Mon | Oct 23, 2017

OUR demands explanation of new fee from Digicel

Published:Wednesday | June 28, 2017 | 1:46 PM

The Office of Utilities Regulation (OUR) has written to telecommunications PROVIDER Digicel requesting that the company explains its decision to start charging a Prepaid Maintenance Fee (PMF) to customers whose monthly spend is under J$50. 

The OUR also wants Digicel to provide evidence that it had provided customers with sufficient advance notice, the exact amount to be charged; and the basis of such a charge. 

Digicel has been asked to respond to the OUR’s queries by June 30. 

In a letter dated June 23 to the OUR, Digicel advised that the purpose of the PMF is to ensure that all customers adequately contribute to the cost of operating and maintaining their accounts on its systems and networks, in circumstances where they spend less than $50 within a calendar month. 

This new measure took effect June 22. 

In its response, the OUR noted that while Digicel has updated its Terms and Conditions on its website with the PMF (clause 10.4), there is no indication of when its customers were notified, if indeed they 
were notified at all. 

The OUR also expressed its disappointment that Digicel had not notified it of this new fee prior to implementation.