Navigating URCA Bahamas FAQs: Your Key to Clear Answers

As part of our commitment to transparency and accessibility, the Utilities Regulation and Competition Authority (URCA) of The Bahamas offers a comprehensive Frequently Asked Questions (FAQs) section to address common queries and provide clear answers to stakeholders. In this blog, we’ll explore how to access the FAQs, highlight popular questions and their answers, and explain how to submit new questions for consideration.

Accessing the Frequently Asked Questions (FAQs) Section

Finding answers to your questions is easy with URCA’s FAQs section, which is readily accessible on our website. Once you’ve accessed the FAQs section, you can browse through the list of questions or use the search function to find answers to topics of interest. 

Popular FAQs and Their Answers

About URCA 

1. Question: What is URCA?

Answer: ​​URCA, short for the Utilities Regulation and Competition Authority, is the regulatory body overseeing two key sectors in The Bahamas: electronic communications (ECS) and electricity (ES). URCA operates independently and is governed by a seven-member board. This board consists of four non-executive members, including the chairperson, and three executive members: the Chief Executive Officer (CEO), Director of Electronic Communications (DEC), and Director of Utilities & Energy (DUE). Non-executive members are appointed by the Governor General.

2. Question: How did URCA come about?

Answer: In 2009, The Bahamas established a new regulatory system for electronic communications with the enactment of three key pieces of legislation:

1. The Communications Act, 2009
2. The Utilities Regulation and Competition Authority (URCA) Act, 2009
3. The Utilities Appeal Tribunal (UAT) Act, 2009

These laws replaced the Public Utilities Commission (PUC) and the Television Regulatory Authority (TRA), forming URCA as the primary regulatory body.  Since then, additional legislation has been introduced to further define and expand URCA’s role and the sectors it oversees. You can find a comprehensive list of these Acts on our Legislation page.

3. Question: What does URCA regulate?

Answer: As the regulatory authority for the Electronic Communications Sector (ECS) in The Bahamas, URCA oversees various services including fixed and mobile telephone services, spectrum and numbering, broadcasting (including pay television), and Internet services. Additionally, URCA regulates the Electricity Sector (ES), which includes the generation, distribution, transmission, and supply of electricity.

It’s important to note that URCA’s regulatory scope does not extend to areas such as water, waste water, sewerage, and transportation. URCA solely focuses on regulating utilities and services within the Electronic Communications Sector and Electricity Sector.

Complaints:

4. Question: How do I make a complaint?

Answer: Before bringing a complaint to URCA, consumers should first address it with the relevant operator or service provider involved. This gives the operator or provider a fair chance to resolve the issue.

When a complaint needs to be escalated to URCA, it should be submitted in writing. This can be done by emailing info@urcabahamas.bs, sending a letter to P.O. Box N4860, Nassau, The Bahamas, or through URCA’s website. Consumers can also reach URCA by phone at 242-396-5200.

5. Question: Why is it necessary to put complaints in writing?

Answer: Submitting a written complaint ensures clarity regarding the nature and details of the issue at hand. It also prompts operators and service providers to respond in writing, facilitating a documented exchange. This documentation enables URCA to evaluate both the complaint and the provider’s response thoroughly.

Moreover, a written complaint demonstrates thoughtfulness and genuine concern on the part of the complainant, indicating a considered approach rather than a hasty or impulsive reaction. This methodical communication helps in resolving issues effectively and professionally.

6. Question: What information should be included in a complaint?

Answer: When submitting a complaint to URCA, it’s important to include the following details:

1. Service Provider and Specific Service: Clearly state the name of the service provider against whom the complaint is being made and specify the service that is the basis of the complaint.
2. Account Holder Information: Provide the name and, if applicable, the account number associated with the service in question.
3. Complainant’s Information: Include the name and contact information of the person filing the complaint. If the complainant is not the account holder, explain the relationship to the account holder.
4. Details of the Complaint: Provide a thorough explanation of the nature of the complaint, including approximate dates of the specific issue triggering the complaint. Include details of any actions taken by both the consumer and the service provider in relation to the complaint and attempts to resolve it.
5. Contact Information for Service Provider: If available, provide specific contact information for individuals within the service provider’s organization who are handling or assigned to address the stated issues.
6. Status of the Complaint: Share your understanding of the status of the complaint with the operator at the time of submission to URCA.
7. Relevant Documentation: Enclose copies of any documentation relevant to the complaint to support your case.

Including these details ensures that URCA can effectively assess and address the complaint in a timely manner.

7. Question: What if I wish to complain about what I saw or heard on a local television or radio broadcast?

Answer: All licensed television and radio broadcasters in The Bahamas must adhere to a comprehensive Content Regulation Code. This code serves as a guiding framework for broadcasting in the country, covering various aspects such as Harm and Offence, Protection of Young Persons, Political Broadcasts and Political Advertisements, Advertising and Sponsorships, as well as News and Factual programs. 

Outlined within this code are fundamental principles that broadcasters are required to uphold, ensuring responsible and ethical content dissemination. These principles aim to maintain standards of decency, accuracy, and fairness across all broadcasts.
The code can be downloaded here: Content Regulation Code

Public Consulations:

1. Question: Why is it important that URCA engage the public’s consultation on various matters before the authority? 

Answer: URCA believes it’s crucial, as mandated by section 11 of the Communications Act and section 19 of the Electricity Act, to give individuals affected by any regulatory measure ample opportunity to respond and share their input. When a measure is expected to impact the general public, URCA employs public consultation to gather and address comments from interested individuals. After receiving comments, URCA carefully considers them and incorporates them into its decision-making process before implementing any new measure.

2. Question: On what kinds of matters and/or projects might URCA seek the public’s consultation? 

Answer: URCA engages in public consultation on issues that it deems of public significance, as well as those mandated by the Communications Act and Electricity Act for consultation.

3. Question: What might a public consultation or the public consultative process entail? 

Answer: URCA conducts public consultations either through written submissions or direct engagement, such as town meetings. Written consultations involve publishing a document outlining the proposed measure and inviting comments within a specified period, typically at least one month. 

For wider engagement, details are decided case-by-case, considering the public interest. URCA publicizes such consultations through local media and engages the public at various forums across The Bahamas. While information is collected at these forums, individuals are encouraged to review the consultation document and submit written comments within the specified timeframe.

4. Question: Who is allowed to participate in these consultations, and what would participation entail?

Answer: Any member of  the public can participate in a public consultation by providing written comments. This can be done online through URCA’s website when the consultation is posted or at any public meeting hosted by URCA. It’s an opportunity for individuals to share their perspectives, particularly if they believe the proposed measure is significant and has a direct or indirect impact on their lives.

5. Question: How can members of the public know if and/or how input provided during the course of a public consultation has received consideration from URCA?

Answer: At the conclusion of each consultation, URCA releases a “Statement of Results.” This document outlines the comments received, URCA’s responses to those comments, and its Final Decision or other regulatory action taken. These documents provide insight into URCA’s analysis, reasoning, and the basis for its conclusions following the consultation. They are published on URCA’s website, and physical copies are also accessible at URCA’s offices.

6. Question: Why do responses to public consultations have to be in writing? Why can’t I just call? 

Answer: Responses to consultations must be submitted in writing to ensure transparency and accountability. This practice allows both the public and stakeholders to verify that their comments were duly considered, analyzed, and factored into the final decision-making process. Additionally, this approach enables URCA to gain a comprehensive understanding of the diverse perspectives and concerns related to the issues at hand, as expressed by those responding to the consultation.

7. Question: Would anonymous responses to a public consultation be accepted? 

Answer: Respondents have the option to request confidentiality when participating in a public consultation, but URCA ultimately decides whether to honor such requests. Each request is carefully assessed to ensure that maintaining confidentiality would not compromise the public interest. Transparency is a top priority for URCA. If confidentiality is granted, URCA publishes a redacted version of the submission, preserving the essence of the response while respecting the requester’s privacy.

URCA’s FAQs serve as a valuable resource for those seeking answers to common questions about URCA By accessing the FAQs section. For more information or assistance, please visit the URCA website or contact our team directly. We’re here to help you navigate the complexities of regulatory compliance and support your engagement with URCA’s activities.