The Public Services Commission is urging V.I. Water and Power Authority customers who have encountered problems such as significantly higher billing, a lack of responsiveness from the utility, or any other service-related issues to file complaints with the PSC.
In a notice issued Thursday, the commission said it plans to log the complaints and present them to WAPA to highlight this concern among its customer base. Additionally, the PSC will hold an open house on Friday from 10 a.m. to 6 p.m. at Suite 4 in Barbel Plaza on St. Thomas, located at 1003 Estate Ross, to engage with the community and hear customer complaints.
The St. Thomas-St. John District has been particularly hard hit the past week, enduring rotating blackouts as the chronically cash-strapped utility works to conserve fuel while it awaits its next diesel delivery during a time of rising temperatures and surging demand.
This comes after some customers waited as many as six days for current following Tropical Storm Ernesto last month, which was largely blamed on overgrown vegetation on the power lines because WAPA cannot afford to pay for regular maintenance.
The long-term solution lies in the continued transition from diesel to propane-powered generators, WAPA CEO Karl Knight told the Source earlier this week. The new Wartsila generators, which are expected to be fully operational by the end of the year, will burn fuel more efficiently and reduce costs by up to 30 percent compared to diesel, he said.
Billing irregularities have also been particularly pronounced in the last month, with residents flooding social media with accounts of charges that have doubled, or worse, despite frequent blackouts or being off island.
Many have subsequently complained that when they contact WAPA to correct the problem, they are told that nothing can be done, though utility officials appearing before the V.I. Legislature on Thursday said efforts are being made to address the issue and that typically customers with billing disputes pay half the amount until the matter can be resolved. They added that WAPA will not disconnect service in such cases.
Meantime, customers can file their complaints with the PSC in person by bringing their most recent bills and any related documentation to the agency’s offices at Barbel Plaza on St. Thomas, and Estate Carlton Suite 1 and 2, also known as the Zefo Business Complex, on St. Croix.
Complaints may also be filed online by visiting the PSC website, www.psc.vi.gov, to download and fill out the Complaint Form and submit it electronically to psc.info@psc.vi.gov. Ensure you attach a copy of your WAPA bills.
“The Virgin Islands PSC is dedicated to ensuring that WAPA addresses these issues promptly and transparently,” the PSC stated. “By collecting and presenting these complaints, the Commission aims to advocate for improved service and the resolution of billing discrepancies.”
For further information or assistance, contact the PSC at 340-776-1291 on St. Thomas or 340-778-6010 on St. Croix, or send an email to psc.info@psc.vi.gov.
