JPS responds to utility regulator's recommendations on customer access after office closures

Jamaica Public Service Company Limited (JPS) is enhancing customer access following the closure of 10 of its 15 offices across the island. These changes come in response to recommendations from the Office of Utilities Regulation (OUR), which conducted a study on the impact of the closures.

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Regarding the review of the spatial distribution of customer access points, JPS has advised that it has deferred the immediate establishment of additional permanent customer hubs in St Thomas and St Elizabeth, which had previously been under consideration.

JPS submitted its detailed response to the OUR on July 16, 2026. The OUR had advised JPS to review the distribution of customer access points and develop solutions for face-to-face service requests, including new applications, complaint reporting, and bill inquiries. Leveraging bill payment agencies and making the MyJPS mobile app zero-rated were also recommended.

Instead of establishing new permanent customer hubs in St. Thomas and St. Elizabeth, JPS has launched a "Community Connect Pop-Up Programme." This initiative will run from July to December 2026, offering face-to-face assistance with account queries, billing, service applications, reconnections, outage concerns, and digital onboarding in underserved communities. Pop-up events will occur bi-monthly in St. Thomas, Clarendon, and Westmoreland, and in Hanover, St. Mary, Portland, and Trelawny. Monthly events are planned for St. Elizabeth starting in September 2026.

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Instead, it has introduced a Community Connect Pop-Up Programme to provide face-to-face customer engagement and support in underserved communities.

The company also reported expanding customer access through various channels, including the MyJPS Mobile App, the Portmore MyJPS Care Hub, voice support, live chat, chatbot services, and other digital self-service options. Most transactions previously handled in offices, except for cash bill payments, are now available through these digital channels and the pop-up engagements. Bill payments continue to be accessible through the company's network of agencies and digital platforms.

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According to the company, the programme will run from 2026 July to 2026 December, providing assistance with account queries, billing matters, service applications, reconnections, outage-related concerns and digital onboarding support.