Dear Editor,
One of my new tenants has had 3 recent bills. They were (1) $16,730.00, (2) $7,582.00 and (3) $85,521.00.
My billing for a similar period has been: (1). $12,961.00, (2) $5,055.00 (3) $ 5,544.00 and (4) $55,499.00.
It would appear that the GPL is simply making an arbitrary charge against some accounts to offset a problem of cash flow, and is thus blackmailing their consumers by threatening disconnection over the holidays. This cannot be right ‒ but it happens.
One fallacy is the “meter reader”. Since the company appears to have stopped employing meter readers and has contracted out the job, there appears to be a dearth of accurate readings. This is apparent from the increase in “estimated readings”. There is a property with seven meters serving seven apartments. The meter reader has been known to read five and estimated a reading on two, as no one was home. This is totally wrong, as once in the yard all seven are available. The company also advises on the bills that your meter will be read at any time over three days. This is unreasonable as the customer has to stay home for three days on the off chance a meter reader will choose to ‘drop in’. The company should only be allowed to ask for a half day for the customer to be home. But it should be noted that with a three-day period, there is a good chance that the customer will go out, which opens the door to an estimated reading.
One consumer did look out for the meter reader for three days, but the reader never came. The problem seems to lie with the supervision of the readers. Meter readers, even if contracted, need to be supervised. Such supervision cannot be done from an air-conditioned office. The need is to go out from time to time to check up on the contractors.
Under the present system the contractor can stay home and estimate. The only place he has to go is to the office to collect his cheque. (He is paid, his cheque is not estimated!)
As for making complaints and/or payments, the customer has to be prepared to give up at least half a day. This is because at the offices at Main and Middle Streets, there are cashiers at only (if you are lucky) about 75% of the booths provided. Generally it is less than this.
The question arises, when do estimates become fraudulent? Recently the press highlighted the high salaries of some members of GPL’s management. This is acceptable once the utility is well run. but from the press reports it would appear losses are still at an unacceptable level and customer satisfaction appears to be non-existent.
As regards prepaid meters, this oblivious solution has allegedly been stymied by GPL as the customers have found a cheap way to bypass the meter. If this is true, then GPL has chosen to refuse to offer this service.
Another problem is that GPL will not do anything to facilitate the relocation of a meter which is almost impossible to read. It would appear GPL’s whole management structure is in need of reform.
Customer service should be taught to all management personnel who are in contact with the public. Frankly GPL would not exist if they did not have a monopoly.
Yours faithfully,
John Willems
