GE’s new online billing system is in chaos

Some years ago, we were encouraged, nay bullied, into ditching paper bills and going online where we could read our statements and pay accordingly (well, pay over the top mostly). Now you can’t do anything online because their new system is in chaos. When trying to sort out my account I was told getting access to our statements was now being taken away. So come on Guernsey Electricity, what’s going on? Where is this hidden agenda you are keeping from us? And why can’t we see our bills?

David Vowles

Steven Parks, head of customer experience at Guernsey Electricity, replies:

We had to replace our previous billing system in May 2021 as it was no longer supported and was not fit for the future requirements of our customers. While we transitioned, there was a short period where all online services were unavailable. However, these have been restored and customers can pay their bills and submit meter readings online. There is a change to viewing statements online via a login area, but we have improved this and now customers can have their electronic statements emailed directly, removing the need for user names and passwords.

Customers that would like copies of historical statements should contact our customer accounts team at customer@electricity.gg to arrange this.

We understand that the new bills may cause some confusion during this time of billing system transition. We are working hard to improve online self-service functions and I would like to reassure customers that these improvements are on the way. I would urge anyone with questions or concerns to contact our customer service team who are on standby to assist with all queries.