The Broadcasting Commission of Jamaica (BCJ) says Flow and Digicel, the country’s two main telecoms companies, breached their subscription television licences due to “poor and unacceptable customer service” in their handling of channel changes introduced last year.

“The operators’ treatment of subscribers demonstrated significant shortcomings that constitute substandard customer service,” it said Tuesday, adding that a review concluded that that both operators failed to adequately inform subscribers about programming changes.

The BCJ said Flow relied almost entirely on email notifications to communicate changes to customers, despite internal data showing that a majority of subscribers did not open the messages.