ISLAND Energy is finalising plans for a “goodwill payment” to all its domestic customers who were left without gas during an Islandwide outage last month.
The firm said it was continuing to review the effects of the supply disruption to all its customers, with companies – including hard-hit hospitality businesses – being treated on a “case-by-case basis”.
An outage, beginning on 7 October, affected around 4,000 customers. While most Islanders had their gas switched back on the following weekend, some were still waiting weeks later.
Asked by the JEP for details of a compensation scheme – which the company originally said would be released over a month ago – an Island Energy spokesperson said: “We continue to review the effects of the supply disruption our customers experienced in October.
“One aspect we are still investigating is a payment to customers in recognition of the inconvenience caused.
“Business customers are now able to speak to our team about the disruption and there is a process for them to follow to show us any adverse effects they may have experienced. This is done on a case-by-case basis and in a way that complements any business insurance they may already have.”
The spokesperson added: “For our domestic customers, we are in the process of finalising our plans to offer a goodwill payment to each.
“As there are no pre-agreed or pre-planned conditions for payments to customers when disruption occurs, this process has to be worked through, an appropriate amount decided and we also have to establish the best way to apply any payment to our customers’ accounts.
“This has taken considerable time and is the reason for the delay in the announcement of our plan.
“We would ask that customers bear with us. We will inform them of our plans as soon as we are able.”
