The clients said while Zesco claimed to provide quick response any time, officers had failed to rectify faults on time.
“I reported the problem three days ago and the customer assistant I talked to said officers will be at my home within two hours, but it is now three days, I know that they have many customers but it is important to tell the truth instead of committing themselves to two hours when they know they cannot manage to do that,” said Alice Mwiinga.
She noted that the company had failed to connect some clients for months after finalising all the formalities, yet the power utility company had continued to promise.
Another customer, Marvin Chirwa of Kanyama Township noted that the delays by Zesco to respond to calls was promoting corruption.
“There are many Zesco guys going round the township and once you ask them to rectify the fault at your house they will tell you that you are not on their list and ask you to pay K150,” he said.
But Zesco spokesperson, Henry Kapata said the bulk of work by field officers was making it difficult for Zesco to respond to emergencies on time.
“However, it is such information from our clients that can make us to pull up our socks,” he said. “But it is important for our customers to realise that Zesco has been upgrading substations and our officers are always busy.”
Mr Kapata said the call centre was receiving more than 6,600 calls per day which made it difficult to address all the problems at once.
– Times of Zambia