PUC secures $23M for consumers through refunds, adjustments, penalties in 2025

…mobile subscriptions surpass 1 million

The Public Utilities Commission (PUC) has reported that more than $23 million was awarded to consumers in 2025 through billing adjustments, reimbursements and penalties imposed on service providers.
According to the Commission’s 35th Annual Report, a total of 259 complaints were received during the year, representing a 6.14 percent increase over 2024. Of these, 241 complaints, or approximately 93 per cent, were successfully resolved, with an average resolution time of 63 days.
In the report PUC Chairman, Nanda Gopaul noted “The Commission continued to uphold its mandate with diligence, transparency and professionalism while navigating a dynamic environment shaped by emerging technologies and an evolving regulatory framework. The year 2025 was marked by significant advancements in our regulatory oversight in ensuring that services remained reliable, sustainable and responsive to the needs of consumers across Guyana.”
The $23.3 million credited to consumers reflects compensation for billing discrepancies, breaches of service standards and undelivered services. Of this amount, $10.2 million was awarded to 71 consumers in 2025, with additional credits applied to cases carried over from the previous year.

Telecommunications complaints
Telecommunications providers accounted for the largest share of complaints, followed by electricity and water services. For yet another year, One Communications recorded the highest number of complaints of any utility provider with 124 complaints. Guyana Power and Light Inc. (GPL) received 93 and Guyana Water Incorporated (GWI) 38, Digicel had three and ENet had one.
Apart from consumer affairs, the report highlighted significant developments across the utilities sector, particularly in telecommunications, where mobile subscriptions surpassed one million users in 2025. This milestone reflects rapid digital growth, with mobile teledensity exceeding 120 percent and fixed broadband subscriptions rising above 130,000.
The sector was further transformed by the introduction of number portability in February 2025, allowing customers to switch providers while retaining their numbers, and by increased competition following the entry of satellite-based internet provider Starlink. These developments contributed to expanded consumer choice and improved service offerings.
In the electricity sector, GPL recorded a four percent increase in its customer base alongside a six per cent rise in net electricity sales, indicating growing demand driven by population expansion and economic activity. However, performance challenges persist. The company recorded system losses of 25.43 percent, exceeding its target of 22.43 percent, highlighting ongoing issues such as electricity theft, infrastructure inefficiencies and operational constraints.
Meanwhile, GWI recorded a net loss equivalent to approximately one per cent of revenue in 2025. Total arrears remained high at about $2.89 billion, with roughly half concentrated in Region Four, posing risks to the company’s financial stability.
Non-revenue water remains a concern, the report stated, with losses estimated between 60 and 70 percent, well above acceptable international benchmarks, the Report noted. These losses, driven by aging infrastructure, leaks and unmetered consumption, continue to undermine revenue generation and operational efficiency.
Despite these challenges, the report noted improvements in service access, with approximately 98 percent of the population having access to potable water, as well as ongoing investments in infrastructure upgrades and treatment facilities.
The PUC said it remains committed to balancing the interests of consumers and service providers, ensuring fair pricing, improved service quality and greater transparency across the electricity, telecommunications and water sectors.
Looking ahead, the Commission plans to intensify oversight, including a review of chemicals used in water treatment to ensure compliance with international health standards, while continuing efforts to strengthen regulatory capacity in a rapidly evolving utilities landscape.