Post by Ahmed Nisar on Aug 19, 2010 23:26:24 GMT
Some Questions To K. E. S. C.
Considering that KESC is trying to project a caring image by going through the actions of showing concern for the affectees of the current floods, it is pertinent to ask KESC some questions:
1. Why is it that K. E. S. C. does not add more lines to its helpline exchange 118 and provides more operatives at its Response Centre, when it knows that the volume of complaints is high due to its abysmal incompetence and total disregard of its obligation to customers?
2. Why is it that, in general, the operatives attending calls at 118 are rude, ill-trained in customer relationship management and ill-informed?
3. Why is it that K. E. S. C. does not provide its Response Centre (118) with a computerized console of its distribution network so that the operatives can know in real time what has gone wrong where and accordingly inform customers?
4. Why is it that the incidence of what the K. E. S. C. calls “Technical Faults” is exponentially greater than anywhere else in Pakistan?
5. Why is it that telephone numbers from which very frequent complaint calls are made at 118 are blocked by K. E. S. C.? Is this a K. E. S. C. policy or is it done by operatives? It has often happened that when calls from one number consistently fail a call from another at the same time gets through?
6. How is it that after proclaiming through the Press April 2009 that K. E. S. C. will be or bringing onstream an additional 450 MW in November 2009 K. E. S. C. has so far failed to do so and none at K. E. S. C. is in a position to say when this additional MW will come onstream?
7. Is not the K. E. S.C. harassing frequent complainants by sending truck loads of ill-mannered staff to their premises threatening to cut off their connections and sending them bills of arrears amounting to lacs of rupees? This is happening to hundreds of people in Clifton block 8, block 9, block 2, and D. H. A. phase 2, phase 2 Ext., phase 4, phase 5, phase 7 as well as many other areas of Karachi.
8. Is not power theft always with the connivance of K. E. S. C. thereby infringing the rights of K. E. S. C. customers?
9. Does not there exist an urgent need to have the accounts of K. E. S. C. audited by some reliable and trust worthy auditors such as K. P. M. G., Price Water House, Deloitte?
10. Do not there exist immediate causes for the Justices of the Sindh High Court or the Supreme Court of Pakistan to take Suo Moto cognizance of the mismanagement, incompetence and negligence of contractual obligation by K. E. S. C.?
11. Why is it that despite earning billions in revenue K. E. S. C. is not ploughing back funds to properly maintain its system and network to optional functional standards?
12. Why is it that K. E. S. C. is consistently defaulting on its payables to P. S. O., S. S. G., HUBCO, PEPCO and other suppliers?
13. Why is it that “Technical Faults” usually take KESC 8, 10, 12, 14, 16, 18, 20 or more hours to rectify?
14. The K. E. S. C. announced that it will be investing US $361 in modernizing and enhancing its system. This has not happened. Instead one sees fancy office accommodation being built and lavishly furnished at HUGE expense while Karachi remains without electricity due K. E. S. C’s incompetence. What justification is there for this non-productive expenditure when K. E. S. C. helpline operatives shamelessly tell customers that the system and network are obsolete and faults will continue to happen?
15. Why are customers being tortured by withdrawing electricity at midnight while they are preparing to go to sleep. Switching off power at this time means that customers have to stay up another two hours. Is this how K. E. S. C. is respecting Ramadhaan?
