URA’s first UNELCO Engie Customer Online Survey underway
March 17, 2025 9:49 pm | Posted in Business News | Share now TwitterFacebook
By Sabrina Tabi
The Utilities Regulatory Authority’s (URA) first-ever UNELCO Engie Customer Online Survey was officially launched yesterday, the 17th of March 2025, targeting UNELCO Engie electricity and water customers on Efate.
This survey will last for one month, from March 17th to April 12th, 2025, focusing on three main aspects of the regulated service: affordability, safety, and reliability.
In an interview with the Vanuatu Daily Post earlier this month, the affordability aspect of the survey focuses on collecting data and information on customers’ knowledge regarding how the electricity and water bills are computed by UNELCO, and on customers’ ability to afford these services.
The safety section of the survey asks customers about their opinion on whether the services provided by UNELCO are safe. This section looks at how UNELCO Engie handles various problems, like fixing flickering lights or addressing issues with high voltage that need to be repaired.
The final section of the survey focuses on the reliability of UNELCO’s service. It asks about the quality of UNELCO’s customer service, how well they communicate with customers, and how long it takes them to solve problems, like restoring power after an outage.
It is, however, essential for the public to understand the difference between a customer and a consumer. As explained by the Project Lead staff and URA’s Financial Analyst, Mr. James Temakon, a consumer refers to any individual who uses electricity and water supplied by UNELCO. A customer is an individual or a business that has a meter subscription with UNELCO. Only the electricity and water customers of UNELCO will be the target of this customer survey.
Mr. Temakon further emphasised that the need to carry out this survey is to evaluate the work that URA has been doing, and to achieve its mission, which is “to enhance the quality of life and business growth in Vanuatu by ensuring sustainable, safe, and reliable energy and water services at reasonable prices accessible to all who demand it.”
Once the online survey is completed, Mr. Temakon explained that the data collected will be carefully analysed and compiled to guide future steps in addressing any issues or improvements identified by the customers.
URA will analyse the findings to assess consumer concerns, but this survey is just one part of a broader effort to monitor and evaluate utility services. Any future regulatory actions will depend on a range of factors, including policy considerations, operational realities, and stakeholder engagement.
The general public is encouraged, especially UNELCO customers living on Efate, to participate in the survey. The survey can be accessed via this link: https://www.surveymonkey.com/r/ura_survey and is also available on URA’s social media platforms and website.
