The Utilities Regulatory Authority (URA) has concluded its first round of Public Education Programs (PEP) throughout the communities of North and Northwest Efate that have access to the UNELCO Electricity Grid, covering the two main topics on ‘the Roles and Functions of the URA’ and ‘the UNELCO Electricity Price’. The last three communities visited last week were Emua on the 27th of June 2023, and Saama and Paunagisu on the 28th of June 2023. Overall a very positive outcome as community representatives have indicated.

In summary, the Authority Team has noted that many customers lack the basic knowledge and understanding to efficiently manage their electricity consumption. While the PEP sessions are a necessary part of educating the public and customers, the Authority will continue to conduct other relevant topics on electricity in these same communities. 

Given most of the communities visited were operating smart meters, the awareness team present identified that the customers were not aware nor informed of the credit loan of 1,500VUV provided by UNELCO, as a buffer to enable customers to continue to maintain access to electricity even though their meter credit has reached ‘zero’ balance. This was a customer-friendly package initiated by UNELCO for weekends or public holiday periods during which the resell points are closed. The amount used from this credit loan will eventually be deducted from the customer’s next purchase of credit. For example, if a customer has used 1,000VUV out of the 1,500VUV loan package, it is advisable that the customer purchase an amount greater than 1,000VUV in order to pay out the loan amount used on the following weekday; this should ensure the customer’s balance is net of the weekend buffer, VAT and URA surcharge.
Another common concern raised by all the communities visited was the limited number of resell points within the proximity of their respective communities and resell points that are experiencing internet disruptions. Because of this, customers are spending more money on transportation to reach the nearest available resell points at Tanoliu or Mele; or travel all the way to the UNELCO office in Port Vila. As noted from the awareness, this is becoming a very time-consuming exercise for the customers. The resell points issues are part of UNELCO’s customer service; hence the  Authority is liaising with UNELCO and other respective stakeholders towards identifying practical solutions to resolve the issues. 

The Authority will continue with the same PEP presentations at neighboring communities of Mele, Melemat, Pango, Erakor, No.2 Lagoon, Ifira island, and communities further out namely Teouma (Teouma Valley, Teoumaville and Teouma bridge and surrounding areas), Rentapao, Narpow point and surrounding areas. The PEP sessions target only the communities that currently have access to the UNELCO electricity grid. The Authority Staff will be liaising closely with respective community leaders to confirm dates, venues, and times of the PEP sessions. Customers will be advised accordingly once the schedule has been finalized.  

To date, queries and questions raised by consumers and the public at the visited communities have been forwarded to the utility and concerned stakeholders for their attendance.

Customers are encouraged to visit the Authority’s website at www.ura.gov.vu.