News : Minister's Helpline Comes a Cropper
Thiruvananthapuram, India July 4, 2016 -- A set of new helpline numbers, launched with much fanfare by Electricity Minister Kadakampally Surendran’s office to address KSEB-related complaints, has come a cropper within days of its launch.
According to irate consumers who repeatedly tried the helpline, the mobile number 9446008177 continues to be switched off and the landline number 0471 23336555 is constantly busy.Even though many consumers have brought the matter to notice of the Minister in his official Facebook page, the issue remains unresolved.
Call centre woes
Besides the helpline, consumers have also been asked to contact KSEB call centre 1921 or 0471 2555544 to register their complaints. However, the Interactive Voice Response System (IVRS) only gives the consumer the choice of selecting options and not register his or compalint orally.
Even though a consumer calls from his mobile number registered with KSEB, the IVRS returns a wrong consumer number. The consumer has the option of entering the right number but many including senior citizens may not be able to memorise the 13-digit number.
"Also, the helpline does not send any acknowledgment SMS which means the consumer will have to sit with a pen and paper to note it down," said Pradeep Joseph, a consumer.
According to consumers, the government should focus on ensuring that work is actually done than launching such gimmicks.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, July 5, 2016