The Fair Trading Commission Act, CAP. 326B of the Laws of Barbados

• Jurisdiction: Barbados
• Court: Fair Trading Commission (Barbados)
• Judge: Mr. Jefferson Cumberbatch,Dr. Philmore Alleyne,Mr. Dawood Pandor,Mr. Andrew Willoughby
• Judgment Date: 01 January 2017
• Docket Number: NO. FTC/ORDSOSB/2017-02

In the Matter of the Fair Trading Commission Act, CAP. 326B of the Laws of Barbados

And in the Matter of the Utilities Regulation Act, CAP. 282 of the Laws of Barbados

And in the Matter of the Utilities Regulation (Procedural) Rules, 2003 and the Utilities Regulation (Procedural) (Amendment) Rules, 2009 (Barbados)

And in the Matter of the Consultation and Review of the Standards of Service for the Barbados Light & Power Company Limited pursuant to Section 3(1)(d) of the Utilities Regulation Act, CAP. 282 of the Laws of Barbados

Before:

Mr. Jefferson Cumberbatch Chairman

Dr. Philmore Alleyne Commissioner

Mr. Dawood Pandor Commissioner

Mr. Andrew Willoughby Commissioner

NO. FTC/ORDSOSB/2017-02

FAIR TRADING COMMISSION

ORDER

1 THIS ORDER is made pursuant to Section 38(c)(ii) of the Utilities Regulation Act, CAP. 282 of the Laws of Barbados

2 WHEREAS in recognition of the issues that have been considered and determined throughout the consultation and review of the Standards of Service for the Barbados Light & Power Company Limited (Barbados Light & Power) also referred to herein as the BL&P

3 AND UPON CONSIDERING the submissions of the Barbados Light & Power on the Consultation Paper for the Standards of Service for the Barbados Light & Power dated April 3, 2017

IT IS HEREBY ORDERED THAT:-

• 1. The Barbados Light & Power shall comply with the prescribed Standards of Service and Reliability Performance Targets set out at Table 1, Table 2 and Table 3 of the Schedule attached hereto and the exemptions set out in the Standards of Service Decision 2018 – 2020.

• 2. The Barbados Light & Power shall credit the prescribed sums as set out in Table 1 of the said Schedule to any customer who is affected by its failure to provide the utility service in accordance with and in the manner set out in the Standards of Service Decision 2018 – 2020.

• 3. This Order shall take effect from January 1, 2018 and continue until December 31, 2020 or until such time as a new Standards of Service Decision is issued.

Dated this day of 2017

………………………………….. Jefferson Cumberbatch Chairman	………………………………….. Philmore Alleyne Commissioner
………………………………… Dawood Pandor Commissioner	…………………………………… Andrew Willoughby Commissioner

SCHEDULE

4 Table 1: Guaranteed Standards of Service for Barbados Light & Power (BL&P)

STANDARD	SERVICE CATEGORY	TARGET	COMPENSATION
GES 1 (Amended)	Fault Repair — Customer's Service This refers to the time it takes to restore supply after fault on a consumer's service (single customer).	Within eight (8) hours of receipt of complaint.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) For each additional eight (8) hours Prorated on an hourly basis Automatic Compensation 1
GES 2 (Amended)	Fault Repair — Distribution System This refers to the time it takes to restore supply after fault on the distribution system (multiple customers).	Within eight (8) hours of receipt of complaint.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) For each additional eight (8) hours Prorated on an hourly basis Customer Initiated Claim required
GES 3 (Amended)	Voltage Complaint This refers to the investigation and correction of voltage complaints.	(a) Visit within twenty-four (24) working hours of receipt of the complaint.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) Automatic Compensation
(b) Provide an assessment within five (5) working days 2 of receipt of complaint.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) Automatic Compensation
(c) Correct within thirty (30) working days of receipt of complaint.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) Automatic Compensation
GES 4	Simple Service Connection This refers to the time it takes to provide a simple service connection (connection point within thirty (30) metres) after the customer signs the contract for connection and presents a valid certificate of inspection from the Government Electrical Engineering Department (GEED).	Within twelve (12) working days of receipt of request.	Refund of installation fee Automatic Compensation
GES 5 (Amended)	Complex Connection – Cost Estimate This refers to the time it takes to provide a cost estimate for a complex connection requiring a service visit from the time of provision of all the requisite information.	Within thirty (30) workings days of receipt of request.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) Customer Initiated Claim required
GES 6 (Amended)	Connect or Transfer of Service This refers to the time it takes to connect or transfer service from one location to another location which has an existing installation.	Within twelve (12) working hours 3 of receipt of request.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) Automatic Compensation
GES 7 (Amended)	Reconnection This refers to the time for reconnection of service on settling the bill after disconnection at the meter, as verified by the BL&P.	Within six (6) working hours of receipt of payment.	Refund of reconnection fee Automatic Compensation
GES 8 (Amended)	Response to Billing Complaints This refers to the timeframe in which the BL&P responds to customers' billing complaints.	(a) Where a service visit is required, provide an assessment and resolution within ten (10) working days of receipt of complaint.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) Customer Initiated Claim required
(b) For all other matters not requiring a service visit, the BL&P is required to resolve these within three (3) working days of receipt of complaint.	$45.00 (D) $90.00 (GS) $215.00 (SVP/LP) Customer Initiated Claim required
GES 9 (New)	TimelyPaymentof Compensation This refers to the time in which the BL&P shall apply compensationtoa customer's account on acceptance of a claim.	(a) All credits to be applied...