Contact AEL

Office:

Alderney Electricity Ltd
Maison des Venelles
Les Venelles
Alderney
GY9 3TW

Tel: 01481 822715

Fax: 01481 823285

Email: manager@alderney-elec.com

Opening hours: Monday to Friday, 8.45am to 4.30pm


Emergencies (night)

In an emergency at night please phone 01481 822155


AvGas:

To order AvGas please phone 01481 824666

AEL Customer Service

• We will respect and treat all our customers fairly and equally.
• We will provide access to our services 24/7 via our website, www.alderney-elec.com. This provides facilities to submit a meter reading, submit a fuel order (subject to conditions), check information and make payments, have your say and find information and map details. We will try to encourage and support customers to use our website as our preferred and most efficient method of contact.
• All employees will identify themselves and carry appropriate documentation if they visit you.
• Office opening hours and contact details will be clearly displayed in the AEL offices, on our website and within appropriate literature.

Our Customer Service standards

If you email us we will:
• Reply within two working days with a meaningful response or an acknowledgement advising when a full response will be provided.
• Give you the name and email address of the person dealing with your enquiry, where we have been unable to answer your enquiry immediately.
• Reply to you in plain English.

If you telephone us we will (within normal working hours):
• Strive to answer calls within 30 seconds
• Call you back if you ask us to
• Strive to answer your enquiry immediately or return your call with an answer the same day. Where this is not possible, we will call you back let you know when a full response will be provided
• Give you the name and contact details of the person dealing with your enquiry, where we have been unable to answer your enquiry immediately.

If you write to us we will:
• Provide a meaningful response within 10 working days. Where this is not possible, we will let you know when a full response will be provided
• Reply to you in plain English.

If you visit us we will:
• Greet you in a polite and helpful manner
• Let you know the reason for your wait if a pre-arranged appointment has been delayed.
• Arrange a private interview room if required.

If we visit you we will:
• Arrange an appointment in advance, if that is appropriate
• Provide you with our identification before entering your property
• Let you know of any information we may need before we visit
• Give you as much notice as possible if an appointment has to be altered or cancelled

What we ask of you
To help us deliver the best service we can, we ask that all customers:
• Are courteous and respectful towards us
• Provide any information we need as soon as possible
• Let us know if you need a service to be provided in a different way to meet your individual needs

Help us to improve our service
• We welcome your comments on the service we provide. We will use them to help us to improve our service.
• If you would like to make a suggestion of improvement, you can complete our online form or alternatively you may contact us details in the full document below.
• If you think something has gone wrong, we need to know so that we can put it right. There is a formal complaints procedure that is easy to use.