OUR Instructs Flow, Digicel To Provide Customers With Service Interruption Notifications


The Office of Utilities Regulation, OUR, says it’s instructed both major telecommunications companies, Digicel and FLOW to provide customers with service interruption notifications and updates on service restoration times.

This comes as customers have been experiencing intermittent loss of connectivity, recently.

Yesterday a local player in the Business Process Outsourcing, BPO sector, told Nationwide News that his and other such companies have been plagued by poor service from the telecommunications providers.

In a statement the OUR says it’s met with the telecommunications providers to discuss the service quality issues.

OUR says it made it clear that it had serious concerns about the current service levels and what appears to be a lack of diligence in their resolution.

It says the companies explained that they’re moving to improve their services and those works have resulted in customers losing connectivity intermittently.

It says the companies have assured that when improvement works are completecustomers should experience little to no significant disruption.

The OUR says both companies admitted that the steep and rapid rise in the demand and use of data, which requires constant adjustments had hampered their service delivery.

According to the OUR some of the network issues have continued unabated, following the meeting, with complaints such as customers’ inability to complete calls, and loss of internet services.

It says it’s therefore exploring the options that are available to encourage providers to deal expeditiously with the challenges.

The OUR is also urging customers that where their service contracts provide for rebates in the event of prolonged service disruption, they should insist on receiving them.

Stevian Simmonds is an investigative journalist with almost 3 years of experience in radio broadcasting, production and reporting. She graduated from Caribbean School of Media and Communication in 2014 and joined Nationwide News in 2016. In 2018, she produced a special report examining the working conditions of the Bussiness Process Outsourcing Industry. She worked undercover as a call center agent for a month, revealing the lack of data protection and general security infrastructure in the industry. Her report also highlighted the poor working conditions and remuneration faced by workers in the industry. In 2018, Stevian traveled to New Delhi India where she participated in the Inaugural WHO Partners Forum benefiting from critical training related to reporting on women’s and children’s health issues.

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