Customer Complaint Handling Process
Here at Guernsey Electricity we place great importance on delivering the highest standards of service to all of our customers.
We are committed to providing excellent customer service on all occasions but inevitably in spite of our best efforts things can and do go wrong.
If any of our customers receive poor service then it is our belief that that customer should report it to us.
Without our customer's feedback by way of a complaint, suggestion or comment how else can we learn by our mistakes?
Therefore, in our efforts to provide excellent services, we do need you to help us to help you.
Our commitment to you
We believe it should be easy for customers to voice their concerns. Customers can use any method of communication they wish to contact us. We accept complaints, suggestions and comments in writing, over the phone, in person, by fax or by e-mail.
Our aim is to deal with them: -
- as quickly as possible.
- fairly, effectively, efficiently and with courtesy and understanding.
- offering apologies when we have got it wrong.
- ensuring a satisfactory outcome.
How to make a complaint
Guernsey Electricity has made it as easy as possible for customers to talk to us with a wide variety of communications channels open to you.
If writing, address your letter to Guernsey Electricity, FREEPOST, Guernsey, GY1 5SS.
If phoning, call our main office on 200700 tell the operator what your call is about and our operator will put you through to the correct department who will deal with your enquiry directly.
Calling in person, pop into our main offices at the above address, explain to the receptionist what your visit is about and they will call someone to talk with you.
Alternatively, if your enquiry relates to a purchase from one of our shops you can call into either shop and talk to the shop manager.
Faxing in, simply fax into our main office, the fax number is 246942.
E-mailing, simply e-mail using the e-mail address firstname.lastname@example.org
What we need to know
When you are making a complaint, we need to know: -
- Your name, address, phone number and if possible your electricity account number.
- What you are complaining about.
- When and where it happened.
- Who was involved?
- What you lost or suffered.
It would also be helpful if you can show us, or make reference to, any documents that may explain the background to your complaint. This will help us resolve your complaint quickly and efficiently.
How we will deal with your complaint
Whether phoning, calling or writing in, your enquiry/complaint will be directed to, and dealt with by the most appropriate section able to provide a reasoned response. Every effort will be made to answer your enquiry and or to resolve your complaint there and then.
Where we are unable to provide our response immediately we will reply by telephone, in writing or where necessary by personal visit.
Where the matter is resolved over the phone or during a meeting and you require written confirmation please ask our member of staff to reply in writing and we will be glad to do so.
How soon will we reply?
We endeavour to reply as soon as possible and our aim is to respond to all complaints within 3 working days.
Inevitably some issues cannot be resolved as quickly as both you and we want. For example, we may need to carry out detailed investigation or install test equipment to obtain necessary information. On these occasions our reply will be sent within 3 working days of the completion of our investigation.
What if you are not satisfied?
We will make effort to sort out your complaint and provide you with our reasoned response as soon as possible. However, if you are not happy with that response or our actions PLEASE TELL US.
If you are not satisfied with how your call was handled or with our response we want to know. Please call and ask to speak to the Customer Service Manager and ask to have your complaint reviewed. Your complaint will then be reviewed personally by the Customer Service Manager or by a member of our Senior Management Team.
If a complaint or disagreement remains unresolved for one month either party may refer it to Trading Standards Service of the Board of Industry - see paragraph under "Unresolved complaints".
Recording of complaints
On receipt of a complaint no matter how it was received, the member of staff will complete a "complaints handling form", recording all the necessary information of the incident. This includes any written notes regarding the content of any conversation, and what action was necessary to resolve the matter.
When a complaint remains unresolved, either because the consumer is dissatisfied with the outcome, or the target time for resolution has been exceeded, the consumer can decide if they wish to take the matter further.
To do so an approach must be made to the Trading Standards Service of the Board of Industry (contact details below)
Trading Standards will act as an impartial body and will attempt to find a fair outcome for all of the parties if it identifies that GE have not adequately resolved the matter. If Trading Standards believe GE acted reasonably the consumer will be informed of this.
However if the complaint relates to GE's licensed businesses (i.e. generation, conveyance and supply) and still remains unresolved the consumer can ask that the matter be referred to the Office of Utility Regulation who, in turn will receive a report from the Trading Standards Service. The consumer and GE will receive copies of the report. OUR will progress the complaint in whatever manner it considers appropriate. The OUR will not be able to resolve complaints concerning GE's non-core activities such as retail, except where the complaint concerns a linkage with the licensed business.
The Trading Standards Service will periodically report to the Office of Utility Regulation to provide details of complaints it has received under this scheme.
Nothing in this scheme is intended to prevent a consumer from seeking resolution through the courts.
The Consumer Advisor
Trading Standards Service
PO Box 459
Tel: 01481 234567
Fax: 01481 235 015