Local telephone company, GTT today issued a public apology to consumer rights activist, Ramon Gaskin over its E-billing system.
The Public Utilities Commission today held a hearing on a complaint that was filed against the company by Mr. Gaskin over its decision to move away from issuing regular paper bills and replace those with electronic bills for its services.
Those E-bills would be sent directly to the emails of customers, but some customers like Mr. Gaskin have complained that they prefer the old paper bills that came through the postal service.
During the hearing today, Gaskin contended that the format of the e-bills is faulty and does not clearly show all the details of the usage of the company’s service.
“GTT is forcing me to take a service that I don’t need, that is the whole purpose of this thing, to force me to do what I don’t want to do and that’s why they have kept me in a line for 45 minutes as a senior citizen and the supervisor told me that they have Mobile money and all this nonsense, I want my original bill, the way I use to get it”, Gaskin argued.
But company officials said customers are not being forced to accept the e-billing service. They pointed out that it is a service that customers would be given the choice to opt into.
According to the company’s Vice President for Customer Experience, Orson Ferguson, customers still have a choice and there is no charge on the new service. A similar view was shared by GTT’s Legal Officer, Mark Reynolds.
The GTT Officials said they would admit that more sensitization could have been done on the e-billing service and that is something they will look at moving forward.
During the hearing, other members of the public, including former GTT Chief Executive Officer, Yog Mahadeo, shared their views on the complaint and sought answers to various questions about the services offered by GTT.
The company maintained throughout the hearing that the e-billing service and mobile money service that formed part of the complaint are offered free of cost to customers.