Business

Digicel, Flow to meet with CAC over customer complaints

BY KARENA BENNETT
Business reporter
bennettk@jamaicaobserver.com

Wednesday, December 06, 2017

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Telecommunication company Digicel on Friday announced that it has made contact with the Consumer Affairs Commission (CAC), after the agency said that it has been bombarded with customer service complaints against the islands two mobile providers.

The CAC, during a press briefing last Thursday, said it was “very concerned” about the telecommunication pricing of data plans that are being offered by the providers, and that the administrator of the commission's Facebook page has been overwhelmed with complaints from consumers.

“The complaints are varied and can be encapsulated in one phrase — the absence of customer service. Among the issues that have been brought to the commission's attention are extended period of response time, no-show of technicians with customer appointments, conflicting instructions from customer service representatives to customers, and billing issues,” the CAC said.

As a result, the commission has called on Flow and Digicel to clearly state how mobile data plans are priced, what safeguards/standards are used to verify that what the consumer pays for is actually what they get, and who are the consumer ambassadors.

The CAC said it has concluded that there are no point persons to whom consumers can relay their issues and be assured of a response. Digicel said it has requested a meeting for early this week to discuss with the CAC its extensive plans for the coming year.

“We would also welcome the opportunity to work together with the CAC to communicate these moves to consumers so that together we can ensure that we do a great job at connecting customers to the people and things they love most, and that customers benefit from being with Digicel,” the company said.

Likewise communication provider Flow, in stating that it appreciates the questions raised by the CAC with respect to concerns shared by customers, said it looks forward to engaging with the commission at the earliest opportunity.

Digicel, in a response to the CAC's concerns, highlighted the massive changes in terms of technology advances, customer needs, and the competitive environment with the prevalence of over-the-top (OTT) operators like WhatsApp and Facebook as one of the main issues the global communications industry has been going through and moving to adapt.

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