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Consumer Protection Bureau demands Prepa improve call center

By on January 24, 2017

SAN JUAN — The director of the Independent Consumer Protection Bureau (OIPC by its Spanish initials), José Pérez Vélez, requested Puerto Electric Power Authority (Prepa) Director Javier Quintana to increase the number of representatives in customer service to attend the agency’s call center, after multiple people complained about increased wait times.

The Puerto Rico Electric Power Authority (PREPA) logo is displayed in San Juan, Puerto Rico, on Friday, April 29, 2016. (Erika Rodriguez/Bloomberg via Getty Images)

The Puerto Rico Electric Power Authority (PREPA) logo is displayed in San Juan, Puerto Rico, on Friday, April 29, 2016. (Erika Rodriguez/Bloomberg via Getty Images)

“Recently, the amount Prepa consumers complaining to our office about the long waiting time to communicate with the agency through the phone service has increased. Clients assure wait times exceed 60 minutes without being attended by a representative,” Pérez Vélez denounced in a written statement.

The official affirmed the OIPC has confirmed the complaints, adding that in certain cases “they have exceeded 90 minutes waiting. This situation is unsustainable,” he maintained.

Pérez Vélez sent a letter to Quintana requesting more representatives in the call center in order to improve interaction between the agency and its clients.

The OIPC was created under Act 57-2014, as amended, known as the Puerto Rico Energy Transformation and Relief Act. Among its duties and faculties, the agency must “establish strategic planning and information requirements that Prepa must provide to guarantee an efficient electrical system, promote transparency in its processes, and make active citizen participation feasible, among other matters.”

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