PUC records 125 complaints against telecoms providers in 2024

May 20, 2025 News

Kaieteur News- The Public Utilities Commission (PUC) has recorded a 13 per cent increase in complaints against telecommunications providers in 2024.

According to a recently released annual report, the complaints division of the PUC received 125 complaints against telecommunications service providers, a 13% increase from the 111 complaints filed in 2023.

Of these, the PUC said 107 or 86 per cent were resolved, with the remaining 18 or 14 per cent complaints pending.

According to the report, there were 13 complaints related to mobile services and 15 for fibre services.

The copper-based connections (landline and DSL) and fixed wireless services accounted for 97 or 78 per cent of the complaints received. This ongoing dissatisfaction with these services indicates the need for improvements in service quality, the missive noted.

However, the report pointed out that internally, the commission made significant strides and achieved success in several areas of its operations.

“The year 2024 saw a 5 per cent decline in complaints received by the commission when compared to the year 2023. This decrease can be attributed to ongoing efforts by the service providers to improve service quality and customer satisfaction across the regulated sectors. We also achieved a resolution rate of 86 per cent for the complaints received in 2024.

Additionally, the commission secured rebates for consumers in excess of $13 million, demonstrating a commitment to holding operators accountable for their performance,” the document outlined.

Moreover, the commission noted that following the liberalisation of the telecommunications sector in 2020, there has been continuous growth and innovations with the introduction of 5G technology and increased investments in expanding network coverage.

This led to improved connectivity for consumers and businesses, driving economic development and digital transformation in the country. The commission stressed that the introduction of number portability also served to stimulate competition in the sector.

While it was cognisant of the setbacks the project endured, the PUC said it remained committed to ensuring a seamless implementation process that benefits consumers. At the time of reporting, the PUC said the operators were in the final testing stages and were expected to be rolled out number portability services by February.

“The Number Portability Working Group (NPWG) would continue to monitor this transition to ensure that issues that may arise in this initial phase would be remedied. Termination rates have also been a focus for the commission, with priority given to effective regulation and reduction of these rates to promote fair competition and lower costs for consumers,” the PUC report said.

It added, “following the completion of our comprehensive review of the subject matter in 2022, the commission issued an order in 2023 that saw phased reduction of both mobile termination rates and fixed termination rates, which have been in place since 2010.

The document continued “as we anticipate what lies ahead, it is essential for service providers to remain committed to fostering a competitive environment with emerging technologies and sustainable practice. The companies are required to ensure their compliance with the statutory requirements, as reporting to the commission and the public on quality of service achievements against the relevant schedules are important aspects of the liberalised sector.”

The PUC is a regulatory authority vested with the statutory charge for overseeing the telecommunications, electricity, and water and sewerage sectors in Guyana. The commission was established under the Public Utilities Commission Act No. 26 of 1990, and currently operates under the Public Utilities Commission Act No. 19 of 2016.

Discover more from Kaieteur News

Subscribe to get the latest posts sent to your email.

Latest News