Too many calls for Puspel to handle

post by Susanne Chi

Monday July 9, 2007

Too many calls for Puspel to handle

THIS is a common problem often faced by consumers - calling Syabas' toll-free Puspel helpline, only to have the call not picked up or be transferred from one extension to another.

The Pusat Perkhidmatan Pelanggan (Puspel) toll-free line is one of the channels consumers throughout Selangor, Kuala Lumpur and Putrajaya can contact should they have any problems or enquiries about water supply services.

The 1800-88-5252 line is operational 24-hours a day, seven days a week.

“There are 60 lines available for the Puspel helpline, but the company has to handle about 2,000 phone calls every day,” said Syarikat Bekalan Air Selangor Sdn Bhd (Syabas) Corporate Communications & Public Affairs Division general manager Abdul Halem Mat Som.

“There are some calls that will be abandoned, but we’ll get someone to entertain the calls on the caller's second attempt.”

On a recent complaint that calls to Puspel on the low water pressure issue in the SS1, SS2 and SS3 areas in Petaling Jaya were not picked up, he said that it could be that the callers tried calling only once.

“We apologise for the difficulties faced by them. If consumers' calls don't go through the first time, I’d suggest that they try calling again and we'll get somebody to answer their call,” said Abdul Halem.