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 $60 |
$60
For each further 12-hour period (up to $60 |
$600
For each further 12-hour period (up to $600 |
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|
N.B. Customer compensation is not automatic.
See “How To Make A Claim For GES #1”. |
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| 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.