J. PAUL Morgan, head of the team commissioned by the Office of Utilities Regulation (OUR) to investigate the billing practices of the Jamaica Public Service (JPS), says the utility company is terrorising its customers.
Morgan, who unveiled the findings of a report at the OUR's New Kingston office yesterday, said the terrorism has come in the form of a big-stick policy employed by the JPS to pressure customers to pay up or face disconnection.
"What is clear to us is that JPS has serious problems with its customer service and its customer-service relationships," Morgan said.
"The company, we say, and we conclude, has to recognise that its customers are important and when issues such as an uncommon or an unusual bill or a spuriously high bill arises, then the company needs to really recognise that there is a problem and not insist that the meter is right or the company is right," Morgan added.
He said there has been too many incidents in which the JPS has held such intransigent positions when customers make complaints about their bills.
"We find that the company's default approach to problems such as this is basically to terrorise the customer, wave the big stick of disconnection over them and say 'Pay up'," Morgan said.