Refuting all baseless allegations, K-Electric shared that its prime responsibility and focus is to serve the people of Karachi. The power utility remains fully committed to its vision statement of ‘Energizing Karachi’ while serving over 25 million people of Karachi and its adjoining areas.
Refuting the allegations, K-Electric shared that all billing is done as per regulatory processes and guidelines. Bills are generated as per consumer’s meter reading. Any previous allegations on billing have already been reviewed and refuted by the concerned authorities.
With regards to the cost of electricity, the Government has implemented a “Uniform Tariff Policy” across Pakistan, including Karachi. The slabs of electricity are also implemented across Pakistan. K-Electric confirmed that no change has been made in the tariff charged to the consumers of Karachi.
According to KE spokesperson, “KE’s transition into a dynamic institution today in the face of numerous challenges has become a case study in business excellence and transformation. Through sustained investment of US $1.2bn since 2009 in its infrastructure, network and services, the power utility has enhanced the reliability of power supply to its customers. Today, 61% of Karachi including industries is load shed free. We continue to invest in our systems and remain committed to bring further developments to attain the vision of a load-shed free Karachi.”
K-Electric also ensures that all avenues are available to the customers in case of any dispute. K-Electric is part of the sessions held at the Office of the Federal Ombudsman. The documentary evidence collected at time of assessment is included in the proceedings. In the past 6 months, 79% of rulings by the Federal Ombudsman have been in favour of K-Electric. Moreover, in 2016, K-Electric partnered with the Office of the Federal Ombudsman to establish a one-of-its-kind electronic communication network between FO Secretariat and K-Electric to ensure quick disposal of consumer complaints.
In line with the utility’s mission statement to put consumers at the heart of everything it does, K-Electric offers a wide range of avenues to address consumer requests ranging from 29 Integrated Business Centers spread across its network, one of the largest call centers (118) equipped with leading consumer experience platform ‘Genesys’, centralized handling via KE website, facilitation at consumers’ doorstep with mobile vans and round the clock engagement via social media forums including public holidays. Moreover, KE is also one of the first utility companies to implement SAP IS-U, a state of the art customer relations and billing management system.
Overloading in kunda-infested areas and electricity theft are two major reasons for faults and tripping, Aerial Bundles Cables are kunda-resistant and therefore help curb electricity theft while also enhancing the reliability of electricity supply.