Yahneake Sterling, Staff Reporter

David Geddes, director of consumer and public affairs at the Office of Utillities Regulation. - File

The Office of Utilities Regulation (OUR) has received a highly unfavourable rating for its customer service performance, a survey commissioned by the OUR shows.

Its ratings are lower than the very utility companies it regulates, the data revealed.

According to the study which was conducted by Psearch Associates Ltd., on a scale of one to five, with five being the highest, the OUR received ratings of between one and 2.45. All the utility companies monitored by the OUR received ratings above three, with the lowest being 3.03.

Trying to help customers

The survey revealed that customers were pleased with the fact that the OUR was trying to help customers with their problems. However, they accused the regulatory body of not doing enough to help customers; not inspecting meters properly; granting bill increases; protecting companies instead of consumers and not ensuring that consumers receive good service from utility providers.

When contacted, David Geddes, director of consumer and public affairs at the OUR, told The Gleaner that his division would be implementing a raft of procedures to address the experience that consumers have when they contact the OUR.

Noting that the OUR was the final stop for customers, Mr. Geddes said, "There will be an escalation of calls. When customers call the OUR, if they are not satisfied with the point of contact, the call will be passed on to the supervisor, the manager and even me as the director until we can address their issues."

"One of the basic things will be education. The public needs to understand what they come to the OUR for and what the OUR can do."

The survey also found that persons in the low-income brackets were least aware of the existence of the OUR and its role.

Expanded its presence

To reach these customers, Mr. Geddes said the OUR has expanded its presence on radio as the programme 'Ask the OUR' is now on five national stations as well as a community station in the parish of Westmoreland.

Additionally, he explained that the regulatory body will expand its quarterly supplements to all three newspaper companies as well as to community newspapers. Noting that in the past, cases have dragged on for years, Mr. Geddes said a three-month deadline for resolving issues brought before the OUR is also in effect.