JEDDAH, 25 July 2004 — Accountability is a must for the utility companies that deal in electricity and communication here in the Kingdom, as each have power that the ordinary citizen cannot resist or demand justice from. The two companies remain without an authority who can hold them accountable for their mistakes and which could also provide justice to the consumer.
The nature of modern life and the inter-connection of its basic necessities mean that it is no longer possible for individuals or companies to manage without electricity, telephone and cellular communications, or the Internet for long.
The citizen and his company are defenseless if any dispute arises between him and a utility company over a bill that is unexplained, from his viewpoint, or over delinquency in services that have caused him damages.
He must, in all cases, pay first under their threat to cut and withhold electricity or phone services from him and his work. If he requests investigation or redress, the two companies themselves — despite being a party to the dispute — conduct it. There is no neutral, independent authority that will scrutinize the cases and ensure the protection of the consumer.
Where are the electricity and communication councils that were set up to carry out this essential function in contemporary society? Who judges objectively that preserves the welfare of all three parties: The utility company, the consumer and that of the state?
The parameters of these councils are limited to pricing and organizing the companies’ services.
But the councils are found wanting even in this as the utility companies continue to hold sway.
This should not be the case. The utility companies should not have the authority to withhold services while conducting an investigation on their own failures.
Dr. Ghazi Al-Gosaibi, soon after taking charge of the Ministry of Electricity and Water, ordered that the electricity should no longer be cut off from any consumer who has a complaint against the electricity company until after an investigation is conducted.
But this by itself is not a solution. What needs to be done is to set up a neutral authority to conduct such investigations.
Turning to the court for help is not an option.
Both companies are always ready to cut off their services from a complaining consumer unless they receive payment first.
If the aggrieved customer tries to take action, a week without the service is about all he could take, let alone the months a court case may take due to the procrastination of the companies and the slow pace of justice.
We need to modify the system of both the electricity and telecommunications companies especially now that there are plans to open up the market to prevent monopolies.
Independent watchdog committees are needed to monitor the performance of major utilities and protect the continuity of supply and rights of consumers.
They would be responsible for managing and maintaining the benefits of all parties involved, whether it is the company, the consumer or the state.
It is time for some independent authority to be established, as this imbalance of power is proving a source of deep resentment among consumers.
