The Fair Trading Commission Act, Cap. 326B of the Laws of Barbados;

• Jurisdiction: Barbados
• Judge: Sir Neville Nicholls,Prof Andrew Downes,Ms. Herma Griffith-Ifill,Mr. Errol Humphrey,Ms. Monique Taitt
• Judgment Date: 08 May 2014
• Docket Number: No. FTC/ORDSOSC/2014-02
• Court: Fair Trading Commission (Barbados)

In the Matter of the Fair Trading Commission Act, Cap. 326B of the Laws of Barbados;

And in the Matter of the Utilities Regulation Act, Cap. 282 of the Laws of Barbados;

And in the Matter of the Utilities Regulation (Procedural) Rules, 2003 and the Utilities Regulation (Procedural) (Amendment) Rules, 2009;

And in the Matter of the Consultation and Review of the Standards of Service for Cable & Wireless (Barbados) Limited pursuant to Section 15 of the Utilities Regulation Act, CAP. 282 of the Laws of Barbados.

Before:

Sir Neville Nicholls Chairman

Prof Andrew Downes Commissioner

Ms. Herma Griffith-Ifill Commissioner

Mr. Errol Humphrey Commissioner

Ms. Monique Taitt Commissioner

No. FTC/ORDSOSC/2014-02

FAIR TRADING COMMISSION

ORDER

ORDER

1 This Order is made pursuant to Section 38(c) of the Utilities Regulations Act (URA) CAP. 282 of the Laws of Barbados.

2 WHEREAS in recognition of the issues that have been considered and determined throughout the consultation and review of the Standards of Service for Cable & Wireless (Barbados) Limited (Cable & Wireless);

3 UPON CONSIDERING the submissions of Cable & Wireless and the Barbados Association of Retired Persons (BARP) on the Consultation Paper for the Standards of Service for Cable & Wireless dated October 25 ^th, 2013;

4 AND UPON CONSIDERING the public's comments on the issues raised in the said Consultation Paper of the Standards of Service for Cable & Wireless;

IT IS HEREBY ORDERED THAT:-

• 1. Cable & Wireless shall comply with the prescribed standards of service set out at Tables 1 and 2 of the attached Schedule subject to the exemptions set out in the Standards of Service Decision dated May 7th, 2014;

• 2. Cable & Wireless shall pay the prescribed amounts set out at Table 1 of the attached Schedule to any person who is affected by its failure to provide the utility service in accordance with the prescribed standards of service and in the manner set out in the Standards of Service Decision dated May 7th, 2014; and

• 3. This Order shall take effect from July 1 ^st, 2014 until March 31st, 2017.

Dated this 8 ^th day of May 2014

……………………………….. Neville V. Nicholls Chairman	………………………………….. Andrew S. Downes Commissioner
………………………………… Herma E. Griffith-Ifill Commissioner	…………………………………… Errol L. Humphrey Commissioner
…………………………………… Monique C. Taitt Commissioner

SCHEDULE

5 Table 1 Guaranteed Standards of Service

STANDARD	SERVICE CATERGORY	TARGET	COMPENSATION
GTS1A	Approval of Application for Service	Residential customers — no more than 7 working days	Refund of applicable installation fees
	This refers to the time it should take from an application for service to approval	Business customers — no more than 5 working days	Manual Customer Claim
GTS1B	Installation of Service after Approval	Residential customers — no more than 7 working days	Refund of first month's bill
	This refers to the time it should take between application approval and the actual installation of service where plant is available	Business customers — no more than 5 working days	Automatic Compensation
	Service installation refers to installation up to the demarcation point which is where the service wire connects to the device on the customer's premises
GTS2 (Revised)	Fault Repair This refers to the speed in which faults due to failure of C & W equipment are repaired Faults due to inside wiring or customer-owned equipment are not included	Residential customers — no more than two (2) days Business customers — no more than two (2) days	Automatic Prorated Credit of monthly telephone charges for the period the customer was without service due to a fault on C&W's network Automatic Compensation
GTS3	Repeated Loss of Service This refers to the reoccurrence of a fault of the same nature, within 30 days of occurrence of the original fault, on the service provider's network	Faults should not reoccur within 30 days of repair of first fault	Payment of BDS$15 to residential customers and BDS$30 to business customers for repeated loss of service, due to the service provider's equipment, within 30 days of original fault
	Loss of service is defined as no dial tone		Automatic Compensation
GTS4	Response to Customer Complaints This refers to the time frame in which the service provider acknowledges a customer's complaint relating to billing, malfunctioning network or quality of service	Acknowledgement within 5 working days for telephone, fax or email complaints. Acknowledgment within 7 working days after receipt of the written complaints forwarded by post Acknowledgement should include advice as to the date the investigation is expected to be completed	Payment of BDS$15 to residential customers and BDS$30 to business customers when target time is breached Manual Customer Claim
GTS5	Customer Appointments This refers to scheduled appointments by the service provider's representatives to correct faults on the service provider's network interface device, where access to the customer's premises is necessary but restricted	All scheduled appointments should be honoured Appointments may be scheduled: Morning (8:00 a.m. to 12:00 noon) or afternoon (1:00 p.m. to 4:00 p.m.) This does not include appointments pertaining to customer's premises equipment (CPE) or internal wiring	Payment of BDS$15 to residential customers and BDS$30 to business customers for missing agreed appointments (subject to 15 minutes grace period i.e. 12:15 p.m. for morning appointments and 4:15 p.m. for afternoon appointments) The service provider may reschedule an appointment; however, the customer must be...