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CUC vows to reduce customer complaints
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Posted on Oct 08 2004
Commonwealth Utilities Corp. executive director Lorraine Babauta cited Friday the improvement of customer service as one of CUC’s main goals for fiscal year 2005.
“Faster action, better answers, [satisfaction of] customer concerns and professionalism, and a significant reduction of service orders,” Babauta listed her specific objectives for the customer service division during Friday’s meeting of the CUC board of directors.
She said the plan comes in response to the board’s expression of concern about specific projects and customer complaints.
“I have listened to board concerns, and specific questions—especially about ‘one or two’ customer complaints—that unfortunately, continue to take considerable time at board meetings,” Babauta noted. “I realize that service orders are truly more important to our customers, and obviously to our board.”
Service orders are documentations of customer complaints involving power or water outages, streetlights going offline, an alarm flashing at wastewater pump stations, or billing disputes.
Babauta noted that service orders have reduced considerably, as compared with last year’s numbers. But more work needs to be done, she added.
At Thursday’s meeting, CUC board members expressed concern over a number of projects. Among the issues discussed were the sewer upgrade at Tanapag and lower As Terlaje, and wastewater lines at As Lito and in front of Winchell’s Garapan.
Particular concern was also raised about the water outage that hit Kagman over the weekend and affected the three schools located in the area. Babauta said the problem was fixed after CUC sent a crew to do some upgrading at pump station.
The CUC management was urged, however, to take more permanent solutions to utility problems. (Agnes E. Donato)
