ISLAND Energy should have done a better job in communicating with customers during the recent gas outage, the Home Affairs Minister has told States Members.
Deputy Helen Miles said the utility company needed to learn lessons from the events in the ten days since the outage started, particularly in the light of having insufficient contact details for its customers.
Facing a series of questions from backbenchers in the States Assembly yesterday, the minister said it was her understanding that the gas provider had only email addresses for 40% of its customers, and mobile phone numbers for 20%.
She said: “Island Energy has been the first to admit that communication could have been better, and I share that view – lessons need to be learned.”
Deputy Miles said that the communication issues had been particularly poor in the early days of the outage, which began on Saturday 7 October, and that she believed it had subsequently improved, with the government offering support.
Some Members felt that the government should have done more in response to the situation. However, Deputy Miles repeated on several occasions that Island Energy was a private company.
“I met the chief executive yesterday and I was assured that they had identified the problem and specific steps needed to prevent a recurrence.
“There will be a full root-cause analysis and details of future steps, and that will be shared.”
Deputy Catherine Curtis asked the minister what she had done to ensure there was no safety risk to vulnerable customers.
Deputy Miles said it would have been “inappropriate and unhelpful” for the government to “interfere” in the utility company’s response, but said there had been assistance provided.
Support from government had included, Deputy Miles said, the Communications Unit helping to “cascade” information via social media, police and fire officers accompanying Island Energy staff as they interacted with customers and liaison with charities about whether they were aware of Islanders experiencing particular difficulties.
Deputy Miles said that the government was seeking information from Island Energy that she hoped would give assurance about how any future issues of this type would be dealt with.
She said she hoped this information would be provided voluntarily, but that the government had powers to mandate its release under the Emergency Planning Law if necessary.
Deputy Rob Ward asked whether it would be better for Island Energy to be nationalised. Deputy Miles said that this would be “a considerable step needing careful thought” and that at present she did not believe there was evidence of it being beneficial.
It is understood that dozens of Islanders were still waiting for their gas to be reconnected on Tuesday 17 October.
