(CMR) Jamaica's Office of Utilities Regulation (OUR) has launched an investigation into the recent outage by telecom provider FLOW that impacted thousands of customers on December 14 and 15 and demanded it provides information into what happened. Cayman's OfReg has not yet issued a statement on this outage that also impacted consumers in this country.
According to the OUR, Flow was required to indicate by December 27 a timeline for completing its investigation and submitting a report. They indicated that the report should detail and identify all system, human, procedural/policy and latent root causes of the incident and must provide a full, clear and unambiguous explanation of the event, identify the underlying causes, and present the effectual measures taken and to be taken to prevent a recurrence and to protect the public's interest.
In a letter to Flow's Country Manager Stephen Price, the OUR, after reviewing the preliminary report submitted by the telecommunications provider on December 16, ordered that Flow includes in its promised follow-up report, due during the week of December 22-28, information and/or clarification regarding:
- The duration of the outage on mobile networks.
- The geographical coverage of the outage, indicating all affected parishes.
- The timeline for completing the post-incident investigation and submitting a detailed report to the OUR.
- Whether consideration will be given to compensate customers who in some instances would have lost as much as 18 hours of their credit validity period.
The OUR noted that this latest disruption came in the wake of recent problems on the network in October which prompted a meeting with Flow on October 29.
Jamaica's regulatory body appears committed to keeping Flow accountable for outages that often cause a significant inconvenience for customers. As previously detailed Cayman customers were also impacted and did not receive any official explanation as to what caused the outage.