Update: Tuesday, March 24, 2020
In responding to the COVID-19 pandemic crisis, CUC continues to focus on the health and safety of our employees, their families and the general public while ensuring the continuity of electricity service to the Grand Cayman community.
The Company has plans in place to deal with crises such as this but given the unprecedented nature of the pandemic and how quickly the situation changes there are uncertainties in predicting how deep of an impact and how long this crisis may last. The Company fully supports the actions taken by the Cayman Islands Government and other private sector leaders thus far to limit and reduce the impact and uncertainty to the community and we ask that all be calm and patient as we all adjust our lives to respond to this temporary crisis.
We are maintaining regular teleconferences with Fortis Inc. and other utility groups to share experiences and best practices in responding to this pandemic. Within CUC, We are holding regular virtual meetings to communicate decisions, disseminate official information on the pandemic and to get feedback on our weekly operations.
We continue to work closely with our vendors and service suppliers looking out to the weeks ahead to ensure that our critical supplies and services remain available. We do not at this time anticipate any curtailment of the electricity supply.
As of Monday, March 14, all staff that could do their work from home are working from home including half of the Customer Service Representatives. Approximately 80% of normal office- based staff are now working from home. Customer call response rates declined earlier in the week but by the end of the week were back up to the 90% level. We thank you for your patience.
Field and Power Plant employees also adjusted their work schedules with a smaller percentage (23%) working from home and the rest splitting into more staggered shifts so as to increase the social distancing. An intense focus on sanitation of shared surfaces is also being maintained.
With respect to customer bills, we announced a week ago that disconnections would be suspended for March and that credit extensions would be given to customers who found themselves unable to pay because of loss of income due to the crisis. We are extending the suspension period to include April to allow time for all customers who require assistance to contact us.
The Customer Bulletin below gives more details on the customer assistance.
Update: Wednesday, March 18, 2020
CUC recognises that many of our customers may experience financial hardships over the next few months as we deal with restrictive measures implemented to combat the spread of the COVID-19 virus in our community. In anticipation of the payment difficulties that may affect our customers, the Company has proactively taken steps to develop a plan to minimize the impact to customers.
As stated earlier, we will be immediately discontinuing disconnections for the remainder of March 2020, and providing the options below to customers on a case-by-case basis. However, not all customers will qualify. For example, an individual whose electricity account is in the landlord’s name will not qualify for these options as the debt will be the landlord’s responsibility. In such instances, only the landlord may authorise such an action and make any arrangements for repayment with their tenants.
We also want to stress that the 3-month plan is for extenuating circumstances and was created especially for employees of industries whose operations have essentially halted.
We are asking customers to assist by managing their consumption. We understand this may be challenging with everyone at home. We therefore encourage customers to utilise our monitoring tools available via our website at www.cuc-cayman.com.
Please note the following:
+ Customers will be allowed a fourth payment extension on their account (CUC’s current policy allows customers a maximum of three within a 12-month period).
+ Qualifying customers with some form of proof of unemployment or reduced earnings from employers, will be allowed to delay payments on their electricity account for a maximum of three months, or a maximum of $900.00 (at $300.00 per month). Amounts exceeding $300.00 per month must be paid. Upon resumption of normal processes, these customers will then be offered extended payment plans of up to six months, to commence at the end of the three-month extension period, to ease the burden of repayment.
CUC is here to support the Grand Cayman community. Our Contact Centre Team members are standing by and can be reached by phone at 949-5200 and via email at email@example.com to discuss what options are appropriate for each customer.
If there are delays in receiving a response, we are asking our customers to be patient as we are experiencing higher than usual call and e-mail volumes at this time.