When I went to the Marescaux Road National Water Commission (NWC) office to apply for a new meter, several long lines greeted me. The staff was busy dealing with 'customers' so I searched for some assistance but there was none.

The seats in the section labelled 'Customer Service' were all taken and, at the back was a 'New Supplies and Transfers' sign suspended from the ceiling. Applying for a new supply falls within the ambit of customer services. I noticed one of those circular, red, number dispensers and (although no 'Take a number for customer service' sign was visible) I pulled one anyway ... for good measure. I then wandered around asking anyone if they knew where to line up to get 'served'.

A 'customer' directed me to the back of a long line so I joined it and very slowly shuffled along. I was told that at the end of that line, a clerk would direct me to the relevant section within 'Customer Service'. After about an hour, when I was second in line, I noticed a sign taped to the wall near to one of the desks that read, 'Bill inquiries only'.

I exited the line and headed once again towards the 'Customer Service' area, still holding on to the number that I had, and stood silently to hear where they had reached. There were 24 'customers' before me.

More lines

My number was eventually called and a pleasant and efficient-looking staff member escorted me inside a room at the far end of the 'Customer Service' area. She politely asked me to take a seat but when I told her the reason for my being there, she exclaimed, 'Oh ooh'. She explained that I should have written my name down in a book at a desk in the 'Customer Service' area near to that 'New Supplies and Transfers' sign.

I complied and found myself waiting in line for a third time. There were no empty seats so I had to wait in the main hall as I strained my ageing ears and squinted in an effort to read the lips of the clerk as she called the names written on that list. Eventually, some seats became available so I rested my wearing legs for a while and observed the steady stream of disgruntled 'customers'.

Exorbitant bills

Throughout my musings I noted that the line for bill inquiries was extremely long and replenished by incoming complainants every so often. My three and a half hours there enlightened me as to the frequency with which people receive exorbitant bills, double bills and bills on top of bills for bills already paid. There were numerous outbursts of 'Chroops! Mi gaan yaw!' as frustrated, fed up 'customers' grew tired of the long wait and left grumbling under their breaths.

Several people were roaming around in need of assistance and, occasionally, they ambushed staff members going to and fro. There were times when a brief din would erupt, accompanied by threats to 'go on bad and cuss badwud' but, thankfully, good sense prevailed or perhaps it was the policemen who patrolled once in a while.

At long last my name was called and, although my application necessitated investigation from the NWC installation team, Ms Eloise McDow was such a calming, efficient and pleasant clerk that I almost forgot my seemingly interminable wait. For the sake of the hard-working staff and 'customers' alike - there needs to be an information desk, clearly visible and precise signs and/or floating staff members to assist 'customers' and save us many wasted, precious, productive hours.

Garth A. Rattray is a medical doctor with a family practice. Feedback may be sent to garthrattray@gmail.com or columns@gleanerjm.com