Regular traffic at GPL commercial offices is expected to ease with the Commun-ity Based Customer Service Representative Programme because customers would take up all queries with chosen representatives in various areas. GPL will target only Region Six (East Berbice/ Corentyne) for the pilot project before a decision is taken to roll out the service countrywide.
Deputy Chief Executive Officer at the power company Ishwar Deonarine said GPL intends to improve customer services with the new programme, noting that the company is aware of the frustrations people face. He said the idea is to interact on a different level with people; a level where they are able to receive a better service and answers more promptly.
He said customers in the pilot areas, which include Black Bush Polder and Crabwood Creek among others, need not approach a commercial office with a query or a complaint, but would interact directly with GPL representatives in the areas. The representatives who have been described as “accessible, honest and reliable” would follow-up the queries and complaints with GPL on behalf of affected customers and provide answers to the people.
The new programme will complement the current systems in place, according to Deonarine.
He mentioned GPL’s commercial call centre which operates between Monday to Friday and the emergency call centre which he said is available every day of the week at any hour for customers with technical queries.
Still on customer service, he said GPL is seeking to move away from the practice of sending out bills which are estimated to customers and would “prefer people get bills with a true reading”. He said the company is hoping that people opt for the pre-paid meters because “they are better”.
Chief Executive Officer Bharrat Dindyal called the new programme a necessary step forward as the company builds its capacity. He said customer relations is an integral part of the advancements in the electricity sector stressing that if things improve generally the relationship bet-ween the company and its customers is likely to change for the better.
Dindyal said the push towards a community based programme will reduce the time people spend at GPL offices seeking answers. He said GPL has built capacity and improved generation within recent months, but underscored that more work still needs to be done. He noted that an additional 25 megawatts would have a tremendous impact on the company’s operations, but that GPL currently has no access to this.
Dindyal also added his voice to the calls for customers to install pre-paid meters saying it is the future of the sector.
He said the pre-paid meters are more economical and people are finding this out because “they are requesting them every day”.
Prime Minister Samuel Hinds, who was also present at the launch, hailed the pilot project as a good start. He said based on the feedback the project would be rolled out across the country, but pointed out that some areas, based on population, would require more than one representative. Hinds said GPL has made progress in various areas but continues to suffer heavy losses.
According to the Prime Minister, GPL needs to bring down its losses if it is going to effectively serve the people. He spoke of persons within the power company who are engaging in corrupt practices and hurting the sector as a result of it. On this note, he called for heightened awareness of the pre-paid meters saying that customers will cut consumption losses if they sign on.
Four of the five customer representatives chosen for the pilot project were introduced to the media at the launch yesterday.
