The Guernsey Competition and Regulatory Authority and Guernsey’s Trading Standards Service have agreed to collaborate to improve the way in which Guernsey consumers’ telecoms complaints are handled.
The co-operation agreement (MOU) between the two organisations will also see them working together more closely to raise awareness of their respective roles and exchanging information to ensure where possible that their approaches are consistent.
Until now, consumers who were unhappy with the service they received from their telecoms provider could make a complaint to the Guernsey Competition and Regulatory Authority (GCRA). While the GCRA could try to resolve things informally, which it was often able to do, it did not have formal legal powers to settle these disputes. In some cases, this may have left consumers feeling that they could not get disagreements with their telecoms provider resolved effectively.
In 2023, a new law gave Guernsey consumers important new rights when they buy goods and services in Guernsey. These include rights relating to quality and price as well as protection against unfair contract terms. Under this new law, Trading Standards Service (TSS) is now formally recognised as the body responsible for consumer protection in Guernsey and has new powers to make sure that consumers aren’t harmed by unfair trading practices, which include the ability to take enforcement action as well as dealing with consumer complaints.
Because TSS now has stronger powers to deal with consumer complaints than the GCRA has, the two organisations have entered into a co-operation agreement under which consumer complaints about their telecoms provider will be directed to TSS. The two organisations will work flexibly together so that if a pattern of similar complaints emerges, these may be passed back to the GCRA, which has stronger powers than the TSS to deal with “market wide” issues. They have also agreed to co-operate and exchange information more generally in order to benefit both consumers and businesses.
Michael Byrne (pictured), Chief Executive of the GCRA said: “This is an important step forward in protecting consumers in Guernsey. While no telecoms provider wants to fall out with its customers, situations do arise that cannot be resolved directly. Having an independent third party to turn to is an asset for consumers and this MOU plugs a gap in the complaints process.”
Robin Gonard, Chief Trading Standards Officer of the TSS said: “We are delighted we have been able to design a solution for Guernsey consumers, that brings together a wealth of experience and knowledge from two key organisations that are focused on achieving the best outcomes for customers and the telecoms providers themselves. By offering a professional, independent review mechanism, we believe this will benefit consumers and providers alike.”
