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.
