GPL to implement changes to ease customers’ burdens

– Whatsapp meter reading, e-billing services optional for the public

In an effort to provide quality and efficient service to customers throughout the country, the Guyana Power and Light (GPL) on Friday announced that several new initiatives have been implemented inclusive of the introduction of an electronic billing (e-billing) service.

Director of the company’s Customer Services Department, Rhonda Lafar stated that technology can play a vital role in easing the burden of any customer who may not find the time to visit GPL’s offices to pay a bill or simply enquire about his/her account.
“We have an e-bill facility so that you can register either online or you can call in to the call centre and request that your account is put at the e-bill. So once the e-bills are generated you will automatically receive an e-bill but this would require us having your email. So we are encouraging customers to ensure that we have updated contact information, updated emails addresses, updated cellphone numbers so that we can provide information.”
She explained that an online enquiry service is also available via an emailing method. Persons who opt to use this method can visit GPL’s website and utilise this service by entering their customer account number and the relevant billing information would be provided.
According to Lafar, GPL has also catered for the needs of persons who may not have internet access, or those who may have difficulties in using the internet to verify information about their bills.
“We also have a text messaging feature called SMS Freedom. This does not require a smartphone, you can use any cellphone, and once you text your reference number which is a combination of your customer number and your account number, once you text that number to this number a message will come back and it will tell you what is your bill due, what was the last payment you made, the date you paid it and the due date on your current bill. So you do not have to come into the office to get this information, this information is available out there.”
Meanwhile, in relation to the reading of meters, a “WhatsApp meter read feature” was developed since a large number of customers were concerned about estimated readings that are done in their absence.
“A lot of persons are not at home during the day so when the meter readers are out reading, they are unable to access your meter. What you can do is you can look at your bill, look at the read date of your bill, and on that date you take a picture of your meter, put in your account number and you can WhatsApp it to us and that will be used as an actual read submitted by the customer.”
However, this does not mean that the company will no longer be conducting in-person meter readings at residences. GPL’s Director of Customer Services pointed out that the law allows the company to accept two months reading of meter via “Whatsapp” but on the third month GPL is required to do its mandatory reading.
“So this is a feature to make it easier but we still require access to be able to verify the readings that you have submitted.”
With regard to the power company’s responsiveness to emergencies, some changes have also been made, with the hope that they will aid in providing better services for customers countrywide.
“Last year we had several emergency numbers that customers could contact us on and we combined it and so we have one emergency number which is 226-2600 and the extension that you dial is one (1) and you get on to our call centre. We have also implemented an emergency WhatsApp and that number is 608-9090 so customers can use either one of these options to make contact with the call centre to make a report and you can also call these numbers to have queries done”.
The call centre is operational 24 hours and the queries department, which was previously open only during working hours on weekdays, is now operational until 21:00h.
“So prior you would call during the day up to 04:30 pm to ask questions concerning your bill and so on. So it is not necessary for customers to actually come into the office and query your bill, they can actually call the call centre, and the query can be done on the telephone. We are trying to make it easier for customers to access information without having to come into the office,” she added.
Meanwhile, GPL recognises the sloth in its fulfilment of applications within a 12-day period where residential customers apply for meters at their homes. As such, work is presently ongoing by the company to reduce the timeframe as well as allow persons to apply for the service online.
“We are also looking at actions to speed up the process so we are working on allowing customers to go online and submit the required documentation after which they will come into the office and it will be a much faster much. Also, the unavailability of some types of prepaid meters. We have already put systems in place to ensure that we have a cycle of procurement to ensure that as soon as one batch of meters is here another order is already placed…to fulfil the requirements of customers.” (Kristen Macklingam)