New standards for TTEC make compensation to customers mandatory

Newsday TT

As part of its effort to rein in the Trinidad and Tobago Electricity commission, the Regulated Industries Commission (RIC) has introduced a compensation scheme for customers. The new regime for TTEC includes compensation for not delivering on guaranteed standards to customers. These include, billing punctuality, response and restoration time after unplanned outages on the distribution system, reconnection after payment of overdue amounts or agreement on payment schedule, and making and keeping appointments. At the RIC's launch of quality of service standards for electricity transmission at the Hilton Trinidad Dennis Pantin, RIC chairman, said that he would like the commission to conduct itself as though it faced competition in the country.

"The absence of a fully competitive market structure results in a lower level of quality and higher levels of price," he said. The standards are meant to keep TTEC on its toes and to improve the quality of service to customers. Pantin's justification for the standards was that without a competitive environment, a regulator can do what it wants. Setting standards for TTEC, he said, creates a customer base of 340 ,000, who will serve as the eyes and ears of the RIC "to monitor the performance of the monopoly provider." In addition, TTEC, he said, has a built-in incentive to anticipate and seek to avoid breaches of the established standards. These standards also carry a compensation scheme to "serve as an incentive to TTEC to improve service quality." He told guests that TTEC has been making a seamless transition to the new regulatory regime. Public Utilities Minister Pennelope Beckles noted that TTEC will be subject to penalties for non-compliance with these standards. She noted that similiar quality standards will be in place for other utilities, noting that such standards should result "in a high level of accountability." RIC executive director, Harjinder Atwal, said the standards were a turning point for service in TT. He noted though that for customers to be compensated in the event of a breach of the standards, you must first file a claim. For the claim to be considered, customers must submit a claim within three months of the occurrence.