OfReg reviewing rules on ICT outage reporting

| 19/05/2022 | 18 Comments

(CNS): OfReg has begun a public consultation on proposals to update the rules relating to reporting on outages of Information Technology and Communications (ICT) services by providers. It is mandatory for networks to report any issues with service provision but the utilities regulator said it believes the rules need updating to make information gathering more robust and the reporting of outages clearer by defining and differentiating between “planned” and “unplanned” outages.

The consultation paper and draft updated rules will allow anyone with sufficient interest or those likely to be affected by the rules an opportunity to comment before the rules are rolled out. While the service providers always take advantage of these consultations to lay out their position, it is important that customers also weigh in, since they are impacted by the eventual new regime.

Sonji Myles, Executive Director for Information at OfReg, said that under the existing rules the regulator has identified some areas that, in its view, require updating.

“The updates are necessary to better capture instances of outages on licensees’ networks and to better enable OfReg to determine whether any outages or repeated outages justify regulatory interventions or industry cooperation initiatives to prevent the recurrence of similar outages in the future,” he said.

This differentiation also clarifies whether an outage is reportable or not, allowing the reporting criteria to be tailored to specific ICT networks, services and licensees, and includes the requirement to notify customers where it is reasonable to do so, the regulator explained. In turn, robust reporting rules help OfReg determine what regulatory actions are required to minimise the impact of outages on customers and consumers.

The inclusion of requirements to notify customers of outages will help keep them appropriately informed, as one of OfReg’s main jobs is to protect the short- and long-term interests of consumers in relation to utility services, something that many people feel the regulator continues to do badly.

The consultation allows consumers an opportunity to say what would help them and improve their experience with the local ICT provision.

The paper and draft updated rules have already been sent to all OfReg operators and licence holders but the documents are also publicly available on the OfReg website. The consultation period is open for 30 days and all responses must be submitted to OfReg in writing by 5pm on 17 June 2022.

Submissions can be filed by e-mail to: consultations@ofreg.ky

Or by post to:
Utility Regulation and Competition Office
P.O. Box 10189
Grand Cayman KY1- 1002

Or by hand or courier to:
Utility Regulation and Competition Office
3 rd Floor, Monaco Towers II,
11 Dr. Roy’s Drive, George Town,
Grand Cayman

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Category: Business, utilities

Comments (18)

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  1. A. Caymanian says:

    I don’t recall anything that OfReg has ever done that helped anyone but themselves. Isn’t that strange?

    • Anonymous says:

      Our regulators are clueless as to their true purpose and function. Completely and utterly useless.

  2. Anonymous says:

    I’m trying to come up with a list of OfReg achievements in the last 10 years
    I cant think of one.

  3. Anonymous says:

    No one cares about that…we all know when there is an outage. Duh. We need fibre across the whole tiny island. Get it together Sonji.

    • Kent G says:

      I think you will find that it does matter. Imagine a gas station advertising a certain octane in the gas that actually delivers less because the tank leaks water.

      In networks there are always issues and a method of increasing profit is to reduce expense on keeping things running well, meaning stable and responsive to the organized chaos on the Internet. If you rely on the Internet to authorize credit card transactions that is pretty key to your business if you are a small shopkeeper or a large bank.

      There is a lot of value in Ofreg holding our providers to a decent standard of quality. Do you want to run your car on a chip and spray road when you are paying autobahn pricing?

    • Anonymous says:

      I have fibre and can honestly say its way more unreliable than my old network. Unstable connection most of the time. Paying a premium for a p1ss poor service.

  4. Say it like it is says:

    “Executive Director of Information”- what is the difference between an Executive Director and a Director and how many of each does OfReg have?. How about a Director of MisInformation, that would be more appropriate.

    • Truth says:

      What needs to be solved particularly by FLOW ( we take ya money n glow) is the intermittent disruption of internet services caused by their software and the removal of content from packages purchased for which there is no notification or reduction in subscription amount.

      This is serious and needs to be looked into NOW!

      • Anonymous says:

        I thought it was just me! The short outages throughout the day are such a pain (particularly when it disrupts my VPN when working remotely). I also saw they dropped some channels from my TV subscription and thought I was losing my mind. And yet the only communication I get from them is 14,000 useless SMS about someone else’s account balance… SMH

        • Anonymous says:

          You are correct, service from Go Slow Flow is frustrating !

          If you are receiving via text message the balance from someone else not associated with you or your account, that is a data breach and should have been reported to the Omsbudman by Flow. Someone’s personal info has been shared with you most likely without her/his permission.

  5. Anonymous says:

    Apart from a remarkable planned outage customer service notice we received way back when the NRA was building the Ritz lagoon bridge, I struggle to recall any planned outage notices for anything. Being proactive and conscientious is certainly not normal operating policy here. That includes all consumer utilities: water, electricity, sewage, phone/tv/internet…in Cayman people just thoughtlessly switch things off and on when they start their work day at 9am like there aren’t any businesses or residents that would be affected by that. No fines for this cavalier behaviour. No resolution pathway or settlements for surge damage to appliances. Tolerating corporate jerk procedures are part of the unnecessary social and household drag package of living in the Cayman Islands.

    • Anonymous says:

      This is so true. Oh and also we will be hiking the price of everything even though it hasn’t worked for multiple days this month

  6. Anonymous says:

    There should be an online portal to submit a ticket, and the ticket should be turned around within 72 hrs. Same with all of CIG, and a lot of RCIPS going nowhere reporting. Unless the reporting public have assurance that there will be accountability, and maybe the prospect of demotion, training, or (gulp) pink slips, there is not enough free time in our lives to bother reporting anything. Some of this CRM software is free.

  7. Anonymous says:

    C3 is the worst for outages both planned and unplanned. They always blame 3rd party suppliers but if your suppliers are unreliable its still your problem.

    • Anonymous says:

      They don’t even respond to email complaints.

      They’re more prompt with invoicing though.

      Garbage company that only succeeds because the competition is just as bad.

  8. Anonymous says:

    Third time is the charm. Why has then been so difficult?

  9. Anonymous says:

    Ok ok, try not to laugh- choose one lol…WorC or ofReg?


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