JPS sets up customer advocacy committee
Published:Friday | December 16, 2011 | 12:00 AM
The Jamaica Public Service Company (JPS) has established a four-member customer advocacy committee to assist in resolving customer-service issues which remain unresolved after they have gone through the normal complaint procedures.
The committee will be chaired by Frank 'Tony' Ray, retired director of external affairs at the JPS, and currently special adviser to the company.
The other three members of the committee are internal employees. They are Ramsey McDonald, director of revenue management, Leisa Batiste, internal auditor and Joseph Williams, power station manager.
The committee "will complement the initiatives being implemented by the company to ensure permanent, long-term improvements in service delivery", JPS said in a release Wednesday.
The company said the committee would not be handling all complaints made by customers, rather, it will "handle only complaints that remain unresolved after the customer had gone through the normal complaints procedures via the JPS' customer care centre and parish offices".
"Once these issues are escalated, the advocacy committee will work with the respective operational areas to arrive at a resolution," the release said.
The committee has been sitting since November, but its establishment has only now been announced because, according to head of corporate communications, Winsome Callum, the JPS wanted to test the system to make sure that referred complaints could be dealt with effectively and efficiently.
The JPS said the committee is expected to help the company identify and address weaknesses in its processes, thereby improving the services it provides to customers.