MUSCAT, MARCH 4
Oman's commitment to improving the quality of services provided to subscribers and enhancing energy efficiency is exemplified through the launch of innovative initiatives aimed at empowering consumers and ensuring accountability in the public services sector. During the annual media briefing held by the Authority for Public Services Regulation (APSR), four new initiatives were unveiled to enhance service quality, meet the growing demand for electricity and water, and protect the rights of subscribers.
One of the key initiatives introduced is the direct compensation initiative for electricity service subscribers, which allows consumers to receive direct compensation if operating companies fail to meet approved service quality standards.
By holding licensees accountable and requiring them to compensate subscribers for any deviations from service quality benchmarks, this initiative aims to improve service levels and safeguard the rights of consumers. Licensees are mandated to deduct compensation amounts from electricity bills, fostering a culture of accountability and transparency in the sector.
Furthermore, the integration of electricity companies' shares in the development of services and efficiency improvement signifies a strategic approach towards cost reduction, financial performance enhancement, and increased investments in the sector. By encouraging collaboration and shared responsibility among industry stakeholders, Oman seeks to drive operational excellence, innovation, and sustainable growth in the electricity sector.
The integration of smart technology in the energy sector, exemplified by the installation of over 642,000 smart metres in the electricity sector and 332,000 smart metres in the water sector, represents a transformative step towards enhancing consumer empowerment and operational efficiency.
Smart meters enable real-time monitoring, accurate billing, and precise control over energy consumption, empowering consumers to make informed decisions and optimise their usage patterns. This technological advancement not only enhances consumer experience but also contributes to overall energy conservation efforts in Oman.
The annual briefing also highlighted the significance of establishing regulatory frameworks and policies to govern the water and sanitation sector in Oman. Through the issuance of key regulations, including the Drinking Water Regulation List, Incident Reporting Regulations, Risk Prevention Regulations, and Customer Service Supply Licensees Care Regulation, the Authority aims to strengthen operational controls, enhance safety measures, and streamline customer service processes in the sector.
Moreover, service level indicators for subscribers, such as achieving a 40% resolution period for complaints and reducing necessary working days for service connections, underscore Oman's commitment to enhancing customer satisfaction and governance in the public services sector. By prioritizing consumer welfare and service excellence, Oman is laying the foundation for a more responsive, efficient, and consumer-centric public services landscape.
Dr Mansour al Hinai, Chairman of APSR said,” For 2024, we will continue the work that we have started in 2023. We have our vision, which is built on enabling the renewables, which is very critical for us. Also, the quality of service offered to the customers is a key priority for us during 2024.”
“Enhancing the efficiency of the whole system is actually one of the important matters. We need to set all the fundamentals together to ensure that we will continue. Digitisation is one of the things that we are starting in 2024, and building and enabling the licenced entities to adopt more of the digitisation and technologies in their operations,” Al Hinai added.
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