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Consultation Response – Transparency in Telco Market – Digicel – Response – Improving Information Transparency in Telecommunication Markets

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  • Consultation Response – Transparency in Telco Market – Digicel – Response – Improving Information Transparency in Telecommunication Markets

Consultation Response – Transparency in Telco Market – Digicel – Response – Improving Information Transparency in Telecommunication Markets

PRELIMINARY COMMENTS

Transparency is essential to efficient markets, it reduces information asymmetries and supports informed decision-making by consumers. We therefore welcome the Office of Utilities Regulation’s (“OUR”) consultation in exploring the information transparency in the telecommunication market in Jamaica, as we too are happy to make improvements to ensure that customers are provided with adequate, accurate and relevant information on our products and services in order to make the informed choices that best suit their needs.

As the OUR is aware, Digicel (Jamaica) Limited (“Digicel”) has been – over the past two years – taking steps to improve transparency and ensure an improved customer experience. We have taken various initiatives including the following:

  • Eliminated automatic “pay-as-you-go” out-of-bundle tariffs;
  • Increased the number of notifications to customers advising of usage and Terms and Conditions;
  • Introduced and promoted the MyDigicel App that puts customers in control of their experience with Digicel by information about existing plans and accounts at their fingertips, while giving them access to the full suite of information about our products and services;
  • Implemented our “Knowledge Base” on-line resource where customers have easy access to various help topics and additional information.

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Parent Documents:

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.