Dennie Quill, Contributor
With birthday cele-brations over and Miss Lou having been given a fitting send-off, it is time for me to call attention to the oppressive treatment being meted out to consumers by utility companies - namely the Jamaica Public Service Company (JPS) of uncertain ownership and the hapless Cable and Wireless.
I refer to the payment of bills. Having decided that I am not going to submit to the whims of payment agencies who are charging $30 or $35 for service fees for me to pay each bill, last month I went directly to the utility companies to pay my bill. I have six bills to pay so I stand to keep $180 each month.
I first went to the National Water Commission. Smooth sailing. Long lines but the movement was swift and I left feeling satisfied.
Situation at Paymaster
Next stop was Ruthven Road where I used to pay my light bill prior to JPS ceding its responsibility for collecting bills to Paymaster.
I discovered that I was at the right place because Paymaster had put up a sign saying "there is no charge for JPS bills payed (sic) here".
Well, we must be thankful for small mercy, for JPS, having decided it can no longer be bothered with bill collection, has thrown consumers to the mercy of Paymaster and like agencies.
There were only two clerks on duty at 11:00 a.m. and the line snaked to the door. It was hot. Nerves were raw.
The vocal ones gave JPS a verbal shredding for its uncaring attitude and for placing customer service at the last rung of its service ladder.
The problem was not with Paymaster, people were sore about JPS's attitude. It is proven time and again that situations like these bring out the worse in people.
One customer went almost ballistic when she insisted on opening a window to rid the place of 'stale air' - much to the chagrin of the security guard.
She defiantly jammed the window with her hand and reprimanded the guard for assaulting her when he tried to close the window. Classic case of frustration brought to the boil.
This well-spoken and tastefully dressed woman was overcome by frustration and I would like to believe under normal circumstances, she would not have behaved like this.
Then I contemplated paying my telephone bill. I decided to go to the bank because I was told that Cable and Wireless had outsourced its bill payment service to Paymaster and to be honest, I was worn out by then.
Now there is an Office of Utilities Regulation (OUR) ensconced in air-conditioned comfort and New Kingston luxury and one wonders whether this agency understands the frustration of the ordinary man who is just able to eke out his light and water bills on the final day of bill payment or sometimes after the due date.
News reports suggest that the consumer can expect no help from the OUR which has declared itself impotent to alter the decision by utility companies to outsource collection services.
Yes, there are other options, I have learnt. One may pay fees at the bank, building societies and through the Internet. But the bank will not accept payment on a bill after the due date, and how many Jamaicans have access to the Internet? Another blow for the small man.
The affluent people in society can write a fat cheque and pay on their account, the struggling labourer with several mouths to feed is unable to do this and if he can only piece together the dollars to make payment after the due date, can he really be expected to also find service fee?
Who will protect?
The question that springs to mind is this: Today the agencies are charging $30 or $35 per bill; who is to stop them from raising it to $100, or $150 next month?
Surely not the OUR, because there is no clause in the licences of the utility companies obliging them to offer payment options to the customers that do not attract service fees. And on that J. Paul Morgan rests his case.
Agencies established to protect consumers cannot simply throw their hands in the air and declare their impotence to effect change.
I believe Mr. Morgan and his staff understand that implementing change requires significant commit-ment and regulatory agencies ought to decide how best to fulfil their role of demanding accountability and customer service delivery from utility companies.
Dennie Quill is a veteran journalist who may be reached at denniequill@hotmail.com.
