Jamaica: 51% increase in complaints to OUR about utility services in 2020

The Office of Utilities Regulation (OUR) has reported a 51 per cent increase in customer complaints in 2020, compared to 2019.

In a release, the OUR said there were 6,345 contacts during the year, compared to 4,190 in the prior year.

Matters relating to Jamaica Public Service Company (JPS) received the highest number of complaints when compared to the other utility companies. There were 2,448 complaints about JPS in 2020, up from 1,571 in 2019, registering a 56 per cent increase.

The National Water Commission (NWC) received the second highest number of complaints – 1,253 in 2020, compared to 984 in 2019, a 27 per cent increase over the year.

The OUR said billing matters accounted for 49 per cent of the contacts during the year, and reflected a 61 per cent increase over 2019, as there were 3,109 complaints received relative to billing in 2020, compared to 1,927 in 2019. Jamaica Public Service Company and NWC accounted for the highest numbers of billing-related complaints, said the OUR.

The total sum secured for some utility consumers through the intervention of the OUR’s Consumer Affairs Unit in 2020 was $59,261,019. The OUR said JPS accounted for 98 per cent of the amount, while the remaining two per cent of credits was shared among the NWC and a number of telecommunications entities.


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