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PRESS RELEASE – October 25, 2006
For more information contact:
Sandra L. Setorie
Assistant Executive Director
(340) 778-6010
PUBLIC SERVICES
COMMISSION INFORMS CUSTOMERS ON THE STEPS FOR FILING UTILITY COMPLAINT
ST. CROIX – The PSC advises residential and business
customers about the utility complaint process.
Virgin Islands utilities customers have a right to question, dispute
and, pursue resolution to any billing or service issue with or against
regulated utilities. The following outlines the steps for filing a
complaint against a regulated utility.
1. Your Utility Service Provider:
• If you have a concern, question or problem with your utility service
or bill, you must first contact the customer relations department of
your utility service provider to register your complaint and to attempt
to resolve the matter. The utility’s phone number is required to be
posted on your utility bill. If the utility’s representative cannot
resolve your problem, you have a right to speak with the customer
relations supervisor.
• If you are not satisfied with or disagree with the utility’s response,
tell the utility that the matter is not resolved to your satisfaction;
then take the next step:
2. The Virgin Islands Public Services Commission
• To file a complaint with the PSC contact us by phone, in writing, or
in person, and a Complaint Officer in any of our district offices (St.
Croix and St. Thomas/St. John/Water Island) will assist you.
• Provide our Complaint Officers with detailed information about your
dispute including the
o Account name
o Account number
o Complete service and mailing addresses
o Home phone number
o Work phone number
o Daytime message phone number
o Name of the utility with which you have the complaint
o Complete facts and description of the problem:
what did the utility do which you, the Complainant,
think is illegal, unjust, or improper? Include exact dates, times,
locations and persons involved, etc.
what action did the utility take? and what action you are seeking;
supporting documentation: copy of bills, notices, letters, reports
etc.
• Written complaints must be specific, complete and legible.
• If you have a billing complaint, you are required to pay the
undisputed amount of the bill to the utility by the due date and, you
may be required to deposit the disputed amount of your bill, in escrow,
with the PSC.
• The PSC will review your complaint and investigate the dispute.
• The utility company may not shut off your service for non-payment of
the disputed or portion of your bill being examined, during the period
of the PSC’s investigation.
• The PSC has a professional staff who can answer questions and assist
customers resolve problems with regulated utilities, visit our new
website at www.psc.gov.vi, call our offices or visit us at:
Sunny Isle Professional Building, Suite 8
P. O. Box 7360, Christiansted, St. Croix, VI 00823-7360
Tel. (340) 778-6010 Fax: (340) 778-0302
Barbel Plaza, No. 8 Estate Ross
P. O. Box 40, St. Thomas, VI 00804-0040
Tel. (340) 776-1291 Fax: (340) 774-4971
The Battery (Tuesday & Thursday)
Cruz Bay, St. John, VI
Tel. 776-1391
The Virgin Islands Public Services Commission ensures safe, reliable and
reasonably priced public ferry boat services, telephone, cable,
electric, potable water, wastewater and solid waste rates for Virgin
Islands consumers, by regulating public utilities. |
