Sasanka De Silva Pannipitiya.

Last Thursday, I had two experiences that starkly illustrated the fundamental differences in responsiveness and accountability between Sri Lanka’s private and public sectors. The contrast was so pronounced, it solidified my long-held belief that the private sector is the true engine keeping this country afloat, while the public sector often feels like a drain on its resources.

My morning started with a truly dreadful cup of “pain tea”—a “new brand we’d decided to try from a local supermarket. It tasted strongly of dried coconut leaves, far from the soothing brew I’d hoped for. Frustrated, I called the customer service number on the packet. No answer. However, just a few hours later, I received a call back from an unknown number. It was the tea company. I explained my predicament, and to their credit, the representative was genuinely surprised, stating it was their first complaint of its kind. He promptly took my location details, and within two hours, he was at my front gate. He offered a refund, which we declined. Instead, he presented us with a different variety of their tea, asking us to sample it and assess its quality. This was proactive, effective, and customer-centric service—a swift resolution born from a clear understanding of brand reputation and customer satisfaction.

Later that same day, I made a second, far less satisfying call. I contacted the Sri Lanka Railway safety department to report a significant safety hazard: the unguarded railway level crossing near my home. This crossing had always been guarded, but suddenly a makeshift placard had appeared, crudely stating, “Gate is unguarded, and road users are to take necessary care while crossing.” There was no official signature or stamp from any authority. My concern was immediate and serious.

When I called the railway safety department, I was met with the meek and subdued voice of a lady who informed me that “the boss was at an important meeting” and would call me back later. Unwilling to leave such a critical safety issue to an indefinite wait, I politely refused and left my mobile number, strongly requesting that her boss call me back as soon as possible. Two days have now passed, and I am yet to receive any feedback from the railway department. The silence is deafening and, frankly, alarming.

This stark contrast perfectly encapsulates my frustration. The private tea company, despite being a profit-driven entity, understood the importance of customer satisfaction and acted with remarkable speed and professionalism. Their prompt action not only resolved my issue but also fostered goodwill. The public sector, on the other hand, displayed a characteristic lack of urgency and accountability regarding a potentially life-threatening safety issue. This casual disregard for public safety, coupled with the “boss is busy” excuse, is precisely why so many of us feel that the public sector, often fueled by taxpayer money and staffed by individuals who benefited from free education, can become insular and unresponsive once they secure their positions. It’s a disheartening reality where essential services are often bogged down by bureaucracy and a palpable lack of proactive engagement.

Sasanka De Silva

Pannipitiya.