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        Media Centre Media Release

        Media Release – Flow and JPS Win CACU Utility Awards

           

        PHOTO CAPTIONS

        1. Chair of the Consumer Advisory Committee on Utilities, Yasmin Chong (right), presents the inaugural Utility of the Provider of the Year Award to CEO and President of the Jamaica Public Service Company Limited, Hugh Grant.
        2. Director-General of the OUR, Ansord Hewitt (left), poses with Utility Customer Service Distinction Awardee Alicia Tucker (centre), along with Flow’s Vice President and General Manager, Stephen Pryce (second right), and CACU Chair, Yasmin Chong.

        Flow and JPS Shine at the 3rd Annual Utility Customer Service Distinction Awards 2025

        (KINGSTON, Jamaica; 2025 December 01): Flow and the Jamaica Public Service Company Limited (JPS) emerged winners at the 3rd Annual Utility Customer Service Distinction Awards, organised by the Consumer Advisory Committee on Utilities (CACU) on Wednesday, 2025 November 26 at the Jamaica Pegasus Hotel.

        Alicia Tucker, Business-to-Business Service Support Officer of Flow Jamaica, copped the Utility Customer Service Distinction Award 2025, rising above a strong field of sixteen nominees from the utility providers. The award honours a utility employee who exemplifies exceptional customer service, fosters effective relationships with internal and external stakeholders, and upholds the highest standards of professionalism in service to the public.

        JPS was awarded the inaugural Utility Provider of the Year title, earning top honours over fellow nominees Digicel, FLOW, and the National Water Commission. This new category recognises the utility provider that delivers exceptional customer service/experience is reliable, fair, keeps its promises to its customers, and makes the best use of technology and innovation. The winner was selected based on a combined score that included the national popular vote from utility customers through a public #PickYuhProvider campaign, as well as an expert assessment informed by the OUR’s Mystery Shopping survey. The data was reviewed by a panel chaired by the CACU Awards Committee Chair, Yasmin Chong, the CEO of Market Research Services Limited, Kishka Anderson and the Director of Consumer and Public Affairs of the Office of Utilities Regulation (OUR), Yvonne Nicholson.

        Delivering the keynote address, CACU Chair Yasmin Chong highlighted the broader significance of…

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        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.