Dear Editor,
With reference to the letter penned by Mr Roshan Khan which was published on Wednesday, June 18, 2014 in Kaieteur News captioned ‘GPL Main Street – a definite nightmare worse than the US Embassy’ and in Stabroek News on the same date titled ‘It is easier to get a visa from the US Embassy than service from GPL,’ the Guyana Power and Light Inc wishes to state the following.
While we acknowledge the compliment bestowed upon the CEO, Mr Bharat Dindyal as he steers the company’s operations, in like manner we wish to state our concerns with respect to the experience reported by Mr Khan’s secretary.
GPL introduced the ‘Take A Number System’ in order to reduce the chances of customers competing for service, so that customers can rest assured that they will be attended to in an orderly fashion.
It is unfortunate that the alleged wait reported by Mr Khan’s secretary was extensive, but the number presented to his secretary would have indicated the number of customers waiting for service. The seating capacity of Main Street office is eighty-six and the secretary’s experience suggested that there were 209 people waiting for service. This is premised on the presented ticket of I86 against the serving ticket of G76. Nevertheless the company stands firm on its commitment to reduce the waiting time. Every query that greets our Customer Service Representatives (CSRs) must be addressed in great detail in order to ensure customer satisfaction. The interaction between a customer and a CSR has no assigned/specified duration to address any given service, as it is the CSRs’ duty to ensure that customers are given the required attention to their matters. Further, in recognition of our rapidly increasing customer base, the company commissioned three new Customer Service Centres at Parika, East Bank Essequibo; Grove, East Bank Demerara; and Mon Repos, East Coast Demerara in April of this year. These offices are intended to reduce the influx of customers visiting our Main Street Customer Service Centre and to increase the level of accessibility to our commercial services.
We also are encouraging our customers to take advantage of our value added services such as:
• Our online account enquiry service via www.gplinc.com
• Our automated telephone account enquiry system on 2260783
• Our monthly distribution of bills via electronic mail – E-Billing. You can register via our web site @ http://www.gplinc.com/ebill/register
Again, GPL wishes to acknowledge Mr Roshan Khan’s dissatisfaction in relation to the level of service meted out to his secretary and by extension to him. As an essential services provider, we do apologize and promise to explore all avenues towards continuously improving our service.
Yours faithfully,
Shevion Sears-Murray
Public Relations Officer
Guyana Power and Light Inc
