Asep warns of power failure

At a time when claims increased by high consumption that record distribution companies in the electricity bills, the Public Services Authority (ASEP) warns that the service can not be suspended.

Daniel Mina, engineer Electrical Standards Asep said that distributors "can not cut the power supply to consumers who do not pay a receipt and in the claim".

Customers say that excessive consumption of the service we recorded the distribution does not allow them to perceive the recent decline in the electricity tariff.

Despite the warning Asep, consumers' associations point out that customers feel unprotected because although often present their claims to the company, the distributors always have greater advantages and even break the law.

Article # 25 of Resolution No. JD-101 of 27 August 1997 states that customers should refrain from paying the value of the service demand throughout the investigation and the provider shall not suspend the service during the period.

However, consumers report that the reality is different, since often the distributors to decide to cut their service, regardless of the claim being made.

According to figures Asep 1 to January 27, 2016, the ASEP has received a total of 171 consumer complaints

Of these 106 complaints or 62% are for electricity, 24% for drinking water and sewage and the remaining 14% for telecommunications.

According to the company, high consumption tops the list of complaints by electricity, with 75 complaints, representing 71% of the claims that have been submitted during the month of January.

Pedro Acosta, president of the National Union of Consumers and Users of the Republic of Panama (Uncurepa) noted that consumers have to go to Asep and make complaints so that they can take action.

In fact he said that they have also Asep complaints because they were not getting the bill in their offices and that is an obligation of the distributing company.

"The excuse is that they are saving role for the benefit of the environment, but what this tells us is that you are saving on the administrative logistics, because what they are doing is reducing staff," he said.

Given the constant demands for electricity, Daniel Mina, engineer Electrical Standards Asep explained how to file a claim, since many customers do not know..

Grievance Process

The process for filing a claim is simple, according to detailed regulation.

Any user who has been affected by some inconsistency in the quality of service received ( electricity , telephone or water and sewer ) must file your claim or complaint to the provider .

According to Mina , where the claim is for high consumption , customer has up to 60 days to appear in person to the distribution company that is giving you the power to file your claim .

After this the company has 15 days to answer the complaint; However , if the answer is unfavorable, then the customer has 30 days to show up at the ASEP to file your claim.

In addition , the official explained that in the case of fluctuations have caused damage to electrical equipment , the user has a period of 15 days after the event , to go to complain to the ASEP .