Appeals Process

Appeals Process - Consumer Affairs Unit
The Consumer Affairs Unit (CAU) is the investigative arm of the Office of Utilities Regulation (OUR) that is charged with providing an avenue of appeal through a thorough, objective and transparent process.

The activities of utility companies are guided by terms and conditions embedded in their licenses and/or Act. There are occasions, however, when consumers feel that a particular action of a utility company might have been in breach of the utility’s terms and conditions or might have been unfair to them. In such circumstances, the OUR is an avenue for appeal to having those matters investigated.

The Appeals Process

Consumers, when you have a problem with any of your utility service providers you should:

·         Take the complaint to the customer service department of the respective utility company

·          Escalate the complaint to the supervisor/manager where necessary

·         Submit an appeal of the utility provider’s final decision to the OUR if you remain dissatisfied. The appeal must be in writing.

WHAT INFORMATION SHOULD YOU PROVIDE TO THE CAU?

When a matter is submitted for appeal, consumers are required to provide:

·         Written details of the issue which should include the basis on which they remain dissatisfied with the utility company’s response.

·         All relevant documentation and correspondence between the consumer and the utility company.

Upon receipt of all relevant information from the customer, every effort will be made to complete our investigation within sixty five (65) business days. However, should additional time be needed, the customer will be so advised.

How to Contact the CAU?

Consumers can contact the CAU via:

Fax: 1. 876.929.3635 • Telephone: 1.876.968.6953 • Email: consumer@our.org.jm

Post: OUR, 3rd Floor, PCJ Resource Centre, 36 Trafalgar Road, Kingston 10

In Person: Opening Hours: Monday - Friday 9:00 a.m. - 3:30 p.m.