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  • Writer's pictureThe San Juan Daily Star

LUMA unable to specify metrics on addressing complaints



LUMA spokespeople said the company’s intention is that service breakdowns are already resolved when the customer receives a response within a period of time, no longer than 20 days, as provided in the Energy Transformation and Relief Law. (Gerardo Moya)

By The Star Staff


LUMA Energy could not specify on Monday the established metrics and the average time in which the complaints from customers are referred, although company officials insisted that “it has improved” since the private consortium took over the management of the transmission and distribution system on the island.


At a public hearing before the Energy Committee in the House of Representatives, LUMA spokespeople said however that the intention is that service breakdowns are already resolved when the customer receives a response within a period of time, no longer than 20 days, as provided in the Energy Transformation and Relief Law (Law 57-2014).


The public hearing was convened by Energy Committee Chairman Jesús Hernández Arroyo to consider House Resolution 1077, which mandates an investigation into the procedure implemented by LUMA Energy from the moment a subscriber files a complaint until it is addressed and resolved.


“LUMA’s intention is, before answering within 20 days, to solve the problem,” said Juan Méndez, a lawyer for the company. “By the time we answered, we were trying to solve the problem. Sometimes we ask for additional time because there are cases, and then there are cases.”


LUMA officials highlighted in their presentation that customer requests are worked on according to the priority of each case for emergencies and service interruptions that occur on the island. Méndez also said that a month ago the company implemented the first phase of a text messaging project for addressing complaints.


The new service will allow the subscriber to receive the status of a complaint as soon as it is open until it is finished, he said.


“Right now we don’t have, in all honesty, a process for following up on every complaint that comes to light that we have pending,” said Noriette Figueroa, vice president of customer service. “It’s the reason why we’re implementing other mechanisms that give more power to the customer and more information.”

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