What Utility Service Providers Can Do to Better Their Service

Two companies posture a "no-care" attitude for consumers.

Of late, stalwart companies that provide crucial basic services even during a weather crisis-- like electricity and internet connection, have chosen the path of non-controversy by keeping their issues at bay.

    As in the case of electricity service, which is a priority for consumers, Meralco shunned any overt needs of the public to have a more "people-sympathetic rates" at the height of El Nino weather, especially when the ordinary Filipino household is quietly begging for truce in high-electricity bill.

    Given the average number of hours that the public has to endure during a heat surge, there is a basic six-hour window to escape, or flee from the horribly hot weather, even those who are  in the confines of their homes.  Yet, Meralco has not shown any efforts to  cushion the impact of giving a high electric bill to consumers-- without reprieve or breathing space to make amends with the financial burdens  that many consumers have already.

    The company continues to demand on-time payment of their bills, without any respite, but cannot give a beating heart answer for simple electrical consumption computation requests, should a consumer ask for  numbers on how much an aircon adds up to a bill.  A no-care approach to the out-in-the-open reality that electricity rates are already unbearable, when we compound it with additional demands  for a cooling system in a modern household.  

    In another situation, a utility provider, as if to show the consumers' inability to keep up with bills, chooses to incessantly pass on collection duties to an outside collecting agent, pressing a consumer to a point of "spam", to settle an overdue, and going deafly unheeding a customer request for a post-subscription assistance.  The cable company has been relatively slow in acting on consumers' requests, but would not hesitate to "castigate" or "politely remind" a customer through text, one's a bill is overdue.

    IT SEEMS THAT UTILITY SERVICE PROVIDERS HAVE LOST A SENSE OF SERVICE TO THEIR CONSUMERS BY GIVING A DEADPAN/ UNFORGIVING ATTITUDE MANY TIMES OVER WHERE IT CONCERNS BILLINGS AND ADJUSTMENTS OF SERVICES.  Point being, utility providers should exude consumer empathy in the normalcy of their needs and situations, at a time when the paying public are already emburdened with a lot of financial obligations that are hyped by the rising prices of commodities. 

    It is not at the moment an option for ordinary consumers of utilities to tone down their consumption,  because these days, usage are dictated by a faltering climate, and an uncertain economy that sees no  softening of commodity price increases. 

    BEYOND THEIR COMPANIES' NEED TO COLLECT AND GET PAID for their bills, whether service is intermittently interrupted or not, UTILITY COMPANIES MUST GROW OLD IN THEIR APPROACH to give CONSUMERS A MORE DIGNIFIED SERVICE. They must find alternate ways in making things better for all consumers.