Now that a new director general of the Office of Utilities Regulation (OUR), Zia Mian, has been appointed, it is appropriate to look at the quality of service offered by that body to customers of the utility companies, with which there has been widespread dissatisfaction.

The OUR is mainly funded by a cess or fees paid by these companies. Although these funds ultimately come from the pocket of the consumers, there is a perception that since the companies actually 'pay the piper' they 'call the tune'. This has not been helped by the constant refrain from the OUR that although it entertains complaints from consumers, it is not a "consumers advocacy group but a regulatory body".

In addition, consumer confidence was severely shaken over two years ago when under the watch of a weak OUR, the companies carried out a sleek coup against consumers which has left them paying many millions of dollars to collecting agencies to collect utility bills payments. These fees had previously been absorbed by the companies.

Incompetence

The incompetence of some of the utilities, the abolition of the post of ombudsman for public utilities and the Public Utilities Commission, the deafening and contemptuous silence of both Government and Opposition (past and present) in the face of rampant consumer abuse and weak leadership, pussyfooting and procrastination by the OUR have combined to make many consumers vulnerable and frustrated.

There needs to be a separate entity or a distinct division of the OUR to deal with consumer complaints and consumer relations, generally, with the technical competence and quasi-judicial power to hear and determine complaints and if necessary or appropriate to order compensation and impose and enforce penalties against the utility companies and their officers. This would necessitate amendments to the statue establishing the OUR. Although the OUR cannot be blamed for all the problems affecting consumers, a more efficacious use of the powers which it now has would certainly be beneficial to them.

As a utility consumer for nearly 50 years, I urge the new director general to take the initiative in making the OUR more consumer-friendly and responsive and in effecting appropriate reforms.

I am, etc.,

BERESFORD HAY

PO Box 1191

Kingston 8