Customer Services Department

Mission

To strive for excellence in serving all our valued electricity customers and the public through mutually beneficial teamwork dedicated to developing employees’ knowledge in all aspects of utility customer care, such that costs will be optimized and VINLEC’s corporate image enhanced.

Functional Responsibilities

With a national electricity coverage of 99%, the Department interfaces with both customer accounts and public electricity concerns. With emphasis on promptness, courtesy and accuracy, service is delivered via the following Departmental sub-units:

  • Desk Services
    • New Account set-up
    • Voluntary Transfers, Disconnection/Reconnection
    • Enquiries and Complaints
    • Cash Collection
  • Meter Reading
    • Meter Readings
    • Meter Reading Route Management
  • Customer Billing
    • Bill Preparation
    • Bill Delivery
  • Credit Controls
    • Credit Rating and Payment Term Scheduling
    • Involuntary Disconnection/Reconnection
    • Key Account Management
  • Administrative
    • Customer Awareness and Education (this is done in liaison with Corporate Communications)
    • Initiation of Market Studies and Surveys
    • Sales Forecasting
Service Tools

Facilitated by the Company’s in-house mainframe computer and third party “best-of-breed” applications, a range of technological aids are in place for effectively meeting customers’ needs. Among these are:

  • Electronic meter reading
  • Electronic agency cash collections
  • Interactive over the counter cash processing
  • E-notification of bills
  • Online customer request tracking
  • Interactive application and complaint handling
  • Service vehicle field tracking
  • Interactive voice response messaging
Staff

Trained customer services staffc of 30 serve our 42,000 customers in St Vincent and the Grenadines.