KARACHI:K-Electric is cognizant of the fact that the fight against the COVID-19 threat is still ongoing but as the city and the country gradually ease back towards normal business, the power utility will be also resuming operations across all spheres of its operations, effective Monday, June 01, 2020.
Critical KE installations such as power plants and load dispatch centers and field teams have already been operating under strict guidelines throughout the COVID-19 pandemic, and now Customer Care Centers (CCC) which, until now were offering selected services at some locations only, will also resume and offer full scale of services to customers.
This will include all billing related complaints as well as backlog of new connections and MNCV related issues. CCCs will be open from 9 AM to 3 PM Monday through Thursday, from 9 AM to 12:30 PM on Friday and 9 AM to 1 PM on Saturday.
Customer Care Centers will adhere to healthcare controls as per internal and external guidelines to help contain the spread of the virus. KE staff at these sites will be required to work on rotational basis and their safety will be ensured through daily self-health checks, and by ensuring physical distancing measures.
Strict use of personal protective equipment and cleaning procedures in line with KE healthcare guidelines will also be ensured at locations where required. Guidelines for customers will be available at all CCCs and persons exhibiting cold or flu-like symptoms or high temperature will not be allowed.
According to a KE spokesperson said, “Resumption of the KE Customer Care Centers is an important step to facilitating KE customers in spite of the on-going COVID-19 pandemic. However, to reduce the threat of the virus spread, strict SOPs will be observed at all KE centers in line with internal and external healthcare guidelines including use of hand sanitizers, temperature screening at entry points, use of face masks and practicing social distancing etc.
In their broad interest, KE customers are however advised to visit the centers only if it is really important for them and after they have exhausted all other options of reaching out to the company through digital and virtual means”.
K-Electric has expanded the number of touch points and customers may get in touch with the power utility by dialing the 118 call center, via SMS at 8119, or through its social media platforms and the KE Live app. KE has also made available a wide range of e-payment options such as mobile banking, and Easy Paisa for bill payment.