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By Nakinskie Robinson
Following customer complaints about the continued receipt of bills without service since Hurricane Beryl, the two major telecoms providers, Digicel and Flow, are moving to clarify that there is no usage charge for the period of interruption for those who remain without service.
The Office of Utilities Regulation says it received confirmation from the service providers.
Cable & Wireless Jamaica and Columbus Communications Jamaica, the parent company of Flow, is informing its customers without service since Beryl that their bills should not reflect any usage charges for the period of interruption.
The company explains that the rental charges billed to customers' accounts despite the service interruption are a function of Flow's billing system and will be reversed once service is restored.
It further explains that customers will not lose their number if they do not pay the rental charges applied during the period of service interruption.
Flow has also said its fixed service customers who had service interruptions for more than 72 hours because of the hurricane, will benefit from a one-time rebate.
This one-time rebate will be automatically applied to customers' bills immediately following service restoration.
Meanwhile, Digicel says for postpaid mobile and Digicel Plus customers, rebates will be applied to account holders who lost service, based on the number of days lost.
The OUR is urging customers of the telecomms providers to be vigilant to ensure the companies are meeting their commitment, and to bring observed deviations to its attention.
The utilities regulatory body is also advising customers who face issues with their bills to first make a complaint to their telecoms providers, ensuring that all relevant data is provided.
It says, where a complaint is made via the call centre, ensure a reference number is provided.
Members of the public are also being advised to contact the OUR immediately if they are dissatisfied with a utility providers' response, told to pay the bill or the service will be disconnected or if they receive no response to their complaint within 30 working days.
The OUR is also reminding those customers who have had no interruptions in service that they are required to pay the charges on their bills.
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