Consumer Center

URCA is here to assist you, the consumer, in receiving the best service from your utility service provider in the areas of electronic communications. We are mandated to ensure that you receive value for your hard earned utility dollar. We are committed to educating you about your rights, assisting with the resolution of complaints and responding to your concerns.

Here are some of the ways in which we can assist you:

  • Ensuring that the quality of your utility services are satisfactory
  • Ensuring that prices for utility services are reasonable
  • Promoting and protecting your interest
  • Promoting competition in the utility sectors
  • Publishing reports on the utility sectors

Learn more about how we can help you use your utilities efficiently by reducing wastage and lowering cost by visiting our Consumer Services Section. This section will enlighten you on your Consumer Rights and provide Consumer Tips, in addition to providing information on Utilities Regulation & Competition Authority (URCA). You will also find our Consumer Inquiry and Complaint Resolution Section to be prompt, confidential and helpful in dealing with your questions, issues and concerns.

Click here for A Guide to URCA, Consumer Rights, the latest Press Releases and News. Feel free to Contact Us.

Consumer Services

Objectives:

  • Provide information and guidance to customers and companies who make complaints with the service providers and with URCA.
  • Deal fairly and efficiently with customers and the public who make complaints with URCA that arise from unresolved complaints made to the service provider.
  • Develop efficient systems which facilitate continuous improvements in the quality of service delivered
  • Regularly monitor performance through periodic reviews and by analyzing feedback about service solicited from customers.

Policies

  • URCA will be accessible by correspondence, telephone, facsimile, and email or by receiving visits from walk in customers. Information regarding the address, telephone numbers and email addresses will be published and the public will be advised of any changes. A direct toll free access number for the Consumer Affairs is also available for family island customers.
  • URCA will assist in the resolution of problems between a customer or company and the r service provider only after the customer has exhausted the service provider's complaints procedures and remains dissatisfied. URCA requires that the customers provide supporting information and documentation to substantiate their claims and prove contact with the service provider, to enable us to have a better understanding of the situation and therefore provide a more effective response to the problem.
  • URCA will seek to develop, maintain and enhance good relations with its clients by ensuring a timely and impartial investigation of complaints in accordance with established procedural guidelines.
  • To assist with walk in customers, URCA will encourage those persons who present complaints in person, to schedule an appointment so that the waiting period is minimized.
  • URCA will keep the public informed of the service providers' performance results by way of public education. URCA will ensure that public education is done by means of the media and public forum and consumer awareness tips.
  • URCA will establish systems to measure its performance in handling complaints and client satisfaction by means of surveys and Suggestions with a view of making regular improvements in its performance and efficiency.
  • Written complaints made to URCA will be acknowledged by letter within five (5) business days of receipt. The complainants will be advised of the time within which an investigation will be completed. Where an investigation is likely to extend beyond the date specified, the complainant will be so informed prior to the specified date and given a new completion date.
  • URCAís complaints procedure will be reviewed as necessary with a view to identifying areas which many need modification to improve the performance and efficiency of the organization.

All personal information communicated to URCA about its clients will be treated in the strictest of confidence.