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Media Release – OUR Invites Comments on Porting Guidelines

(KINGSTON, Jamaica; 2021 December 9): The Office of Utilities Regulation (OUR) is seeking the public’s input on its proposals to change the guidelines for the porting of telephone numbers (that is, when customers switch telecommunications service providers but keep their numbers).

The OUR recently issued a Consultation document to review the existing Industry Number Portability Guidelines (INPG). The INPG provides the guiding principles to manage the processes and activities required when a number is being ported. The review of the INPG is the first of a three-phased process to review the number portability framework. Phases two (2) and three (3) will focus on the Telecommunications (Number Portability) Rules, 2014 (the Rules) and the Number Portability Code of Practice respectively.

The review of the INPG considers, among other things, the need to adjust to the evolution of market dynamics while retaining and improving safeguards for consumers, as well as complaints received by the OUR regarding irregularities in the handling of porting requests by telecoms service operators which contravened the INPG and the Rules. Some of the irregularities discovered by the OUR through its investigation of the complaints included:

  • The handling of porting requests by service providers’ representatives at locations outside of designated points of sale (POS);
  • Incidences of multiple ports by the same individual;
  • Incidences of unsigned Porting Request Forms (PRFs);
  • Lack of identification information on the PRFs; and
  • Instances of identification not matching the customer’s information on the PRFs.

Proposals in the Consultation document include amending the INPG to:

  • Make it clear that the completed PRF must include the name and signature of the service provider’s representative undertaking the validation process and the specific location at which the porting process was initiated;
  • Require the inclusion of a set of mandatory information that must be included on the PRF;
  • Increase the period for retention of customer porting transaction details;
  • Make it clear that the PRF may either be hard copy or represented as a soft copy;
  • Outline a transparent Repatriation Process for telephone numbers. Presently, there is insufficient information to clearly outline the process of repatriation to protect customers and service providers;
  • Permit a porting request to be initiated at additional locations designated by the service provider that is outside of the prescribed POS; and
  • Remove any ambiguity regarding the definition of POS.

OUR Invites Public Comments on Changes to Porting Guidelines …/2

Interested persons are invited to submit responses by 2021 December 28 to NumberPortabilityContacts@our.org.jm.

The OUR’s Consultation Document on the Review of the Number Portability Framework Phase One can be found on the OUR’s website: www.our.org.jm.

BACKGROUND

Number portability covers both fixed and mobile networks. The OUR has regulatory oversight of the number portability administration.

Since the implementation of number portability in Jamaica in 2015, the local telecommunications landscape has experienced robust competition. Service providers’ offers now include diversified sets of value-added services with competitive tariff packages to potentially entice subscribers to switch to the network offering the best package to suit their needs.

The existing framework that governs the operations of number portability in Jamaica has not been reviewed since its implementation. As the market dynamics change over the years, the framework must be reviewed to continually improve the process. Further, with the recent reports of unauthorised porting of mobile numbers, the regime is at a critical juncture requiring the implementation of additional consumer safeguards and other measures to minimise instances of fraudulent/inappropriate porting and ensure that the efficiency and integrity of the regime are uncompromised.

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 Contact: Elizabeth Bennett Marsh – Public Education Specialist: 876-968-6053

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Office Of Utilities Regulation
Privacy Overview

Data Protection — Privacy Notice for Information Request
This privacy notice tells you how the Office of Utilities Regulation (OUR) collects and uses the personal data of individuals who will participate in our Satisfaction Survey for Major Service Providers.

What Types of personal data are we collecting?

  • Names
  • Job Titles
  • Work contact number
  • Work email address

 

What is the legal basis for asking for this information?
The legal basis for collecting personal data is legitimate interests.  The OUR is requesting information based on its legitimate interest in conducting this survey, which necessitates obtaining personal data. The legitimate interest, in this case, relates to fulfilling the project's purpose.

Why are we asking for this information?
The OUR believes it is important to assess the views of various participants in the electricity, telecommunications, and water and sewerage sectors it regulates, particularly the major service providers: Jamaica Public Service Company Limited, the National Water Commission, FLOW, and Digicel Jamaica Limited. Through this research, the OUR aims to evaluate these major service providers' knowledge, attitudes, and perceptions specifically regarding:

  • the roles and functions of the OUR.
  • the service providers' knowledge and perception of the OUR and
  • the extent to which the service providers believe the OUR is performing satisfactorily and executing its mandate efficiently.

The OUR intends to utilize the research findings to review its processes and procedures related to these major service providers.

 

What will we do with personal data?

The data will be used to contact participants to provide opportunities to collect qualitative and quantitative data for analysis. The information will be kept on a secured server, where it will be stored in accordance with the Data Protection Act, 2020 for four (4) years.

 

How will we protect personal data and how long will it be stored?

We have implemented appropriate technical and organizational measures to ensure that we keep personal data safe and comply with data protection laws. The information will be stored on a physically secured server, accessible only to authorized personnel. The OUR has implemented several controls to protect the data, including password protection, multi-factor authentication, firewalls, anti-virus software, VPNs, and Data Encryption.

The personal data will be stored for four (4) years, after which it will be disposed of in accordance with the OUR Business Classification Scheme and Records Retention and Disposition Authority.

 

Who will utilize the personal data?

The data will be collected by a third-party consultant who will be conducting the survey.

 

What are the rights of data subjects?

Participants can change their minds or withdraw their consent to use their personal data at any time.

 

Participants have the right to ask us to delete their personal data. To do this, they can send an email to dpo@our.org.im. They also have the right to ask us to update and rectify the personal data that we hold about them.