GEBE shifts focus to direct customer communication as it works to rebuild trust

GREAT BAY--NV GEBE on Tuesday, June 30th, said it remains committed to rebuilding its relationship with its customers by being more direct, more consistent and more transparent in its communication, and will focus on informing customers directly on how the company will work together with them to help every customer become up to date with their payments.

As part of its customer-centered approach, NV GEBE has decided to cease further discussions with the Association for Consumer Protection St. Maarten, ACP-SXM, and will instead provide updates, guidance and account-related information directly to customers and the wider public through its official channels and public media.

NV GEBE said its intention in meeting with ACP-SXM was to help bridge the gap between the company and its customers that it acknowledged existed, and to explore a way to provide the public with the clarity, support and service it needs. However, after the first meeting and after seeing what transpired publicly in the media, NV GEBE is of the opinion that the relationship did not help the situation.

The company said that rather than bringing calm and clarity to customers, the situation created more emotion, confusion and uncertainty for persons who are already looking for clear answers about their accounts, their bills and the way forward.

“NV GEBE’s responsibility is to its customers. We must not only provide reliable electricity and water, but we must also communicate in a way that is clear, honest and helpful. At this moment, the best way to rebuild trust is to speak directly to our customers and ensure that they receive accurate information from NV GEBE itself,” Temporary Manager Iris Arrindell stated.

NV GEBE said it understands that many customers have concerns, especially after the challenges experienced in recent years. The company also understands that trust must be earned through action, consistency and respectful communication.

The company said its immediate focus is to work with customers so they can become current with their 2026 payments. NV GEBE will maintain its collection policy, but said the goal is to create a clear and manageable path forward. Thereafter, NV GEBE will present a separate plan for customers who still have outstanding balances from the 2022 to 2025 period.

“This approach is about creating order and giving customers a clear way forward. We want customers to understand what applies to their current bills first. Once that is clear, we will address the older outstanding amounts from 2022 to 2025 through a separate plan,” Arrindell explained.

NV GEBE urged customers not to rely on rumors or unofficial interpretations of company policy. The company said customers should follow NV GEBE’s official updates and contact the company directly for information about their own accounts.

The company also encouraged customers to be mindful of global developments that affect the cost of fuel, energy production and water supply. Electricity and water are essential services, but they are also costly to produce and are affected by conditions beyond St. Maarten.

“It is important for our customers to be conscious of what is playing out geopolitically. Energy and water are services we cannot do without, but they must be used wisely. We encourage customers to use electricity and water more sparingly, be mindful of consumption," Arrindell said.

Customers are encouraged to contact NV GEBE directly through its official customer service channels for information about their accounts, payment arrangements and related matters.

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