Service faults, billing concerns dominate utility complaints in 2025

Telecommunications providers received the highest number of complaints in 2025, while complaints against Guyana Water Inc. (GWI) declined, according to the Public Utilities Commission’s (PUC) 35th Annual Report.

The Commission recorded 259 complaints across the telecommunications, water and electricity sectors, a 6.14 per cent increase from 2024. Of these, 128 were lodged against telecommunications companies, mainly related to service faults and billing issues.

Complaints against GWI fell by 21 per cent, from 48 in 2024 to 38 in 2025, with all cases resolved during the review period.
Overall, 241 complaints, or about 93 per cent, were resolved within an average of 63 days, the report said.

Guyana Power & Light Inc. (GPL) recorded 93 complaints, of which 84, or 90 per cent, were resolved, with service tampering emerging as the leading issue in 2025.

The Commission awarded more than $23 million to customers through billing adjustments, penalties for breaches of service standards and reimbursements for undelivered services.

Of that total, $10.2 million was paid to 71 consumers in 2025, with additional credits applied to cases carried over from the previous year.