NWC Locked Off Customer's Water Supply In Error

It is one thing not to be able to pay your utility bill and another matter to pay your bill and have your water supply disconnected. No Water Coming!

We do make errors in life, but my concern is how we deal with these errors. This customer's water supply was disconnected yesterday, January 7, in error. First, I want to know how an error like that could be made. This customer had to make a few telephone calls and visits to the NWC office.

The disconnection sheet should include both the address and the meter number. Did the workers check the meter number on the customer's meter with their list? This is a matter that must be dealt with at the highest level. There is a poor customer service sickness that is plaguing the whole country, and there is also a 'dungca' mentality.

The NWC needs to show that it means business. The matter should be investigated thoroughly. If the disconnectors are responsible, then funds should be deducted from their salaries. If those in the office are responsible, they should suffer the same consequence. If it is an information technology matter, those responsible should also be held accountable, unless they can show that the error is a programming error that existed sometime ago. This programming error should be fixed as soon as possible.

NWC should present the customer with a letter of apology from a manager, and a complimentary coupon given to cover the whole of or a part of the customer's next bill.

This is how you deal with inefficiencies in the system, and at the same time, the customer is left with a smile on their face. It is unbelievable that an error like this can be made, and it is taking two days to be resolved! Acting President Kerr, I hope there is a policy in place to deal with such matters.

Note that the matter has been referred to the acting president for action.

This matter did not affect my other Bark Di Trute readers, but I would love to hear what they think about this matter and the suggestions made. Remember tiday fi mi, tomarrow fi yu!

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