JPS Customer Care: How to Reach Them and Get Fast, Accurate Service

JPS (Jamaica Public Service Company Limited) is Jamaica’s national electricity utility, serving residential, commercial, and industrial customers across all 14 parishes. Incorporated in 1923, JPS has evolved from manual meter reads to smart metering, digital billing, and an omnichannel customer care model. Whether you’re reporting an outage, setting up a new connection, querying a bill, or disputing a charge, understanding how JPS customer care works will save you time and help you get the result you need.

Below you’ll find practical contact options, documentation requirements, expected timelines, and escalation pathways. The information is based on standard JPS practices and Jamaica’s utility regulations; for the most up-to-date specifics, always verify on the official site: www.jpsco.com.

Who JPS Serves and What Customer Care Covers

JPS supports hundreds of thousands of accounts islandwide, ranging from single-family residences and small shops to large industrial facilities. Customer care covers the full account lifecycle: applications for new service, meter installations and exchanges, billing and payment support, outage reporting and restoration updates, reconnection after disconnection, and investigations into high-consumption complaints or suspected meter issues. For businesses, JPS also handles tariff classification, demand charge queries, and power quality concerns.

Service requests are assigned a Service Request (SR) or ticket number for tracking. For most routine queries (balance requests, bill copies, name/address updates), resolution is same-day to 3 business days. Tasks requiring field work (new meter sets, meter tests, line inspections) commonly take longer, depending on permit approvals, safety checks, and crew scheduling. JPS publishes service commitments in alignment with Jamaica’s Office of Utilities Regulation (OUR) Guaranteed Standards; credits may apply when these standards are not met.

Direct Contact Channels

Phone: The 24/7 Call Centre is reachable at 1-888-CALL-JPS (1-888-225-5577). This is the primary line for outage reports, emergencies related to electricity infrastructure, billing questions, and service requests. Have your JPS account number, service address, and a callback number ready. Calls are logged to a ticket (SR) and you should request the SR number before ending the call.

Digital: Visit www.jpsco.com for the Customer Portal, outage information, and forms. The MyJPS mobile app (Android/iOS) lets you view balances, download bills, track usage (for smart meters), and submit certain requests 24/7. JPS also maintains active social channels for service updates and limited customer support: facebook.com/myjpsonline and twitter.com/myjpsonline. Never post full account numbers or personal IDs publicly; use direct messages when prompted.

In person and by mail: The JPS Head Office is at 6 Knutsford Boulevard, Kingston 5, Jamaica. Parish customer service offices typically operate Monday–Friday, 8:30 a.m.–4:00 p.m. (hours may vary; check the Locations section on www.jpsco.com before visiting). For document drop-offs or mailed correspondence, include your account number and a daytime phone number. If you submit documents in person, ask for a stamped copy as proof of receipt.

Billing, Payments, and Fees

Bills are generally issued monthly with a due date set roughly 10–15 days after the bill date. You can receive bills electronically via email or the MyJPS app; request e-Bill enrollment through the portal. Bills include your account number, meter number, rate class, billing period, kWh consumed, fuel and IPP charges, and any applicable GCT. If your meter couldn’t be read, the bill may be estimated; the following cycle is typically adjusted based on the next actual read.

Payments can be made through the JPS online portal, the MyJPS app, authorized bank partners, and designated bill payment agencies. Keep your receipt number; if you are paying to restore service, call 1-888-225-5577 after payment and provide the receipt so reconnection can be scheduled. Reconnection generally occurs the same day to 24 hours after verification for standard residential accounts, subject to safety and access. Security deposits, late fees, and reconnection charges vary by rate class and history; verify current amounts on www.jpsco.com or ask an agent to quote them before you pay.

Outages and Emergencies

For outages, use the 24/7 hotline (1-888-225-5577), the MyJPS app, or the portal to report the issue and receive a reference number. Provide exact location details, visible hazards (downed lines, sparking), and whether your neighbors are affected. Treat all downed wires as live and keep at least 10 meters (30 feet) away. In an immediate life-safety situation, contact local emergency services first, then notify JPS.

Planned outages for maintenance are usually announced in advance on www.jpsco.com and the official social channels. Restoration times can vary with weather, access, and the extent of damage. Critical facilities (hospitals, water plants) and public safety hazards are prioritized. After power returns, sensitive equipment should be powered on sequentially; if partial restoration or low voltage is observed, report it immediately and provide your SR number for linkage.

New Connections, Transfers, and Meter Issues

For a new residential connection, be prepared to provide government-issued ID, proof of address/occupancy (e.g., lease, property tax receipt), electrical inspection certificate where required, and contact details. After documentation and any required inspection approvals, typical timelines for a standard meter set run from 3–10 business days, depending on location and readiness of the premises. For account transfers (change of name/occupant), JPS may require a completed application form and proof of responsibility for the premises.

If you suspect a meter fault (e.g., no display on a smart meter, unusual acceleration without added load), log a meter test request. A meter test involves fees if the meter is found to be accurate within regulatory tolerances; if the meter is faulty, adjustments are applied and fees are waived. Do not tamper with meters, seals, or service lines—unauthorized interference is a criminal offense and leads to immediate disconnection, assessment of losses, and possible prosecution.

Disputes, Guaranteed Standards, and Escalation

When disputing a bill or service decision, file the complaint via the portal, app, or 1-888-225-5577 and obtain an SR number. Provide evidence (photos of meter readings, recorded load changes, receipts, prior correspondence). JPS will investigate, and you should receive updates within stated timelines. If a Guaranteed Standard is missed (for example, new connection timelines, appointments kept, or complaint resolution within the committed window), a credit is usually applied to your account automatically or upon verification—ask the agent to confirm the standard and the amount.

If you are not satisfied after JPS’s final response, you may escalate to the Office of Utilities Regulation (OUR), which oversees electricity standards in Jamaica. Visit our.org.jm for procedures and forms. Keep your JPS SR numbers, dates, and copies of all evidence; OUR will ask for them. Escalation is most effective after you have a clear JPS final position in writing or when statutory timelines have elapsed without resolution.

What to Have on Hand When You Call or Chat

• JPS account number, meter number, and exact service address (including parish and community or lot number).
• A recent bill amount or receipt number (for identification and payment verification).
• Clear description of the issue, when it started, appliances affected, and photos or short videos if relevant (e.g., meter display, downed line at boundary).
• Access details (gate code, caretaker contact) and the best callback number; for businesses, include operating hours and any scheduled shutdown constraints.

Having these details reduces back-and-forth, shortens investigation time, and helps agents assign the correct crew or back-office team on the first attempt.

Practical Tips to Speed Up Resolution

• Always ask for and record your SR number; use the same channel with the SR when following up to keep history intact.
• Use the MyJPS app to submit photos of meter reads right before bill end dates if you frequently receive estimates—this helps align billed usage with actual consumption.
• For reconnections, pay through channels that post in near-real-time (JPS portal/app or banking partners that confirm same-day), then call 1-888-225-5577 with the receipt.
• Before disputing a “high bill,” list any new or intermittent loads (water pumps, electric heaters, freezers, ACs), check for running leaks or appliances left on, and capture your meter index at the same time daily to establish a usage pattern.

If you rely on electricity for medical equipment, inform JPS and ensure your account reflects this status; also maintain a backup plan. For construction sites or new builds, coordinate inspections and load readiness before scheduling a meter set to avoid delays.