People's Report: OUR working to resolve Stony Hill FLOW grouse
We write with reference to the letter to the editor published on Tuesday, September 29, 2015, 'Frustrated with Flow', and written by disgruntled customer, Carlene Linton.
The Office of Utilities Regulation (OUR) is deeply sympathetic to this customer's complaint and through our internal complaints handling system has referred the matter of the lack of landline services in Stony Hill to the relevant senior representatives at FLOW to facilitate a timely resolution.
We have also requested that FLOW advise us of the resolution so that we are aware of the timeliness within which the problem is addressed.
It is necessary to clarify, however, that only one of the issues raised by your letter writer falls within the remit of the OUR as regulating the electronic media, broadcast radio and television, as well as, in this case, subscriber television, is the sole remit of the Broadcasting Commission.
As regards the specific matter of the interruption of landline service over which the OUR exercises jurisdiction and the general question of our whereabouts, permit me to reiterate that our office has for the last 18 years maintained an active presence in working strenuously to meet the following objectives:
- Ensure that consumers of utility services enjoy an acceptable quality of service at reasonable cost.
- Establish and maintain transparent, consistent and objective rules for the regulation of utility service providers.
- Promote the long-term, efficient provision of utility services for national development consistent with government policy.
- Provide an avenue of appeal for consumers in their relationship with the utility service providers.
- Work with other related agencies in the promotion of a sustainable environment.
- Act independently and impartially.
We anticipate FLOW's speedy resolution of this customer's complaint, and commit to doing all that is within our power to ensure this. At the same time, we continue to be diligent in our efforts to contribute to national development by creating an environment for the efficient delivery of utility services for all Jamaicans.
YVONNE GRINAM NICHOLSON
Director, Consumer & Public Affairs
Office of Utilities Regulation