THE EDITOR, Sir:WE WRITE in response to her letter, published in the March 7, 2001 edition of your paper, and thank Ms. Cathy Tucker for her comments regarding the launch of the Cable & Wireless Jamaica Customer Service Charter.
We want to state categorically that Cable & Wireless is under no illusions with respect to where we need to get to in the delivery of world-class service to our customers.
We have already made significant strides and the launch of the Customer Charter is another step along the way. The Charter launched on March 1, is a work-in-progress. With frequent, scheduled reviews of the Charter, we expect to raise the targets, and include other services under its provisions, as the capacity of systems is increased and greater efficiencies are realised.
With respect to transmission times for fax messages it would be difficult to comment on reasons for the delay cited by Ms. Tucker. As a general rule however, we should point out that the amount of detail graphics, colour in a fax message plays a significant role in determining the speed at which it is delivered.
Finally, we believe Ms. Tucker's assertion that the company uses its 'monopoly position to fend off Internet Service Providers who want to provide voice over Internet service' stands in sharp contrast to the position of those who still believe in fairness. To abruptly allow 'voice over the Internet', without consideration for current and legally binding licences and massive investments made on the basis of these licences; and in the absence of a managed transition, would send the wrong signals to potential large foreign investors.
I am etc.,
ERROL K. MILLER,
Public Relations Manager
Cable & Wireless
Jamaica Limited
