OUR Directs Telecoms to Give Customers Clearer Service Offering Information (KINGSTON, Jamaica; 2020 June 26): The Office of Utilities Regulation (OUR) has directed telecommunications providers to give their customers clearer information about their offerings and packages. The OUR has determined that as a general rule, information provided to customers about packages and services, shall include any limitation that may apply in the use of the service.
The decisions arose from an investigation conducted by the OUR following increasing complaints from
FLOW and Digicel customers about unexpectedly high bills for post-paid subscribers and rapid credit
depletion in the case of pre-paid subscribers. Noting the increased complaints, the OUR conducted a survey to gauge the depth and nature of customer issues, and published a consultation document, inviting comments from industry stakeholders and the public. Specifically, consumers complained about:
