Telecoms Customer Service Issue To Be Addressed

The Office of Utilities Regulation (OUR) intends to enter into consultancy with the public regarding an automatic compensation system. The Utility regulator says it is exploring the options available to incentivize providers to deal with the issues that are affecting customers.

The statement follows the frequent and ongoing service disruptions from telecommunication providers, Flow and Digicel. Customers of both providers have responded positively  to the announcement stating that it was long overdue.

” All these taxpayers [Digicel and Flow] who are collecting these amount of money. Why are they being allowed to do so? ” one customer queried.

Another said, “If mi nuh get the credit, mi want back mi money, No problem. No make sense that you are spending and not getting any service. It doesn’t look good.”

Others, however believe that there is a greater issue at hand to be addressed. That problem, they say, is poor customer service.

” You see when you call customer service, you cant get through – no time at all, ” one concerned citizen added.

According to him, customers would feel better if telecommunication providers had a quicker response system in solving the issues they have.

” You see when your calls are dropping, you cant even make call. What if you a drop down and dead and need fi call police or ambulance? ” he inquired.

In the interim, the Office of Utilities Regulation is urging customers to seek rebates in the event of prolonged service disruption.

Any refusal to honor such obligations should be reported to the OUR.