Published
By Myrna M. Velasco
The Energy Regulatory
Commission (ERC) and Department of Energy (DOE) have firmed up a covenant that
will enhance ‘consumer protection’ measures in the liberalized electricity
sector.
The pact between the
two agencies had been via a memorandum of understanding (MOU) which targets to
reinforce the consumer welfare desks (CWDs) primarily those relating to the
business affairs of distribution utilities (DUs), the sub-segment of the power
sector that has been front-lining for services to the end-consumers.
According to the regulatory body, its agreement with the DOE will advance
consumer-centric culture in the industry – and such then will call for prompt,
reliable and cost-effective delivery of services.
The accepted fiat in
the marketplace is for customers being “always right”, but despite such
precept, consumers in the energy sector still find themselves in the tail-end
of decision making of their servicing DUs if they lodge a complaint against
lousy services.
But in the newly sealed
agreement between the two key agencies of the sector, ERC Chairperson Agnes T.
Devanadera indicated that such “formalizes and seals our collaboration towards
promotion and protection of consumer interest.”
To strengthen systems
in addressing consumer concerns and/or complaints, the two agencies have
mutually agreed on parameters that they shall be working on to achieve such
goal.
Chiefly, the DOE through its Consumer Welfare and Promotion Office (CWPO) and
the ERC’s Consumer Affairs Service (CAS) had indicated to jointly carry out data
and information sharing to improve consumer services; as well as undertake
consumer behavior survey, studies and other key researches to understand the
needs of the sector’s end-users.
In addition, the two
agencies shall strive for the modernization and improvements in their systems –
to include securing International Organization for Standardization (ISO)
certification for consumer complaints handling processes; and they must also
undergo training and development to enhance the capabilities of their respective
consumer welfare desks.
Further, the ERC and
DOE must aim for technological and best practices exchanges primarily on the
sphere of consumer protection; and they must also come up with policy
recommendations “to ensure proper implementation of projects and activities on
consumer welfare.”
It has likewise been prescribed that there should be monitoring and evaluation
systems in their ‘to-do-list’ under the MOU so they can track measurable
targets and improvements.
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