Objectives:

• Provide information and guidance to customers and companies who make complaints with the utility companies or service providers and with the PUC.
• Deal fairly and efficiently with customers and the public who make complaints with the PUC that arise from unresolved complaints made to the utility company or service provider.
• Develop efficient systems which facilitate continuous improvements in the quality of service delivered
• Regularly monitor performance through periodic reviews and by analyzing feedback about service solicited from customers.

Policies

• The PUC will be accessible by correspondence, telephone, facsimile, and email or by receiving visits from walk in customers. Information regarding the address, telephone numbers and email addresses will be published and the public will be advised of any changes. A direct toll free access number for the Consumer Affairs Section will be established for family island customers.
• The PUC will assist in the resolution of problems between a customer or company and the utility company or service provider only after the customer has exhausted the Utility or service provider's complaints procedures and remains dissatisfied. The PUC requires that the customers provide supporting information and documentation to substantiate their claims and prove contact with the utility company or service provider, to enable us to have a better understanding of the situation and therefore provide a more effective response to the problem.
• The PUC will seek to develop, maintain and enhance good relations with its clients by ensuring a timely and impartial investigation of complaints in accordance with established procedural guidelines.
• To assist with walk in customers, the PUC will encourage those persons who present complaints in person, to schedule an appointment so that the waiting period is minimized.
• The PUC will keep the public informed of the utility companies and service providers' performance results by way of public education. The PUC will ensure that public education is done by means of the media and public fora and consumer awareness tips.
• The PUC will establish systems to measure its performance in handling complaints and client satisfaction by means of surveys and Suggestions with a view of making regular improvements in its performance and efficiency.
• Written complaints made to the PUC will be acknowledged by letter within five (5) business days of receipt. The complainants will be advised of the time within which an investigation will be completed. Where an investigation is likely to extend beyond the date specified, the complainant will be so informed prior to the specified date and given a new completion date.
• The PUC's complaints procedure will be reviewed as necessary with a view to identifying areas which many need modification to improve the performance and efficiency of the organization.

All personal information communicated to the PUC about its clients will be treated in the strictest of confidence.