UTILITY PROVIDER OF THE YEAR AWARD
The “Utility Provider of the Year Award” is an initiative of the Consumer Advisory Committee on Utilities (CACU), designed to recognize and celebrate excellence, innovation, and customer service in the utility sector across Jamaica.
This prestigious award aims to highlight the outstanding contributions of utility providers who demonstrate the highest quality of customer service, are making a significant impact on national development, and are improving the lives of Jamaicans.
In 2023, the CACU launched the Utility Customer Service Distinction Award to acknowledge and recognize excellence in customer service by a utility staff member who established and maintained a positive and effective working relationship with internal and external customers, fellow employees, and the general public.
The new award is expected to further enhance and complement this important initiative.
The objectives of the new award are to: a) identify the utility service provider who delivers the highest quality of customer satisfaction during the period under review, by popular vote from all utility customers, and b) to recognize the points of success and the performance of the service providers.
Our target audiences are:
- Customers and the general public of utility providers in Jamaica.
- Key stakeholders, including community leaders and industry experts.
III. Employees (high-level influencers/line staff) of utility providers for internal insights.
Eligibility:
For Service Providers:
- Company/entity must be a major utility service provider regulated by the OUR.
- A company/entity is eligible to win the award more than once.
For Voting Participants:
- Must be a customer of the utility service provider(s).
Methodology
(a) Popular Vote from utility customers of the major service providers, Digicel, Flow/C&W, National Water Commission (NWC), and JPS. This will consist of ten weeks of voting on questions, to be managed by OUR, from August to October.
(b) Expert Panel: Utilizing findings from OUR’s Mystery Shopping (2025)
The data will be reviewed by a panel of judges chaired by the CACU Awards Committee Chair. The other members are the CEO of Market Research Services Limited (MRSL) and the Director of Consumer and Public Affairs at the Office of Utilities Regulation (OUR). The CACU Awards Committee Chair will formally communicate the judges’ recommendations.
A weighted scoring approach will be used, with greater weight assigned to the public voting than to the MS Audit.
Award Criteria:
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.
Further details regarding the nomination process, judging panel, and award ceremony will be shared on September 12, 2025. Please do not hesitate to contact us if you have any questions or require additional information.
VOTE NOW!
