SESB should improve customer services
Kota Kinabalu, 14 May 2009: Sabah Electricity Sdn. Bhd., (SESB) has
caused lots of inconveniences for failing to notify the consumers on
load shedding and power failures in advance.
Luyang Assemblywoman Melanie Chia said consumers, in particular,
those residing at the city and nearby areas were caught with
surprises yesterday when they were hit with black out once again
without early notification.
"The SESB should place advance notices in the newspapers of power
failures that might hit certain areas. A resident who happened to be
a café operator, here, complaint that she was unable to do the
baking for the day when black out struck at about 10am until 1pm and
have nothing to sell for the day," she said in a statement, here,
yesterday.
"Who is going to bear the losses suffered by the proprietor? she
asked.
She said the café operator had called on SESB Hotline to query
reasons behind the power failure and were received with rude answers
from the Hotline operator.
Melanie said the Hotline operator claimed SESB has placed advance
notices in the newspapers on April 21, However, a check revealed
that the notice, which appeared in a local English daily on April
21, was only on scheduled power disruption in the Inanam area.
"It was regretted when the Hotline operator had to act in such
unpleasant manner. I hoped the SESB could teach their front line
staffs on how to handle customers with good public relation skills,"
she said.
She said bad public relation handling could anger and frustrate the
consumers more whenever there are power failures and SESB should
take notice about it.
Melanie also said that the recent unscheduled power failures caused
by breakdowns are worrying.
"Has SESB adhered to a comprehensive maintenance programme? How is
it that breakdowns seen to be the norm of the day? She further
asked.
She hopes that SESB will ensure that their frontline customer
service staff will discharge their duty diligently and politely in
order not to further aggravate customers' frustrations. |
