January 22, 2003
CAC MOVES TO ADDRESS COMPLAINTS AGAINST UTILITY GIANT

Overwhelmed with daily reports and complaints against the utility giant – Jamaica Public Service Company (J.P.S.Co), the Consumer Affairs Commission (CAC) initiated a meeting with executives of that company yesterday. The meeting sought answers to consumer claims of inaccuracies in meter readings, unexplained increases in bills, multiple billing within the same month and allegations of damage to equipment and refusal of the company to compensate.

Other issues raised by the CAC included the company’s liability clauses, billing cycles, meter reading schedules, consumers’ inability to budget accurately given unexplained and unexpected price increases, and other customer service matters.

Following the JPSCo’s latest news release, the CAC is warning the public that, using the reported consumption levels of many persons registering complaints recently, some consumers might see increases in their electricity bills to the tune of 25% or more compared to their last bill, rather than the 6.4% stated by the JPSCo (which referred to a ”typical residential customer using 250 kilowatt hours of electricity” in the month). According to the CAC, this of course is dependent on the extent of individual household consumption over the festive season.

Notwithstanding assurances from the utility company that the glitches in its customer information system had been corrected and the company’s promises to work with the agency in seeking to have the issues addressed, the Consumer Affairs Commission remains concerned at the insufficiency of communication between the company and its customers.

According to Angella Manning, Executive Director of the Consumer Affairs Commission, “the current threat of a looming energy crisis associated with external shocks in the international arena, recent fluctuations in the exchange rate, and the potential for continued increases in electricity rates can have serious social and economic consequences and offer no comfort to the ailing consumer at this time.” Conservation is therefore not only necessary, but also vital for consumers hoping to see a reduction in their electricity bills. “It is time for our consumers who have not yet begun to do so, to practise conservation NOW,” says Manning. The CAC will be offering energy conservation tips to consumers on its website at www.consumeraffairsjamaica.gov.jm and through other means over the coming weeks, while continuing to monitor the situation and handle individual consumer complaints.