City Power failed me

I logged a call based on an electricity supply fault - no power in my house and electrician confirmed that the fault is in the meter. Tried to follow up few hours later, my call was not answered and abruptly ended after holding 16 minutes. This morning I received an email that my call was completed successfully, but NO ATTENDED TO THE FAULT AND THE PROBLEM IS STILL THERE. This is the type service I have to pay rates and taxes for?