ST. THOMAS — The V.I. Public Services Commission on Wednesday took steps to revise the Water and Power Authority’s customer service process — a system, which, according to PSC staff, is not only inadequate but effectively stifles the PSC’s ability to address unresolved complaints.
According to a PSC staff report discussed at Wednesday’s regular PSC hearing, customers who have a billing dispute are required to contact WAPA’s customer service staff within 20 days from the date of their bill. However, many customers are not aware of the 20-day period, and many don’t receive bills on the same day that they are issued. Bills issued through postal mail, on average, take a minimum of three days to be delivered. Worse still, access to customer service staff can be limited and often requires multiple visits and calls to the customer care centers, according to the report.