In an effort to enhance the quality of service delivered by the OUR to customers of the utility companies, new internal standards were implemented after a two year review of the standards for the Consumer Relations Unit (CRU). The following are the standards that now govern CRU:
- A maximum of two (2) working days to acknowledge written correspondence
- Telephone calls are to be returned within two hours of receipt (weekends excepted)
- Walk in customers should be attended to within five (5) minutes of arrival
- All case letters to the utility companies are to be dispatched within five (5) working days of receipt by a Consumer Relations Office (CRO)
- All correspondence to the utility companies should be copied to the respective customer
- Final letters are to be dispatched within ten (10) working days of getting all the necessary information from the utility companies/consultants
- Contact with the customer should be maintained at least every thirty days.
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