The Ministry of Science, Energy, Telecommunications, and Transport has taken note of growing concerns from the public regarding the quality of service and reliability of internet and telecommunication service providers. 

This follows the disruption of mobile and internet services across various parts of the island after the passage of Hurricane Beryl on July 3.

Telecommunication companies have been providing updates regarding ongoing repairs and restoration efforts, many of which have been delayed due to damage to their infrastructure. The Ministry acknowledges that in several areas, the restoration of services was further hindered by the need to first restore Jamaica Public Service Company (JPS) power supply.

The JPS has had its fair share of complaints regarding customer ballooning bills in the wake of the storm that drew Vaz and the OUR’s attention, which would result in lowered electricity bills for September. The JPS had also come under pressure to restore power to areas that were badly affected by the storm.

“As of August 29, 2024, JPS has fully restored power across its network, and it is anticipated that telecommunication services will soon be fully restored as well,” said Vaz. “The Ministry remains keenly aware of the critical need for reliable and consistent telecommunications and internet services, especially for industries essential to the functioning of the country. These include hospitals, government services, schools, security forces, as well as private enterprises and households”.

In light of the ongoing concerns, Vaz has formally requested a comprehensive report from the Office of Utilities Regulation (OUR) regarding complaints received in relation to disruptions and service reliability issues.

“I am requesting a report from the Office of Utilities Regulation (OUR) for complaints received regarding disruptions and other related matters relating to our telecommunication and internet service providers. The report is to include complaints received both before and after the passage of Hurricane Beryl, as there have been ongoing issues with billing, service interruptions, and connectivity that have impacted customers nationwide”.

The minister has urged the OUR to maintain consistent communication with the ministry regarding the steps taken to address complaints related to Jamaica’s telecom and internet service providers. The most persistent challenges must be highlighted, with a focus on improving service quality and customer satisfaction moving forward.

Vaz reaffirmed the government’s commitment to greater productivity and prosperity for the people of Jamaica. “This can only be achieved with significant improvements in the quality and reliability of utility services,” the minister stated. “I encourage the OUR to engage all stakeholders in this process to ensure a thorough and comprehensive report is submitted to the ministry in the shortest possible time.”

The minister also acknowledged the OUR’s recent efforts in ensuring transparency and fairness in the treatment of JPS customers following the billing issues experienced in August. The Ministry has received over 3,200 complaints from the public during this period, which are being forwarded to the OUR to support its ongoing investigations.

The ministry said it looks forward to further updates from the OUR and expresses its gratitude for the continued collaboration in addressing these urgent matters.