News : Porting Customers Should Still Get Quality Customer Service
Kingston, Jamaica, June 22, 2015 -- Phone customers should expect no less from their utility service providers in the quality of customer service and complaints handling when porting their numbers, says the Office of Utilities Regulation (OUR).
The advice comes as Local Number Portability (LNP) became effective today.
LNP allows phone customers to switch from one mobile service provider to another and from one landline or fixed service provider to another within Jamaica, and keep their phone numbers.
The utilities regulator says it expects that number portability customer service matters will be handled similarly to other types of business transactions with service providers. For example, a customer who decides to port his number to another service provider should be treated in the same way as a customer who ceases service with one service provider and begins service with another.
Customers who wish to change their service provider must go to a retail store of the new service provider and fill out a porting request form to start the process. During the porting process, the primary administrative responsibility for a resolving customer complaint lies with the service provider to which customers want to port their number.
Customers should lodge complaints using the channels established by that service provider. The intended new (recipient) service provider and the current (donor) service provider must collaborate to ensure that customers’ complaints are investigated and resolved promptly and fairly.
Where the two providers are unable to agree on how to resolve a customer’s complaint within the timelines established in the Industry Guidelines by the Number Portability Working Group (NPWG), then the recipient service provider will refer the matter to the OUR for resolution. Matters referred to the OUR will be resolved in keeping with its complaints handling procedures.
You cannot port the same number again – whether to your previous service provider or to any other operator – for 90 days after a port has been completed. The donor service provider is not allowed to contact you to dissuade you from leaving, after it has been notified of your request to port, and for 90 days after you have ported your number. The donor service provider may, however, contact you to arrange for any outstanding balance to be cleared.
Customers have been advised by the utilities regulator to save any important SMS text messages, and utilise all un-used call credit or loyalty benefits before porting their numbers.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Complaint Management
About Office of Utilities Regulation:
The Office of Utilities Regulation (OUR) is a government agency established by an act of Parliament in 1995 to regulate the operations of utility companies in Jamaica.
Published: Tuesday, June 23, 2015