Public vs. Private Sector in Sri Lanka: A Personal Tale of Service and Accountability

In Sri Lanka, the gap between the private and public sectors is more than just structural — it's a difference in mindset, urgency, and responsibility. Last Thursday, I experienced this contrast firsthand through two striking encounters: one with a private tea company that went above and beyond, and the other with the public railway department, where safety concerns were met with silence. These incidents offer a revealing look into how responsiveness defines trust and efficiency in our systems.

A Cup of Tea and a Quick Response

My morning started with a dreadful cup of plain tea — a new brand we had 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. There was no answer.

However, just a few hours later, I received a call 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 this nature. 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. It was a textbook example of private sector responsiveness.

A Rail Crossing and a Dead End

Later that same day, I made a second, far less satisfying call. I contacted the Sri Lanka Railway safety department to report a significant hazard: the unguarded railway level crossing near my home. This crossing had always been manned, but suddenly a makeshift placard had appeared, crudely stating, “Gate is unguarded and road users 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 department, I was met with a meek and subdued voice. A lady informed me that “the boss was at an important meeting” and asked me to call back later.

Unwilling to leave such a railway safety issue to an indefinite wait, I left my mobile number and strongly requested that her superior call me back. Two days have passed, and I am yet to receive any feedback. The silence is deafening — and frankly, alarming.

A Broader Problem: Public Apathy vs. Private Accountability

This stark contrast perfectly encapsulates a growing frustration among many citizens. The private tea company, despite being profit-driven, understood the importance of customer service in Sri Lanka and acted with professionalism and speed. Their swift action not only resolved my issue but also built customer goodwill.

The public sector, on the other hand, displayed a characteristic lack of urgency and accountability regarding a potentially life-threatening issue. This is emblematic of public sector inefficiency, where essential services are bogged down by bureaucracy and a lack of proactive engagement.

It's disheartening that sectors funded by taxpayer money, and often staffed by individuals who benefited from free education, become unresponsive once positions are secured. Whether it's government service delay or apathetic leadership, this mindset has real-world consequences for public safety and civic trust.

Final Thoughts

These incidents are more than anecdotes — they reflect a structural issue within how we view responsibility, urgency, and service. It’s time we held all sectors — especially those meant to serve the public — to higher standards of responsiveness and accountability.

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Share Your Experience

Have you faced similar issues with public or private services in Sri Lanka? Do you think bureaucracy in Sri Lanka is holding us back? I’d love to hear your thoughts.

Please leave a comment below. Your insights not only enrich the discussion but also guide me in shaping future posts. Reader engagement helps this blog grow organically — more feedback means better topics, deeper conversations, and a stronger community of readers who care about real issues.