The telecommunications industry regulator has widened its investigation into billing errors by BTC.

The errors led to hundreds of business customers being hit with extra charges for services dating back a year, but now the Regulatory Authority is investigating whether residential customers were also impacted.

“The Regulatory Authority is further investigating whether the billing errors by BTC for its business customers (explained in the Authority press release of December 13, 2016) may represent a wider issue with its billing practices, which may include residential customers,” the RA stated.

“All BTC customers, whether business or residential, are advised to check whether unexpected charges have been included in their bills. The billing errors being investigated by the Authority may date from September 2016 (in terms of increased and/or unclear charges being made to customers by BTC).

“If customers identify a discrepancy in their bill, they should submit a complaint in writing to BTC at request@btc.bm. It is important that customers are aware that, in accordance with BTC’s terms and conditions, customers are not liable for disputed charges until the dispute is rectified. However, customers do remain liable to pay all undisputed charges to avoid disconnection of service.”

The RA added that it would make another statement when it has concluded its investigation.

It added that customers who do not receive a response from BTC can notify the RA via its website at www.rab.bm.