These columns should ideally be used to express constructive criticism and present ideas from the people for overall improvement and intellectual growth of society. However, it is really painful to see this precious space being mostly consumed by citizens’ complaints against poor quality services of utility companies. Due to inefficiency of the utility services and their neglect of consumers’ problems, the citizens are ultimately compelled to turn to this space to make public complaints about the complaints already lodged with utility companies in the hope of getting them resolved expeditiously.

My recent longstanding PTCL complaint is a case in point. From Nov 30 to Dec 8, I have received four consecutive complaint numbers for my faulty landline number 021-34115184. I have used all channels of lodging complaints – online, lengthy automatic complaint system 1218, and talking to customer care officers over the PTCL helpline.

However, every time, a text message on my mobile phone has informed me that the complaint has been ‘resolved’ even though my phone and internet have been out of order since Nov 29.

In the meantime, I have received monthly PTCL bill of the full amount for the preceding month, and I am sure I will receive the next bill of full amount without PTCL bothering about the simple fact that its services have remained unavailable to me for a considerable time.

I am also sure that the PTCL spokesperson will read this letter and promptly respond through another letter in these very columns because this is what the spokesperson does so with impeccable consistency. My previous letter (April 5) was also honoured that way.

I hope that the PTCL authorities will realise the critical importance of uninterrupted tele-connectivity when online education and work-from-home arrangements have become the new normal in these days of Covid-19.

Further, the PTCL spokesperson and the top management should focus on prompt resolution of customers’ problems instead of responding to complaints through newspapers.

Raihan A. K. Lodhi
Karachi

Published in Dawn, December 13th, 2020

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