Standards of Service

Service standards you can expect from Jersey Electricity

Network Connections

• We’ll confirm your enquiry within two working days
• We’ll send a quote:
  • Within 15 working days (simple work)
  • Within 25 working days (complex work needing upgrades)
• Make sure your form is complete to avoid delays
• Fuse / Meter Faults
  • If your power is lost due to a fuse or meter issue:
  • We’ll respond within 3 hours (working hours)
  • Or 4 hours (outside working hours)

Planned Interruptions

• We’ll give at least two days’ notice before planned outages

Unplanned Interruptions

• We aim to restore your power within 18 hours of being informed of the issue

Keeping Appointments

• We’ll work with you to agree a morning or afternoon visit and will always do our best to accommodate your preferred time whenever possible

Exemptions

(When standards may not be met)

• We can’t access your property safely
• Severe weather or external events
• Issues outside our control or third-party damage
• Legal reasons prevent us from meeting standards

Enquiries & Complaints

• We aim to resolve issues at first contact
• We’ll acknowledge your enquiry within two working days and give you a reference number
• We’ll keep you updated with clear progress reports
• Most enquiries will be resolved within 10 working days