JAMAICA Public Service Company (JPS) has launched a new walk-in customer service centre at Fontana Pharmacy in Portmore, St Catherine.

Branded the MyJPS Care Hub, the space is designed to provide customers with direct, face-to-face support in a modern, convenient setting.

The ribbon-cutting ceremony took place on Monday marking the latest addition to JPS’ customer service network.

The hub is now open to the public, giving customers the opportunity to speak directly with a JPS representative to resolve bill issues, account queries, service complaints, or to provide general feedback. However, the Hub does not accept bill payments.

According to the JPS, the initiative forms part of its ongoing efforts to provide the type of service required by different customer demographics.

The company said in this instance, it is a recognition that although the vast majority of JPS’ customers do business with the company online, there is still a group that prefers face-to-face contact and support.

“The MyJPS Care Hub gives customers the option to walk in and speak directly with us in a setting that’s convenient and welcoming,” said Pia Baker, senior vice-president, customer experience and commercial at JPS as she explained the thinking behind the space.

“Some concerns are best addressed in person, and we recognise that digital tools aren’t always the first choice. Here, people can sit down, ask questions, get clarity, and leave with solutions — no phone calls, no long lines. It’s about being present, accessible, and human in how we serve,” added Baker.

The company pointed out that the hub is located inside Fontana Portmore, through a partnership that brings JPS services into a high-traffic, everyday environment.

According to Baker, though fully staffed and operated by JPS, the collaboration with Fontana reflects a shared commitment to community access and quality service.

In the meantime Hugh Grant, president and CEO of JPS, emphasised that the MyJPS Care Hub is a direct response to customer feedback:

“We’re putting customers at the centre of everything we do,” said Grant.

“This hub isn’t just a physical location, it’s a sign that we are listening. Our customers asked for easier access to support, and we took that seriously. MyJPS Care is our way of saying, ‘We hear you’. Whether it’s a billing issue, a service concern, or just the need to talk face-to-face, we are here when and where it matters,” added Grant.

The MyJPS Care Hub at Fontana Portmore is now open to JPS customers Mondays – Fridays, 10:00 am – 7:00 pm.