Investigation launched Into Digicel 'Overcharging' Jamaicans

The Consumer Affairs Commission (CAC) has turned the spotlight on Jamaica’s two major telecommunication service providers, Flow and Digicel, amid a spike in complaints from their customers.

The Consumer Affairs Commission (CAC) said the complaints concern mainly excessive charges for mobile data services as well as poor customer service.

The Consumer Affairs Commission (CAC) has turned the spotlight on Jamaica’s two major telecommunication service providers, Flow and Digicel, amid a spike in complaints from their customers.

The Consumer Affairs Commission (CAC) said the complaints concern mainly excessive charges for mobile data services as well as poor customer service.

Speaking on Thursday at the CAC’s quarterly media briefing, the agency’s chairman, Kent Gammon, said the complaints point to an absence of adequate customer service.

He highlighted the extended period of response time, no show of technicians who have appointments with customers, the conflicting instructions from customer service representatives, and billing issues as the major complaints being received from customers.

The CAC Chairman has called for Digicel and Flow to specifically outline exactly how their mobile data plans are priced.

“We are going to implore them to engage us with a full briefing on that so we are in a position to exercise our mandate more effectively and the consumers will have more information in terms of how they access those services,” said Mr. Gammon.

In addition, he has requested that Flow and Digicel state what are the safeguards used to verify that when the consumer pays for these data services, they aptly get what they pay for.

Telecommunications company Digicel says the challenges which its customers have been facing and which were highlighted by Chairman of the Consumer Affairs Commission (CAC) on Thursday are issues it has been grappling with for the last year due to changes in the industry.

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