CONSUMERS HAVE had good reason in recent weeks to question the usefulness of the Office of Utilities Regulation (OUR). The length of time taken to address some of their more pressing concerns has left many bewildered and uncertain whether the agency is working with their best interest in mind.
However, last Friday's announcement by the regulatory agency that it is to have an independent audit done on the Jamaica Public Service Company's billing system, may just give consumers some reason to temper their criticisms.
Admittedly, the OUR's role is a difficult one. At the best of times, the public utility companies are sources of constant irritation to Jamaican consumers - either because of service poorly-delivered or because of billing policies that leave them with a sense that they are being exploited. And in a general sense, people who are hard-pressed to find money to pay their bills are not likely to be patient with convoluted explanations which, in the long run, do not help them to have any clearer understanding of why, despite their best efforts, their utility bills keep climbing at inexplicable rates.
The OUR was set up, among other things, to establish and maintain transparent, consistent and objective rules for the regulation of utility service providers; to promote the long-term, efficient provision of utility services for national development consistent with Government's policy and to provide an avenue of appeal for consumers in their relationship with the utility service providers. It is with respect to the latter that the agency has been found wanting.
Many of the letters of complaint sent to our publications indicate a high level of frustration and cynicism about the OUR's intervention on behalf of consumers. Perhaps the public's expectation is misplaced and there is greater need for the agency to engage with consumers to explain what it can do and what it cannot do. It would hardly be expected, for example, that if a utility company is due a legitimate increase or certain charges, that the OUR should stymie them just to appease the public.
The current imbroglio over increases requested and granted to the Jamaica Public Service Company should be used by the regulatory agency as opportunity to set out in clearer terms its general responsibilities to the public and the utility companies as it seeks to adhere to Government policies.
The provision of water and electricity is a public good and consumers should not be made to feel that they are seeking a luxury or a privilege just to have access to the basic amenities of modern life.
THE OPINIONS ON THIS PAGE, EXCEPT FOR THE ABOVE, DO NOT NECESSARILY REFLECT THE VIEWS OF THE GLEANER.
