GPL came out to fix fault only after there was mention of the media

Dear Editor,

On April 30, 2012, I arrived home around midnight from my second job. I was looking forward to having a shower and relaxing for a while in front of the TV before going to bed. However, as I turned into my street I knew that would not be possible – half the street had lights while the other half, my house included, was in darkness.

I immediately called GPL’s emergency line. As I started to relate the problem to the operator who eventually answered after I had pressed several numbers as indicated by the automated voice that answered my call, she stopped me saying that the fault had already been reported.

Curious, I asked the operator, who identified herself as Melissa, when the fault was reported and she said that she saw the report around 10 pm. However, she continued, the crew had told her that they would not be able to come out “at this hour of the night” and they would see about it in the morning.

I felt disappointed that I would not be able to relax as I had planned and then angry that I could not use my water pump to shower, my microwave to heat something to eat and at the thought that the food in my fridge might spoil since I had no idea how long the power had been off. I asked Melissa whether the crew would refuse to come out if there was a fire. She did not respond. Resigned, I then indicated to her that I would make an issue of it in the media.

Immediately, she told me to hold on and then came back and asked for directions to the area. About an hour later, there was still no crew in sight. I called the emergency number again and asked Melissa what the position was. She assured me that the crew had the directions and would come, but warned that they were coming in a very old bus and that it would take time. I told Melissa that I would have been happy to pick them up and bring them here, but she said that would not be necessary. I then told her that if they were not here in 30 minutes to expect another call from me. Well the recording at the beginning warned that the call might be monitored and I suspect that’s the only reason Melissa didn’t tell me to jump off a cliff. However, the loud slamming down of the phone on her end spoke volumes.

Fifteen minutes later, the crew came and at just after 2 am yesterday the fault was fixed, power restored and I was finally able to bathe, eat and relax.

I am grateful that the men came out and fixed the problem, but I am bothered by the fact that it had been reported earlier—obviously by one of my neighbours—and could have been fixed earlier, but that it took the mention of the media to get action. This is just not right!

Electricity consumers are paying for a service and this is what they should receive, rather than being subjected to the whims and fancies of the power company’s staff.

Yours faithfully,
G Thomas