How to complain
What to do if we get something wrong, what response times to expect, and how to escalate beyond us.
You cannot switch supplier, so a complaints process that actually works matters more here than it would elsewhere. This page summarises our procedure; the full document is in the documents library.
Stage 1: Tell us
Most things are resolved fastest by telling us directly.
- Phone 22255, Monday to Friday, 08:30–16:00
- Email enquiries@connectonline.co.sh
- Write to us at Seales Corner, Jamestown, STHL 1ZZ
- Call in at the main office
What helps us: your account number, what happened and when, and what you would like us to do about it.
What to expect: acknowledgement within 2 working days, and a substantive response within 10 working days. If we need longer (because something has to be investigated on site, for example), we will tell you why and when to expect an answer.
Stage 2: Ask for it to be reviewed
If you are not satisfied with the Stage 1 response, ask for the matter to be reviewed by a senior manager who was not involved in the original decision. Say that you are requesting a Stage 2 review.
What to expect: a written response within 20 working days.
Stage 3: Escalate to the regulator
If our procedure is exhausted and you remain dissatisfied, you can take the matter to the St Helena Utilities Regulatory Authority, which oversees our standards of service and can consider complaints against us independently.
Using our procedure first does not limit that right, and we will not treat an escalation as a reason to stop working on the issue.
Things that are not complaints
Some things are faster to fix through another route:
- Supply off, burst, blockage or a safety hazard: report a fault or call, do not use the complaints process
- A bill that looks wrong: submit a meter reading first, then call us; most billing queries are resolved on the phone in one call
- A request for a document: email enquiries@connectonline.co.sh
What we do with complaints
Complaints are logged, categorised and reported to the Board, and the volumes and themes are reported to the regulator. If several people raise the same thing, that is treated as evidence of a process problem rather than a series of individual incidents.