The majority of customers of utility service providers purchase standard products that are sold in high volume, like postal services, supply of electricity or telephone calls. 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:

Company Complaint Process
In the first place you should ask your service provider to try to resolve the complaint. The larger OUR licensees all have a code of practice setting out how to make a complaint and the procedures it has in place for handling the complaint, including time limits for resolution. Guernsey Electricity, Guernsey Post, Cable & Wireless Guernsey, Wave Telecom and Airtel-Vodafone each have a code of practice in place which sets out the procedures for handling complaints which can be obtained from the following links:

• Go to Guernsey Electricity code of practice
• Go to Guernsey Post customer charter
• Go to Cable and Wireless Guernsey code of practice
• Go to Wave Telecom Customer Code of Practice
• Go to Airtel-Vodafone Customer Code of Practice

To submit a complaint via email, contact;

• admin@electricity.gg
• www.guernseypost.com/contact/ 
• contact@surecw.com
• customerservices@wavetelecom.com
• 121@airtel-vodafone.gg

Unresolved Complaints
If a complaint 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 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 OUR. The TSS will submit a report to the OUR, the complainant and the service provider and the OUR will progress the complaint in whatever manner it considers appropriate.

Nothing in this scheme is intended to prevent a customer from seeking resolution through the courts.