channel islands competition regulatory authority

Consumer Information

18 October 2013 - CICRA has issued an open letter to Sure following a public consultation - Billing Practices for Fixed Telecommunications Service (12/47).   A report has been provided by Island Analysis.



 

 


Guidance on Complaints

The majority of customers of utility service providers purchase standard products that are sold in high volume, such as telecommunications services. 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:

Register your complaint with the service provider

In the first place you should ask your service provider to try to resolve the complaint. 

JT, Airtel Vodafone and Sure each have a code of practice in place which sets out the procedures for handling complaints, including time limits for resolution.

Jersey

JT Code of Practice
Airtel Vodafone Customer Code of Practice
Sure Code of Practice
Newtel

Guernsey

Sure Code of Practice
Airtel Vodafone Guernsey Code of Practice 
JT Code of Practice



Trading Standards

Unresolved Complaints
If a complaint made in Guernsey 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.

You can make a complaint by email to Guernsey Trading Standards  ts@commerce.gov.gg or in writing to:

The Consumer Advisor
Trading Standards Service
PO Box 459, Raymond Falla House
Longue Rue, St Martins
Guernsey
GY1 6AF

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.





Complaints Departments

Jersey

Contact details for the telecoms providers can be found below
 
JT

PO Box 53
No 1 The Forum
Grenville Street
St Helier
JE4 8PB

01534 882882
Online Contact Form

Airtel Vodafone
 
Customer Services Department
1st Floor, Le Masurier House
La Rue Le Masurier
Jersey
JE2 4YE

121 from an Airtel Vodafone handset or 07829100121
Email: 121@airtel-vodafone.je

Sure

Customer Complaints
Sure (Jersey) Limited
PO Box 466
St Helier
Jersey
JE4 9WS

0808 10 15 247
Email: complaints@sure.com

Y:tel
01534506464

Guernsey


Contact details for the telecoms providers can be found below 

Sure Guernsey
complaints@sure.com
01481700700

JT
Po Box 53
No 1 The Forum
Grenville Street
St Helier
JE4 8PB
01481 882882

Airtel Vodafone Guernsey

Customer Services Department
1st Floor, Le Masurier House
La Rue Le Masurier
Jersey
JE2 4YE

121@airtel-vodafone.gg  
07839 700121




CICRA Complaints Contact

For advice and information contact:
           
Suite 4, 1st Floor
La Plaiderie Chambers
La Plaiderie 
St Peter Port 
Guernsey 
GY1 1WG

Telephone: +44 (0)1481 711120 
Email: info@cicra.gg  

Office hours 9am-5pm Monday to Friday
     Or:

2nd Floor Salisbury House 
Union Street 
St Helier 
Jersey 
JE2 3RF 

Telephone: +44 (0)1534 514990 
Email: info@cicra.je 

Office hours 9am-5pm Monday to Friday 



Mast Audit Information

All telecoms operators are responsible for ensuring that emissions from their radio masts meet the standards set down by the International Commission for Non-Ionising Radiation Protection (ICNIRP).  The ICNIRP emission standards are recognised by the World Health Organisation, and are used within the European Union and other regions as a benchmark against which to measure radiofrequency transmissions.

During mast audits, measurements of emissions are taken and compared against the ICNIRP standards. The audit also examines safety processes and procedures that each operator has in place to secure their on-going compliance with their licence obligations, and to ensure the safety of the public, their own staff and others who may come into contact with the mast sites.

Access to information

View Mast Audit Data for Guernsey

View Mast Audit Data for Jersey

Members of the public may also request copies of the reports for any masts free of charge by contacting CICRA by e-mail or phone.


Disclaimer
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.