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.
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.