Guaranteed Electricity Standards

The Regulated Industries Commission has set eight Guaranteed Electricity Standards (GES) designed to ensure that T&TEC provides a superior quality of service to each of its customers.

Customer’s Right To Compensation

In the event of our failure to meet any one of these Standards, T&TEC is required to pay compensation in prescribed amounts to the affected customer.  This compensation will be automatically credited to the customer’s account, except in the case of GES 1, where the affected customer is required to make a written claim within three months of the breach.

It’s YOUR Right To Expect
STANDARD COMPENSATION
GES1 Restoration of electricity
within ten (10) hours after an unplanned outage on the distribution system.
RESIDENTIAL COMMERCIAL INDUSTRIAL
$60

For each further 12-hour period (up to
two periods)

$60

$60

For each further 12-hour period (up to
two periods)

$60

$600

For each further 12-hour period (up to
two periods)

$600

N.B. Customer compensation is not automatic.
See “How To Make A Claim For GES #1″.
GES2 An electricity bill within 60
days of a Residential or Commercial service connection and within 30 days of an Industrial service connection.
RESIDENTIAL COMMERCIAL INDUSTRIAL
$50 $50 $50
GES3 Reconnection of electricity
within 24 hours after settling overdue amounts or reaching agreement on payment schedule.
RESIDENTIAL COMMERCIAL INDUSTRIAL
Refund Refund Refund
GES4 Twenty-four (24) hours notice
of our inability to keep an appointment.
RESIDENTIAL COMMERCIAL INDUSTRIAL
$50 $50 $50
GES5 A visit from us within 24 hours
in response to a voltage complaint and correction of a voltage condition within 15 working days.
RESIDENTIAL COMMERCIAL INDUSTRIAL
$50 $50 $600
GES6 A substantive reply to written
billing and payment queries within 15 working days.
RESIDENTIAL COMMERCIAL INDUSTRIAL
$50 $50 $50
GES7 A new connection of electricity
within 3 working days.
RESIDENTIAL COMMERCIAL INDUSTRIAL
$50 $50 $50
GES8 Compensatory payments owed under Guaranteed Standards within 60 working days for Residential and Commercial customers and within 30 working days for Industrial customers. RESIDENTIAL COMMERCIAL INDUSTRIAL
$50 $50 $50

Note:  The above standards will not be in effect during a period of Force Majeure.

How To Make A Claim For GES #1
*

Visit our nearest Customer Service Centre where our representatives will be on hand to assist in the completion of the Claim Form.

Claims must be made in writing within three months of the breach of GES #1.