1. ITV Report

IoM's Manx Gas announces customer charter

Protests were held outside of Tynwald and Manx Gas headquarters last month. Photo: Helen McKenna, ITV

The sole supplier of gas on the Isle of Man has announced the launch of a customer charter.

Manx Gas said its decision follows a backlash from customers over its standing charges, with protests by residents held in September.

The company says the charter is a clear framework for 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.

Treasury Minister Alf Cannan met with Manx Gas director Tony Nichols following the protests to discuss how to address the issues raised.

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.

– Director of Manx Gas Tony Nichols

The Manx Gas charter reads:

  • 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 over payment 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.