Dear Editor,
My telephone 220-2512 was reported to 097 as being out of order on Monday, December 21, 2009. I was given a reference No 1134786. Do you know, Editor, that until now no one has come to fix it, or to let me know whether the fault is more difficult than expected and that they are working on it? Nothing at all, and they saying, “You are our valued customer, you are important to us.”
All those words are a lot of trash. If I was all that important why was the phone not fixed before Christmas or before New Year, so where is the value and the importance? Let’s say they could not fix it for the Christmas, they had four working days before New Year.
I would recommend that GT &T should establish an Internal Audit Department, not to do financial auditing since the external auditors would be auditing the accounts, but to do operational auditing and to audit the performance of management. They should also include in their audit programme fault reporting. They should examine the system and take a sample of faults throughout the system to determine where the delays occurred in carrying out the repairs in a timely manner, and to cost the delays to show how much the company lost in terms of dollars through excessive delays.
The audit report should be addressed to the General Manager who should review the audit findings and recommendations and have them implemented for the better performance of the company in order that the words “valued customer” and “important to us” would be more meaningful.
Yours faithfully,
J Kadaru
We are sending a copy of this letter to GT&T for any comments they might wish to make.
