channel islands competition regulatory authority

Consumer Information

Guidance on Complaints

The majority of customers of utility service providers purchase standard products that are sold in high volume, such as the supply of electricity. These services are subject to standard terms and conditions. If you are unhappy with the service you are receiving from your service provider and wish to make a complaint, you should take the following steps:

Company Complaint Process
In the first place you should ask your service provider to try to resolve the complaint. Guernsey Electricity has a code of practice in place which sets out the procedures for handling complaints, including time limits for resolution.

Unresolved Complaints
If a complaint remains unresolved, either because you are dissatisfied with the outcome, or the target time in the code of practice has not been met, you can take the matter to the Trading Standards Service at the Department of Commerce and Employment who will act as an impartial body and attempt to find a fair outcome for all the parties involved.

If either party is dissatisfied with the outcome of their complaint to the TSS then they can ask that the matter be referred to the CICRA. The TSS will submit a report to CICRA, the complainant and the service provider and CICRA will progress the complaint in whatever manner it considers appropriate.

Nothing in this scheme is intended to prevent a customer from seeking resolution through the courts.

Complaints Departments

View the Guernsey Electricity Ltd Codes of Practice.

Submit a complaint to Guernsey Electricity Ltd via email.

You can make a complaint by email to or in writing to:

The Consumer Advisor
Trading Standards Service
PO Box 459, Raymond Falla House
Longue Rue, St Martins

CICRA Complaints Contact

For advice and information contact:

Channel Islands Competition and Regulatory Authorities
Suites B1 & B2 Hirzel Court
St Peter Port

Telephone: +44 (0) 1481 711120

Office hours 9am-5pm Monday to Friday

wai compliant

CICRA would like to thank VisitJersey, VisitGuernsey, The States of Alderney and Sark Tourism Committee for their kind permission, allowing CICRA to use images of the islands to illustrate our website. CICRA wishes to credit Gareth Hughes for his image of the Alderney Breakwater.