Faced with an indifferent and inefficient CEB at a time of crisis
At 4.15 a.m. on January 31, I began to get a strong smell of smoke that seemed to me like burning plastic. Then suddenly all the plug points in my home fused and we lost power. Our home was full of smoke and we heard a loud noise. When my father and I ran out to investigate we found the Main Distribution Board, that is installed by the CEB up in flames. The flames were beginning to find their way through the brick wall.
I wasted no time. At 4.28 a.m. I called 1987 – the hotline of the CEB and explained to the gentleman who answered the phone what was happening and asked him to please deploy an emergency crew. He then told me that “these things are not relevant to him”, and to call 0114 498 498. I did so and a young lady answered the phone and asked me what the problem was. I explained the situation again and begged of her to make haste. She took down my particulars and told me she will notify the crew. I received the SMS notification with my complaint reference number (19013427) at 4.35 a.m.
I then proceeded to call the Fire Services (110), at 4.37 a.m. They took down my details and the fire engine was at the location in 25 minutes, (which in my opinion is far too late for an emergency response time from Dehiwala to Colombo 5 at the time the incident took place). They proceeded to use the CO2 extinguisher but since the brick wall was now beginning to catch the flames and work itself into a steady burn, they broke through the distribution board and quelled the fire.
They asked me why I had not called the CEB. I told them I had but there was no response. The Fire Services HQ also called the CEB with no success. If Fire Services had not helped us, this situation would have escalated.
I called 0114 498 498 again at 4.58 a.m., and 5.04 a.m. but there was no answer. In between these calls I called 1987 again at 5.06 a.m. and pleaded with them to please help me. The gentleman, quite annoyed with me said “it is not his job and there is nothing he can do and to call the other number”. I asked him why he couldn’t help me and then he raised his voice and said, “you have a complaint number so call them and not us”. I called 0114 498 498 again at 5.11 a.m.. The lady, waking up from her sleep answered the phone. I pleaded yet again, asking her where the crew was and she just said “oh I have told them already, I will remind them again”. I was at the end of my tether. I reminded her I am a tax payer and I have a right to better service. She then repeated, “I have already told them, I will remind them again”.
The CEB arrived at the scene just minutes before the clock struck 6 a.m. – this was over an hour after I had reported the fire.
Minister, this is callous, irresponsible, unprofessional and unacceptable. Your CEB admin and call centre staff are atrocious. They have no service culture. It is as though they are doing me a favour by answering the phone. They are rude, inefficient and downright offensive. Also the technicians had not been notified that they had to return to our home to replace the distribution board and restore power. We had to call the technicians at the Siebel Office CEB Maintenance office and ask them to come to restore power for us and to please make sure we are safe. Thankfully, your technicians have a far better idea of what service culture is and they did a brilliant job.
I am a citizen of this nation. I am a taxpayer. I have the right to an explanation from the CEB that falls under your purview. Your processes and coordinating systems are ineffective, inefficient and of no use to the public they are meant to serve.
I demand an explanation. I am exercising my right as a citizen of this nation and I am writing to the Minister in charge. If we are to exercise a culture of good governance in this nation, then sir it must start from the top. You, the Chairperson, the relevant deputies and all members of senior management are responsible. It is you who are culpable.
Shyamila Hettiarachchi Via email