The Electricity Supply Corporation of Malawi (Escom) interfaced with its customers on Monday this week, during a review meeting of Escom’s customer service charter in Blantyre.
Under discussion was the 2014 service charter which committed to attain service level standards, including opening for business any of its customer service offices from 8am to 4pm during week days, providing service standards and general information to customers and also attending to reported meter faults within four hours and resolving general complaints within 10 working days. According to all customers present at the meeting, the charter failed to achieve its objectives. Present at the meeting was Consumers Association of Malawi executive director John Kapito who took shots at the poor customer service at the parastatal. “We are not pleased with the attitudes and behaviours of Escom staff. Escom staff are rude and do ask for bribes to provide a service.” said Kapito.
On the other hand, Arkay Plastics maintenance in-charge Gilbert Hauli complained that the parastatal is not responding to customer complaints in time. “Escom has failed in many ways, including delivering services on time. We, therefore, expect that Escom will improve in the many areas it has failed to deliver,” he said.
In response to the complaints, Escom chief executive officer Allexon Chiwaya admitted that Escom has not performed to the expectations of its customers, saying the meeting provided a platform for the company to hear views from their customers. Moving forward, the CEO Chiwaya said a new service charter is expected to be ready in March 2021 after consultations with the
Public. The new service charter, among others, seeks to iron out all the concerns from their customers