IESCO Chief Addresses Customer Complaints Promptly: Chief Executive Officer of Islamabad Electric Supply Company (IESCO), Muhammad Naeem Jan, visited different SDO offices in the Islamabad Circle where ‘kacharies’ were being conducted.
Direct Engagement with Customers
In these visits, Muhammad Naeem Jan directly interacted with customers who attended these forums. He addressed their electricity-related grievances and ordered the respective officers to address these complaints. Such an initiative showcases the company’s readiness to deal with consumers’ complaints effectively and on short notice.
Daily Open Forums are Appreciated
Customers also thanked the management for the daily open kacheries in all SDO offices held from 11 a.m. to 1 p.m. in compliance with the instructions from the Government of Pakistan Ministry of Energy, Power Division. These forums have been found to be useful in raising concerns that would otherwise take a long time to be addressed, like billing errors, power outages, installation and replacement of transformers and meters, and non-receipt of electricity bills.
Commendations for Field Officers
Naeem Jan expressed his appreciation to the field officers for the good job done in such a way that all customer complaints are addressed immediately. He also stressed the fact that every employee should be friendly and professionally related to the customers, which echoed the company’s commitment to customers.
Impressive Complaint Resolution Statistics
A total of 10,481 complaints have been lodged across the 126 SDOs since the time the open kacharies were introduced on July 15, 2024. Of the above, 10,449 objections have been immediately addressed, and for the rest, the required directions have been issued.
Encouragement for Customer Participation
There is always a call to come and participate, and be prepared to have your electricity-related issues addressed as and when they arise. This has been a major move that will go a long way toward improving customers’ satisfaction and the efficiency of service delivery.
FAQs
Q1: What type of open kacharies are held by IESCO?
A1: Open kacharies are daily customer meetings at the SDO offices where customers report cases of electricity problems.
Q2: On which date are the open kacharies conducted?
A2: Basic kitchens are open to the public daily from 11:00 AM to 1:00 PM in all SDO offices.
Q3: What kinds of problems can be discussed in these sessions?
A3: Problems like billing incorrect calculations, power failure, and the installation or replacement of transformers or meters can be solved.
Q4: To what extent have open channels been efficient in handling complaints?
A4: Out of 10,481 registered complaints, 10,449 have been aligned to be addressed since July 15, 2024.
Q5: How would customers be involved in these open channels?
A5: SDO offices are open at specific hours within the week, and customers can be attended to regarding their electricity issues.
