Telecommunications Provider FLOW is urging all of its customers to sign up to receive their bills electronically, but the Barbados Association of Retired Persons (BARP) wants the company to maintain a hybrid approach.
BARP is concerned that a complete digital shift could have negative implications on seniors who do not have access to digital platforms.
In a recent announcement, senior manager, customer experience, at FLOW Kerri-Ann Burke stated they were looking to phase out printed bills.
“Our goal is to encourage all customers to shift to electronic billing for added convenience and sustainability as soon as possible as there will come a point in the not-too-distant future where we will stop issuing printed bills altogether,” she said.
In response, BARP’s president Marilyn Rice-Bowen, while commending the move, has asked FLOW for a pause on its plans. She said that offering both digital and traditional paper billing formats was not merely beneficial but necessary.
“We are concerned about the implications this shift may have on seniors who may not have access to email or digital platforms. Several older adults may be unfamiliar with online billing systems, raising concerns about their ability to manage essential information regarding telecommunications services and paying for it,” she said.
Rice-Bowen said the hybrid option ensures accessibility for all because seniors and other customers without email access can receive their bills in a familiar and accessible format which is a paper statement delivered by mail.
“We urge FLOW to consider the diverse preferences and needs of all their customers, especially older adults who represent a significant segment of the population. Implementing a hybrid billing option is a simple yet impactful way to show commitment to inclusivity,” the president said.
She noted that the hybrid option would prevent disenfranchisement and allow seniors to maintain their independence.
“It is not just about convenience; it’s about ensuring that seniors are not left behind as technology progresses. It’s crucial for companies to recognise and accommodate the varying abilities of their customer base.
“We invite others in the community to support this initiative as we promote greater awareness and understanding of the needs of our senior citizens. We hope FLOW will take our advocacy to heart and work toward providing hybrid billing as a standard option,” she added.
In its announcement, FLOW said it began issuing e-bills over a decade ago and many customers were already capitalising on the service.
“With e-billing customers can view their bill any time on any device with very little to no lag time between production and delivery. There are several convenient payment options available such as our MyFlow app which is linked directly to your e-bill, as such payments are reflected immediately to your account,” Burke explained.
To support the effort, FLOW asked all customers to provide or update their personal contact information with a valid email address or mobile contact number.
Perhaps BARP and or national library should have free weekly courses on how to get up to date.