A

At TUA, we recognize that providing essential services—electric, water, wastewater, and broadband—comes with great responsibility. Our community relies on us, and we do not take that trust lightly. We understand that mistakes will happen, whether it’s a power outage, a service disruption, or a delayed response. While perfection is impossible, accountability is not. Accountability means acknowledging when something goes wrong, identifying the root cause, and taking action to prevent it from happening again. It means learning from every challenge, improving our processes, and holding ourselves—and those we work with—to the highest standard. 

A Culture of Continuous Improvement

Mistakes, setbacks, and unexpected failures are inevitable in any industry, but how we respond defines who we are. At TUA, accountability is not about placing blame—it’s about taking ownership. When something disrupts service, our team immediately analyzes what went wrong and what we can do better. Whether it’s an equipment failure, a procedural misstep, or a vendor issue, we will always be transparent, proactive, and focused on solutions. 

Holding Ourselves and Our Partners Accountable

In some cases, our services depend on equipment and software provided by third-party vendors. While we expect the highest quality from them, we will not hesitate to hold them accountable when failures occur. But ultimately, the responsibility falls on us to ensure that our customers receive uninterrupted, high-quality service. That is our commitment to you. 

Applying this to Recent Events

A recent example is the LightTube broadband outages on Feb. 14 and 21, which affected around 1,100 customers for an hour and a half each time. These outages were caused by failures in a vendor’s software and hardware systems. While the vendor plays a key role in resolving the issue, we are taking full responsibility for ensuring this does not happen again. That includes demanding fixes from the vendor, improving our internal monitoring systems, and enhancing communication with customers during service disruptions. 

Our Commitment to You

Whether it’s broadband, electricity, water, or wastewater service, our approach remains the same:

•        Own the problem – No excuses, no passing the blame.

•        Identify the cause – Investigate, analyze, and learn from every issue.

•        Implement solutions – Strengthen systems, improve training, and reinforce accountability.

•        Communicate transparently – Keep customers informed and involved.

We are actively working with our vendor to ensure these issues do not happen again. In the meantime, we are strengthening our internal systems, improving response protocols, and continuing to hold ourselves—and our partners—accountable. 

Guided by Our Mission and Core Values

At TUA, our mission is dedicated to providing reliable utility services focused on community engagement and enhancing the quality of life of our customers while exercising fiscal responsibility. Every decision we make is rooted in our five core values:

•        Safety – Protecting our customers, employees, and infrastructure.

•        Customer Focus – Serving with responsiveness, respect, and care.

•        Integrity – Acting with honesty and transparency.

•        Dedication – Committing to continuous improvement and reliability.

•        Innovation – Embracing new technology and best practices to better serve you.

We apply these principles not only in how we respond to challenges but in how we plan for the future. Our commitment to accountability, reliability, and service excellence extends beyond broadband—it applies to every aspect of TUA.

Looking Ahead

We will continue to invest in our systems, improve our communication, and ensure that every outage, challenge, or setback is met with a commitment to learn and improve. Our customers deserve nothing less.

Thank you for allowing us to serve you. We appreciate your trust as we work to provide the reliable service you expect and deserve.