Public feedback sought on how utility companies should help customers after disasters

The Office of Utilities Regulation (OUR) is seeking to find out from Jamaicans the kind of relief they believe utility companies should provide in the event of a natural disaster.

It has launched an online survey which will allow the customers of these companies to outline what actions utility providers should take to offer assistance

following force majeure events, such as natural disasters, epidemics, or the outbreak of hostilities.

The OUR’s Director of Consumer and Public Affairs, Yvonne Nicholson, points out that, “Currently, there are provisions for the utility providers to be able to request relief from some of their obligations under force majeure conditions. However, there are no provisions for electricity, water, or telecoms customers when such events occur."

Nicholson says the survey aims to gather utility customers’ feedback on whether they should be given special consideration under such conditions.

She notes that in the past, following a natural disaster such as a hurricane, some utility providers have extended discretionary relief measures, such as a moratorium on collections and disconnection processes and compliance, bill discounts, credits or top-ups, direct cash in the form of care packages or flexible payment arrangements to their customers.

In the meantime, the OUR says it will also examine the terms and conditions of service and other regulatory documentation that act as contracts for providing services to customers of the four major utility providers to identify whether there are any force majeure provisions for customers. It says it will assess, where such conditions exist, if they are sufficient and where none exist, whether relief is needed.

The survey can be found out the OUR's website or at https://bit.ly/ConsumerQuestionnaire2025.

The questionnaire should be completed by April 30.

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