Manx Gas has announced today (31st October 2017) it is launching a Customer Charter as part of its continued commitment to listen to its customers.
The Charter is aimed at addressing all key concerns of customers. It provides a clear framework to the promise given by Manx Gas to deliver outstanding customer service by delivering accurate meter reading and billing, quality products and services along with reliability of supply.
Managing director Tony Nicholls said: “Some of our customers have expressed concerns regarding the Standing Charges and we’ve committed to work with Government in the upcoming Regulatory Review. This will be led by the Chief Minister’s Gas Regulatory Review Committee.
“We understand that the Committee will start its work early in 2018. That work will be complex and may take some time to complete. In the meantime, we want to ensure we do all we can to address some of the concerns those customers have by delivering on our Customer Charter.”
MANX GAS CUSTOMER CHARTER
• We will continue to operate and maintain our gas networks to provide a safe and secure supply.
• We will continue to invest in the gas infrastructure as part of our contribution to the island’s economic growth.
• We are committed, as part of the Regulatory Review process, to review our pricing structure.
• We commit to refund any overpayment on banding if we’ve made an error.
• We commit to getting back to you within 24 hours of your first contact.
• If you are a new customer, or you move into a new property, you can choose to go on Band ‘A’ for the first 12 months or go on the property historic band.
• We promise to review your Standing Charge banding on an annual basis, or sooner if your circumstances have changed.
• If you have individual needs (e.g. due to ill health, age, etc.) we will aim to adjust our services to meet your needs.
• We will continue to work closely with agencies of the third sector to help eliminate fuel poverty.
Mr Nicholls declared: “This Charter demonstrates the determination of Manx Gas to underline its unequivocal commitment to customers and any concerns they may have.”
