By OBAKENG MAJE
The stranded customers outside Eskom office in Taung said they are disappointed by the treatment they continue to receive from the power utility. This comes after security guards allegedly denied customers access into the office alleging that the management has implemented that policy.
According to Kgakgamatso Motebe from Mocweding village, she visited the office because her meter box was rejecting the token. However, Motebe said, she was disenchanted when she was denied access by the security guards.
“I am so disappointed because the security guards said we are not allowed to enter the premises. Yesterday, I bought a 20-digit token and tried to load electricity, but it was rejected. So, I came here to check what might be the problem.
“I double-checked my 20-digit recharge token, but still the problem persisted. Unfortunately, I could not be assisted because the security guards alleged that there is no one who is available to assist us,” she said.
Motebe further said they asked the security guards, when will the relevant persons be available to assist them, but they said they do not know. She added that there is a serious challenge of communication breakdown at the Eskom office.
Another customer, Zone Tika Kgatlhane from Modimong village, shared the same sentiments. Kgatlhane said it has been two weeks since he is experiencing ‘error codes’ on his meter box.
“I have been coming to this office almost every day. However, my actions were futile as there is no one who is willing to listen to our challenges. I am getting error messages from my meter box and I do not know what to do.
“It’s been two full weeks of staying in the dark because of this. I visited these offices numerous times without getting any assistance. I am flabbergasted how we continue to be ill-treated like this,” he said.
“The only people we can communicate with here are security guards. We cannot get into the office because we are not allowed. I do not refuse to buy electricity, but the meter box is faulty,” he said.
Meanwhile, Eskom Customer Relations Manager in North West, Matsheng Ezekiel Baruti said: “The new communication channel method being introduced still stands for customers to embrace. Currently, Eskom is dealing with a shortage of resources in the Taung office, as a result of employee turnover.
“We are working on replacing the employees in order to close the gap. In addition, Eskom will engage the local councillors to coordinate and streamline the escalation process.”
Baruti said, the security guards at the gates are utilised to control influx of people into the offices until the changes are accepted and understood by customers. He said as a result, Eskom deploys service representatives to empower communities on the usage of channels.
“Customers are encouraged to use the Eskom escalation process that is displayed at Eskom entrances in Taung. The security guards are equipped to do their designated job, however, customers hand over forms after filling them, and the customer service agent will collect the forms from security guards,” said Baruti.
The Guardian 