Digicel listens, alters call validation
THE EDITOR, Sir:
I am writing in response to a letter that was published ('Digicel charging for inconvenience?') in The Gleaner on Saturday, December 6, 2014, regarding not being able to make calls because of call validation.
I must first thank Mr Spence for taking the time to give us his feedback, and we apologise for any inconvenience that he may have experienced. We have since made contact with Mr Spence to satisfy his concerns.
The process of validating calls was implemented earlier this year as a joint initiative of telecommunications operators to help reduce the longstanding issue of illegal international calls bypassing telecommunications networks in Jamaica. The initiative received the support of the Government of Jamaica, as bypassing not only affects the revenues of the operators but also results in a depletion of tax revenues to the Government, in addition to significant loss of foreign exchange.
The validation process includes prompting customers to enter a code to validate that their calls are being routed correctly to the Digicel network.
However, we continue to listen to our customers to ensure they are always having the best experience with us. As such, following on Mr Spence's concerns, we have since reviewed this process and have made the necessary adjustments to ensure that none of our customers will be inconvenienced going forward.
Again, we thank Mr Spence for his feedback. We are committed to listening to our customers and making the necessary improvements to ensure that we continue to deliver the best service.
Customer Care Director