NV GEBE pushes back: Says Good-faith discussions must be reflected accurately, not spun

GREAT BAY--NV GEBE Temporary Manager Iris Arrindell said the company is prepared to continue engaging ACP-SXM in good faith on consumer concerns, but will not continue discussions with the group if information from those discussions is repeatedly presented and spun to the public in a way that is contrary to what was actually discussed or agreed.

Arrindell said the company has chosen to issue clarification following recent public statements about GEBE’s meeting with representatives of the Association for Consumer Protection St. Maarten, ACP-SXM, on Friday, June 26, 2026, regarding collections, disconnections, billing clarity and public communication. She said GEBE entered the meeting in good faith and expects that same good faith to be reciprocated when information is relayed to the public. She said it is disappointing when discussions are later presented in a manner that does not fully reflect what was discussed, what was agreed, and what remains subject to further review.

“GEBE is prepared to listen, explain and clarify, but public communication on these matters must be accurate and responsible,” Arrindell said. “When discussions involve consumer accounts, disconnections, collections, billing concerns and the financial stability of the utility, information must be shared with proper context and with the clear intent to inform the public correctly.”

Following the meeting, NV GEBE decided to pause the announced disconnection of non-paying consumers that had been scheduled for Monday, June 29, 2026. The pause will remain in place pending the finalization and public communication of a Temporary Collections Policy.

NV GEBE said the decision was made in good faith and in recognition of the need for clearer communication with consumers. While the company has a collections procedure in place that includes the possible disconnection of non-paying consumers.

The company emphasized, however, that a pause in disconnections does not mean that outstanding amounts are cancelled, nor does it mean that consumers are no longer required to pay their current bills. NV GEBE has a responsibility to safeguard the continuity of electricity and water services for the country, and that requires the collection of amounts owed for services already delivered.

Under the Temporary Collections Policy, GEBE’s immediate focus will be on current outstanding bills for 2026, covering January 1, 2026 to the present. Consumers are expected to continue paying for their current consumption. Payment arrangements for older arrears do not replace the obligation to pay for electricity and water being used now. In practical terms, a payment plan for an old balance does not mean a consumer can stop paying current monthly bills.

NV GEBE is also mindful of the concerns some consumers have raised regarding invoices connected to the period during which the company experienced computer-related disruptions following the cyber incident. For that reason, the Temporary Collections Policy will focus first on invoices and balances where those concerns do not play a central role.

After the Temporary Collections Policy is implemented, NV GEBE will work toward a more definitive collections procedure that addresses all outstanding invoices, including balances from 2022 through 2025, in a structured, transparent and consistent manner. Both the temporary and definitive policies will be developed while taking into account feedback received during stakeholder discussions and will be properly announced before implementation.

NV GEBE also stressed that calls to simply reconnect all disconnected consumers are not realistic without first establishing the facts of each case. Consumer accounts are not all in the same position. Some may involve unresolved billing questions, some may involve customers who did not comply with payment plans, some may involve landlord and tenant issues, and others may involve long-standing non-payment. Treating all cases the same would not be fair to paying consumers, nor would it be responsible for the company.

NV GEBE rejected any suggestion that it is operating without knowledge of the scale of non-payment or disconnected accounts. The company has previously indicated publicly that a significant number of consumers remain delinquent. Its internal systems and records allow the company to identify accounts with outstanding balances, and the company maintains records related to customer accounts, work orders and disconnection activity. GEBE will continue strengthening these internal processes as part of the updated policy framework.

At the same time, GEBE said consumers who believe their bills are incorrect should visit the company’s office so their accounts can be reviewed directly. In many cases, after a customer meets with the relevant department, the bill can be explained and the account clarified. If an error is found, GEBE can address it. Where the bill is correct, the company will work with the consumer on the available options, including payment arrangements where applicable.

The company also reminded consumers that payment plans are intended to address outstanding balances. A payment plan does not remove the obligation to pay current consumption. Electricity and water being used now must still be paid as they are billed.

NV GEBE also addressed the matter of terms and conditions. Like any company providing essential services, GEBE operates with terms and conditions that govern the relationship between the utility and its customers. These terms and conditions may be updated as circumstances require and as the company evolves. GEBE acknowledged that there is room to improve how this information is shared publicly, including through its website and other customer communication channels. The company said it will strive to make the applicable terms, conditions and procedures more visible and accessible to consumers.

On the issue of electricity theft, NV GEBE said such claims must be handled responsibly and with the level of detail required for proper follow-up. If any organization or individual raises claims of illegal connections, electricity theft or unauthorized use, such claims must be accompanied by specific information, including locations, account details, contract account numbers or other verifiable information that allows the company or the relevant authorities to investigate.

GEBE said it cannot responsibly act on broad claims if the supporting information needed to verify and investigate them is not provided. Protecting the grid and paying consumers requires facts that can be acted upon.

As part of the Temporary Collections Policy, NV GEBE will develop and publish a clear, step-by-step procedural guide for consumers who receive a dunning, or demand, letter. The goal is to ensure that customers understand what the letter means, what action they must take, how to contact the company, and what options may be available before any further collections action is taken.

The company will also communicate the changes internally and ensure that staff are properly informed. This includes ensuring that customer care staff can assist consumers by locating billing statements, identifying the current 2026 amount due, and explaining the next steps under the temporary policy.

NV GEBE said public confidence is best served when all parties avoid unnecessary confusion and ensure that statements reflect what was discussed, what was agreed, and what remains subject to further review. The company said it hopes that information relayed to the public will be presented with the clear intent to inform, based on both the realities faced by consumers and the operational responsibilities of the company.

NV GEBE said its position is guided by two responsibilities: protecting consumers through clear and fair procedures, and protecting the financial stability of the utility so it can continue delivering electricity and water to the country.

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