GTT cannot unilaterally change billing system – PUC

The Public Utilities Commission (PUC) has reached a conclusion on the complaints which were filed against the Guyana Telephone and Telegraph Company (GTT) by Ramon Gaskin, questioning why the company’s monthly invoice was unilaterally changed without prior information and why he was forced to use the internet to access other information.

Complainant Ramon Gaskin during the hearing as he shows the new billing system

In a document dated October 11, the Commission clarified that the consumers should decide on such changes, rather than a unilateral modification.
Gaskin, who is a customer of the company, stated that his tax invoice for the month of May was changed, and consequently, there was an exclusion of the substantive billing information which had been in previous bills.
He alleged that upon an enquiry with GTT, he was informed that the information omitted could be viewed online. The complainant, further in his complaint, stated that he had no access to online facilities and that GTT was in effect forcing him to seek such facilities. He also noted that he was not aware of the PUC approving this change of billing format.
On September 12, a hearing was facilitated between the complainant, the utility company and the Guyana Consumer Association in which the Commission was enlightened on their explanations.
In delivering its decision, the PUC asserted that the company failed to provide prior notification to its consumers and did not seek to inform the Commission of this change in this paperless operation.

GTT’s CEO, Justin Nedd

“The Commission frowns on the company and records its concern that the company sought to introduce the paperless facility and the company, by its own admission, failed to provide prior notification and failed to launch an effective educational campaign for the benefit of the public. At no time did the company seek to notify the Commission of its intention to embark upon a paperless regime.”
As such, GTT was ordered to dispatch detailed caller information on paper bills with effect of November 1, 2019. Adding to that, consumers will have a chance whether they want to continue with the paper billing or opt for the online option.
It stated, “That unless notified otherwise by consumers, GT&T shall dispatch to all business and residential consumers, paper bills which shall include the detailed Calling Party Pay call fables and overseas call details…That all consumers who had received the new billing format issued from May 2019 be notified in their bills issued in November 2019, of the choice to opt-out of paperless billing and such choice should be with immediate effect upon indication from the consumer. The option to cancel online billings and resume paper billings should be clearly stated by GT&T on any of their online portal.”
Adding to that, the company was asked to ensure that the billing platform for paperless activities is accessed in time. If there is any failure on GTT’s part to do so, all paperless consumers must be dispatched with a hardcopy bill.
“That the company shall ensure that its billing platform from which such paperless billings are accessed is uptime and experiences minimal latency. Should the platform fail during any billing period or cycle, the company is required to inform all paperless consumers and dispatch bills in hard copy to each consumer.”
In the lengthy decision, the PUC mandated that any consumer who had received the new billing format with effect from May 2019 to date, and is desirous of receiving their detailed tax invoice, is to be issued same free of charge for each billing period as requested by the consumer. Public notices should also be prominently placed via the print and online media, and Short Messaging Service (SMS) notifying consumers of the new billing format and the choice to remain with paper billings.