THE revised billing system of the Hyderabad Electric Supply Company (Hesco) has shifted a number of important billing particulars from the printed bill to a QR-code-based platform. Consequently, consumers who wish to know complete billing details are expected to possess a smartphone, fully understand QR-code technology, have access to mobile internet, and be capable of interpreting digital information. This level of expectation does not reflect the ground realities of Pakistan.
Although Pal(istan has made rather encouraging progress in education and information technology, a substantial segment of the population still faces literacy and digital literacy challenges.
Many parts of the country experience prolonged electricity outages, which render mobile phones and internet devices unusable. In villages and peripheral urban areas, consumers struggle with poor network coverage. The inability to scan a QR code is, therefore, not a matter of unwillingness; it is the result of circumstances beyond the consumers’ control.
Another dimension of the issue is the additionalñnancialburden posed by digital dependence. Consumers unable to access QR-code information frequently seel( assistance from communication outlets, internet cafes and utility service centres.
Information that was previously printed free of cost on the bills should not become an additional expense. The principle of good governance requires thatallpublic services remain totally free and inclusive.
Dr Muhammad AshrafMemon Hyderabad