OUR Hosts Webinar on Water Service Issues

The Office of Utilities Regulation (OUR) in collaboration with the National Water Commission (NWC) on Tuesday (March 11), hosted an online webinar to provide insights into the water utility complaint resolution processes.

According to the OUR, there have been various news mentions of people having water utility concerns, with some stories indicating that consumers are not fully aware of how to get their matters resolved.

Speaking at the webinar, Consumer Affairs Policy Specialist at the OUR, Collette Goode, emphasised the regulator’s role in ensuring fairness and accountability in the utility sector.

“We encourage utility customers to first report their complaints directly to the NWC…However, if they are dissatisfied with the response or receive no resolution within 30 working days, they can escalate the matter to the OUR for further review,” Ms. Goode explained.

She noted that billing issues remain the primary concern for many customers, with complaints ranging from disputed charges and estimated bills to high consumption readings.

“When we investigate, we ensure that meters are in good working condition, that accounts are correctly classified, and that charges such as sewage fee are appropriately applied,” Ms. Goode stated.

She pointed out that under the guaranteed service standards, the NWC is required to acknowledge complaints within five working days and provide a response or an update within 30 working days.

Failure to meet these standards may result in customer compensation.

Additionally, she emphasised the importance of periodic checks for leaks, ensuring meter accessibility, and timely bill payments.

“Customers have a role to play in monitoring their water usage and reporting concerns promptly,” she said.

Customers experiencing unresolved billing disputes or service concerns can contact the OUR at (876) 968-6053, email consumer@our.org.jm for support or visit the OUR Office at 36 Trafalgar Road in Kingston.