Why am I getting a bill if the cable is stolen? | FLOW explains

And it touches a nerve even further when that period of non-service extends to several months and a bill is still being issued with the assumption that you must pay.

In answering this question posed by a member of the audience Sophia Morgan, customer experience manager, FLOW, explained that: “A bill has been generated because you are still in our system as our customer.

“The fact the cable has been stolen we are aware that you are without service. So what happens is that when that service is restored we’d have a period when it was out… and we rebate you from the day it goes out to the day it was restored.”

Morgan was fielding questions during the Office of Utility Regulation’s (OUR) Town Hall Meeting on February 24 at the Institute of Vocational and Professional Training in Spring Village, St Catherine.

The FLOW manager said the period within which service is restored and only for another an act of vandalism to be carried out again further complicate the issue of compensating customers.

However, “you are not expected to pay” she assured the community member who was among many with similar concerns.

Meantime, Morgan advised customers to still go ahead and make a report with customer care despite an automated service advisory indicating that they are aware of a disruption in their area.

She said the company has expended over US$600,000 to restore its physical infrastructure, majority of which is a direct result of theft and vandalism.