ERC sets standards for frontline customer services

The Energy Regulatory Commission (ERC) has set minimum standards for frontline customer services of distribution utilities (DUs) and other electric service providers.

The ERC said the standards would further ensure customer choice and promote the interests of electricity consumers.

"The ERC’s mission is to promote and protect the long-term consumer interests in terms of quality, reliability and reasonable pricing of a sustainable supply of electricity. The ERC will ensure that the DUs and other electric service providers comply strictly to the set standards," ERC chairman Rodolfo B. Albano Jr. said.

The commission now requires DUs and other electric service providers to establish a consumer welfare desk (CWD) in their offices. The CWD will undertake frontline customer services and must be manned by an officer of the electric utility.

The CWD officer must be a permanent employee of the DU or electric service provider of at least two years and must have attended at least one seminar on customer service conducted by an ERC-accredited trainor and familiar with the operations of the DU or electric service provider and with ERC laws, rules, regulations, decisions and policies.

The primary responsibilities of the CWD officer include entertaining complaints by consumers against the electric utility being represented as well as queries on its services and ERC decisions, orders, resolutions, laws, rules and regulations.

In addition, the CWD officer will also be responsible in posting and distributing major announcements and documents about the operations of the electric utility such as rate schedules, service charges, terms and conditions of service, standard rules and regulations governing its operation, general information on metering, and decisions and orders rendered by the ERC that affect consumers within the jurisdiction of the electricity provider.

The ERC standards also laid down the procedural standards for handling and documenting complaints. The reportorial requirements were spelled out in this resolution for effective ERC monitoring and speedy resolution of such complaints.

"The ERC wants to raise the standards of quality of customer service in the electric power industry, particularly in the distribution and supply of electricity. It is expected that DUs and other electric service power providers will live up to the tradition of excellence in frontline customer service that the ERC is creating," Albano said.