FESCO’s Open Courts Solve 1,184 Customer Issues: In what can be termed a commendable step to deal with grievances related to electricity by the people, Faisalabad Electric Supply Company has redressed 1,184 complaints within a day. The complaints were taken during open courts that were arranged above the operational sectors of the company, reflecting FESCO‘s desire to address and cater to its clients efficiently.
Addressing The Complaints By The Public in Open Courts
Over the past few months, Faisalabad Electric Supply Company has been a frequent organizer of open courts at subdivision levels whereby the customers reach and report on any electricity-related issues more easily. In these offices, the public is received to air out their grievances every Monday to Wednesday from 11 a.m. to 1 p.m. These hours are set aside in order for consumers to come and air their grievances without having to spend a lot of time in queues to be attended to. This is such a measure that all customers are provided with maximum comfort while the company strives to attain the desired level of service.
During these sessions, the consuming public is further requested to provide any complaint in respect of overcharging, malfunctioning meters, suspension of power supply, malfunctioning of transformer, delays in providing new connections and many other concerns with regard to power supply. FESCO is not only addressing its low service quality by solving these issues on the field but is also taking care of the customers ‘nerves’ right where they erupt.
A Breakdown of Complaints and Resolutions
As they supervise 147 subdivisions in the regional divisions, Fesco received during the recent open court 1193 complaints. Most of these complaints were related to the most common issues that electricity consumers face, like wrong billing, meter interference, and power interruption. The Sub-Divisional Officers (SDOs), who are responsible for the day-to-day activities at the subdivision level, issued orders immediately there and then. Such averts the need for waiting until a response is received by other individuals to the specific complaint.
From the entire 1193 complaints filed, no less than 1184 were resolved on the complaining day, which was rather impressive, so to speak, considering the resolution owed actual Fesco workmanship. This marks the exact areas where these complaints were handled systematically:
- First Circle Faisalabad: 359 complaints resolved
- Second Circle Faisalabad: 343 complaints resolved
- Jhang Circle: 83 complaints resolved
- Sargodha Circle: 123 complaints resolved
- Mianwali Circle: 116 complaints resolved
- Toba Tek Singh Circle: 160 complaints resolved
The promptness with which these complaints are dealt with is a clear testament to the level of service documented above in that FESCO is ready to satisfy its clients in a quick and dependable way. FESCO did not fail to surprise, as every region focused its energy on the success of the initiative. That’s why it is evident that FESCO’s inbuilt structure is effective and able to process many complaints within days.
Why is FESCO Responsible For Such Activities?
What is different about FESCO’s initiative is the orientation towards the customer. Through conducting such courts, the firm has enabled the public complaint mechanism whereby consumers can reach FESCO’s officials and have their issues attended to promptly without any delay from the bureaucracy. This is so critical in this industry, especially where practices like overbilling, as well as interruptions of power supply, can be a concern to people’s daily activities.
Engineer Muhammad Amir FESCO’s Chief Executive Officer has particularly been keen on the running of the open courts initiative so that the standing of the process is upheld. His participation brings into the picture FESCO’s focus on its customers and their desire for quality service. In an attempt to achieve this, top management being in charge of the initiative at FESCO allows for sufficient leadership accountability and transparency, which are very critical in gaining public confidence.
Commitment To Service Quality
To understand what aiming at improvement, such as the FESCO’s initiative of open court as a valid strategy of customer service provision, might look like, it is enough to remember that it is only air conditioning that people seem to live without for the time being. The organization understands well the necessity to prevent any outages and to react nearly instantaneously to the client’s request. For this purpose, if on the same day when a customer complaint is made, there is an effort to ensure that the complaint is fully addressed, this goes a long way in easing the pressure that is put on the customer care departments and improving the image of FESCO as a proactive utility provider.
In a particularly useful way, the company’s activities are of immense relevance in a nation where power cuts are so frequent that at times, normal activities have to stop. When these complaints arise, they may hamper business activities, especially when satisfactory solutions are not forthcoming. Territorial administrative bodies dealing with customer complaints have to be more responsive because of their contribution to social stability and the promotion of economic activity.
It Is All About the Future
In the future, FESCO also plans to further improve the efficiency of its internal processes and practice the conduct of open courts on customers’ complaints. It’s enough to notice that the recent open court sessions, which were aimed at resolving over 1100 complaints in one day, resulted in positive outcomes that then will drive the company further internally and externally. With high on improvement in customer satisfaction through proper management of the company and its services’ improvement, FESCO is bound to retain its dominancy in electricity distribution business.
Considering the above note, the efficiency displayed by FESCO in addressing so many complaints in one day leaves no doubt that their dedication to the end users is well exhibited. The open court practice speaks volume of how FESCO is foreseeing the customers’ issues and the concern that all problems related to electricity are effectively managed and dealt with within a reasonable time frame.
FAQs:
Q1. What is FESCO’s open court?
A1. FESCO’s open courts are sessions held from 11 a.m. to 1 p.m. to address electricity-related complaints from customers.
Q2. How many complaints were resolved by FESCO in one day?
A2. FESCO resolved 1,184 complaints in a single day across its regions.
Q3. What kind of complaints are handled in open courts?
A3. Open courts handle complaints like overbilling, defective meters, transformer issues, and new connection delays.
Q4. How many subdivisions are there in FESCO’s division?
A4. There are 147 subdivisions under FESCO’s jurisdiction.
Q5. Who monitors the open court process?
A5. FESCO’s CEO, Engineer Muhammad Amir, supervises the open courts to ensure timely complaint resolution.
