Transcription
Welcome toresidential gasand electricityIt helps if it's Bord Gáis Energy01 611 01 01 bordgaisenergy.ieBGE/DF/WP/0619
Natural gas andelectricityfor your homeHello and welcome to Bord Gáis Energy!3Getting started4Keep track online and on the go5Boiler Services6Your gas bill explained8Your electricity bill explained10Payment options12Frequently asked questions13Contact us15Customer charter – our commitmentto you17Level Pay Terms and Conditions19June 2019
1Hello and welcometo Bord Gáis Energy!Thanks for choosing us as yourgas and electricity supplier. We’redelighted to have you as a customerand we’ll do everything we canto make sure you’re happy withour service.Your welcome guideThis booklet has all the information you need to manageyour account. We’ll show you how to take meter readings,learn about payment options and manage your bills.Talk to us any timeWe’re committed to helping you and improving what wedo, so we’d love to hear what changes you would like tosee. Let us know if there’s anything you think we could dobetter. You’ll find all our contact details on page 15.NATURAL GAS AND ELECTRICITY FOR YOUR HOME3
2Getting startedWe like to keep things simple. Every twomonths, we’ll calculate what you owe eitherfrom a meter reading or estimate from GasNetworks Ireland or ESB Networks. Thenwe’ll send out your bill.Options to suit youYou can pay your bill by Direct Debit or with your debit cardor credit card online or over the phone.You can also pay by cash at the Post Office, PostPoint andPayzone outlets, or by sending us a cheque.Find out moreTo learn more about our price plans and how wecalculate your bill, check out bordgaisenergy.ie orcall us on 01 611 01 01.Check out pages 8-11 for a useful guide to understandingyour bill or you’ll find a handy list of FAQs on page 13.Keep your bills low by checking out our energy efficiencytips on bordgaisenergy.ie. Free, easy and simple!4NATURAL GAS AND ELECTRICITY FOR YOUR HOME
3Keep track onlineand on the goWe’ve made it easy for you to keep trackof your gas and electricity use and costs.You can download our iPhone app or log into youraccount at bordgaisenergy.ie and enjoy the followingservices at the click of a button: Upload your own meter readings to ensure your bill isalways based on your actual usage. You’ll also find ahandy guide on how to take your meter reading. Check your balance whenever it suits you and easilymonitor your gas and electricity use. See when your last bill was due and how much it was. Send us your queries or ask us to give you a call. Find all the contact details you need.Go paperlessOnce you’re registered online, you can choose to havepaperless billing.We’ll email you when your bill is ready for you to viewonline or on our app. You’ll no longer receive bills in thepost, but you can print your bill from our site at anytime online.If you have multiple accounts, you can choose paperlessbilling for some and still have bills posted to you forothers. You’ll find this option in the Choose Accountsection of the site.Our phone servicesYou can also manage your account and talk to us aboutyour gas or electricity accounts over the phone. Give us acall on 01 611 01 01.NATURAL GAS AND ELECTRICITY FOR YOUR HOME5
4Boiler ServicesA cosier home costs less when youservice your natural gas boiler. We haveover 30 years’ experience so you can besure that our Service Engineers will giveyour boiler all the care and attentionit needs.Enjoy the following benefits once your boiler hasbeen serviced: Save up to 150* per year on your heating costs Flexible monthly payment options Make your home a cosier place to be Reassurance your boiler is reliable and safe Improve our environment, cut down on C02 emissions*Source: Sustainable Energy Authority of Ireland (SEAI)365 Breakdown AssistanceIn the event of a breakdown, you’ve the peace of mindknowing we’ll always be there for you.We promise to be there within 24 hours, 365 days a year.*Parts and labour costs covered up to 1,200Call Bord Gáis Energy to book your service todayon 01 611 01 456NATURAL GAS AND ELECTRICITY FOR YOUR HOME
NATURAL GAS AND ELECTRICITY FOR YOUR HOME7
51Bill addressThis is where we send the bill.2Account numberHave this handy when you call us.3Meter numberThe meter number is unique tothe physical meter. If your meteris replaced the meter numberwill change.4Meter readingsYour present and previous meterreadings are shown.There are three main types:A – An adjustment has beenmade to the previous billC – A reading you have given usE – An estimate from GasNetworks Ireland5678Your gas billexplainedUnitsThis figure represents the numberof units in cubic metres or cubicfeet (M3hc3) which you arebilled for.Conversion factorThe conversion factor usedto convert the gas from cubicmetres or cubic feet to kWh.kWhThe figure in kilowatt hours forwhich you are being billed.NATURAL GAS AND ELECTRICITY FOR YOUR HOME8GPRN(Gas Point Registration Number)This seven digit referencenumber is used to identify yourgas meter and connection tothe gas network.9AC Band(Annual Consumption Band)Your estimated annual usageof natural gas fits into a bandaccording to your consumption.A – Less than 6,000 kWhsB – 6,000 kWhs to 23,500 kWhsC – 23,500 kWhs to 73,000 kWhsY – 73,000 kWhs to 750 MWhsZ – 750 MWhs to 5,500 MWhs10Standing chargeThe standing charge is includedon every bill when you are oneither the standard rate tariff,standard pay as you go tariff, thewinter saver tariff and the largeresidential user tariff.11RateThe rate at which you are beingbilled eg. standard rate.12Bank giro credit transferThis is the bank giro that you canuse to pay your bill.
your natural gas billMr Sam Sample,Any Street,Any Town,Any County01 Oct 180901 Dec 1909Billing periodDate of issue1904 Dec 09Account number1234567890M E T E R N O.METER 262612314312m3XC O N V. FAC TO R11.3911GPRNAC B A N D0123456BGAS USEDkWh3554A: Amended reading / C: Reading taken by customer / E: Estimated readingAMOUNT Previous Balance 128.5518 Oct 1809 Direct Debit - Thank You 128.55CRTotal Payments 128.55CR18 to 01 Dec 09)19)Domestic Standard Tariff (02 Oct 09Standard Charge 0.164 for 61 days 10.03Unit Rate 0.04274 for 3554 kWh 151.90Total excluding V.A.T. 161.93V.A.T. @ 13.5% 21.86Total including V.A.T. 183.79General enquiries01 611 01 01 or 1850 632 632Emergency number1850 20 50 50CREDIT FINANCE INCLUDEDP L E A S E PAY BYTOTA L NoneDirect Debit 18 Dec 1809 183.79Bord Gáis Energy LimitedRegistered office:One Warrington Place, Dublin 2VAT Number: IE 3234061GHDirect Debit – The easy way to pay your bill.Phone 1850 632 632CASHIERSSTAMP& INITIALSAIB Bank, 40/41 Westmoreland Street, Dublin 2Account number: 13007016 Sort code: 93-33-84 BIC: AIBKIE2DIBAN: IE95 AIBK 9333 8413 0070 16Page 1 of 1BANK GIRO CREDIT TRANSFERCASHCOINS TOTALCASH CHQs.ETC. TOTAL Customer account no.1234567890Mr. Sam Sample 183.79P L E A S E D O N OT M A R K B E LO W T H I S L I N E01234 123456789012 0123456 931039NATURAL GAS AND ELECTRICITY FOR YOUR HOME9
610Your electricity billexplained1Bill addressThis is where we send the bill.2Account numberHave this handy when you call us.3MPRNYour MPRN (meter point reference number) is unique toyour home and never changes.4DGThe DG (distribution group) code helps us to understandyour expected energy consumption.5MCCThe MCC (meter configuration code) tells us the type ofmeter you have.6ProfileThe profile is a code we use to predict your consumption.7Meter numberEach meter has its own number.8Meter readingsWe’ve three main types of readings:A – a reading taken by ESB NetworksC – a reading you’ve given usE – an estimate from ESB Networks9Standing chargeThis is a fixed amount for the costs of providingyour supply.NATURAL GAS AND ELECTRICITY FOR YOUR HOME
your electricity bill1Mr Sam Sample,12 Any Street,Any Town,Any CountyBilling periodDate of issue01 Oct01 Dec1018101807 Dec1018Account numberM E T E R N O.METER READINGSPRESENTZ000001234MINUSELECTRICITY USEDPREVIOUS60105065MPRNA: Actual readingC: Customer readingE: Estimated readingAMOUNT 123456789012345678901kWh94587METER READING TYPES23DGM CCPROFILEDG1MCC0101456Discount Tariff - Urban Day (01 Oct 1018 toto 0101 DecDec 10)18)DescriptionStanding Charge24 hour UnitsUnits9Rate61 days25.20 cent/day15.3794514.10 cent/kWh133.2522.73 /monthDirect Debit Discount12%PSO Levy15.99 CR5.46138.09Total excluding V.A.T.18.64V.A.T. @ 13.5%156.73Invoice TotalCustomer service01 611 01 01 or 1850 632 632See reverse for:Fuel mix and CO2 emissionsP L E A S E PAY BYEmergency and fault reporting 1850 372 999Direct Debit 21 Dec 1018TOTA L 156.73Bord Gáis Energy LimitedRegistered office:One Warrington Place, Dublin 2VAT Number: IE 3234061GHPage 1 of 1Payment within 14 days from date of issueBank, 40/41 Westmoreland Street, Dublin 2* All figures and values shown AIBareforAccount number: 13007016 Sort code: 93-33-84CASHIERSIBAN: IE95 AIBK 9333 8413 0070 16illustrative purposes only.STAMP& INITIALSBIC: AIBKIE2DBANK GIRO CREDIT TRANSFERCASHCOINS TOTALCASH CHQs.ETC. NATURAL GAS AND ELECTRICITY FOR YOUR HOME11
7Payment optionsDirect DebitLevel PayPaying by Direct Debit is the mostconvenient way to pay your bills. You canset up Direct Debit payments by loggingonto your account on bordgaisenergy.ieLevel Pay helps you to smooth out the upsand downs of electricity costs over theyear. Signing up for Level Pay means youcan budget better as you always knowhow much your payment will be. Together,we’ll agree how much you’ll pay eachmonth, based on your previous payments.Setting up an account online is simple.All you’ll need is: Your name, as on your bill Your email address Your phone number Your gas account number from thetop right of your billYou can pay also use your online accountto pay by credit card.Other ways to payYou can pay in cash at any retail outletwhere you see Payzone or PostPoint signsand at any Post Office.You can also pay by cheque. Make it outto Bord Gáis Energy and send it to us atCustomer Service, Residential Gas andElectricity, Bord Gáis Energy, PO Box10943, Dublin 2.Cheque payments take about five workingdays to appear on your account.Alternatively, you can pay over the phoneon 01 611 01 01.12NATURAL GAS AND ELECTRICITY FOR YOUR HOMEIf you’d like to set up Level Pay, you cangive us a call on 01 611 01 01.Overdue accountsIf you’ve any problems paying yourbill, give us a call on 01 611 01 06. We’llwork with you to try to sort it out.We may have to withdraw your electricitysupply if your bill is left unpaid. You mayalso incur ESB Networks charges.For more information, log on tobordgaisenergy.ie
8Frequently askedquestionsQ. Can you help me understand my bill?A. Yes, take a look at pages 8-11. If you need more information, give us a call on01 611 01 01.Q. How do I find out how much I owe?A. There are three ways you can do this. You can log into your account online atbordgaisenergy.ie, view your bill on our app or call us on 01 611 01 01.Q. Who will read my meter?A. Gas Networks Ireland or ESB Networks will come to your home to take readings.You can also submit readings yourself.Q. How do I submit a meter reading?A. You have a range of options:- Submit a gas meter reading through your online account at bordgaisenergy.ie- Submit a gas or electricity meter reading through our app- Submit a gas meter reading by calling 1850 427 732 or an electricity meter readingby calling 1850 33 77 77You’ll yourneed meteryour GPRNMPRN number (which is on the top right of your bill) and aWhen readingonlyorcountmeterreading.Thisnumberthe black digits, not the red one is shown in the black display on your meter.470871000100100001014.1Q. How can I pay my bill?A. You can pay your bill by Direct Debit, online, over the phone, by Level Pay, Payzone,PostPoint at any Post Office or by cheque. See page 12.Q. I’m having difficulty paying my bill.ype: XOOX-00X230 V20 - 80 A50 HzA. Give us a call on 01 611 01 06 and we’ll work with you to try to sort it out.o. 12 345 See678 page24012.rev/kWhESBRM099 9999NATURAL GAS AND ELECTRICITY FOR YOUR HOME13
Q. Who do I call if there’s an issue with my gas or electricity supply?A. Call Gas Networks Ireland on 1850 200 694Call ESB Networks on 1850 372 757Q. Can you help me if I have special requirements?A. Yes, we have a Special Services Register for our customers who are particularlyvulnerable to disconnection during winter months for reasons of advanced age orphysical, sensory, intellectual or mental health. You can avail of special services suchas a braille bill, Talking Bill, nominate a carer and use our minicom service. We willalso not disconnect your supply for non-payment of account between Novemberand March each year if you are on our Special Services Register.We also have a Priority Register for electricity customers who are criticallydependent on electrically powered equipment, which shall include but is not limitedto life protecting devices, assistive technologies to support independent living andmedical equipment. If you are on this Register, then you will not be disconnected atany time for non-payment.See our customer charter on page 18. You need to complete a form to join ourSpecial Services or Priority Register. For more information call us on 01 611 01 01 orvisit bordgaisenergy.ieQ. I currently get the electricity allowance or gas allowance towards my bill. Will I stillget this?A. Yes, you will still get the electricity allowance or gas allowance. Instead of it beingpaid directly towards your bill, it will come to you as a separate payment. TheDepartment of Social Protection will contact you about how you will get it.14NATURAL GAS AND ELECTRICITY FOR YOUR HOME
9Contact usWe’re always happy to hearfrom you and help you ifneeded. And we want tomake sure you’re pleasedwith our service.When you get in touch with us, make sureto have your account number ready. Bearin mind that we can only discuss accountinformation with the account holder.If you phone us, please understand thatwe may record and monitor calls tomake sure we maintain the highestlevel of service.Email us:info@bordgais.ieCall us:01 611 01 01Write to us:Customer ServiceResidential Gasand ElectricityBord Gáis EnergyPO Box 10943, Dublin 2Gas EmergencyGas Networks Ireland provide a 24/7emergency response service.Just call 1850 20 50 50if you smell gas at home or on thestreet – don’t assume someone else hasreported it, open windows and doors,if the smell persists turn your gas off atthe meter.Your meter box keyYou will require a meter box key toopen your meter box and turn your gassupply off. It is important to keep yourkey in a safe place.If you require a meter box key pleasecall Gas Networks Ireland on1850 200 694Electricity EmergencyESB Networks provide a 24/7emergency response service.Just call 1850 372 999 to reporta loss of electricity supply or adangerous emergency, such as fallenpower lines.NATURAL GAS AND ELECTRICITY FOR YOUR HOME15
ComplaintsWe really try to go above and beyond, andexceed your expectations. Sometimes,things don’t go quite to plan. If you have acomplaint, please give us a callon 01 611 01 01.Alternatively, you can email us atinfo@bordgais.ie or write to us at:Customer ServiceResidential Gas and ElectricityBord Gáis EnergyPO Box 10943, Dublin 2We’ll register your complaint and give youa reference number. We’ll work hard to fixthe problem immediately, but some issuescan take longer to sort out.16NATURAL GAS AND ELECTRICITY FOR YOUR HOMEWe have a code of practice on handlingcustomers’ complaints. You can find iton bordgaisenergy.ie or call us on01 611 01 01 and ask us to post it to you.If your complaint is not resolved to yoursatisfaction after we have dealt with it,you can contact the Commission forRegulation of Utilities.customercare@cru.ie1890 404 404Customer Care TeamCommission for Regulation of UtilitiesP.O. Box 11934Dublin 24
10Customer charter – ourcommitment to youOur commitment to youBord Gáis Energy is committed toproviding you with a high and consistentlevel of customer service. We recognisethe importance of listening andresponding to our customer’s needs.This customer charter details the levelof customer service that we promise togive you in all your dealings with BordGáis Energy.Our overall customer servicestandardsBord Gáis Energy works to ensure thatall customers have easy access to clear,timely and accurate information at allpoints of contact. We continue to drivefor simplification of rules, procedures andinformation leaflets. We can be contacted by telephone,mail and email or through our websiteat www.bordgaisenergy.ie Our customer service staff will bepolite and courteous at all times andwill give you their name. We listen and respond to ourcustomer’s needs and welcome anyfeedback in relation to the serviceswe provide. We train our staff to deliver theservices outlined in this charter, andwill keep our training up to date. We monitor and measure the serviceswe provide to make sure we arekeeping our promises.Our guaranteed servicestandardsIn addition to our overall servicestandards, we have guaranteed servicestandards. If we fail to meet any of theseguarantees, we promise to apologise andto do everything possible to rectify theproblem straight away where necessary.1. Billing enquiries guaranteeMost queries about your bill or billpayment can be answered by phonestraight away. If you write to us with abilling enquiry, we will review your enquiryand respond to you within ten businessdays. If we fail to respond within tenbusiness days, you will be entitled to apayment of 30.2.Refund guaranteeWhere we agree that you are entitled toreceive a credit for any reason connectedwith your bill, we guarantee to credityour gas or electricity account within tenbusiness days of agreeing the amount tobe paid. If we fail to credit your gas orelectricity account within ten businessdays, you will be entitled to a paymentof 30.3. Marketing and Advertising code ofpractice guaranteeWe guarantee that we will abide by ourcode of practice on marketing and we willadopt the best marketing and advertisingpractices as set out in this code. If we failto abide by this guarantee, you will beentitled to a payment of 30.NATURAL GAS AND ELECTRICITY FOR YOUR HOME17
4. Sign-Up code of practice guaranteeWe guarantee that we will abide bythe commitments in our Sign-Up codeof practice. If we fail to meet ourcommitments in this code, you will beentitled to a payment of 30.5. Complaints handling code of practiceguaranteeIt is our aim to resolve all customerconcerns and complaints as quickly andas fairly as possible. We have published acode of practice on complaints handlingwhich details our commitments andprocedures for resolving customercomplaints. If we fail to meet ourcommitments outlined in this code, youwill be entitled to a payment of 30.6. Special and Priority Services code ofpractice guaranteeWe offer a range of special and priorityservices to assist customers with specialneeds and those reliant on electrical homemedical equipment. These services arepublished in our Vulnerable Customerscode of practice. Customers who wishto avail of and are eligible for theseservices must register with us. If we failto meet our commitments to vulnerablecustomers who have registered on ourspecial and priority services register,you will be entitled to a payment of 30.7. Bill payment code of practiceguaranteeWe have clear internal procedures whichensure that disconnection of supply forarrears only takes place as a last resort.We have published a code of practice onbill payment which details how we willhandle customers who have difficulty inpaying their bill. This code covers Billingin general, Bill payment and also coversDisconnection.18NATURAL GAS AND ELECTRICITY FOR YOUR HOMEIf we fail to meet our commitments asset out in this code, you will be entitledto a payment of 30.8. Pay As You Go Metering code ofpractice guaranteeWe guarantee that we will abide b
to Bord Gáis Energy and send it to us at Customer Service, Residential Gas and Electricity, Bord Gáis Energy, PO Box 10943, Dublin 2. Cheque payments take about five working days to appear on your account. Alternatively
