JPS, NWC failing to notify customers of planned disruptions, OUR says

JPS, NWC failing to notify customers of planned disruptions, OUR says

Thursday, January 17, 2019

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KINGSTON, Jamaica — The Office of Utilities Regulation (OUR) has accused that the National Water Commission (NWC) and the Jamaica Public Service Company (JPS) of failing to meet the required standards for notifying customers of planned service disruptions.

The OUR said it has therefore requested that both companies provide information on the reasons for their inability to meet the agreed targets.

Both utilities have been asked to respond to the OUR by January 25.

The findings came to light after the entities submitted reports on their performance to the OUR as part of their agreed Quality of Service Standards.

The OUR said the compliance results which are contained in its latest Quarterly Performance Report (QPR) for the July – September 2018 period is available on their website.

It said that one of JPS’s Overall Standards requires it to notify customers at least 48 hours (two days) ahead of planned outages. For the July – September 2018 period, the energy company reported a 47.7 per cent compliance rating in meeting this standard, which is way below the agreed 100 per cent compliance target.

“This is a 6.1 percentage points decline over the preceding period. JPS advised that it is yet to implement measures to ensure that its compliance rating improves,” the OUR said.

In the meantime, the NWC performance targets stipulate that it must maintain a 98 per cent compliance target for providing 12 hours notice for planned service interruptions lasting no more than four hours.

Where a planned interruption is expected to be for more than four hours, the NWC is required to give an advanced notice of at least 24 hours, at a 90 per cent compliance rate.

The OUR said that based on the information provided by the NWC, it attained an 81 per cent compliance rating with the standard to provide at least 24 hours advance notice prior to disruptions lasting more than four hours.

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