Guernsey Electricity customers ask for more transparency on costs and an end to “unfair” billing
- A survey has focused on how Guernsey Electricity services and tariffs can change.
- Priorities identified include the cost of electricity, security of supply, and digital enhancements.
- Customers seek more transparency regarding pricing.
- Guernsey Electricity will incorporate feedback to inform future tariff applications and service reforms.
Electricity customers want more transparency on their bills and believe there is unfairness in how they are being charged.
The comments were made in a recent survey conducted by Island Global Research on behalf of Guernsey Electricity which ran for three weeks in September.
It saw participation from 3,617 islanders, representing over 6.5% of the resident population aged 16 and above.
The feedback highlighted that the primary concern for most respondents is the cost of electricity, followed closely by the security of supply.
Participants also expressed a desire for greater transparency regarding the factors contributing to price increases and how GEL reinvests tariff revenues.
Many respondents indicated dissatisfaction with the current methodology of recovering fixed costs through the standing charge, labeling it as "unfair."
There was an appeal for electricity bills to be more predictable and for customers to receive advance notice of potential price increases.
In response to these concerns, Guernsey Electricity said it is committed to enhancing transparency about cost structures and the methods for recovering fixed charges in the future.
Any modifications to the standing charge will depend on the completion of a cost reflectivity exercise and the rollout of new domestic electricity meters.
The company plans to explore options that offer more predictable notifications of future price changes.
The survey findings further indicate a strong customer demand for an enhanced digital experience, including an app that allows users to monitor their consumption and receive advice for improving energy efficiency.
Prepayment meter customers expressed a preference for the ability to top up these meters from home.
Gareth Wordingham, Customer, Product and Innovation Lead at GEL, said: "This is the biggest customer feedback survey we have undertaken in a decade, and we would like to thank everyone who took the opportunity to participate. The next step for us is to set out a clear pathway for tariff reform, including an explanation of how fixed costs are going to be recovered."
Christian Lacey-Brennan, Head of Communications and Engagement at GEL, said: "This survey was not a PR exercise for Guernsey Electricity. I would like to reassure our customers that we are listening, and we will act on the results. Whilst it may take several years to fully implement some changes, we will provide customers with updates on progress throughout."
Lindsay Jefferies, Managing Director for Island Global Research, said: "Islanders wanted to share their views on electricity services and pricing, and we were pleased to be able to help to facilitate this. We are delighted with the response rate, which was completed by more than 3,600 residents from a broad demographic."
Guernsey Electricity is preparing for its 2026 tariff application to the States' Trading Supervisory Board.
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