OUR reports 17% drop in utility customer complaints for 2025

The Office of Utilities Regulation says utility customers made 3,346 contacts with the agency in 2025, a 17 per cent reduction when compared with 2024.

The steepest fall was recorded among complaints involving private telecommunications providers, which were 43 per cent lower year on year. Matters linked to the Jamaica Public Service Company Limited also dropped sharply, declining by 39 per cent.

Billing remained the leading concern for utility customers who reached out to the OUR's Consumer Affairs Unit in 2025, accounting for 43 per cent of all contacts. The National Water Commission and Jamaica Public Service Company Limited generated the largest number of billing-related matters.

Service interruption was the next most common reason customers contacted the unit, representing 24 per cent of total contacts for the year.

The figures are included in the OUR's Quarterly Performance Report for October to December 2025, which also contains data for the full 2025 calendar year. The report is available on the regulator's website at our.org.jm.