CLARO has hit back at the Office of Utilities (OUR) regulation, after the telecommunications watchdog announced yesterday that it was investigating the Mexican-owned company amid customers complaints that pre-paid mobile credit was expiring ‘early’.

The Mexican-owned company, upset that the OUR had made public its investigation, said that it had done its best to inform customers of changes to its terms and conditions made effective on May 29, including limiting the life cycle of its credit to between seven and 90 days. Replying to questions from the Observer, Claro said that customers do not lose credit provided they top up within 30 days.

Claro marketing manager Joseph Oates (right) assists clients interested in some of the mobile phones at the company’s new customer access centre at its head offices on Knutsford Boulevard in New Kingston. (Photo: Karl McLarty)
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Claro marketing manager Joseph Oates (right) assists clients interested in some of the mobile phones at the company’s new customer access centre at its head offices on Knutsford Boulevard in New Kingston. (Photo: Karl McLarty)

“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,” said Claro Marketing Manager Joseph Oates.

“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,” he said.

He added that Claro will submit all the information requested by the OUR before the deadline of June 11.

“…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.”

Claro credit expiration dates:

  • $2,500 – 90 days
  • $1,500 – 75 days
  • $1,000 – 60 days
  • $500 – 30 days
  • $200 – 15 days
  • $100 – 7 days

Without additional top up, Claro allows pre-paid customers unlimited free calling and texting to three people. Active customers who top up with at least $100 in the current month, receive $100 free credit on the first day of the next month.

Among its competitors, credit lasts a minimum of 21 days for Digicel customers and a mimimum of 15 days for LIME customers.

Related story:

OUR investigates Claro

[Update made via Jamaica Observer]

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