From Biplab Kr Dey
SAI Computers controversy: Part 3 of 3
TURA, June 22: SAI Computers Limited, which has been operating quietly in Meghalaya for the past seven years, has recently come under heavy scrutiny. Pressure groups and locals have strongly criticised the company that has been providing electricity services in four areas — Mawsynram, Dalu, Phulbari, and Nangalbibra.
Complaints include inflated billing, irregular power supply, and incorrect billing, with strong calls — especially in Mawsynram — for termination of its contract.
Protests and interventions by local legislators prompted Meghalaya Energy Corporation Limited (MeECL) to cancel its agreement with SAI for Mawsynram.
However, many feel the current backlash overlooks the company’s track record, particularly its performance in Dalu, where it first began operations in Garo Hills as an Input-Based Distribution Franchisee (IBDF) in 2019.
What changed in Dalu?
According to company inputs, registered consumers grew significantly from 12,563 in 2018-19 to 29,832 in 2023-24 — a 277% increase in new connections, driven by better metering, billing, and registration efforts.
Aggregate Technical and Commercial (AT&C) losses, which stood at an extremely high 87.89% before the franchise model, dropped sharply to 16.93% by 2023-24. Revenue realisation rose from Rs 3.94 crore to Rs 10.09 crore during the same period.
Average daily power availability improved from around 18 hours to more than 23 hours, thanks to better maintenance practices, quicker fault response, and improved network management. Complaint response time reduced from eight hours to under an hour with dedicated call centres, round-the-clock maintenance teams, and field-level grievance systems. Faulty transformers were replaced within a day,and several 11 kV feeders achieved zero tripping through proactive measures.
The company introduced consumer-friendly initiatives such as mobile payment vans, door-to-door billing and collection, QR-code payments, online payment systems, and 24/7 complaint resolution services. These steps reduced the need for consumers to travel long distances and made electricity services more accessible.
“In Dalu, more reliable electricity supported schools, digital learning, healthcare facilities, vaccine storage, local businesses, and household economic activity. Improved power availability also encouraged greater use of digital services and supported local entrepreneurship,” stated a company representative.
Challenges in Mawsynram
SAI was awarded the MePDCL Distribution Franchise for Subdivision-3 (covering Phulbari, Nongalbibra, and Mawsynram). Handover from the previous operator FEDCO was scheduled for November 1, 2025. On October 30, SAI representatives met the Mawsynram headman, who verbally permitted operations to begin, with other issues to be discussed later.
Operations started on November 1 but opposition from local groups arose almost immediately over employment and licensing issues. When SAI approached KHADC for licences, it was told that an NOC from the local headman was required. Despite repeated attempts, the headman reportedly refused to meet representatives, hindering compliance. The headmen’s association later issued an ultimatum demanding a trade licence within a month or vacating the area.
The company was forced to shut offices, severely impacting operations and service delivery. Even after court orders, opposition continued. Meter reading was disrupted, leading to accumulated bills for three to five months instead of regular monthly cycles. Collection efficiency and consumer satisfaction suffered as a result.
Despite these operational hurdles, power supply availability in the subdivision improved. Under the previous operator (FEDCO), consumers received electricity for about 17–18 hours daily. After takeover, focused maintenance, fault restoration, network monitoring, and operational management raised this to more than 22 hours per day.
“There is a false narrative that their contract was cancelled due to issues with overbilling or lack of regular supply. The bottom line was that we never even got a chance to prove what we could do to improve the situation in Mawsynram area,” added the representative.
SAI provided testimonies from at least three village headmen and numerous consumers praising the improvements. The company also detected 214 cases of power theft (23 direct theft and 191 unauthorised use), suffering losses of over Rs 30 lakhs, of which only 25% was recovered. It claims the reduction in electricity theft may have contributed to the strong opposition.
The way forward
While the company maintains it has operated within contractual boundaries in the three recently acquired circles, its proven success in Dalu raises questions about whether it was given adequate time to stabilise operations amid local resistance. Giving SAI a reasonable window to address reported issues, while actively engaging with consumers and stakeholders, could help resolve the situation.
The controversy also highlights the need for a more balanced assessment. Several Mawsynram representatives met Chief Minister Conrad K. Sangma with complaints, but evaluating grievances alongside payment records, operational performance indicators, service delivery outcomes, and theft data would ensure decisions are based on a comprehensive and objective view of the facts.
An independent investigation could help clarify whether the complaints were entirely genuine or influenced by local dynamics.
