Many of the contracts for such services include dispute resolution procedures, for example Service Level Agreements for Private Circuits, or Agreements for Interconnection and Access based on the Reference Offer.

However, in the event of a disagreement or dispute between two or more licensees that has not been resolved under the contractual arrangements in place, the OUR dispute resolution procedures can be used and the OUR can intervene.

Regulatory or Licence Condition Complaints

Some customers in the utility markets, while not competing directly with the licensed operators, may rely heavily on services from a utility company. For example building contractors rely on the incumbent electricity company – Guernsey Electricity Ltd – to connect up electricity supplies to newly constructed office and residential complexes. The service provided to such customers may be subject to special regulatory rules or licence conditions.

If you believe a utility licensee has breached a regulatory rule or licence condition and the matter cannot be resolved directly with your service provider, you can use the OUR dispute resolution procedures to seek a resolution.