I HAVE been a K-Electric consumer for the last 35 years and have been paying my bills much before its due date every month. Myself and my son normally pay utility bills online through our bank accounts. Last month, owing to some confusion, we failed to pay our KE bill, amounting to Rs1,590.

On 9th of Moharram, the electricity went off around 12:00 noon. Since KE had announced no loadshedding during 9th and 10th of Moharram, I decided to lodge a complaint with KE for power failure.

I was taken by surprise when the customer service representative at KE complaint centre told me on the phone that my complaint could not be entertained as I had not paid my last month’s bill. I requested the CSR to check my payment history which will reflect my bill payment much before its due date every month, but he insisted that I pay my bill first. Here I would like to remind KE that they charge late fee to consumers if they pay the bill after due date.

I asked the CSR whether he would lodge my complaint if I made online payment right away? To this, he said that it would take five working days for KE to receive payment made through online and thus my complaint would not be lodged.

Billions of rupees are outstanding against so many goverment institutions, politicians, businessmen and other influential feudals, but it appears that laws in Pakistan are not meant for the rich. It only applies to the poor and middle class people.

Will the KE please explain why a complaint of electricity failure cannot be lodged for non-payment of Rs1,590 even when the past history shows regular settlement of KE dues? How can KE even think of disappointing its honest and loyal consumers?

M. Rafique Zakaria

Karachi

Published in Dawn November 28th, 2016