Performance

Setting StandardsMeasuring

collect!In our ongoing effort to

serve you better, JPS hasundertaken to meet certain

Guaranteed Service Standards.

If wefail...youcan

These are servicetargets which are

established to assistJPS in delivering

prompt and efficient service to you.

GUARANTEE #1aConnection to Supply –

New Installations

Where there is no previous supply,and lines and meters have to beinstalled, connection is to be done

within 5 working days.

GUARANTEE #1bConnection to Supply – Simple Connections

Where supply and meter arealready on the premises,connection to be done

within 4 working days.

GUARANTEE #2aComplex connection

to supply (30m – 100m)

Between 30m and 100m of existingJPS distribution line (i) Estimate provided

within 10 working days(ii) Connection completed within

30 working daysafter payment.

GUARANTEE #2bComplex connection to supply (101m – 250m)

Between 101m and 250m ofexisting JPS distribution line(i) Estimate provided within

15 working days(ii) Connection completed within 40 working days after payment.

GUARANTEE #3Response to

Emergency Calls

We will respond to emergency calls within 5 hours.

Emergencies are defined as broken wires, broken

poles, fires etc.

GUARANTEE #4First Bill

We will produce and dispatch yourfirst bill within 40 working days

after service connection.

GUARANTEE #5aComplaints/Queries – Acknowledgements

We will acknowledge written queries within 5 working days.

GUARANTEE #5bComplaints/Queries –

Investigations

We will complete investigationswithin 30 working days.

GUARANTEE #5cComplaints/Queries –

Investigations involving3rd party

We will complete investigationswithin 60 working days.

GUARANTEE #6Reconnection –

After payment of overdueamounts

We will reconnect within 24 hours.(Automatic compensation

as of January 2010)

GUARANTEE #7Estimated Bills –

Frequency of Meterreading

Customers should not receivemore than two (2) consecutiveestimated bills, where the

company has access to the meter.

GUARANTEE #8Estimation of consumption –

method of estimating

An estimated bill should be based on the average of the

last three (3) actual readings.

GUARANTEE #9Meter Replacement

Maximum of 20 working days toreplace meter after detection of

fault which is NOT due to tampering by the customer.

(Automatic compensation as of January 2010)

GUARANTEE #10Billing Adjustments –

Timeliness of adjustmentto customer’s account

Where necessary, customers must be billed for adjustment withinthree months of identification

of error, or subsequent toreplacement of faulty meter.

GUARANTEE #12Reconnection after wrongfuldisconnection

The Company must restore supplyto a customer who is wrongfullydisconnected within 5 hours of

confirmation of the error(Automatic compensation as

of January 2010)

GUARANTEE #11Wrongful Disconnection

This occurs if the companydisconnects a supply that:

• has no overdue amount• is currently under investigationby the OUR and / or JPS and onlythe disputed amount is in arrears

(Automatic compensation as of January 2010)

GUARANTEE #14Compensation –

Making payments

Accounts will be credited within 45 days of verification

of the breach

GUARANTEE #13Meter Change

Whenever a meter is changed JPSmust ensure that notification isleft at the premises and/or utilize

its text messaging service toindicate the meter change,

including: • the date of the change

and meter readings at the time of the change

• the reason for change• the serial number of the

new meter

As of January 2010, the following GuaranteedStandards will attract automatic compensation ifthe standards are breached.

• RECONNECTION - (Guarantee #6)Customers should be reconnected within 24 hours after paying reconnection fee, all outstanding balances and informing the company of payments. Compensation - Regular compensation applies

• METER REPLACEMENT - (Guarantee #9) JPS should replace a faulty meter within 20 working days after detecting a fault which is not due to tampering by the customer. Compensation- Regular compensation applies

COMPENSATION FOR BREACH OF GUARANTEED STANDARDS

AUTOMATIC & SPECIALCOMPENSATION

CUSTOMER CLASS COMPENSATION

RATE 10 - RESIDENTIAL $1,500

RATE 20 - SMALL COMMERCIAL $2,200

RATE 40 – LARGE COMMERCIAL $16,000

RATE 50- LARGE INDUSTRIAL $16,000

• DISCONNECTION - (Guarantee #11)It is considered wrongful disconnection if the Company disconnects a supply that: has no overdue amount, or is currently underinvestigation by the OUR and/or JPS and only the disputed amount is in arrears.

How to ClaimComplete a form available at JPS offices or on our

website at www.jpsco.com and submit within 180 days or 132 working days after the occurrence

of the breach. Breaches will attract multiplepayments up to four (4) periods.

• RECONNECTION AFTER WRONGFUL DISCONNECTION - (Guarantee #12)The Company must restore supply to a customerwho is wrongfully disconnected within 5 hours of confirmation of the error.

Special Compensation:Residential 2 x $1,500 (Reconnection fee) = $3,000Customers

Small 5 x $550 (Customer Charge) = $2,750Commercial

Large 5 x $4,000 (Customer Charge) = $20,000Commercial/Industrial:

Residential 2 x $1,500 (Reconnection fee) = $3,000Customers

Small 5 x $550 (Customer Charge) = $2,750Commercial

Large 5 x $4,000 (Customer Charge) = $20,000Commercial/Industrial

Special Compensation:

For more information

Call our

24-Hour Customer Care Centre

1-888-CALL-JPS / 1-888-225-5577

www.jpsco.com

March 2011