Manx Gas is launching a Customer Charter as part of what it says is its continued commitment to listen to its customers.

The dramatic move has come as the organisation has come under fire over its standing charges.

Earlier this month chief minister Howard Quayle said in his state of the nation address to Tynwald he was setting up his own committee to review Manx Gas prices.

Office of Fair Trading chairman Martyn Perkins told Tynwald a full review of the regulatory agreement between the OFT and Manx Gas was due to get under way next year, as already scheduled.

And following protests by customers Manx Gas announced it was reviewing its standing charges.

Now Manx Gas says the Charter is aimed at addressing all key concerns of customers.

It claims it provides a clear framework to the promise given by Manx Gas to deliver outstanding customer service by delivering accurate meter reading and billing, quality products and services along with reliability of supply.

Managing director Tony Nicholls said: ’Some of our customers have expressed concerns regarding the standing charges and we’ve committed to work with Government in the upcoming Regulatory Review.

’This will be led by the Chief Minister’s Gas Regulatory Review Committee.

’We understand that the committee will start its work early in 2018.

’That work will be complex and may take some time to complete.

’In the meantime, we want to ensure we do all we can to address some of the concerns those customers have by delivering on our Customer Charter.’

This is what the customer charter says:

lWe will continue to operate and maintain our gas networks to provide a safe and secure supply.

lWe will continue to invest in the gas infrastructure as part of our contribution to the island’s economic growth.

lWe are committed, as part of the Regulatory Review process, to review our pricing structure.

l We commit to refund any overpayment on banding if we’ve made an error.

lWe commit to getting back to you within 24 hours of your first contact.

l If you are a new customer, or you move into a new property, you can choose to go on Band ’A’ for the first 12 months or go on the property historic band.

l We promise to review your Standing Charge banding on an annual basis, or sooner if your circumstances have changed.

lIf you have individual needs (e.g. due to ill health, age, etc.) we will aim to adjust our services to meet your needs.

lWe will continue to work closely with agencies of the third sector to help eliminate fuel poverty.

Mr Nicholls added: ’This Charter demonstrates the determination of Manx Gas to underline its unequivocal commitment to customers and any concerns they may have.’