The Office of Utilities Regulation, OUR is calling on telecommunications provider, FLOW, to conduct a comprehensive investigation and report on significant service interruptions earlier this month.

The OUR is also calling on Flow to state if compensation for customers is being considered.


The OUR says on December 14 and 15, thousands of FLOW customers were left without service.

In a statement this afternoon, the OUR says FLOW is required to indicate to them by December 27, a timeline for completing its investigation and submitting a detailed report.

The OUR says the report should identify all latent root causes of the incident.

It must provide a full, clear and unambiguous explanation of the event, identifying the underlying causes and present the measures taken and to be taken to prevent a recurrence.

The OUR says in a letter to FLOW’s Country Manager, Stephen Price, it ordered FLOW to include in its report the duration of the outage on the mobile networks.

It’s also to include the geographical coverage of the outage, indicating all affected parishes and the timeline for completing the post-incident investigation.

The OUR’s also calling on FLOW to outline whether consideration will be given to compensate customers who in some instances would have lost as much as eighteen hours of their credit validity period.

The regulator notes that this latest disruption came in the wake of recent problems on the network in October which prompted a meeting with FLOW.

OUR, in its monitoring of mainstream and social media, has also taken note of the impact the recent outage has had on affected customers.