The Public Utilities Commission (PUC) yesterday said a consumer’s obligation to a utility company ends when a bill payment is made to a collection agency.
While it has become “common practice for utility companies to enter into agreements with collection agencies to collect consumer tariffs on their behalf,” over time, the PSC said it has been receiving complaints from consumers who allege that they have had their services disconnected even though they have settled their accounts in full via one of the agencies.
This often forces consumers to settle again with the utility and pay the reconnection fee if they desire a speedy reconnection of their service, while their complaint is being investigated. However, not all consumers are financially able to pay twice and would have to wait until a final determination of their complaint is made before restoration of their service.
The PUC “wishes to categorically state that when payments are made by consumers through any of the collection agencies the utility is deemed to be in receipt of those payments and the obligation of the consumer has been discharged.” The agency advises consumers making payments to a utility to ensure safe custody of their receipts as proof of payment as it is their only proof of payment and is critical to the settlement of disputes with utilities in their regard.
Further, the PUC advises that if a consumer’s service is disconnected for the above stated reason they should make a report on telephone number 226-7042 or via website www.puc.org.gy. Consumers can also make a report at the PUC’s office located at 298 Church Street, Queenstown.
