative management and better aligned budgetary allocations based on need and priority basis.

In order to explore the root causes of electricity crises and get a clearer picture of the prevailing situation in Lahore, “RINP Team” carried out an in-depth situational analysis using base line triangulation method. With the purpose of initiating a pilot project, the Team selected three towns of Lahore namely (low income group), (Industrial group) and Iqbal Town (low-middle group) to serve as a sample case study. These groups represented all vibrant sectors of the society. Several Field visits, Field study meetings, Community Group Discussions, Focus Group Discussions and Key Informant Interviews were carried out where citizens discussed the importance of Electricity for National Development, Budding Electricity Crises in the Country, Impacts of rise in Electricity Crises on socio- economic environment, the role of International Community in Electricity Sector and Especially the role of USAID in enhancing better working relations between Citizens and State institutions on different aspects of the issue like power theft, legislation and complaint redressal mechanisms of utility service providers.

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Furthermore, it was pointed out that Governance has been exclusive of public interest due to the sector's entrenched complexity. It is necessary for the public to understand the issues and to become involved in decision-making processes. There should be a strong collaboration between civil society, policymakers, regulators and other concerned parties on a common platform, whereby good governance and sound decision making processes are encouraged at the policy level. Therefore, RINP took a collaborative approach to the development of Forums like Citizen Energy Councils (CECs) at union council level along with Energy Steering Committee (ESC) at town level to enable formation of successful partnerships for improving the provision of electricity.

Followed by the Situation analysis & the formation of these committees a “Charter of Demand” had been articulated to provide direction for further actions to be taken to raise the voice of the community to the policy makers. This Citizens’ Charter of Demand had been formulated on the key results of baseline study, situational analysis, identification of potential members and in depth interviews with the concerned policy makers of electricity sector and the LESCO officials in three towns(Iqbal Town, Ravi Town and Nishtar Town)respectively. The purpose of the Charter of Demand (COD) was to highlight and reduce mismanagement of LESCO. A further rationale for the Charter was to help change the mindset of the public official from someone with power over the public to someone with care of duty in distribution of energy spending the public money collected through electricity bills and in providing them with necessary services. This COD was shared with both LESCO as well as other officials of the electricity sector.

Moving forward RINP Team initiated dialogue among Energy Steering Committee (ESC) & government officials to address bottlenecks in service delivery and electricity sector reforms. Several meetings had been conducted at provincial level where “RINP Team” shared its initiatives and recommended course of actions to be taken as derived from the research study. A Public Perception report was presented at various policy platforms outlining core issues in electricity sector with recommendations for important reforms

Meanwhile, in order to improve the knowledge, attitudes & practices (KAP) of the community, RINP Team developed Advocacy and Awareness campaigns on electricity sector reforms. An Effective communication strategy was launched to create awareness and to deliver the importance of electricity conservation to citizens. Various IEC / BCC Materials were designed, developed and distributed among masses. FM & Cable TV Campaigns were also aired to advocate citizens on three thematic areas namely; Energy Conservation, Power Theft & Citizens’ Rights.

Now, that the program had reached its final stages, an end-line survey is being carried out to evaluate and assess the impact of RINP efforts with respect to the Energy Reforms.

6 | P a g e C. METHODOLOGY

The end-line survey was conducted in from in October,2013, included two sub- surveys namely Consumer Survey & Utility Service Provider Survey (LESCO). To make a thorough impact assessment a total of 155 respondents (50-55 in each town) in Nishtar Town, Ravi Town and Allama Iqbal Town were selected.

Two types of questionnaires had been used; A Consumer Questionnaire (Annexure 1), A Utility Service Provider questionnaire (Annexure 2). The questionnaires were filled following the same pattern used during the initial baseline study. 35 questionnaires were filled by consumers in each Town and 15 questionnaires were filled by utility provider. (Answer Query #4 & 5)

Particpant Profile

18 Electricity Experts LESCO Officials 48 16 Civil society Representatives

Govt. Officials

Public Representatives 49 24

The consumer questionnaire aimed to obtain information on the awareness of consumers about their rights & the key electricity issues being face by the households, business community & general public at large. While the utility service provider questionnaire aimed to obtain information from LESCO on the quality of service provided, customer service (complaint handling), and awareness building efforts and so on.

The sustainability of improved provision of electricity services & assessing impact of electricity reforms is positively associated with the degree to which all social groups and genders have access to and use the service. A project is not likely to be successful if it does not meet the needs of all population groups. Therefore, the targeted group consisted of people belonging to different spheres of life including , Journalists, Lawyers, Civil society representatives, Political workers and office holders, Businessmen/ Shopkeepers/ Traders, Officials, Teachers, Working women and house women, Students ,Youth, Religious persons, Minorities & Union Council Members of the proposed towns (Answer Query # 4).

7 | P a g e D. OUTCOMES/ANALYSIS

NO. OF LOAD SHEDDING HOURS PER DAY

Timeline < 2 hours 2-5 hours 5-10 hours 10-15 hours 15 hours + Baseline 0 0 19 40 96 End-Line 0 0 30 44 81

120

100

80

60 Baseline End-Line 40

20

0 < 2 hours 2-5 hours 5-10 hours 10-15 hours 15 hours +

In response to the above question in the Base line Survey out of 155 respondents; 19 respondents said that they are facing load shedding of almost 5-10 hours on daily basis. While 40 respondents confirmed for 10-15 hours of load shedding per day and 96 were the victim of more than 15 hours of load shedding per day.

However, In response to the same question in the End line Survey out of 155 respondents; 30 respondents said that they are facing load shedding of almost 5-10 hours on daily basis. While 44 respondents confirmed for 10-15 hours of load shedding per day and 81 were the victim of more than 15 hours of load shedding per day.

NO. OF RESPONDENTS SATISFIED WITH PERFORMANCE OF LESCO

Timeline YES NO Baseline 15 140 End-Line 25 130

8 | P a g e NO

End-Line Baseline

YES

0 50 100 150

In response to the above question in the Base line Survey out of 155 respondents; 15 respondents said that they are satisfied with performance of LESCO, while 140 respondents confirmed that they are not satisfied with performance of LESCO

However, in response to the same question in the End line Survey out of 155 respondents; respondents said that 25 respondents said that they are satisfied with performance of LESCO, while 130 respondents confirmed that they are not satisfied with performance of LESCO.

RESPONSE TIME OF LESCO COMPLAINT OFFICE

Timeline 30 minutes 1 hour 2 hours Next Day No Response Baseline 0 0 0 42 113 End-Line 0 0 0 45 110

No Response

Next Day

2 hours End-Line Baseline

1 hour

30 minutes

0 20 40 60 80 100 120

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In response to the above question in the Base line Survey out of 155 respondents; 42 respondents said that on making complaints to LESCO office they got the response very next day; while 113 respondents confirmed for no any response against their complaints. However, in response to the same question in the End line Survey out of 155 respondents; 45 respondents said that on making complaints to LESCO office they got the response very next day; while 110 respondents confirmed for no any response against their complaints.

Problems Faced From LESCO

Timeline Over Ignore/Delayed Communication All of the Reading Complaint Redressal Gap Above Baseline 45 70 20 20 End-Line 40 77 35 33

80 70 60 50 40 30 20 Baseline 10 0 End-Line

In response to the above question regarding the consumer problems faced from LESCO in the Base line Survey out of 155 respondents; 45 respondents said that they are facing over reading problem, 70 respondents said that they faced ignore & delayed complaint redressal,20 complained for communication gap. While 20 respondents confirmed that they faced all the three problems. However, In response to the same question in the End line Survey out of 155 respondents; 40 respondents said that they are facing over reading problem, 77 respondents said that they faced ignore & delayed complaint redressal,35 complained for communication gap. While 33 respondents confirmed that they faced all the three problems.

CONSUMER SATISFACTION

Timeline YES NO Baseline 35 120 End-Line 104 51

10 | P a g e 140

120

100

80 Baseline 60 End-Line

40

20

0 YES NO

In response to the above question in the Base line Survey out of 155 respondents; 35 respondents said that they are satisfied with the . While 120 respondents said that they are not satisfied.

However, In response to the same question in the End line Survey out of 155 respondents; 35 respondents said that they are satisfied with the . While 120 respondents said that they are not satisfied.

HAVE YOU EVER CONSCIOUSLY MOTIVATED TO SAVE/CONSERVE ELECTRICITY?

Timeline YES NO Baseline 37 118 End-Line 77 38

120

100

80 Baseline 60 End-Line

40

20

0 YES NO

In response to the above question in the Base line Survey out of 155 respondents; 19 respondents said that they are facing load shedding of almost 5-10 hours on daily basis.

11 | P a g e While 40 respondents confirmed for 10-15 hours of load shedding per day and 96 were the victim of more than 15 hours of load shedding per day.

However, In response to the same question in the End line Survey out of 155 respondents; 30 respondents said that they are facing load shedding of almost 5-10 hours on daily basis. While 44 respondents confirmed for 10-15 hours of load shedding per day and 81 were the victim of more than 15 hours of load shedding per day.

KNOWLEDGE ON IMPORTANCE OF ELECTRICITY SAVING

Timeline YES NO Baseline 30 125 End-Line 93 62

100% 90% 80% 70% 60% 50% End-Line 40% Baseline 30% 20% 10% 0% YES NO

In response to the above question in the Base line Survey out of 155 respondents; 19 respondents said that they are facing load shedding of almost 5-10 hours on daily basis. While 40 respondents confirmed for 10-15 hours of load shedding per day and 96 were the victim of more than 15 hours of load shedding per day.

However, In response to the same question in the End line Survey out of 155 respondents; 30 respondents said that they are facing load shedding of almost 5-10 hours on daily basis. While 44 respondents confirmed for 10-15 hours of load shedding per day and 81 were the victim of more than 15 hours of load shedding per day.

AWARENESS ON WAYS OF SAVING ELECTRICITY

Timeline YES NO Baseline 28 127 End-Line 116 39

12 | P a g e 140

120

100

80 Baseline 60 End-Line

40

20

0 YES NO

In response to the above question in the Base line Survey out of 155 respondents; 28 respondents said that they have been given awareness on energy saving techniques. While 127 respondents that they have not been given awareness on energy saving techniques.

However, In response to the same question in the End line Survey out of 155 respondents; 116 respondents said that they have been given awareness on energy saving techniques. While 39 respondents that they have not been given awareness on energy saving techniques.

NO. OF RESPONDENTS INTERESTED IN PARTICIPATING IN ENERGY AWARENESS CAMPAIGN

Timeline YES NO Baseline 35 120 End-Line 104 51

140

120

100

80 Baseline 60 End-Line

40

20

0 YES NO

13 | P a g e In response to the above question in the Base line Survey out of 155 respondents; 35 showed interest to participate in energy awareness campaigns. While 120 were not interested to participate in such energy awareness campaigns. However, In response to the same question in the End line Survey out of 155 respondents; 104 showed interest to participate in energy awareness campaigns. While 51 were not interested to participate in such energy awareness campaigns. .

WOULD YOU BE INTERESTED IN CONSUMER ACTION GROUPS?

Timeline YES NO Baseline 28 127 End-Line 116 39

140

120

100

80 Baseline 60 End-Line

40

20

0 YES NO

In response to the above question in the Base line Survey out of 155 respondents; 28 showed interest to participate in consumer action groups. While 127 were not interested to participate in consumer action groups. However, In response to the same question in the End line Survey out of 155 respondents; 116 showed interest to participate in consumer action groups. While 39 were not interested to participate in consumer action groups.

DO YOU SUGGEST, THERE SHOULD BE ANY COMMUNITY PLATFORM TO DISCUSS ELECTRICITY ISSUES?

Timeline YES NO Baseline 45 110 End-Line 72 83

14 | P a g e 120

100

80

60 Baseline End-Line 40

20

0 YES NO

In response to the above question in the Base line Survey out of 155 respondents; 45 respondents were in favor of community platform to discuss electricity issues while 110 were against these platforms.

However, In response to the same question in the End line Survey out of 155 respondents; 72 respondents were in favor of community platform to discuss electricity issues while 83 were against these platforms.

15 | P a g e CONSUMER COMPLAINT SURVEY- ENERGY SECTOR A total of 155 questionnaires were conducted in three selected towns of Lahore (Ravi, Nishtar & Iqbal Town). Out of these 155 questionnaires, there were 128 consumer questionnaires and 27 Official questionnaires that were filled out. Below is an analysis of the survey carried out: 1. Is there any complaint office exist in your area?

Time Line Yes No Baseline 106 22 End line 106 22

Endline Total

Baseline Total No

Yes Ravi Consumer Is there any complaint Iqbal Consumer office exist in your area?

Nishtar consumer

0 50 100 150

2. Have you ever complaint against the electricity issue? Time Line Yes No Baseline 93 35 End line 110 18

Endline Total

Baseline Total No

Yes

Ravi Consumer

Have you ever complaint Iqbal Consumer against the electricity issue? Nishtar consumer

0 50 100 150

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If yes then what method you used? Time Line Visit to Complaint Online Telephone Other office Baseline 61 5 28 34 End line 71 5 35 17

Endline Total Other Baseline Total Telephone

Online Ravi Consumer Visit to complain office Iqbal Consumer If yes then what method Nishtar consumer you used?

0 20 40 60 80

3. What is the response time of LESCO Complaint Office?

Timeline 30 minutes 1 hour 2 hours No Response Baseline 7 40 79 2 End-Line 9 49 70 0

17 | P a g e Endline Total

No response Baseline Total

2 Hours/ Next day

1 hour Ravi Consumer 30 minutes

Iqbal Consumer What is the response time of LESCO Complaint Office? Nishtar consumer

0 20 40 60 80 100

4. How many enquiries/complaints have you made with LESCO in last 3 years?

Voltage Any Billing Fluctuation Load Disconnection Time Line related (Phase shedding /reconnection Other Problem) Issue Baseline 308 137 139 92 0 End line 330 148 114 88 0

18 | P a g e Endline Total

Any other issue

Baseline Total Disconnection / reconnection

Load shedding

Voltage Fluctuation Ravi Consumer

Billing related

Iqbal Consumer

How many enquiries/complaints have you made with LESCO in last 3 years? Nishtar consumer

0 100 200 300 400

5. Does some complaint registration and management system exist in this area?

Time Line Yes No Baseline 27 0 End line 27 0

19 | P a g e Endline Total No

Baseline Total

Yes

Ravi Official

Iqbal Official Does some complaint registration and management system exist Nishtar Official in this area?

0 10 20 30

If yes, what is the LESCOs response time? Timeline 1 -2 hours 1 day 2 days 2-3 Days No Response Baseline 15 2 1 3 6 End-Line 17 4 1 1 4

Endline Total No response

Baseline Total 2-3 days

2 days

Ravi Official 1 day

Iqbal Official 1 -2 hours

Nishtar Official If yes, what is LESCOs response time? 0 5 10 15 20

6. Do Consumers register their complaints in these offices?

Time Line Yes No Baseline 27 0 End line 27 0

20 | P a g e Endline Total

Baseline Total No

Yes

Ravi Official

Do Consumers register Iqbal Official their complaints in these offices? Nishtar Official

0 10 20 30

7. How many of these complaints were addressed adequately?

Time Line 50-60% 60-70% 70-80% 80-90% 100% No Response Baseline 0 2 0 1 4 20 End line 0 4 1 2 4 16

No response

100%

Endline Total 80-90% Baseline Total

70-80% Ravi Official 60-70% Iqbal Official Nishtar Official 50- 60%

How many of these complaints were addressed…

0 5 10 15 20 25

8. What is the complaint registration process?

Time Line Visit to Complaint Online Telephone Other office Baseline 22 0 5 0 End line 25 0 3 0

21 | P a g e Endline Total

Other Baseline Total

Telephone

Online Ravi Official Visit to Office Iqbal Official What is the complaint registration process? Nishtar Official

0 5 10 15 20 25 30

9. How many complaints/ enquiries have you received from consumers in last three years?

Any Billing Voltage Fluctuation Load Disconnection Time Line related (Phase Problem) shedding /reconnection Other Issue Baseline 52 52 52 52 47 End line 60 58 50 45 50

22 | P a g e Any other issue Endline Total

Baseline Total Disconnection / reconnection

Load shedding

Ravi Official

Voltage Fluctuation

Iqbal Official

Billing related Nishtar Official

0 20 40 60 80

E. KEY FINDINGS

We are at the point where energy crisis is considered to be the most serious problem that exist is Pakistan. We are in the grip of a serious energy crisis that is affecting all sectors of the economy and the various segments of the society. As the situation stands to-day, there are hardly any immediate solutions to resolve the issue.

A change of attitude or mind set and a change of life style is needed at the national level which should be triggered by the ruling elite, civil society groups, and followed by all segments of the society that have access to electricity. Our people have to draw a clear line between basic necessities and luxuries because there is not enough electricity to meet both requirements. At best there could be some short and long-term solutions to the crisis but they need immediate planning and execution with a massive investment. There is no any room for neglect or further delay.

The reasons behind energy crisis are poor management, uneven priorities of the concerned authorities and lack of accountability on part of those who stay at the rudder of affairs. It is also necessary to clear the point that if provincial governments are not capable to generate power or there is conflict among them on the issue, then federal government can play a role to support and resolve the concerns. Work on the development of small and large dams should be started immediately to reduce energy crises.

23 | P a g e The Demand for the formation of an organized and functional Complaints Structure by LESCO has been strongly raised by the communities. The rationale behind the demand explains that the functional capacity of LESCO complaint structure had remained without much progress thereof. Though the LESCO Authorities claimed for the existence of this system but we have found that as such there is no any proper complaint management system in place.

Institutional Corruption in LESCO has been the most affective factor to create hurdles in electricity supply to the consumers as a whole. The accountability of LESCO employees towards their due facilities provided by the company is the least considered issue by the relevant authorities.

If load shedding is still unavoidable despite all the relevant measures, LESCO should organize the cuts in a sensible way to cause minimum discomfort. Load shedding schedules should be properly planned and announced. However, the position of LESCO Managements on all the issues had remained lackadaisical.

The citizens have demanded to engage the representatives from Energy Councils in the policy dialogues with LESCO in order to promote the good governance with an equal participation of beneficiary and the policy makers. The issue of corruption cannot be addressed unless the responsible are not accountable to the consumer.

During our research study we derived that the role of citizens’ is limited due to non Co-operation of LESCO Authorities however, the overall understanding and capacity building is done and there is obvious difference in the responses of the questions related to the Citizens’ rights, basic Knowledge about energy conservation and service delivery. (Answer Query #2)

F. RECOMMENDATIONS

This end-line survey is being carried out to evaluate and assess the impact of RINP efforts with respect to the Energy Reforms. Following are some recommendations that we have derived from the comparative result of our Baseline and End line survey:

 Increased Knowledge, Attitudes & Practices (KAP) of Citizens can lead to saving energy by a larger percentage. Therefore, a mass media advocacy and awareness campaign should be run in collaboration with the Relevant Authorities at a broader level whereby the community shall be educated about improving energy efficiency and implementing Energy Smart Behaviors.

 Since Women spend majority of their time in houses and in educating and raising their children, Women Specific Activities such as Open Discussion Forums should be carried out.

24 | P a g e  Promotion of Awareness and Education in Energy Efficiency & Conservation among children through Organizing Energy Competitions in Girl Schools, Colleges & Universities.

 Increased Participation of citizens and civil society groups in policy making and oversight processes by mobilization of like-minded citizens at provincial /district level contributes to awareness and support for the needed initiatives for reforms in the electricity sector. Therefore, Community based structures such as CECs and ESC should be formed at district level.

 Public- Private Partnerships are successful models for initiating projects that can contribute to improving the prevailing Energy Crisis. Enhanced public- private partnership for effective implementation of “Energy Conservation Campaign” should be encouraged.

 Formation of Teams comprising of Energy experts to give public awareness about Increased Energy Efficiency and encourage adopting best Energy Saving Practices at homes, offices & Industries (Domestic, Commercial & Industrial use).

 Encourage Corporate Sector to include Energy Efficiency & Conservation messages in their Commercial Ads.

 Collaborating with Lahore Education board for Inclusion of “Energy Conservation” as a subject in their course curriculums.

 Sensitization of “Public” for the maximum use of Day light.

 Implementation of “Day Light Saving Techniques” and increase the use of alternate energy resources (Answer Query# 1)

G. WAY FORWARD

Keeping the recommendations derived from the research study & the results of the end-line survey at the forefront, “RINP Team” feels that a greater impact and more sustainable results can be achieved by scaling up the project intervention at District Level.

In a series of ongoing efforts, “RINP Team “is liaisoning and establishing a close rapport with the “Energy Department”, Government of Punjab to explore opportunities for taking up join initiatives and run a “Mass Awareness & Advocacy Campaign” on “Energy Conservation” & “Capacity Building” of Staff/Officials. “RINP Team” has been carrying out several meetings with Key Officials of Energy Sector including Punjab Power Development Board (PPDB), Punjab Power Development Corporation Limited (PPDCL) & the “Energy Department” in this context and has also submitted a concept note.

25 | P a g e During our research study we derived that the role of citizens’ is limited in Power Generation but however, their role may come into play for policy making & implementation to some extent. Therefore, moving forward “RINP” is keeping its focus on “Energy Conservation” where it shall advocate masses to play their role in implementing “Energy smart behaviors” and best practices to do what they possibly can to overcome the prevailing crises.

We must try our best to adopt energy management as individual and at national level. And keeping the success of the pilot project at the forefront it shall also focus on scaling up the project intervention at province level.

26 | P a g e ANNEXURE - 1 – Consumer Questionnaire

Creating Social Impact of Electricity Reforms in Lahore

Questionnaire (consumer): Town______UC No:______Date: / /2013 Section-I PERSONAL INFORMATION Name of consumer: ______Gender: Male Female Education: ______Family Size: ______Contact Number: ______Address: ______

Section -II 10. Consumer Occupation: Govt. Employee Businessman Retired Govt. Employee Labor Farmer Other 11. What is your category of Customer? Domestic Commercial Industrial Agriculture Other 12. What is the plot size /house area you have? Up to 5 Marla 5 to 10 Marla 1 - 2 Kanal Above

13. Which category of connection do you have? Single phase Three phase 14. 15. In your house, which member of family deals with Electricity related issues such as paying bills, Making complaints etc I Do Other Household member Other ------16. Do you know your average monthly Bill? If yes ______

17. What is the average number of K Watts (Units) consumed per month in Summer______KWH ______Rs.

27 | P a g e Winter ______KWH ______Rs.

18. Are you aware of electricity crises? Yes No

19. Do you face load shedding in your area? Yes No

20. How many hours do you face no electricity on daily basis?

< 2 Hours 2 to 5 5 to 10 10 to 15 More than 15

21. How are you notified about ongoing Load shedding?

Yes No

Utility service Provider such as Lesco

Via Mobile Sms Television

News papers

Any other Source

22. What % of your daily life activities lost /interrupted due to unannounced or continuous load shedding/power cuts?

25% 45% 75% Any other ______

23. Do you think the load shedding schedules are same in the whole city? Same Different

24. In your opinion which sector is facing least load shedding?

Domestic Commercial Industrial Any other

25. Do you think that there are any favors giving to any individual /area /sector for lesser load shedding? Yes No

26. If yes, could you able to identify any specific case with in your area?

______

27. Do you Know, Who is the electricity provider in your area? Yes No

28 | P a g e 28. How do you currently communicate with your electricity supplier?

Never use Used for Initial Most No answer

Communication Enquiries

Telephone Service

Visit Local office

Online Complaint service

Any other source 29. Are you satisfied with the performance of electric supply in this area?

Yes No

If Yes, What is the level of satisfaction?

Satisfactory Normal High Very High

30. Is there any complaint office exist in your area?

Yes No

31. Have you ever complaint against the electricity issue?

Yes No

If yes then what method you used?

Visit to Complain office Online Telephone Any other

32. What is the response time of complaint office?

30minutes 1 hour 2 Hours Next day No response

If there is no response of the complain, then what do you do?

30 How many enquiries/complaints have you made with LESCO in last 3 years?

Issue Queries/complains Yes No

Billing related

Voltage Fluctuation (Phase Problem)

Load shedding

Disconnection /reconnection

Any other Issue

29 | P a g e 31 Do you receive electricity bill well before closing date?

Yes No 32 Do you pay your Electricity Bills in time?

Yes No 33 Have you ever reviewed your electricity bill?

Yes No

34 Do you know unit price?

Yes No

35 Do you read meter regularly to cross check your bill?

Yes No

36 Do you know the overhead incurred in addition to electricity cost?

Yes No

37 In which of the following cases you facing problems from LESCO?

i. Over reading ii. Ignore/delayed complaints redressal iii. Communication Gap Between both ends iv. All of above

38 Do you think some people in your area may be involved in power theft

Yes No

If yes, have you ever reported such evidence? Yes No

39 In your Opinion, What are the reasons for higher shortfalls?

Over use of electricity Poor delivery infrastructure Acute Climatic Condition Illegal Connections/Power theft Any other

40 Have you ever consciously motivated to save /conserve electricity?

Yes No

41 Have you ever notified to reduce Electricity saving or energy consumption?

If yes, which method is used and how frequently? Hourly Daily Weekly Monthly Never

30 | P a g e News Papers Television Programmes Mobile Notification Website Local Authorities Utility Company Academic institutes

42 Do you Know the importance of electricity saving?

Yes No

43 Are you aware of ways of saving electricity?

Yes No

If yes, do you practice Electricity saving techniques? Yes No

44 Please strike down or write, the electricity saving techniques you are currently using:

1. I use energy saving bulbs 2. I turn off lights, equipment and machinery immediately after completing work 3. I use energy saving appliances where possible 4. ______

45 What motivates you to reduce the Electricity consumption?

Increasing electricity cost Closure of production units Awareness of energy saving techniques

Frustration due to unscheduled outages

All of above

46 Are you aware of any electricity supply improvements plans in your area ?

Yes Not Sure No Federal Govt. Provincial Govt. Utility Company Local Community

47 In your opinion, what influences the government Electricity crises action plans?

31 | P a g e Not Influence Some Major Advisor Key factor No Idea I m p a c t Electricity Producers (WAPDA, PEPCO) Utility Providers (LESCO, KESC) World Banks (IMF,ADB etc) Foreign policy Influence Consumer Lobbyists Politicians

Bureaucrats

Crises Technology Experts Analysts

Consumers

48 What do you think, is the root causes of this electricity crises? ______

49 Do you think, any of the following would improve the electricity supply?

Yes Not Sure No An independent monitoring Authority

32 | P a g e Infrastructure technology to help detect power supply losses Make community responsible to warden their zone

Local authority responsibility and performance statistics Civil Society and Consumer Role

50 Is there any kind of Electricity crises related activity in your area?

Yes No

If yes, which type?

Type Yes Not sure No Improvement Projects Awareness Campaigns Focus Groups Protests Any other

51 Do you participate in these activities to reduce electricity Crises in your area? Always Sometimes Usually Rarely Never

52 Would you be interested in Community Action Groups? Yes No

53 Would you be interested in participating in energy awareness campaign?

Yes No

If yes, then being a member how will you participate ______

54 Do you support the following possible action to reduce electricity crises?

33 | P a g e

Support Supportnor Oppose Support Nor Oppose Oppose Policy Action Strongly Slightly Oppose slightly strongly

I believe that there should be a committee at UC level in town? Through Motivation?

Awareness through media campaign?

Policy advice

55 Can you indicate some influential personality to help resolve the electricity issues? ______

______

56 What are your suggestions for creating social impacts of electricity reforms in the area? ______

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ANNEXURE - 2 –Questionnaire (Officials)

CREATING SOCIAL IMPACT OF ELECTRICITY REFORMS IN LAHORE

Questionnaire

Section 1

Name: Designation:

Address Contact Number

Duty Station Cell

Education Gender

Section 2 1. What is your shift duty hour I. General ii. Night

2. What is the Proportion of consumer in your Jurisdiction? Domestic Use______No. ______Commercial use______No. ______Industrial Use______No. ______Agriculture (Tube well)______No. ______

3. What is the total Electricity Consumption in Mega Watts? i. Domestic Sector ______MW ii. Commercial Sector ______MW iii. Industrial Sector ______MW iv. Agriculture ______MW

4. Do you know the total electricity shortfall in your area? i. Yes ii. No

If yes, how does LESCO manage this shortfall?______

5. What is the daily load shedding schedule in your territory?______

6. Whether this schedule is followed or not? i. Yes ii. No

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7. Which is the most effected sector due to load shedding?

i. Domestic Consumer. iv. Agriculture ii. Commercial. v. ______iii. Industry vi. ______

8. What are the reasons of the shortfall? i. Demand Supply Gap ii. In adequate Maintenance of Infrastructure iii. Poorly Operating Cost Recovery System iv. Cote Climatic Conditions v. Power theft by consumers vi. Others(______)

9. What are the Problems faced by LESCO or its staff? i. Lack of Staff ii. Need of Training iii. Inadequacy of modern equipment iv. Refresher Courses on new technologies v. Others

10. What measures in your opinion Government may take to overcome this issue?

i. Enhancing LESCOs Capacity ii. Upgrading Power Infrastructure at National and Regional Levels iii. Efficient Monitoring and control mechanism iv. Others

11. What is your observation regarding the community response against load shedding? ______

______

12. Do you think, consumer can be helpful to the solution of the gross issue? i. Yes ii. No Justify in both cases ______

13. What is your observation about the Consumer’s Satisfaction? i. Low ii. Moderate iii. High iv. Very High

14. What are your Suggestions to Educate Consumers for a more responsible behavior? ______

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15. Do you provide awareness to consumer about electricity saving? i. Yes ii. No

16. What is the mechanism for providing awareness to the consumer? Tick whichever is appropriate-

I. Paper media IV. Brochures II. Electronic media V. Others III. Seminars

17. Have you ever observed some illegal connection in your area? i. Yes ii. No

18. If yes, what action has LESCO taken in such case? ______

19. Has LESCO ever disconnected any connection due to non-payment? i. Yes ii. No If No then state reason______

20. Does some complaint registration and management system exist in this area? i. Yes ii. No If yes, what is the LESCOs response time ______

21. How many Complaint offices are there in your area? ______

22. Do Consumers register their complaints in these offices ? ______

23. How many of these complaints were addressed adequately? ______

24. What is the complaint registration process? ______

25. Do you suggest, there should be a community platform to discuss the electricity issues?

i Yes ii No

26. Would you like to support any such platform for joint solution of electricity issues?

i Yes ii No

27. What is the response time of Complaint Office?

30 minutes 1 hour 2 Hours Next day Ignore

28. How many complaints/ enquiries have you received from consumers in last three years?

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ISSUE QUERIES/COMPLAINTS YES NO

Billing related

Voltage Fluctuation (Phase Problem)

Load shedding

Disconnection /reconnection

Any other Issue

29. Do consumers pay electricity bills on time? Yes No

30. Have you ever notified consumers to reduce Electricity saving or Energy consumption?

HOURLY DAILY WEEKLY MONTHLY NEVER

News Papers Television Programm es Mobile Notification Website Local Authorities Utility Company Academic institutes

Which method is used and how frequently? ______

31. In your opinion, what influences the government Electricity crises action plans?

KEY SOME F I A NOT M MAJOR CNO IDEA INFLUENCE P ADVISOR T A O C R T Electricity Producers (WAPDA,PEPC O) Utility Providers (LESCO,KESC)

38 | P a g e World Banks (IMF,ADB etc)

Foreign policy Influence

Consumer Lobbyists

Politicians

Bureaucrats

Crises Technology experts Analysts

Consumers

32. What do you think, is the root cause of this electricity crisis? ______

______

____

33. Do you think, any of the following would improve the electricity supply?

YES NOT SURE NO An independent monitoring Authority Infrastructure technology to help detect power supply losses Make community responsible to warden their zone

Local authority responsibility and performance statistics

Civil Society and Consumer Role

34. Do you support the following possible action to reduce electricity crises? NOR OPPOSE POLICY SUPPORT SUPPORT OPPOSE OPPOSE SUPPORT ACTION STRONGLY SLIGHTLY SLIGHTLY STRONGLY NOR OPPOSE

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I believe that there should be a committee at UC level in town? Through Motivation?

Awareness through media campaign?

Policy advice

35. Do you participate in these activities to reduce electricity Crises in your area?

Always Sometimes Usually Rarely Never

36. Any other suggestion for creating social impact of electricity reforms in Lahore?

______

40 | P a g e ANNEXURE – 3- PARTICIPANTS LIST S.#. NAME ADDRESS CONTACT #. 0304-42472012 1. KARAMAT ALI JUTT BHATA # 1 RAHMAT PARK LHR. 0311-4247213 2. M. IMRAN BAHO CHOK 0345-4445745 3. KHURSHED GONDAL PARK ATTARI SOROBA 0321-8851998 4. ANNIE SHAMA BEAUTY PARLOUR N/A 5. LUBNA WARD NO. 07 MARYAM COLONY N/A 6. M. TAHIR BLOCK II HOUSE # 101 GREEN TOWN 0332-7631689 7. DR. MUZAMIL SHAH 221 -4 D II GREEN TOWN 0323-4941285 8. MANZOOR ZIA H / NO. 25 BLOCK 3 SECTOR C /2 GREEN TOWN 0321-4022780 9. M. HANIF MODERN MOBILE SHOP MORGAM COLONY 0321-4526948 10. DR. IJAZ HUSSAIN MARYAM COLONY 0323-4638920 11. ABDUL WAHID H # 123, GREEN TOWN 0321-4149105 12. ASGHAR ALI FEROZ PUR ROAD 0300-4202192 13. RIZWAN AHMED N/A 0321-4170457 14. ZUBAIR IQBAL 20 -1192 - TOWNSHIP 0332-8079339 15. MUNZOOR AHMED 114 B TYAB TOWN GREEN TOWN 0321-8423800 16. ASIF KHAN H.NO 254 BLOCK 4 SECTOR D -II GREEN TOWN 0322-6043836 17. YAQOOB H # 143 A BLOCK 0321-2825044 18. NAGINA IMTIAZ BLOCK NO. 33 SECTOR # II GREEN TOWN 0334-4223861 19. RUKHSANA MANZOOR MOH. GREEN TOWN BLOCK NO. II 0301-4464300 20. SOHAIL IQBAL N/A 0344-4445411 21. MUSHTAQ AHMED MARYAM COLONY SHOP # 216 0323-8313261 22. M. SARFRAZ KHAN N/A 0300-4245280 23. M. ILYAS GREEN TOWN HUSSAIN TRADERS 0300-480185 24. M. AMEEN MURIUM COLONY SHOP NO. 41 / 1 0323-4608626 25. IMRAN MANZOOR MARYAM COLONY SHOP KERYANA # 212 0333-4907019

41 | P a g e S.#. NAME ADDRESS CONTACT #. 26. SHOUKAT ALI SHOP # 2 KHANA NAN 0308-4368269 27. AZAM MEHMOOD AZAM HARDWARE SHOP KHANA NAN 0300-4177413 28. ANYAT ALI N/A N/A 29. M. SANI GREEN TOWN 0322-4898473 30. CH. SALEEM AKHTAR GAJJOMATA LHR N/A 31. ABBAS IRAM CALTEX PUMP CHUNGI AMER SIDU FEROZPUR ROAD 0321-4922787 32. WAQAS AHMAD 278 KHATONI # 447 DEFENCE ROAD SADHOKI, LHR. N/A 33. M. ASHRAF 962- HAD BAST KACHA PLOT # 365 D . WALA, LHR. N/A 34. ATTIQUE UR REHMAN 1012 MOAZA BEHIND GAWALA , TIBBA PIND, LHR N/A

35. YAQOOB ALI SALHA MALTA SINGH WALA ROHIHALA N/A FEROZ PUR ROAD, LHR 36. M. ABDULLAH RGO OFFICE LESCO 0314-9178702 37. MARYAM ZAFFAR LESCO OFFICE 99204832 38. TARIQ MEHMOOD RGO OFFICE LESCO 99260171 042-9960173 39. KASHIF SHEHZAD COMPLAINT OFFICE LESCO 0302-4725056 40. SADIA INYAT GREEN TOWN (LESCO OFFICE) 99204820-30 042-99204820 41. MASOOD AHMED NISHTAR TOWN (LESCO OFFICE) 0314-7170124 42. QARI ABDUL SATTAR NISHTAR TOWN (LESCO OFFICE) 0300-470579 43. M. NAUMAN LESCO OFFICE 042-99204694 44. M. ZAMEER KHAN LESCO OFFICE 042-99204797 45. AKHTAR JAVEED GSO LHR (LESCO OFFICE) 042-99260173 46. CH. M. NAZIR MARAGZAR COLONY 0300-4590539 47. MOHAMMAD IMRAN SHOP#2,MAIN MARKET ,IQBAL TOWN 0301-4456441 48. ILHAJ FARUKH SHEIKH TEHSEEL BAZAR INSIDE 0306-435368 49. M. RIZWAN B1185 INSIDE BHATI GATE 0300-4356031

42 | P a g e 50. M.RIAZ INSIDE TIKSALI BAZAR TEKEZ CINAMA LAHORE 0320-4189101 DEEN MUHAMMAD JAMAI MASJID GOSIA JAVEED COLONY CHUNGI AMER 0345-4507537 51. SIDU 52. MUNEER AHMAD GOVT MODEL SCHOOL KAHNA NAU 0321-4277248 53. MRS. KISHWAR BASHARAT GOVT.MIDDLE SCHOOL BLOCK-4, A-II. TOWNSHIP 0332-4845793 54. MR. PROFESSOR MUNEER HOUSE NO.5, D-BLOCK, 0333-4426866 55. M. ZEESHAN HAIDER NIAZ BAIG VILLAGE 0302-6352260 56. WASEEM YASEEN JOHAR TOWN 0322-7777522 57. ZAHID HAUAIN BARKAT CHOWK TOWNSHIP LHR 0322-4673030 58. M. QASIM IQBAL BARKAT CHOWK TOWNSHIP LHR 0300-4602341 59. JAVEED IQBAL BARKAT CHOWK TOWNSHIP LHR 0332-6597220 60. QARI FAZAL DIN MARYZAR COLONY AWAN TOWN 0334-9394577 61. MALIK PERVAIZ NIAZ BAIG VILLAGE 0333-4385233 62. NADIA JUTT MAIN MARKET T.S LHR 0302-4438421 63. M. ASIM H # 121-BLOCK # II B I TOWN SHIP 0323-4318464 64. M. AMIR 117 - B I , II TOWN SHIP 0324-492156 65. ANWER ALI BLOCK II HOUSE NO. 110 TOWN SHIP LHR N/A 66. M. ASGHAR MUGHAL 252 - G WAPDA TOWN 0300-2581382 67. SYED ZESHAN ALI CANAL VIEW 0321-4834894 68. MIAN WALEED 72 NAZAM BLOCK A 4 TOWN SHIP 0321-8883236 69. MRS. MINHAS 259 -3B-I TOWNSHIP 0333-4738207 70. MRS. ANJUM A-II 22/4 TOWNSHIP 0300-8807697 71. ZIL-E-HUMA A BLOCK , 321 CANAL VIEW 0303-4909615 72. SYED MOHSIN RAZA THOKAR NIAZ BAIG 0321-4961408 73. M. ABDULLAH E BLOCK CANAL VIEW 0302-4121272 74. RUBINA 3/2 - D EMF 0306-8718882 75. M. HUSSAIN JAFFRI 119-II- B-I TOWNSHIP, LAHORE 0321-4221472

43 | P a g e JOUHAR TOWN LAHORE MOBILE SHOP 76. SAHIL 0345-7775641 NEAR MOCHI PURA TOWNSHIP 77. M. SHAHID SAJID PAINT HOUSE TOWNSHIP 0323-4523649 78. ABBAS ALI SHOP # 1 HUSSAIN MARKET BLOCK # 15 TOWNSHIP 0300-4720311 79. M. IMRAN GLAMOUR ONE PLAZA TOWNSHIP 0301-4456441 80. FAROOQ HOUSE #. 54, BLOCK # 15, TOWNSHIP N/A 81. MUBARAK ALI 3-A, LALAZAR COLONY PHASE II RAIND ROAD , LHR 0333-4354011 82. ASIF SAEED 542 - 15 B 1, TOWNSHIP 0321-4218942 83. JAWAD HUSSAIN ALI MOBILE CENTER AL-MADIHA ROAD TOWNSHIP 0323-4757018 84. YASIR ALI FAROOQ TRADERS AL MADIHA ROAD TOWNSHIP 0307-4730089 85. ZEESHAN SHOP # 42 GHANI MOBILE TOWNSHIP 0334-4334496 86. M. ANWAR 717 / A/ 1 TOWNSHIP (LESCO) 0322-4869418 /042-5121868 87. LIAQUAT ALI 771 A / 1 TOWNSHIP (LESCO) 042-5121868 /0345-6382347 88. M. SULTAN 717 A / 1 TOWNSHIP (LESCO) 042-5121868 /0300-4603324 89. S.M. SAMI TOWNSHIP (LESCO) 0333-4787706 90. SYAD SHABBIR TOWNSHIP (LESCO) 042-35120128 91. ZAFAR IQBAL 771 A / 1 TOWNSHIP (LESCO) 042-5121868 /0345-4665087 92. M. RASHID 717 A / 1 TOWNSHIP (LESCO) 0321-4349072 93. SHAHID ABBAS KHURD PUR MULTAN ROAD LHR N/A 94. BULANDA KHURD PUR MULTAN ROAD LHR N/A 95. SHABAZ AHMED KHSRA 178 /2924 GUJJAR PERA N/A 96. DILAWAR HUSSAIN KHURD PUR MULTAN ROAD LHR N/A 97. HASOO MASOO KHURD PUR MULTAN ROAD LHR N/A 98. BILAL AHMED AWAN TOWN LHR 0304-6330631 99. AZEEM SHAZAD AWAN TOWN LHR 0313-3324143 100. M. ZAHEER NIAZ BAIG 0300-8700808 101. M. RASHEED NIAZ BAID 0343-7863234

44 | P a g e S.#. NAME ADDRESS CONTACT #. 102. M. SHABAZ THOKAR NIAZ BAIG RAIWAND ROAD 0333-5152363 103. MR. ABU BAKAR LESCO (HEAD OFFICE) 0321-9000030 104. MR. AURANGZEB TANVEER LESCO (HEAD OFFICE) 0314-7170110 105. LIAQAT ALI LESCO OFFICE (TOWN SHIP) 0345-6382347 106. ASAD BHATI H.NO 1445 / A MOHALLA SULTAN 0333-4536443 107. ZEENAT BIBI INYAT PARK JIA MOSA 0321-4716749 108. JAVEED BASHIR MUSLIM COLONY JIA MOSA 0333-4281705

109. KHALID RIAZ LAJ PAT SHAHDRA 0322-4967040 110. M. FAROOQ SUBHANI MALIK PURA SHAHDRA 0336-4148334 111. PERVAIZ BHATTI SHAHDRA INCOMPLETE NO 112. MALIK AKHTAR BEGUM ROAD 0300-4479173 113. HABIB ULLAH BHATTI ALI PURA, SHAHDRA, LHR 0345-4262712 114. IMTIAZ NAZIR KALA KHOH SHAHDRA 0322-4006527 115. MAIN YASIN SHAHDRA 0300-4248297 116. M. AWAIS MAIN BAZAR SHAHDRA 0322-4393390 117. M. FAZAL BHATTI PARACHA COLOY SHAHDRA 0334-4169179 118. M. YASMEEN BHOOTA COLONY SHAHDRA 0323-7438152 119. IJAZ KHAN LAJ PAT SHAHDRA 0322-4037197 120. M. SAJJAD RAVI WALA TELA ST. NO 4 0323-4639476 121. AMIR ALLAHI A /1755 MOHALLAH SATHI 0321-4800803 MOHALLAH KH RAFIQ SHAHEED STREET M. ALI CHUGHTAI 042-37656973 122. LOHANI GATE H.NO 1260 - A- MANDAR WALA GATE SHEHZAD KHAN N/A 123. INSIDE BHATI GATE TEHSIL BAZAR 124. AZHAR KHAN BHATI GATE LHR 0300-4183297 125. NASIR ALI SAID MITHA BAZAR TAXOLI, LHR 0324-4435084 126. CH. IMTIAZ 1851 SAID MITTA BHATI GATE. 0324-4578206 127. BASHEER LAJPAT NAGAR 0322-4122256 128. M. ABBAS MAIN BAZAR JAIA MOSA SHAHDRA 0300-4479173

45 | P a g e 129. IJAZ AHMED KHAN LAJPAT ROAD SHAHDRA 0334-0176032 130. TANVEER SHOP # 424 SUPER SHAH ALAM MARKET 0300-4230332 131. AMJAD 422-CIRCULAR RAOD 0324-4306877 132. M. YASIR 421 - SUPER SHAH ALAM MARKET, CIRCULAR ROAD. 0300-4301322 133. ARSALAN 427 SUPER SHAH ALAM MARKET. 0332-4432383 134. M. BABER SARWAR SHOP NO. 419 SUPER SHAH ALAM MARKET. 0300-4267604 135. ASIF KHAN 426 - SUPER SHAH ALAM MARKET. 0333-4329528 136. NAZIR AHMED 425- SUPER SHAH ALAM MARKET. 0300-9480425 137. ZAHEER HOUSE # 11, ST 21, SHAHARA TOWN 0323-9309339 138. MST RASHIDA NR HUSSAIN SHAH WALI SHAHDRA 0336-61991629 139. GULAM MASTAFA DHAIR NR SHAH HUSSAIN WALI SHD 0334-1076032 140. CH. AWAIS AHMED JASPAT VILLIAGE SHAHDRA TOWN, LHR. 0336-4148334 141. G. RASUL JASPAT SHAHDRA TOWN, LHR. 0301-3064805 142. SHAH MUHAMMAD SHAHDRA 0322-9309339 H.NO -123, B-63 KOT SHAHAB DIN MAIN M. KHOKHAR 0336-4148334 143. GT RD, SHAHDRA 144. M. YOUSAF LAJ PAT NAGAR 0321-4941875 145. SHAH UDDIN ST 6, LAJPAT NAGAR 0300-552071 146. SARAJ DIN ST 7 B LAJPAT NAGAR LHR 0301-3064805 147. M. NASIR TAXALI GATE LHR (LESCO OFFICE) 0300-8470494 148. SHABAZ AHMED TAXALI GATE LHR (LESCO OFFICE) 0300-2461007 149. M. BOOTA SHAHDRA (LESCO OFFICE) 0300-439183 150. FARUK ASHRAF 232 , INSIDE BAHTI GATE. (LESCO OFFICE) 0345-4125544 151. ATIF MUMTAZ SEGSO CIRCLE LHR. (LESCO OFFICE) 042-99260173 152. M. UMAR BHATI GATE (LESCO OFFICE) 042-35776413 /0300-4516105 153. SYED QAMAR TAXALI GATE LHR (LESCO OFFICE) 0312-5121172 154. M.BABAR SHAHDRA JIA MOSA(LESCO OFFICE) 042-35813725 155. ZAHID AHMED SHAHDRA JIA MOSA(LESCO OFFICE) 0333-4825528

46 | P a g e ANNEXURE – 4-PICTURE GALLERY:

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