Digicel responds to consumer complaints about data charges and poor customer service

A week after the Consumer Affairs Commission (CAC) turned the spotlight on Jamaica's two major telecommunication service providers, Flow and Digicel, amid a spike in complaints from their customers, Digicel has reportedly promised changes.

Officials of  the CAC met on Wednesday with Digicel executives, including the CEO Justin Morin, to discuss the complaints which concern mainly excessive charges for mobile data services as well as poor customer service.

Kent Gammon, CAC Chairman, told RJR News that he is satisfied with the outcome of  the talks, during which the service provider “addressed key issues that we have been receiving complaints about – the… complaints that have been of particular concern to us with mobile data charges and the fact that the information as to what the rates are were not specifically clear.”

He said Digicel has promised to address the complaints about charges, over “a very, very short period of time.”

That process will include informing consumers about how mobile data charges are arrived at, “in a way and a methodology that anybody practically can understand.”

The CAC is awaiting word from FLOW on when it will meet to discuss complaints from its customers, Gammon added.