The key monitoring tools utilised by the Commission in pursuance of its objectives are:
- Monitoring of Public Utilities
- Public Awareness Programme (PAP)
Monitoring of Public Utilities
One of the most important functions of the Commission is to monitor the performance of the utility service providers with the aim of ensuring that the desired quality of service is delivered to consumers. Performance targets for compliance by the utilities set after every tariff review are also communicated to consumers, to ensure transparency
Monitoring Approaches
Currently the Commission has adopted three main approaches for monitoring, namely:
- Auditing approach
- Physical approach with Consumers’ feedback
Auditing Approach: Report formats indicating the required information, have been designed and are submitted to the service providers to fill and present to the Commission on quarterly basis.
Physical Approach/Inspection: Inorder to corroborate the information provided by the utilities and also gain a first hand information of the quality of service, the Commission through a task force undertakes routine inspections of operators premises , plants equipment and their areas of service.
Onsite testing of products are also conducted plus interviews with consumers are undertaken to gain an insight to the level of service received or required.
Regular visits of residential, non-residential and industrial areas are undertaken on quarterly basis. This aspect of monitoring is plays vital role in assisting the Commission make informed decisions and establish appropriate policies for regulation.
Consumer Feedback: Pubic Fora and surveys are also routinely undertaken to ascertain the level of satisfaction with services provided by the utilities.
Quarterly meetings with stakeholders enable the Commission gather reliable data to work with. Each quarter the Commission holds meetings with the various consumer groups and also visits selected districts within the country to educate and also gain feedback on the quality of service.
Where it is not able to visit, the Commission, through questionnaires submitted to the Consumer associations, receives reliable information to inform the utilities of the gaps within their service.
Public Awareness Programme (PAP)
The Commission is aware of the importance that information flow plays in regulation. Consequently it has established a Public Awareness Programme to sensitize all stakeholders on the policies and programmes of the Commission.
Currently a directory of Consumer associations has been opened by the Commission and is one of the channels being used to disseminate information to consumers.
Objectives of PAP
- To create awareness of PURC roles and functions
- To inform stakeholders about their rights and responsibilities
- To educate the public on the Commission’s regulations
- Advocate the efficient use of utility services
PAP Strategies
The strategies used to undertake this activity are:
- Organisation of periodic public for a and workshops
- Quarterly meetings with Utility Service Providers
- Radio and Television programmes to educate general public
- Production and distribution of educational leaflets to the general public
- Printing of articles and adverts in public newspapers
- Publication of annual reports on utility service operators
Achievements of PAP
Through an intensive PAP, the PURC has been able to achieve the following:
- Promotion of good image of PURC
- Effective collaboration between PURC and all other stakeholders
- Enhanced cooperation amongst utilities and consumers
- Well informed public on utility issues
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