Utility companies widen payment options

As the effects of the COVID-19 pandemic deepens, utility companies are reporting tremendous take up of several payment options by customers.

Both electric and telecommunication companies told Barbados TODAY they were actively reaching out to customers to ensure they stayed current on their bills where possible or put measures in place to pay at a later date.

They opted not to say how widespread the issue of non-payment was or what impact it was having on their operations.

However, they all indicated that they were encouraging customers to make payments were possible.

The Barbados Light & Power Company Limited (BL&P) said it was working closely with its customers who were experiencing difficulty in making a payment.

“Our teams continue to work with them on a solution that fits their need,” the company said.

The BL&P said it had seen an increase in the number of people using online payment methods.

“We have also seen an increase in customers signing up for Web Self Service and e-Billing to access their account’s billing and payment information. Customers who have utilized the various online channels have indicated their satisfaction with the ease of use and service they received,” the BL&P said.

Among the temporary measures employed by the BL&P to help customers during the pandemic is the temporary suspension of disconnections for non-payment for both residential and business customers.

The company pointed out that the decrease in the Fuel Clause Adjustment for the month of April, which stood at 24.1235 cents per kWh down from 28.081 in March, was a further ease for customers.

The BL&P is currently working with the Fair Trading Commission (FTC) on other measures to provide further relief in this regard.

The BL&P is reporting a general decrease in demand for electricity during the curfew due to the closure of schools and most businesses.

“However, residential demand during the lockdown period would be similar to the demand in the summer when children are out of school or like that typically seen on weekends,” it said.

“Electricity consumption from tourism and other business establishments accounts for a significant share of total electricity demand. Naturally, the closure and reduced business activity by these customers have had a significant impact on the usage of electricity,” the company added.

Telecoms company Digicel indicated that as a provider of essential services it was doing all it could to keep its operations going “no matter what”.

“Indeed, at a time like this, the services that we provide to customers could not be more vital or more needed. We take that responsibility very seriously. Likewise, we’re taking this situation very seriously and doing everything we can to deliver business continuity,” Digicel said.

The company said that in line with its commitment to keeping customers connected during the curfew, it had ceased suspension of accounts that are in arrears.

“However, we need our customers to keep making payments to ensure their account balances remain manageable. Digicel has been supporting customers’ efforts to pay by offering ‘Promises to Pay’ – allowing customers a date to pay after the curfew has been lifted.

“This is most helpful for those who cannot pay online or are unable to reach a third-party payment location. Digicel also offers payment plans, which allow customers to pay arrears over an agreed period without allowing their current charges to age. Some customers have availed of these to date,” Digicel explained.

The company said it was “communicating strongly” with customers through its various channels including direct communications, social media and emails about the many ways they could access and pay for services.

Telecommunications giant FLOW told Barbados TODAY it continued to urge customers to pay for their services once they are able to do so, even as the company promised to continue to provide those services.

“While this is an unprecedented situation, we know the country is relying heavily on our services at this time and we are equally committed to providing all available resources to ensure our customers continue to have access to all-important connectivity and support,” it said in its emailed response.

“We know these are difficult times, so we are also proactively reaching out to customers to offer support based on their recent payment history. This level of care also applies to existing customers with an outstanding debt and who are currently on payment plans,” the company said, adding that it understood the need for customers to maintain at least a basic level of connectivity to allow them to get up-to-date information on the situation facing the country.

Cognisant that its products and services were considered essential during the curfew period, the service provider said it had taken a proactive look at how it could better serve customers.

“As such, we are developing a suite of retention offers that will provide our customers, including those with outstanding debts and those on payment plans, with multiple cost-effective options to retain varying levels of connectivity and entertainment at a reduced rate” it said.

While the Barbados Water Authority (BWA) continues to reach out to customers to make payments as well, Minister of Water Resources Wilfred Abrahams recently revealed that the water utility was running low on funds as customers chose not to pay that bill.

He said the state-owned utility’s already weak finances had taken a double-digit dip.

He said: “The reality is that a lot of people are not paying their water bills at this time. So the take on the bills has dropped to, I think, 25 per cent of what is supposed to be.”

Like other utilities, the BWA had promised not to disconnect customers during the COVID-19 curfew, but encouraged them to pay what they could.

The BWA recently reopened its Pine Payment Centre to accept payments from customers who are unable to make payments online. marlonmadden@barbadostoday.bb