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CAPTION FOR PHOTOS
- OUR and Digicel SLA – The Office of Utilities Regulation’s Director of Consumer and Public Affairs, Yvonne Nicholson and Digicel’s Chief Executive Officer, Stephen Murad, sign the Service Level Agreement between the OUR and Digicel establishing clear timelines, responsibilities, and performance standards for the handling of customer complaints regarding Digicel matters. The SLA was signed on March 4, 2026 at the OUR’s offices in New Kingston.
- OUR and Digicel SLA 2 – The Office of Utilities Regulation’s Director of Consumer and Public Affairs, Yvonne Nicholson, and Digicel’s Chief Executive Officer, Stephen Murad, proudly show the newly signed Service Level Agreement between the OUR and Digicel, which establishes clear timelines, responsibilities, and performance standards for the handling of customer complaints regarding Digicel matters. The SLA was signed on March 4, 2026 at the OUR’s offices in New Kingston.
(Kingston, Jamaica; 2026 March 5): The Office of Utilities Regulation (OUR) and Digicel (Jamaica) Limited signed an inaugural Service Level Agreement (SLA) on 2026 March 4, marking a significant step toward strengthening the complaints handling process for utility customers.
The agreement, signed by Yvonne Nicholson, Director of Consumer and Public Affairs at the OUR, and Stephen Murad, Chief Executive Officer of Digicel Jamaica, establishes clear timelines, responsibilities, and performance standards for the handling of customer complaints regarding Digicel matters.
“By clearly defining performance standards, complaint resolution timelines, and quality of service benchmarks, this agreement ensures that customers receive the consistent, high-quality experience they deserve. It also reinforces the shared commitment of both entities to transparency, modernisation, and the continuous improvement of essential communication services,” said Mrs. Nicholson. She is optimistic that other utility providers will also sign a similar SLA with the OUR shortly.
Mr. Murad outlined Digicel’s enhanced approach to consumer engagement. “We’ve been building some clear blocks of how to respond to our customers when they want us to respond to them. We’ve got our web chat agents available 24‑7, 365, when you need help most. But we’ve also started to take that to a different level with our AI chat agent helping to provide information when a customer wants the simplest, basic information,” he said.
He added that Digicel is also expanding automation and investing in reskilling its frontline agents to resolve issues more effectively.
Key Provisions Under the SLA
The SLA addresses the timelines for the handling of matters, including the following:
- Digicel’s Acknowledgement of OUR letters: 2 working days;
- Routine complaints response: within 30 working days, with Digicel responding to the OUR within 10 working days;
- Special/complex complaints response: within 40 working days, with Digicel providing its initial response to OUR within 10 working days and allowing an additional 10 working days for additional information requested.
The SLA also includes supporting mechanisms to…
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Contact: OUR’s Public Affairs Unit; publicaffairs@our.org.jm – 876-968-6053
