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Minister confronts Escom on customer service

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Minister of Energy Ibrahim Matola has challenged Electricity Supply Corporation of Malawi (Escom)’s customer service personnel to treat people’s complaints with a sense of urgency.

Matola was speaking when he visited the company’s customer service offices in Blantyre.

“I have received complaints that Escom takes time to rectify faults. Sometimes you take weeks. At the time someone calls you, they are already frustrated and it is important that you treat their complaints with a sense of urgency,” he said.

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While conceding that they take time to respond to people’s complaints about faults, Escom’s Call Centre Manager Kitty Chingota said Escom faces a number of logistical challenges in handling complaints.

“To begin with, the areas we operate in are far and wide. This makes it difficult for our teams to reach every customer in time with two or three vehicles we have per station.

“To deal with that, we plan to zone the areas further so that we have personnel and vehicles specifically for the zones,” she said.

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Chingota further said Escom is developing a call centre which will simplify complaints-handling processes.

“We do not have a call centre but just a help desk. We are coming up with a call centre which will come up with a toll free number 2020.

“With the new system in place, customers will also be able to report faults via Facebook and WhatsApp. What I can say is that when this system is up and running, our customers should not abuse the toll-free line by calling us unnecessarily because at that time someone in need would be failing to get through,” she said.

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