Service Standards 2002 - 2003Service Standards 2004 - 2005
Guaranteed Service Standards for Guernsey Electricity Limited
| Code | Service | Performance Level | Penalty Payment | Payments Made |
| GS1 | Service Fuse Failures | To repair faults inside GEL's electricity network within three hours of notification. | £25 | 0 |
| GS2 | Restoring Supplies | Supplies must be restored within 18 hours (except in exceptional circumstances as approved by the OUR). | £50 domestic customers, £100 non-domestic. Domestic and non-domestic entitled to £25 for each additional 12 hours. | 8 |
| GS3 | Providing a Supply | To connect new customers with an existing supply of electricity within three working days. | £25 | 0 |
| GS4 | Supply Interruptions | To give customers at least five working days notice when the supply of electricity is to be temporarily interrupted during planned maintenance work. | £25 | 0 |
| GS5 | Voltage complaints | To investigate the reasons within seven working days and correct within six months. | £25 | 0 |
| GS6 | Charges and Payments | If a customer makes a written (including fax, email) query regarding the account for the supply of electricity or method of payment which requires a reply, the company will make that reply within three working days. | £25 | 0 |
| GS7 | Meter Disputes | To investigate and explain why meters might be operating outside acceptable margins of error within seven working days. | £25 | 0 |
| GS8 | Pre-payment meters | When a GEL prepayment meter has failed, GEL will visit the customers' premises within four hours of notification. | £25 | 0 |
| GS9 | Changing a meter | When a customer wants to change method of payment or tariff, GEL will change the meter within seven working days. | £25 | 0 |
| GS10 | Making and Keeping Appointments | GEL must offer and keep a morning or afternoon appointment, or a timed appointment if agreed with GEL (within 30 minutes and excludes non-core business). | £25 | 6 |
|
GS11 |
Notifying customers of payments owed under the standards |
Payment to be made within 10 working days (excluding exceptional circumstances approved by the OUR). |
£20 |
2 |
|
GS12 |
Estimate of charge |
When a new electrical supply needs to be installed or an existing supply altered, GEL to provide an estimate of the charge within five working days. |
£10 |
2 |
Overall Service Standards for Guernsey Electricity Limited
|
Reporting Code |
Service Standard |
Service |
Target |
% Achieved |
|
OS1 |
Restoring Supplies |
Minimum percentage of supplies to be reconnected following faults within three hours. |
90% |
94.75% |
|
OS2 |
Estimate of charge |
To be provided within 15 working days if significant network reinforcement is required. |
97% |
100% |
|
OS3 |
Meter Readings |
To obtain actual meter reading from all customers at least once a year. |
99.5% |
99.69% |
|
OS4 |
Customer correspondence |
To answer supply or distribution queries within 10 working days. |
100% |
100% |
|
OS5a |
Cable Enquiries |
Respond to single site / cable enquiries inside one hour |
97% |
99.26% |
|
OS5b |
Cable Enquiries |
Respond to multiple site / cable enquiries within two working days |
98% |
100% |
|
OS6 |
Pollution |
Answer complaints regarding pollution within eight hours of notification. |
98% |
100% |
|
OS7 |
Relocating meter |
Relocating meters at customer's request within 15 days. |
95% |