52pc users apply for power thru middlemen:survey
Fifty-two per cent of electricity consumers in Bangladesh apply for the connection through middlemen instead of going to the distribution offices directly, according to a new survey.
The survey was conducted by Infrastructure Investment Facilitation Company, an advisory body of the government under the Economic Relations Division at the finance ministry.
The draft report of the "Consumer Satisfaction Survey" was released at a virtual event yesterday, where Nasrul Hamid, state minister for power, energy and mineral resources, was present, said a press release.
"It's necessary to find out why 52 per cent of consumers have to apply for electricity connection through middlemen," said Hamid.
Initiatives should be taken to inform the consumers about the services provided by the power distribution companies, where the services are available, or how much fees are charged for the service, he said.
He stressed for extensive public campaigns by keeping elected representatives involved.
The survey covered 700 consumers in the sadar upazila of Narayanganj and 700 consumers in Burichang upazila in Comilla. It was conducted on four issues—electricity connection, complaint resolution service, billing, and metering.
It found that 88 per cent of consumers were satisfied with the overall electricity service.
Ninety-four per cent of the respondents were content with electricity connection, 77 per cent with complaint handling service, 95 per cent with billing, and 88 per cent with metering service.
"The report said 88 per cent of consumers were satisfied with the electricity service. But we want 100 per cent customer satisfaction," said Hamid.
"Efforts should be made to satisfy 100 per cent consumers in electricity services. We do not want to receive any complaints from customers. Power distribution companies need to have regular contacts with customers."
The state minister instructed the distribution companies to evaluate the problems and complaints of the customers.
"Each organisation must have its own evaluation. The faster the service can be online or digitalised, the sooner the quality of customer service will improve."
Of the respondents, 71 per cent are residential customers, and 29 per cent are commercial and other customers.
Of them, 39 per cent are the customers of Dhaka Power Distribution Company, 39 per cent are customers of Bangladesh Rural Electrification Board, and 22 per cent are consumers of Bangladesh Power Development Board.
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