Emergency? Danger to life 999 Faults, working hours 22255 Faults, out of hours 22602
About us

How we are regulated

Connect is a monopoly supplier. This page sets out who holds us to account, what they can require of us, and what you can do if you think we have got something wrong.

There is one electricity supplier, one water supplier and one wastewater provider on St Helena, and they are all us. Customers cannot switch. That is precisely why independent regulation exists, and why we publish more than we are strictly asked to.

The Utilities Regulatory Authority

We are regulated by the St Helena Utilities Regulatory Authority. Its role includes:

  • Approving the tariffs we may charge
  • Setting and monitoring standards of service
  • Reviewing our performance against those standards
  • Acting as the escalation point for complaints we have failed to resolve

What this means in practice

Tariffs are not ours to set. The rates on the tariffs page are those approved by the Authority, effective from the date shown. The full signed schedule is published in the documents library.

Performance is reported, not asserted. Supply interruptions, restoration times and water quality results are recorded and published. The supply status page carries every planned and unplanned interruption with a reference number, so the record is visible as it happens rather than only in an annual summary.

Water quality is published in full. Quarterly laboratory reports and the annual report go up as issued, in the water quality section.

If you think we have got it wrong

  1. Tell us first. Most issues are resolved fastest by contacting us directly: 22255 or enquiries@connectonline.co.sh.
  2. Use the formal procedure. If that does not resolve it, our complaints procedure sets out the stages and our response times.
  3. Escalate to the Authority. If you remain dissatisfied once our procedure is exhausted, you can take the matter to the URA. Using our procedure first does not limit that right.

Company governance

Connect Saint Helena Ltd is a commercially operated, government-owned utility company that provides electricity, water, and wastewater services to the communities of St Helena Island. Owned entirely by the St Helena Government (SHG) on behalf of the island, its governance structure ensures public accountability while operating with commercial efficiency. See Board & management for the structure, and the annual report and accounts for the audited position.