The Office of Utilities Regulation (OUR) received 130 complaints about poor quality of service from telecommunications providers and interruption of service between January 2023 and June 2023.

Ninety-six complaints were concerning interruption of service, while 34 complaints were due to poor quality of service. Additionally, 51 reports were made for interruption of service between October 2022 and December 2022.

Minister of Science, Energy, Telecommunications, and Transport Daryl Vaz disclosed the information today (July 5) while speaking at a post-Cabinet press briefing. He noted that the numbers indicate a huge issue.

“We know that many people suffer it in silence and don’t go through and make the necessary complaints, either because they don’t believe they will get any redress or for whatever reason. So the complaints are much more because I get more complaints on my WhatsApp than what the OUR received for that period in almost a day or two. So that is a big issue,” said Vaz.

Jamaica has two major telecommunication providers, Digicel and Flow, who have served the country for years. However, customers have over the years expressed dissatisfaction with the quality of service provided by both companies.

TELECOMMUNICATIONS ACT TO BE REVISED

The Minister, while addressing the issue, announced that quality service rules under the Telecommunication Act are being introduced and operationalised.

“The rules will place an obligation on licensees to measure and report on 21 fixed and mobile parameters including fault repair rate, drop call rate, mobile network availability rate, broadband internet availability rate, latency, data transmission, [and] speed. The rules will also establish targets for each parameter which the licensee [is] required to comply with,” he explained.

The 2023 Atlantic Hurricane season is underway and will last until November 31.

In recognition of Jamaica’s geological location and the island’s risk of experiencing hurricanes, Vaz said a disaster protocol is also being introduced to improve network resiliency, particularly during the hurricane season. The initiative is in partnership with the Office of Disaster Preparedness and Emergency Management (ODPEM) and the OUR.

Vaz shared that the disaster protocol will include national roaming during disasters, emergency mobile roaming, disaster plans, and business continuity plans.

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