Thursday 13 August, 2020

JPS CEO expresses regret over ‘frustration’ among customers

 President and CEO of the Jamaica Public Service (JPS), Michel Gantois.

President and CEO of the Jamaica Public Service (JPS), Michel Gantois.

Recently appointed President and CEO of the Jamaica Public Service (JPS), Michel Gantois, says the company will be working hard over the next few weeks to provide more resources to serve its customers.

Gantois, in a statement on Tuesday, acknowledged that JPS’ relationship with its customers “has suffered greatly over the past few months.”

JPS has been blasted by its customers for high electricity bills. Jamaica’s Attorney General Marlene Malahoo Forte was among Jamaicans who took to social media, complaining about high electricity bills.

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The complaints have prompted utility regulator, the Office of Utilities and Regulation (OUR) to launch an investigation into the matter.

The OUR said customers have complained that, since March, they have seen drastic spikes in their bills even though they did not increase consumption.

Gantois, the JPS CEO in Tuesday’s statement said, “We have heard your complaints about high electricity bills and gaps in our service delivery. We regret any unease, frustration or inconvenience that you experienced these past months because of us.”

To this end, JPS is taking immediate steps to improve its communication with customers, according to Gantois.

“Not only will we ensure that you have greater access to information that helps you understand your bill and manage your usage, we will also make sure that you have greater access to our representatives,” he said.

He added: “We are working hard over the next few weeks to provide more tools and resources to serve you, and to empower you to make decisions about your energy consumption.”

Ganotis also said the company will continue to offer flexible payment arrangements for vulnerable persons who need more time to get back on their feet, noting that the COVID-19 pandemic has brought unprecedented challenges for everyone.

“Businesses have closed and many persons have lost their sources of income. Like everyone, we were taken by surprise by the speed and the extent of extraordinary events way beyond our control”, he said.

The JPS boss conclude: “Nothing is more important than regaining your trust and confidence. We are grateful for the opportunity to serve you and thank you for your patience as we re-evaluate and reset, to provide the positive JPS experience you expect.”

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