Dear Editor,
The undersigned empathises totally with the thrust of the complaint by Mr. E. Lance Carberry (in SN of February 9) concerning the general autocratic style of what GTT calls ‘customer service’.
Quite the contrary GTT’s robotics result in a most abrasive relationship with clients who, by its behaviour, are regarded more as victims.
For example they overlook the sizeable proportion of customers who are not internetted, and neglect to post the related bills.
What, however, is of complementary concern is the apparent indifference shown by the relevant Ministry to insisting on a substantive monitoring of GTT’s policies and behaviours.
The least that can be done is to ensure that the company communicates more sensitively with clients, who are required to pay increases for various services, without public or individual notice.
Like other utility organisations GTT must understand that they provide a service to the nation. It therefore has a responsibility to articulate to its public the components of that service, the attendant costs, and the manner of settling those costs, amongst others.
In this regard, it owes us consumers – so many of whom are also professionals who know better, appropriate respect.
Yours faithfully,
E.B. John
