LETTERS: I am writing to express my frustration at the sudden electricity cut on Sunday morning in my neighbourhood of Subang Jaya.
An outage about 10.30am on a day when families were doing household chores and preparing meals could not have been more inconvenient.
When the outage occurred, I immediately contacted the Tenaga Nasional Berhad (TNB) hotline, hoping for a swift resolution.
The customer service representative I spoke with was reasonably courteous. However, despite my pleas for expedited assistance, she informed me that it would take between two and four hours.
It is disappointing that we are still experiencing power outages. Such disruptions are not only an inconvenience but also pose significant risks during extreme weather.
Given the sweltering heat, my home was transformed into an unbearable oven. After enduring 30 minutes of stifling discomfort indoors, I sought refuge in my garden.
From neighbouring homes, I could hear the cries of distressed infants and the complaints of children.
It is unconscionable that vulnerable members of our community, including the elderly and those with medical conditions, were subjected to such an intolerable situation.
In light of this incident, I implore TNB to reassess and improve their management of customer service relating to dealing with such circumstances.
Firstly, there needs to be a greater sense of urgency and empathy displayed by customer service representatives.
That should be a strategy instead of just repeating standard restoration times.
Transparent communication regarding the cause of outages and estimated restoration times would enable residents to make informed decisions and better cope with the situation.
TNB should invest in proactive measures to prevent such outages from occurring. Regular maintenance and upgrades to the electrical infrastructure are essential to minimise disruptions to service.
It is imperative that TNB takes immediate action to address these shortcomings and ensure the reliable supply of electricity to the communities they serve.
PROFESSOR SAID BANI C. M DIN
Kuala Lumpur
The views expressed in this article are the author's own and do not necessarily reflect those of the New Straits Times