Performance
Setting StandardsMeasuring
collect!In our ongoing effort to
serve you better, JPS hasundertaken to meet certain
Guaranteed Service Standards.
If wefail...youcan
These are servicetargets which are
established to assistJPS in delivering
prompt and efficient service to you.
GUARANTEE #1aConnection to Supply –
New Installations
Where there is no previous supply,and lines and meters have to beinstalled, connection is to be done
within 5 working days.
GUARANTEE #1bConnection to Supply – Simple Connections
Where supply and meter arealready on the premises,connection to be done
within 4 working days.
GUARANTEE #2aComplex connection
to supply (30m – 100m)
Between 30m and 100m of existingJPS distribution line (i) Estimate provided
within 10 working days(ii) Connection completed within
30 working daysafter payment.
GUARANTEE #2bComplex connection to supply (101m – 250m)
Between 101m and 250m ofexisting JPS distribution line(i) Estimate provided within
15 working days(ii) Connection completed within 40 working days after payment.
GUARANTEE #3Response to
Emergency Calls
We will respond to emergency calls within 5 hours.
Emergencies are defined as broken wires, broken
poles, fires etc.
GUARANTEE #4First Bill
We will produce and dispatch yourfirst bill within 40 working days
after service connection.
GUARANTEE #5aComplaints/Queries – Acknowledgements
We will acknowledge written queries within 5 working days.
GUARANTEE #5bComplaints/Queries –
Investigations
We will complete investigationswithin 30 working days.
GUARANTEE #5cComplaints/Queries –
Investigations involving3rd party
We will complete investigationswithin 60 working days.
GUARANTEE #6Reconnection –
After payment of overdueamounts
We will reconnect within 24 hours.(Automatic compensation
as of January 2010)
GUARANTEE #7Estimated Bills –
Frequency of Meterreading
Customers should not receivemore than two (2) consecutiveestimated bills, where the
company has access to the meter.
GUARANTEE #8Estimation of consumption –
method of estimating
An estimated bill should be based on the average of the
last three (3) actual readings.
GUARANTEE #9Meter Replacement
Maximum of 20 working days toreplace meter after detection of
fault which is NOT due to tampering by the customer.
(Automatic compensation as of January 2010)
GUARANTEE #10Billing Adjustments –
Timeliness of adjustmentto customer’s account
Where necessary, customers must be billed for adjustment withinthree months of identification
of error, or subsequent toreplacement of faulty meter.
GUARANTEE #12Reconnection after wrongfuldisconnection
The Company must restore supplyto a customer who is wrongfullydisconnected within 5 hours of
confirmation of the error(Automatic compensation as
of January 2010)
GUARANTEE #11Wrongful Disconnection
This occurs if the companydisconnects a supply that:
• has no overdue amount• is currently under investigationby the OUR and / or JPS and onlythe disputed amount is in arrears
(Automatic compensation as of January 2010)
GUARANTEE #14Compensation –
Making payments
Accounts will be credited within 45 days of verification
of the breach
GUARANTEE #13Meter Change
Whenever a meter is changed JPSmust ensure that notification isleft at the premises and/or utilize
its text messaging service toindicate the meter change,
including: • the date of the change
and meter readings at the time of the change
• the reason for change• the serial number of the
new meter
As of January 2010, the following GuaranteedStandards will attract automatic compensation ifthe standards are breached.
• RECONNECTION - (Guarantee #6)Customers should be reconnected within 24 hours after paying reconnection fee, all outstanding balances and informing the company of payments. Compensation - Regular compensation applies
• METER REPLACEMENT - (Guarantee #9) JPS should replace a faulty meter within 20 working days after detecting a fault which is not due to tampering by the customer. Compensation- Regular compensation applies
COMPENSATION FOR BREACH OF GUARANTEED STANDARDS
AUTOMATIC & SPECIALCOMPENSATION
CUSTOMER CLASS COMPENSATION
RATE 10 - RESIDENTIAL $1,500
RATE 20 - SMALL COMMERCIAL $2,200
RATE 40 – LARGE COMMERCIAL $16,000
RATE 50- LARGE INDUSTRIAL $16,000
• DISCONNECTION - (Guarantee #11)It is considered wrongful disconnection if the Company disconnects a supply that: has no overdue amount, or is currently underinvestigation by the OUR and/or JPS and only the disputed amount is in arrears.
How to ClaimComplete a form available at JPS offices or on our
website at www.jpsco.com and submit within 180 days or 132 working days after the occurrence
of the breach. Breaches will attract multiplepayments up to four (4) periods.
• RECONNECTION AFTER WRONGFUL DISCONNECTION - (Guarantee #12)The Company must restore supply to a customerwho is wrongfully disconnected within 5 hours of confirmation of the error.
Special Compensation:Residential 2 x $1,500 (Reconnection fee) = $3,000Customers
Small 5 x $550 (Customer Charge) = $2,750Commercial
Large 5 x $4,000 (Customer Charge) = $20,000Commercial/Industrial:
Residential 2 x $1,500 (Reconnection fee) = $3,000Customers
Small 5 x $550 (Customer Charge) = $2,750Commercial
Large 5 x $4,000 (Customer Charge) = $20,000Commercial/Industrial
Special Compensation:
For more information
Call our
24-Hour Customer Care Centre
1-888-CALL-JPS / 1-888-225-5577
www.jpsco.com
March 2011