Service Standards 2006 - 2007

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	1
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.	0
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	1
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	1
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	0

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%	97.99%
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%	99.79%
OS4	Customer correspondence	To answer supply or distribution queries within 10 working days.	100%
OS5a	Cable Enquiries	Respond to single site / cable enquiries inside one hour	97%	99.18%
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%

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