TRELAWNY, Coral Spring — Six months after Category 5 Hurricane Melissa battered Jamaica’s critical utility infrastructure, the island’s top utilities regulator has confirmed that lingering customer service disruptions will continue through the remainder of 2025, even as gradual improvements are underway.
Ansord Hewitt, Director General of Jamaica’s Office of Utilities Regulation (OUR), shared the update Thursday on the sidelines of the 2026 Organization of Caribbean Utility Regulators (OOCUR) Conference, hosted at the Ocean Coral Spring Resort in Trelawny. The five-day event, running from April 27 to May 1, brings together regional regulatory leaders to address shared industry challenges under the theme “Navigating Caribbean Regulatory Challenges: Opportunities, Innovations and Collaborations.”
Since Melissa made landfall last October, the OUR has recorded a surge in consumer complaints across three regulated sectors: telecommunications, water supply, and electric power. Hewitt acknowledged that existing pre-storm quality gaps have been severely worsened by post-hurricane recovery work, with service disruptions persisting longer than many customers expected.
“Customer service issues will almost certainly remain with us for the rest of this year, though we expect their severity to decline steadily as restoration work advances,” Hewitt explained to the Jamaica Observer. He noted that service quality has been the top complaint to the OUR since the storm, and rooted the ongoing challenges in the urgent priorities of early disaster recovery.
In the immediate aftermath of a major hurricane, the primary mandate for utility providers is to restore critical services to as many customers as possible as quickly as possible. This rush, Hewitt explained, often means providers rely on temporary fixes and shortcuts to get power, water, and connectivity back online, rather than completing full, permanent repairs that meet pre-storm quality standards. Key core infrastructure elements for power grids and telecommunications networks require full reconstruction, a process that can take many months to complete.
Even after nearly 100% of basic service is restored, providers face a prolonged period of post-recovery cleanup and fine-tuning to bring service quality back to pre-disaster levels. Compounding this challenge, Hewitt added, is the fact that service quality shortfalls already existed across Jamaica’s utility sectors before Melissa hit, and the chaos of restoration only amplified these existing problems.
The OUR head also drew a parallel to recovery from 2024’s Hurricane Beryl, which struck Jamaica in July of that year. After initial service restoration was completed four to five months after Beryl, providers required an additional six months to return customer service to pre-storm levels. For Melissa, Hewitt confirmed that providers have hit major restoration milestones after six months: electric service is nearly 100% restored, while water service restoration is slightly lower.
As regulators, Hewitt noted, the OUR has worked to strike a careful balance between pushing for faster quality improvements and understanding the constraints providers face during recovery. Immediately after a storm, the public is generally willing to accept temporary lower service standards to speed up broad restoration, but this situation cannot be allowed to continue indefinitely. The OUR is currently prioritizing pressure on utility companies to address customer service backlogs and quality gaps as quickly as possible.