BCJ rebukes Flow and Digicel for 'poor customer service' during channel changes

The Broadcasting Commission of Jamaica (BCJ) says Flow and Digicel, the country’s two main telecoms companies, breached their subscription television licences due to “poor and unacceptable customer service” in their handling of channel changes introduced last year.

“The operators’ treatment of subscribers demonstrated significant shortcomings that constitute substandard customer service,” it said Tuesday, adding that a review concluded that that both operators failed to adequately inform subscribers about programming changes.

The BCJ said Flow relied almost entirely on email notifications to communicate changes to customers, despite internal data showing that a majority of subscribers did not open the messages.

According to the commission, 68.5 per cent of emails sent by Flow in November 2025 went unopened, while 64.1 per cent of emails sent in December were also not opened. It noted that additional emails were not delivered because of inactive or incorrect addresses.

The regulator also criticised Flow's use of website notices, describing them as a passive method of communication, particularly in the aftermath of hurricanes when internet access may be disrupted. Hurricane Melissa devastated Jamaica in October 2025. 

BCJ said Flow was also unable to provide data showing whether subscribers had actually viewed the notices, the Commission said.

Digicel was similarly criticised for being “inadequate” as it “failed” to provide advance notice about the removal of some television channels.

The commission said Digicel acknowledged the lapse and apologised to customers after the BCJ launched its investigation into the matter.

While both companies introduced new channels and repurposed others as part of the changes, the commission said the information provided to subscribers was insufficient.

The regulator argued that customers were not given enough detail to objectively assess whether replacement channels were comparable to those removed or whether the changes preserved the value of their subscription packages.

As a result of its findings, the BCJ has directed both operators to implement more robust communication systems for future service changes.

“They have also been directed to adopt robust, multi-channel communication protocols that ensure subscribers are meaningfully informed of any future changes,” the BCJ said. “Notices must be effective, not perfunctory.”

The BCJ added that communication methods must be capable of reaching and informing the majority of customers, including elderly subscribers and persons who are less digitally connected.

The BCJ stressed that subscription television providers remain free to make commercial decisions regarding channel line-ups and package offerings but must respect their customers. 

“The issue is not the changes themselves, but the manner in which subscribers are treated,"it stated. “They are entitled to clear, timely, and effective communication whenever their services are altered.”

The regulator also noted that the breaches will form part of each company's compliance record and could be taken into account during future relicensing decisions, including the terms and conditions attached to any licence renewals.

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