COVID-19 severely impacted turnaround times for GPL’s services – DCEO

The ongoing COVID-19 pandemic has in many ways affected the daily operations of the Guyana Power and Light Corporation (GPL), according to its Deputy Chief Executive Officer (DECO) of Strategic Operations, Samaroo Ramtahal.
During a recent interview, Ramtahal revealed that the pandemic has affected the turnaround times for many of GPL’s commercial services.

As such, he urged consumers to be patient since GPL is currently working with limited human resources due to a rotation system that is in place to prevent the spread of the disease.
Ramtahal revealed that GPL has taken extensive measures to protect the health and well-being of its staff and customers.
“At GPL, we are ensuring that our staff are properly sanitised. Once you enter the compound, our staff temperature is screened and once you pass that test, that is when you are allowed access to the building,” the DECO added.
Further, he said that sanitising agents are available and the company has enforced social distancing of six feet apart.
He pointed out that there is a rotation policy within core divisions of the company to avoid having a shutdown. It is against this backdrop, he highlighted, that there are times when persons would apply for a new meter service and GPL, in the past, would have responded much faster than it is doing now.
Besides issues with manpower, Ramtahal further explained “now we have other problems with materials; to get materials now, the time period is much longer. We are waiting for materials for various types of meters. We are low on stock. So, our response rate to replace meter or to put in a new meter service is much longer as a result.”
GPL has now moved most of its services online. The GPL official added that if persons log on to the company’s website there is a chatline which has now replaced some of the front desk services.
“All of our customer services, you now have the option to do them online.” Regarding the application process for a change in meter, tenancy or a new meter, Ramtahal disclosed that these are all available online.
Ramtahal indicated that “it is very clearly laid out. The application process is easy for you to upload documents. Typically, when you apply for a new service you have to provide ownership of property, certificate of inspections and your ID.”
According to him, there are instances where customers have complained about GPL being slow in handling their applications for new services in which proof of ownership of the property is not provided. However, he assured that this can be easily dealt with.
“GPL has a process to deal with that. If you can walk in with your water bill or if you have rates and tax bills those will help to replace proof of ownership. Beyond that, your Neighbourhood Democratic Council (NDC) can give you a letter that you are living there, that would work in place of the ownership document.”
Pursuant to the COVID-19 gazetted orders, GPL has made a number of modifications to its service delivery. These include reduced business hours. GPL said that its offices will only be accessible to pay bills and purchase prepaid tokens.
For queries, customers are encouraged to engage GPL via its customer service centre or through the live chat available on its website. Customers applying for various services must commence the application process online. Customers attempting to facilitate the process at its commercial offices will not be facilitated.
In addition, customers are encouraged to utilise GPL’s wide network of payment agents to avoid a cluster at commercial offices. Financial transactions conducted through its authorised agents are secured and remitted to GPL within 24 hours of the transaction. They include Bank of Boroda, Citizens Bank, Demerara Bank, Guyana Bank for Trade and Industry, Republic Bank, Scotiabank, Surepay, Bill Express, Guyana Post Office and Mobile Money Guyana.
GPL has announced that the disconnection of service remains suspended and that there are special arrangements in place for customers facing financial difficulties. Customers who are unable to pay bills are encouraged to contact GPL via [email protected] to discuss with Customer Service Representatives, payment options suited to their circumstances.
The power company further said that it will provide adequate notice prior to the resumption of disconnection activities. GPL is, therefore, urging customers to continue paying their monthly bills and to settle current charges to avoid an accumulated sum that may be unmanageable when disconnection activities resume.