News : EDSA Opens 672 Call Centre
Freetown, Sierra Leone, April, 2017 -- On Monday, April 10, 2017, the Electricity Distribution and Supply Authority (EDSA) opened the 672 Call Centre, to handle customer complaints and concerns from all parts of the country.
EDSA customers can now call 672, for free from any telecom network, to lodge complaints and seek answers to questions about electricity, wires and power metres.
Charles Ibrahim, Commercial Director, EDSA, explained, "The calls will be seen by the staff from a central base. These calls will be dispatched accordingly to the related departments. If it’s a call for maintenance or billing it will be channeled to the corresponding department. This is done in other to better serve the customer."
Ibrahim said the Centre will display all the statistics. "It is real time monitoring for all the scores. It also shows the total number of complaints made, the time, month and year.
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Henry Macaulay, Minister of Energy, said, "There have been lot of customer complaints without the Authority resolving them on time. Even though there has been some improvement, customers are still complaining about the services of the Authority".
The Minister said, "This service is to show that EDSA has a listening ear. EDSA is a service provider whose job is to prove services to its customers".
Deputy Director of External Relations of the Anti Corruption (ACC), Patrick Sand, said, "We are pleased that EDSA has the machinery. The Commission has been working with EDSA on the PNB as one of the pilot agencies".
He continued, "This is a core milestone activity that will bring together EDSA and the customers. It is a step that will go a long way to empower citizens where they have the opportunity to make reports".
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, April 17, 2017
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