Consumer Information

• Guidance on Complaints
• Complaints Departments
• Trading Standards
• CICRA Complaints Contact
• Mast Audit Information

 

The majority of customers of utility service providers purchase standard products that are sold in high volume, such as telecommunications services. 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:

Register your complaint with the service provider

In the first place you should ask your service provider to try to resolve the complaint. 

Cable & Wireless Guernsey, Wave Telecom and Airtel Vodafone Guernsey Ltd each has a code of practice in place which sets out the procedures for handling complaints, including time limits for resolution.

Jersey

Jersey Telecoms Consumer Code of Practice
Airtel Vodafone Jersey Code of Practice
Sure: Cable & Wireless Code of Practice
Newtel

Guernsey

Cable & Wireless Terms and Conditions 
Airtel Vodafone Guernsey Code of Practice
Wave Telecom Code of Practice

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

Jersey

Contact details for the telecoms providers can be found below

Jersey Telecoms: email: customerservices@jerseytelecom.com 

https://www.jtglobal.com

Airtel Vodafone: email: 121@airtel-vodafone.je

Customer Services Department
26 Queen Street
St Helier
Jersey
JE2 4WD

Sure Cable and Wireless: email: hello@surecw.com

King Street
St Helier
Jersey
JE2 4WE

Newtel: email: mail@newtel.je

Guernsey

Contact details for the telecoms providers can be found below

Cable & Wireless Guernsey: contact@surecw.com

Wave Telecom: customerservices@wavetelecom.com

Airtel Vodafone Guernsey: 121@airtel-vodafone.gg  

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

If you wish to write to the Office of Utility Regulation, our address is:              Suites B1 & B2  Hirzel Court  St Peter Port  Guernsey  GY1 2NH              You can also telephone us on +44 (0)1481 711120  Or fax us: +44 (0)1481 711140  Our email address is: info@cicra.gg   Our office hours are from 9am-5pm Monday to Friday

If you wish to write to the Jersey Competition Regulatory Authority, our address is:  2nd Floor  Salisbury House  Union Street  St Helier  Jersey  JE2 3RF  You can also telephone us on +44 (0)1534 514990  Or fax us on : +44 (0) 1534 514991  Our email address is: info@cicra.je  Our office hours are from 9am-5pm Monday to Friday

All telecoms operators are responsible for ensuring that emissions from their radio masts meet the standards set down by the International Commission for Non-Ionising Radiation Protection (ICNIRP) which is recognised by the World Health Organisation. The ICNIRP standard is recognised within the EC and other regions as the highest and most relevant standard against which to measure wireless transmissions.

During mast audits, measurements of emissions are taken and compared against the ICNIRP standard. The audit also examines safety processes and procedures that each licensee has in place to ensure their on-going compliance and to ensure the safety of the public, their own staff and others who may come into contact with the mast sites.

Access to information

View Mast Audit Data for Guernsey

View Mast Audit Data for Jersey

Consumers may request copies of the reports for any masts in their neighbourhood free of charge.