N. Russell & Digicel (SVG)



  1. Complaint

On August 25, 2020 a customer by the name of Nigel Russell filed a complaint against Digicel indicating that he has been bombarded with promotional text messages from Digicel advertising for third parties and he would like to stop receiving these text messages.

Mr. Russell indicated in a follow up call with the National Telecommunications Regulatory Commission (NTRC) that the text messages stopped for about 2 weeks after he filed his complaint form 1 and then they started back once more.

On December 1, 2020 Mr. Russell went on to file a complaint form 2 on as he indicated he began receiving the promotional text messages from Digicel once more and he was not satisfied with Digicel’s resolution of his complaint.


2. Decision of the Tribunal

Digicel’s CEO stated that Digicel would need two (2) days to work out how the issue will be resolved and how Mr. Russell will be compensated. The Tribunal also requested to have a list of all the text messages that were sent to Mr. Russell from the time he filed the complaint on August 25, 2020 to February 6, 2021 which was the last date Mr. Russell indicated he received a promotional text message from Digicel. Digicel’s response was submitted to the Tribunal on February 15, 2021. In the response Digicel offered Mr. Russell a bundle plan for 3 months on each of the mobile accounts assigned to him. These numbers are 526-XXXX, 530-XXXX and 433-XXXX. Digicel also provided the list of SMS sent to all numbers assigned to Mr. Russell for the period starting August 20, 2020 to February 6, 2021.