NIC Strengthens Customer Engagement to Support Farmers and Other Stakeholders

The National Irrigation Commission (NIC), through its Commercial Department, has strengthened its customer engagement efforts, following the passage of Hurricane Melissa on October 28 last year.

This is to ensure that farmers and stakeholders receive the necessary support to restore their operations.

Addressing a JIS Think Tank recently, Director of Commercial Operations at the Commission, Wayne Barrett, said that in the aftermath of the hurricane, the department immediately mobilised its customer service and field service officers to connect with farmers both by phone and through direct farm visits.

These engagements were designed to assess the extent of damage, provide guidance, and determine how best the NIC could assist farmers in overcoming the challenges caused by the storm.

Mr. Barrett explained that the department’s primary functions include customer acquisition and retention, billing, contracting, complaint resolution, and accounts receivables management. He said that the Commission’s approach was rooted in empathy, practicality, and respect, ensuring that farmers understood from the outset that they were equal partners in the restoration process.

Mr. Barrett pointed out that among the relief measures implemented was the provision of free water to affected customers.

“Farmers were able to collect water from designated ramps using their own containers or trucks, while those without transport were supplied via NIC-operated water trucks,” he continued.

In addition, a debt moratorium was introduced, allowing affected customers a three-month grace period – November, December and January – to settle outstanding balances.

To further ease financial burdens, the NIC also implemented a billing write-off, covering current usage charges for November and December.

Recognising the challenges of limited access to electricity and banking services in the immediate aftermath of the hurricane, the NIC launched an online bill query app to improve customer convenience.

Through the app, customers were able to access their account information, review billing and payment history, and make payments directly via the NIC website.

Mr. Barrett noted that this innovation has provided customers with greater flexibility and accessibility during a difficult period.

He expressed confidence that with these measures, farmers will soon restore their production activities and achieve financial stability.