Guernsey Electricity has begun to use a new system for Islander’s electricity bills, replacing the previous system which had become obsolete and unsupported. This is part of a long-term project to improve business processes and customer service.
All customers receiving the bills from the new system will also receive a leaflet explaining the changes, along with contact details should anyone have any queries or questions regarding their bill and the information it contains.
Steven Parks, Guernsey Electricity’s head of customer experience said, ‘We are very pleased that the new system is now in operation as it gives us a dynamic and secure system, that will enable us to improve the service we offer our customers. Indeed, we can now offer e-billing and would encourage customers to switch, which they can do via our website.
The first statement that customers have begun to receive does look different from the usual, however this is to allow us to show information from both systems. We understand this is causing some confusion as the opening transactions section contains the balance from the old system combined with any transactions up until the statement was produced from the new system. This first statement doesn’t detail the transaction history, so it may appear unclear about how we have come to this figure.
We’d urge any customers to get in touch if they have any questions about their account, and I’d like to reassure that we have increased our customer service capacity at this time in preparation for the changes. We ask for customers to be mindful that lines may be busy as we anticipate more queries than usual whilst our team also familiarise themselves with the new system.’
Changes Islanders can expect to see on their bill are the new customer reference numbers and amends to the standing charge, as this will change to being charged in arrears rather than in advance. The move to the new and improved system is not linked to any change in tariffs.
For more information please contact the customer service team on +44 (0) 1481 200700
