LETTER TO THE EDITOR: Questions to Digicel and the Government of Dominica

Dear Editor,

I recently had an unfortunate experience with Digicel, a telecommunication provided in Dominica. This experience left me wondering whether there are any rules or regulations in Dominica to ensure consumers of Digicel are not taken advantage of.  Thus, I can’t help but ask the burning questions, do we have any regulations pertaining to the operations of utility companies in Dominica or any regulations at all to protect the consumer or customer in Dominica? What is the job of Bureau of Standards in Dominica or the minister responsible for Telecommunication? In simple terms, are there any policies/rules which govern the operations of utility companies in Dominica? And if there are, is there an organization/ institution which supervises the operations of utility companies to ensure that they operate within the parameters of what is stipulated in policies?  Or is it a free for all or some rules just don’t apply to some of the utility companies?

In June of 2021, customers of Digicel Play expressed concern over a rate increase from the company, which many said came with no prior notice. During this unfortunate occasion, customers revealed that on arriving at the Digicel retail store to pay their bills, they were all individually informed of an EC$10.00 increase to their bundle service while customers with broadband service only, were told of a five-dollar increase. While I find this move on the company’s end was unreasonable and unethical, I still agreed to pay that which I had to.

However, presently, less than one year after the aforementioned, Digicel had done it again. Digicel has now implemented a new payment of $20.00 EC monthly for short term disconnection without informing the customers. Not sure what I’m talking about? Well let me explain. A Dominican who lives abroad or one who lives in Dominica but would be out of states for a short period of time could request a temporary disconnection from Digicel for which they would pay $17.00 EC. Upon their return home they would pay $17.00 EC for reconnection. As of now, this same individual is required to pay the same $17.00 for temporally disconnection, $17.00 for reconnection and a flat rate of $20.00 EC monthly while the service is not even in use. In short, a customer who has requested and received a temporary disconnection, is still required to pay a $20.00EC monthly.

My question to the minister responsible for telecommunication and the Bureau of Standards in Dominica is how could this be fair? Furthermore, I would like to know if the Government of Dominica, particularly the Minister responsible for telecommunications, is aware of this and if so, how could they approve such thing.? How does such a thing receive an approval?

Digicel implemented an increased rate for service without the customers’ knowledge last year and there were no consequences to them as far as my knowledge serves me. Is history going to repeat itself in such a short space of time? Doesn’t that look like taking advantage of the poor costumers who are already plagued with low income? How can we just let a company take advantage of consumers like this?

Editor, can you please ask Digicel to explain this?

Thank you

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  1. Dominican for life
    April 25, 2022


    The way things are going in Dominica one needs to be careful of harassment .

    Well-loved. Like or Dislike: Thumb up 6 Thumb down 0
  2. Google
    April 25, 2022


    Digicel (Dominica) Limited is committed to providing you with a world-class home and entertainment experience through our Digicel+ products and services. As a result of this commitment, we are constantly investing in our network and looking at ways to improve and give you more.

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    Our records show that you are currently on the Variety TV + Fiber 25 package at a price of XCD$170.00 per month. Your upgraded plan will include Fiber 40 with the addition of fourteen (14) channels including:
    The new price for this plan will be XCD$180.00 per month.

    You are very important to us and we thank you for making Digicel+ your provider of choice. Should you require any further information, please visit our website at http://www.digicelgroup.com or…

  3. Predro
    April 25, 2022

    There is the National Telecom Regulatory Commission which allows customers to make all these legitimate complaints. They have been around for a while and have played referee with telecom issues. Surprised no one has mentioned them at all. Does anyone have experience complaining through them, or are they mostly useless?

    • Lawyer
      April 26, 2022

      Ask yourself, who was the person that installed this ‘regulatory’ commission. Your answer is right in front of you! One person runs everything in DA and you suckers didn’t even notice. Infact all you give him more power by the day…

      Well-loved. Like or Dislike: Thumb up 14 Thumb down 0
    • Roger Burnett
      April 26, 2022

      I have had experience of bringing concerns before both the National Telecommunications Regulatory Commission and the Independent Regulatory Commission. The later deals with matters relating to DOMLEC.

      Both commissions require the person raising the concern to first exhaust, in writing, all means of resolving the matter with the service provider. But unless it is a simple and straight-forward issue the inquiry drags on and gets nowhere. Both commissions appear to be reluctant to seriously challenge the service providers.

      On the other hand, I am told that the commissioners have difficulty in pursuing issues because persons raising concerns are reluctant to put down their name.

      It should be noted that both commissions deal with specific “complaints” rather than “concerns”. Most of my matters have related to concerns in general.

      At the end of the day, I have found that direct action, if necessary through the press, to be a more effective route.

  4. Ronald Abraham
    April 25, 2022

    I recall once Marpin Telecoms applied to increase from $50 – 75 after extensive expansion the minister agreed but after agreeing said he did not approve and forced Marpin to go back to 50.

    This caused Marpin extensive financial difficulties now people are paying over $200.00, where has the Government control gone or was it Ron Abraham that was being controlled but there is a God ruler of the universe.

    Well-loved. Like or Dislike: Thumb up 13 Thumb down 1
  5. iamanidiot
    April 25, 2022

    Someone mentioned it and although it may not be the right forum, but I have text from VaxxFacts,Roadshow, Westcoast, LIVE,DidYouKnow?,High!,FreeGas,LiveGame!,Grammys,Champions!! and my favorite “Preggo”, and the message content. “Rihanna is pregnant, and we are here for it!!” Uhum, no? What I care about a billionaire getting pregnant like…can you stop sending this nonsense to my phone? I’m a 15 year old girl nuh, for me to care about Rihanna pregnancy…boy I was so vex. Can we PLEASE get an option to unsubscribe from all this. Unsolicited messages you cant unsubscribe from is known as spam. Digicel shouldn’t be providing/ selling our number to agencies so they can advertise to us. For the past two weeks or so, every time my phone ping, is a stupid text from Digicel, Lets bet I will bring back allu sim card for allu? Lets bet.

    Well-loved. Like or Dislike: Thumb up 19 Thumb down 0
  6. Babylon
    April 25, 2022

    This is one of a fair few companies that have card Blanche in Dominica. They are heavily connected with the government, in particular with the PM. As a result of that they can do what they want without fear of reprimand let alone anything more severe. In DA we are at a stage now that it is a free for all as long as you are connected. Let’s face it, 70% of businesses are no ‘connected’.

    Well-loved. Like or Dislike: Thumb up 25 Thumb down 3
  7. Roger Burnett
    April 24, 2022

    There are also other issues that need to be taken onboard by those responsible. Not least unsolicited promotional text messages and credit that is suddenly wiped out.

    Over the years I have frequently asked Digicel to remove my number from their list for unsolicited promotional text messages, but to no avail. They may ease off for a while but then return with a vengeance. In most other parts of the world the customer has a legal right to cancel out.

    On March 27th I emailed Digicel Customer Service regarding $36 that went missing from my credit. I received a message to say: Your request has been received: (9431839). We are going to take a look at your request and provide you with feedback within 24 hrs. Despite three reminders I am still waiting for their feedback.

    Trying to get Digicel to resolve these issues gets you nowhere. But mention in the press sometimes does work. My DNO Commentary “A Call Girl Named Flo” put an immediate stop to unsolicited phone calls from C&W.

    Well-loved. Like or Dislike: Thumb up 19 Thumb down 0
  8. Zandoli
    April 24, 2022

    The questions posed above are quite reasonable. My question is, why the anonymity on the part of the writer.

    Hot debate. What do you think? Thumb up 5 Thumb down 14
  9. Karen Sutherland
    April 24, 2022

    Thank you for asking all the questions about regulation of this industry. I have been wondering why the cell phone providers don’t have to provide accounting for the charges assessed when calls, texts, etc. are made and consumers just have to trust that charges are accurate — even when their balances seem to disappear without cause. Is there any other industry which doesn’t have to provide such basic information to their customers?

    Well-loved. Like or Dislike: Thumb up 22 Thumb down 0

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