MERA issues Serious Warning to ESCOM over Poor Customer Care

Malawi Energy Regulatory Authority MERA has issued serious warning to Electricity Supply Corporation of Malawi ESCOM over poor customer care experienced by consumers

In a letter to chief executive officer of ESCOM Chief executive officer of MERA Henry Kachaje says the Authority received complaints from various customers concerning the bad experience in ESCOM’s service delivery overtime

Kachaje says customers are kept waiting for long periods of time before being attended to when using its platforms to report faults, at times customers are completely ignored, call centre staff are rude and faults staff demand money to rectify the faults or connect electricity to new customers

Meanwhile ESCOM says has taken measures to address concerns of poor service delivery

Management of ESCOM has said this after Malawi Energy Regulatory Authority MERA issued a serious warning to the corporation over poor customer care to consumers

In a public notice ESCOM Management says has also issued a serious warning to employees over inappropriate handling of customers and corruption among others

It says is investigating reports of bribery, developed internal steering committee for sustainable centric fault clearing systems, hired contractors to speed up new electricity connections, stepped up procurement of construction materials and digital media campaign

ESCOM says it regrets issues raised such as call centres inappropriate handling of customers seeking fault clearance, delayed fault clearing and new electricity connections, reports of bribery and corruption