THE revised billing system of the Hyderabad Electric Supply Company (Hesco) has shifted a number of important billing particulars from the printed bill to a QR-code-based platform. Consequently, consumers who wish to know complete billing details are expected to possess a smartphone, fully understand QR-code technology, have access to mobile internet, and be capable of interpreting digital information. This level of expectation does not reflect the ground realities of Pakistan.
Although Pakistan has made rather encouraging progress in education and information technology, a substantial segment of the population still faces literacy and digital literacy challenges. Many parts of the country experience prolonged electricity outages, which render mobile phones and internet devices unusable. In villages and peripheral urban areas, consumers struggle with poor network coverage. The inability to scan a QR code is, therefore, not a matter of unwillingness; it is the result of circum-stances beyond the consumers’ control.
Another dimension of the issue is the additional financial burden posed by digital dependence. Consumers unable to access QR-code information frequently seek assistance from communication outlets, internet cafes and utility service centres. Information that was previously printed free of cost on the bills should not become an additional expense. The principle of good governance requires that all public services remain totally free and inclusive.
Dr Muhammad Ashraf Memon
Hyderabad
Published in Dawn, September 8th, 2026
