Rude staff irks customer

IRENE NG never knew paying her monthly utility bills would leave her feeling frustrated.

"On Jan 9, I went to a local utility payment centre in Kampung Rapat to pay my monthly bills. The centre was crowded.  

"I took my number and waited in patience for my turn. It took 15 minutes for five numbers were called out electronically. There were about 30 numbers to go and so I decided to fetch my daughter from a housing garden nearby," she says.

When she returned 20 minutes later she found she had missed her turn.  

"I then proceeded to one of the counters to ask if I could still be served. The staff who was manning the counter didn't ask me to take a new number.

"After 10 minutes, the staff called me and I handed her my bills.

"However, before I could say anything, she started to raise her voice. She asked me where did I go and why did I miss my number. Upset by her tone, I replied I had to rush out to fetch my daughter."

"She then raised her voice and asked me again where did I go and I gave her the same reply but she proceeded to ask me the question for the third time and my reply was the same but this time, I pointed to my daughter."

Ng says: "Upon hearing my reply the staff said:  Why didn't you mention that earlier. How many times must I ask for a reply. I have the right to not process your bills because you missed your turn."

NG said she then asked the staff to write down her name on the bill.

"The staff then rudely asked me if I wanted her staff number as well and she then proceeded to write down the number on the bill."

"Hearing her loud voice, three of her colleagues and the manager approached her to ask her to tone down her voice. However, she said she has every right to do what she is doing. The manager then apologised on the staff's behalf.

"The manager also told me to ignore the staff's rude behaviour saying she was new and there were many complaints against her. I feel victimised by this incident."


The utility company spokesman when contacted said they have reached NG to apologise for the rude reception and inconvenience caused.

"Rest assured that corrective action had been taken and the staff in question will be closely monitored and reminded on counter etiquette and good mannerism to prevent recurrence of such incidents."

"For further information, we welcome customers to visits our website at www.pos.com.my or contact our Customer Service PosLine at 1-300-300-300 from 8.30am to 8.00pm on Monday to Friday and from 8.30am to 5.00pm on Saturday (except on the first Saturday of the month and public holidays) or email us at care@pos.com.my should they have any suggestions or comments."

Please take note of the following:

* Complainants have to submit their personal particulars and provide a detailed account of their complaint
* Complainants have to first file their complaints with the respective parties before contacting Hotline
* Complaints referred by Hotline to the relevant parties would be published if there is no response in seven days
* After a complaint has been resolved, the complainant cannot demand non-publication of the matter

Email your complaints to hotline@mmail.com.my or call 03-74951000/1001/1002 or 019-2614948 (after 9pm)