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124 complaints lodged against One Communications in 2025 – PUC
(Kaieteur News) – One Communications, formerly known as the Guyana Telephone and Telegraph Company (GTT), led the telecoms sector in consumer complaints last year, accounting for 124 of the 128 complaints received by the Public Utilities Commission (PUC) in 2025.
The PUC in its annual report shows Digicel received three complaints, unchanged from 2024, while Enet received one complaint, two fewer than the previous year. One Communications’ 124 complaints marked an increase of five over 2024.
As in the previous year, most complaints centered on faults with services provided, followed by billing issues as the second-largest area of concern. More than half of all complaints were tied to landline and Digital Subscriber Line (DSL) services running on the traditional copper-based network. The Commission resolved 93 percent of the telecommunications complaints it received during the year.
The report also flagged concerns over reporting compliance among service providers. “Overall, the results were considered satisfactory, with service providers demonstrating generally stable and compliant performance across most indicators,” the PUC said. “Notwithstanding this, concerns remained regarding adherence to reporting obligations, as some service providers did not consistently submit information on time and also failed at times to submit the requisite information to corroborate their submissions to the Commission.”
On overall service quality, the PUC said performance across both the mobile and fixed segments reflected differing levels of compliance with established quality-of-service standards over the course of the year. Call setup performance for local, national, and international services remained consistently strong, frequently exceeding benchmarks, while call completion rates — particularly during peak periods — were maintained at high levels, pointing to generally reliable network performance. Billing performance across both segments was also satisfactory, the report said, with minimal errors and complaints resolved within prescribed timelines.
Installation times for fixed services largely stayed within acceptable limits, and technical and billing complaints were resolved at consistently high rates. Some challenges persisted, however, particularly around fault restoration for fixed services, where the percentage of reported faults cleared within 12 and 24 hours fell short of stipulated standards in several instances. In the mobile segment, the PUC said dropped-call rates were generally kept below the allowable threshold, though it noted instances where performance approached the maximum standard.
The report noted that 2025 also saw several voice and internet services on the copper-based network migrated to fibre-optic infrastructure, a shift expected to give consumers access to improved internet and voice telecommunications services going forward.
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