Dear Editor,

I would like to clarify the content of your article “OUR investigates Claro” which appears in your June 8 (online) edition.

I think it is unfortunate that the Office of Utilities Regulation (OUR) has issued a press release under a similar heading when the OUR is in fact in dialogue with Claro regarding the matter. These discussions include a request from the OUR, with a June 11 deadline, for information regarding changes to the lifespan of our prepaid credit. Our understanding is that the OUR’s request is based on complaints received from customers.

Notwithstanding the unfortunate occurrence, I note that, in keeping with our business model, Claro made recent adjustments to some of the terms and conditions of our services, including the life cycle of our prepaid credit. Concurrent with these adjustments, Claro has taken reasonable measures to ensure that our prepaid customers have been advised of the changes. The measures include text blasts directly to our prepaid customers, as well as an extensive (television, radio and print) advertising campaign around the adjustments.

Our customers are most important to us, that is why we have also ensured that other adjustments have been introduced to minimise any possible adverse impact.

Let me also state that, aside from this adjustment, Claro customers continue to enjoy our signature products with no loss of customary benefits. Therefore, the $100 prepaid credit, even with an adjusted life cycle, still provides unlimited free calling and texting to three people every day and every time; and free calling at nights, without additional top up required.

The same $100 credit can then be used to make other calls at the lowest rates. In addition, each active customer who tops up with at least $100 in the current month, receives $100 free credit on the first day of the next month.

Since the OUR has introduced the matter to the public domain, Claro is constrained to respond likewise and further note that we have adjusted the life cycle of our $100 prepaid credit to seven days from the date of activation. We also advise that our customers do not lose any credit balance when they top up within 30 days of the expiration date.

Claro will make every effort to submit the information requested by the OUR before the deadline of June 11 and I do not anticipate that the regulator will find it necessary to either initiate a formal investigation or intervene in what is essentially a business decision.

Finally, we appreciate the concerns of our customers and would like to thank them for their understanding as we seek overall to remain a viable company providing affordable products and services. We also remind our customers that Claro has designed our products to ensure that their money goes further with us.

Joseph Oates

Marketing manager

Claro Jamaica